Managed Services Support Resume Eagan, MN - Hire IT People

SUMMARY:

Versatile IT professional with over 7 years of experience providing excellent technical support, systems administration, process improvement to achieve maximum operational impacts with minimum resource expenditures. Exceptionally dedicated professional with keen interpersonal, communication, and organizational skills.

TECHNICAL SKILLS:

Applications support

Client and vendor relationship management

Windows and Linux systems administration

Office 365 migrations

SQL server maintenance and implementation

Citrix desktop administration

ITIL best practices

Software implementation

Reporting

PROFESSIONAL EXPERIENCE:

Managed Services Support

Confidential, Eagan, MN

Provide advanced technical support in a fast paced MSP/NOC environment
Monitor server performance using Nagios and email - based alerts
Automate recurring tasks using Task Scheduler, PowerShell and Batch scripting
Identify and troubleshoot complex issues relating to Citrix Desktops, XenApp farm and Citrix published applications
Build Office 365 tenants, assign licenses, and troubleshoot SharePoint and Exchange issues
Administer user accounts, maintain OU's and Exchange mailboxes on premise as well as in Office 365
Install and publish hosted applications in Citrix and apply appropriate polices and permissions
Develop SOP's and update existing documentation in the knowledge base system
Perform troubleshooting and coordinate resolutions with clients, senior team members and vendors
Administer SQL server databases and perform backups and restores
Improve processes in billable client projects ranging from Office 365 migrations to server builds
Work with vendors to RMA defective hardware
Utilize solutions like backup solutions like Datto, Windows Backups and Veaam to restore data from backups
On-board new clients and train end users

Technical Environment: Citrix, Windows Server 2008 through 2016, Linux CentOS and Red Hat, Exchange, Nagios, PowerShell, SQL Server 2005 through 2014, ConnectWise ScreenConnect, AVG Managed Workplace, CommitCRM.

Support Engineer

Confidential | Fort Worth, TX

Provided advanced technical support for the claims processing systems (TriZetto QNXT, Qiclink)
Monitored server performance and daily claim upload jobs and investigated failed uploads
Implemented change requests
Developed dashboards and reports using SSRS, T - SQL and automated recurring tasks
Performed root cause analysis for issues relating to the claims systems, custom modules and web services
Participated in pre-production testing of new features and versions of the claims systems prior to deploying to the production environment
Administered backups and restores of SQL Server databases and configured log shipping

Technical Environment: QNXT, Qiclink, PowerShell, Server 2008, Microsoft SQL Server, T-SQL, SSRS.

Technical Analyst II

Confidential, Grapevine, TX

Performed Windows upgrades and patching
Tracked data migration jobs and manually process failed jobs as necessary
Performed root cause determination and problem resolution for issue relating to data archiving and migration jobs
Monitored server uptime and investigated alerts as necessary
Developed SQL queries to aid in the E - Discovery process
Implemented change requests in coordination with the Change Advisory Board
Liaised with teams in other divisions to ensure correct incident handling, case handover and timely resolution

Technical Environment: Symantec Enterprise Vault 10/11/12, Microsoft Exchange 2007/2010/2013, Skype for Business, PowerShell scripting, Network Monitoring with Nagios and NetIQ, T-SQL, Windows Server: 2008 through server 2012, Microsoft SQL Server 2005 through 2012.

Service Desk Analyst

Confidential | Lewisville, TX

Provided technical support for the ECommerce POS system and Java legacy web applications in a 24/7 NOC environment
Monitored server health and network performance
Performed initial triage and escalated as necessary
Handled pre - production application testing and deployment
Maintained the incident management system (HEAT)

Technical Environment: Windows 2003/2008, Linux Centos and Red Hat, Apache Tomcat, JBoss, SQL Server 2008.

Helpdesk Support Technician

Confidential

Provided technical support to internal end - users
Implemented a new ticketing system (OTRS)
Documented all cases in the ticketing system and performed the initial triage
Created user accounts and Exchange mailboxes
Administered permissions and reset passwords in Active Directory
Maintained all company workstations, performing break-fix and re-imaging as needed

Technical Environment: VERITAS Backup Exec, Active Directory, Windows server 2003, LMS Software, Exchange 2005.

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Managed Services Support Resume

Eagan, MN

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