Enterprise Tech Support Sr. Analyst Resume

SUMMARY:

Seeking a position in a higher tier technical role where I can continue providing above and beyond customer support in a highly technical environment. Strengths include an affinity to technical issues and providing quick and accurate solutions and outstanding customer support. Driven by challenges and rewarded by positive, professional environments.

PROFESSIONAL EXPERIENCE:

Confidential

Enterprise Tech Support Sr. Analyst

Responsibilities:

Take calls from customers and assist with all Confidential Firewall related issues.
Troubleshoot network related issues Routing/Switching/VoIP to name a few
Take web cases and address customer needs and provide fixes
Identify test and submit possible bugs to development team
Beta test in lab environment future SonicOS releases

Confidential

Help Desk Analyst

Responsibilities:

Take calls assisting end users with a wide range of computer issues
Issues ranged from password issues, Microsoft office and VPN connectivity and others
Escalate tickets to appropriate departments for further assistance or approval when needed

Confidential

NOC Engineer

Responsibilities:

Response to ticket alerts generate by Remedy for system outages
Validated and remediate issues ranging from service failures to site outages
Worked on Windows XP/7/8/10 Server 2003/2008/2012
Escalated to field engineers when required

Confidential

Systems Engineer

Responsibilities:

Manage server backups through windows server backups via Syncback and windows backup
Manage all VM’s through Hyper - V
Manage Active Directory
Manage server issues relating to IIS 7 and any domain issues and administration
Provided troubleshooting help for internal employees

Confidential

Jr. Systems / Network Administrator

Responsibilities:

Managed 150 PC call center using Softphones and 25 physical phones
Managed Cisco ASA 5505 firewalls
Managed 5 Servers using Xen Server using Windows Server 2008 R2
Managed VPN client and responsible for setting up access for users
Continued all other responsibilities done as the Jr. Network Admin
Implemented new VOiP call center successfully in 2 week s
Primary responsibilities were to ensure all computers and network related equipment were functional Operated 150 person call center to troubleshoot any hardware or software issues
Assisted in testing and setup of a Zimbra mail server
Installed new switches and server equipment along with cabling
Used Opmanager to identify bottlenecks or suspicious network activity
Oputilities and layer 3 switch and firewall data
Responsible to fill in for the IT director while on leave of absence
Managed and installed all hardware for a new sales office consisting of 20 computer and 10 printers

Confidential

Technical Support

Responsibilities:

Provided inbound customer support
Troubleshoot technical related issues ranging from email to DNS and other website specific problems
Consult customers on potential products and services ranging from email services to security and even marketing related to help customers grow
Provided specialized support to customers moving to our new platform
Handled technical and billing issues
Guided customers to understand our new user interface, new products and services when available

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