SUMMARY:

• Data Analyst/Desktop Analyst professional with over 10 years experience in analytical, problem solving and Desktop support .
• Excellent customer support skills and ability to follow through with projects from inception to completion.
• In - depth knowledge ITIL
• Extensive Knowledge in Desktop Support and Application Support
• Effective oral, written communication and presentation skills.
• Familiar with Windows and other systems.
• Software knowledge: SAS (V9.1).
• Enormous leadership skills and teamwork.
• Data gathering and manipulation
• Oracle PL/SQL
• Microsoft Office 2003,2007&2010

PROFESSIONAL EXPERIENCE:

Helpdesk Hardware Technician

Confidential, Wilmington, DE

Responsibilities:

• Installation/Upgrade of Cisco switches
• Activate network jacks and Access points
• Test Network Connectivity (LAN), USB and HDMI ports
• Setup VPN connection and VDI
• Police the network cable, wires of Monitors and Docking station.

IT Support

Confidential, Wilmington, DE

Responsibilities:

• Re-imaged PC and Upgrading software also hardware.(SCCM)
• Troubleshoot connectivity issues (TCP/IP, Remote connections, Virtual machines and VPN).
• Installed and Configured network printers/Copiers
• Troubleshoot Network configuration issues and application integration.
• Provided technical assistant to different applications, mobile device and Audio Vision equipments.
• Patched network cables on switches and activated data jacks.
• Created user profile and reset passwords.
• IT incidents and escalation processing.

Reporting Analyst / SAS programmer

Confidential, Middletown, DE

Responsibilities:

• Manipulate and transforming data
• Develop advanced SAS macros used by different department for reporting
• Importing and exporting raw data files
• Combining SAS data sets
• Creating basic details and summary reports using SAS

Help Desk / ATS

Confidential, Newcastle, DE

Responsibilities:

• Load switch software and provisioning EMTA.
• Develop internal company operations procedures for Service Order Administration (SOA)/Number Portability Administration Center (NPAC) interface.
• Develop internal company operations procedures for LSMS/NPAC interface.
• Troubleshoot LAN connections (TCP/IP) using TTS (trouble ticket system).
• Provisioning numbers in Confidential phone switches
• Provide advance troubleshooting to technicians on the field on day of install or on service calls.
• Customer service on all Confidential products

Computer Technician

Confidential, East Orange, NJ

Responsibilities:

• Maintain PC, servers, LAN/WAN/WLAN.
• Provide desktop support.
• Install software and configure computer to the best of their performance.
• Building small home networks for customers and small businesses.