Level 2 Support Analyst Resume Catonsville, MD - Hire IT People

SUMMARY:

Experienced Microsoft Certified / Senior Service Desk Professional with 18+ years’ experience in Computer Operations, Technical and Help Desk support.
8 years of progressive computer/network operations experience in large global data centers with mixed computing environment including Mac, Windows XP, 7, 2003 /2008 Server.
13 years providing Help Desk support to thousands of users worldwide, earning a solid reputation for productivity, complex problem resolution and professionalism.
Excellent communication and diagnostic skills, reputation for productivity, complex problem resolution and professionalism.
Proactive self - starter known to initiate processes and system improvements to increase system stability and staff productivity.
I am enthusiastically exploring opportunities, and gaining experience to continue a successful career in IT.
I am striving to be a key asset of an organization that relies on optimal technology performance to achieve objectives.

SKILLS:

Tier II / III Support
Service Desk Operations Support Techniques
Training Customer Service System Maintenance
ITIL Diagnostics MAC OS X Yosemite
Microsoft Windows Microsoft Office Microsoft Networking
Exchange 2007 / 2010 Test Software Applications Technical Writing for Knowledge And Systems Articles

PROFESSIONAL EXPERIENCE:

Confidential, Catonsville, MD

Level 2 Support Analyst

Responsibilities:

Support client servers and networks including connectivity, disk space, share and security configuration, patching, and maintenance.
Exchange support including mailbox setup, distribution lists, security, send - on-behalf rights, resource mailboxes, aliases, default domain change, offline database defragmentation, and backups
Spam protection with System Endpoint Protection, including account setup, filter levels, and black and white lists for individual users
Support Citrix, Multiple VDI OS platforms and Juniper VPN connectivity for remote users
Responsible for the start / finish of global wide projects such as, IPT phone upgrades, security patches, PeopleSoft upgrade to 9.2, Win XP to Win 7 VDI for 2,000 - 15,000 users. Mac OS X to 10.10.2 Yosemite.
Train system users and other system support personnel

Confidential, Catonsville, MD

Project Lead

Responsibilities:

Key member of the hardware team responsible for daily leadership, management and overall direction, coordination, and evaluation of the multi hardware department.
Responsible for training; planning, assigning, directing work, and addressing complaints and resolving problems. Supervise junior techs to ensure timely completion of their assigned tasks and corrective of their deliverable components.
Advise and mentors them, as needed. I also provide hands on technical expertise and functions as part of the technical team.

Confidential, Catonsville, MD

Windows 7 Migration Specialist

Responsibilities:

Contributing to the configuration and testing of the Windows 7 image build
Windows 7, IE8 / IE9 and Office 2010 application compatibility assessments, testing and remediation
Windows 8, IE11 and Office 2013 migration design, planning and deployment processes/procedures
Active Directory user/workstation group policy remediation for Windows 7 compatibility
Contingency planning and processes for recovery in the event of a migration failure per device
Administration of the application testing lab (VMWare Lab Manager)
Process improvement for all technical aspects of the Windows 7 migration
Performing additional duties as assigned
Experience with creating and managing Active Directory user and workstation policies
Experience with application/OS migration lifecycle - design, planning, assessment, remediation, testing & deployment
Experience with Microsoft Office upgrade/migration methodologies