Technical Analyst Resume

SUMMARY:

Highly organized analytical professional with superior goal setting, decision - making, and problem-solving skills.
Solid reputation for having outstanding technical knowledge to utilize for organizational growth.
Sound statistical experience and knowledge of software development lifecycle.
Excellent work experience in technical design and incorporating new technologies in existing systems.
Skilled in time and cost estimation for IT projects.
Keeps pace with changes in various industries and evolving needs.
Strong ability to identify, develop and sustain a network of people and other resources for tasks.
Able to execute strategic initiatives in a methodical approach.

SKILLS & COMPETENCIES:

PROFESSIONAL EXPERIENCE:

Confidential

Technical Analyst

Responsibilities:

Demonstrate basic understanding of enterprise data center concepts such as Windows, networking, TCP/IP and DNS.
Triage server, network, and shared platform related events and ensure that the incidents are resolved within the established SLA/OLA
Creating, supporting, administering and troubleshooting of Microsoft Exchange distribution lists, individual and group mailboxes; moving mailboxes and user accounts across domains; updating user information in Global Address List
Provide administrative support for existing NetBackup infrastructure and data retention process
Provision/decommission hardware (Laptops, Desktops, Macs, Servers, Storage)
Provide first contact resolution for account administration, desktop, laptop, mobile devices, applications, and network connectivity problems remotely in a call center and via walkup.

Confidential

Desktop Support Engineer

Responsibilities:

Installed, performed troubleshooting and maintained PC equipment, such as hard drives, monitors, laptops and printers
Created and update computer images to ensure widest range of compatibility is achieved while maintaining network stability and security Connect PCs to Center's servers and networks
Provided phone support to users for both software and hardware problems
Coordinated between users and outside vendors for equipment/parts necessary for installations and maintenance
Supported VMware Virtual Desktop Infrastructure users
Used SCCM to deploy software packages to end users
Administered RSA tokens via RSA Administration Console
Supported IT Telephony hardware and software

Confidential

Desktop Support Engineer

Responsibilities:

Supported large number of users in a Windows 7 environment
Worked with non-technical users to ensure their expectations are met
Managed users and computers in Active Directory
Tracked and document all incidents in BMC Remedy ticketing system
Performed troubleshooting and managed roaming profile
Provided Network printer support and used SCCM to deploy software packages to PCs
Managed and setup mobile email for iPhones and Blackberry devices

Confidential

North America Technical Lead

Responsibilities:

Assisted with creating Windows 7 migration documentation and processes
Created knowledge-based documentation on how to resolve common known issues
Oversaw 50 sites that contained an average of 50-100 users per site
Assisted with setting up base configurations on Cisco 2960X switches
Helped the network engineers with ensuring that new hire's Cisco 9951 IP. phones had the correct extension, and voicemail reset
Oversaw the overall performance of the Tier 2 techs
Handled all escalations from Tier 2 techs
Reported directly to the Service Delivery Manager

Confidential

Desktop Support Team Lead

Responsibilities:

Provided Tier 3 support for all onsite and remote users
Resolved workstation, printer, network, and internet access problems
Tracked all incidents using BMC Remedy ticketing system
Supported 1000+ users in a large enterprise campus environment
Assisted with Mid and Sr. level network engineers troubleshoot and resolve Avaya phone issues
Acted as administrator for SafeNet tokens
Deployed and maintained network printers and servers
Managed users and computers in Active Directory
Troubleshoot wired and wireless connectivity issues and Avaya One-X issues for remote users
Troubleshoot and resolve Cisco VPN issue
Removed viruses from user's machines

Confidential

Desktop Support Analyst

Responsibilities:

Provided technical support as the single point of contact for offices nationwide in an Enterprise Level Environment
Responded, researched, diagnosed, handled, and resolved inbound End User interactions
Provided Tier 3 support for all escalations from the Help Desk
Imaged, and deployed new machines
Installed and upgraded pc hardware on user's PCs
Documented, tracked, monitored, and logged customer issues to ensure timely resolution
Demonstrated superior customer service skills
Provided technical support on multiple computing platforms
Monitored and tracked open calls within a call tracking system

Confidential

Customer Accounts Executive

Responsibilities:

Possessed an excellent knowledge of Windows and Macintosh operating systems, Internet, web browsers, e-mail and other PC operating and connectivity technologies
Diagnosed PC hardware, software, operating system and cable modem and cabling issues
Reset email passwords and assisted with helping customer install and configure wireless routers
Performed advanced troubleshooting for PC/browser/e-mail/personal web page/connectivity firewall/ router/hub problems and provides customer education

Confidential

Network Technician

Responsibilities: