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Vip Site Support Analyst Resume

Reston, VirginiA

SUMMARY:

Experienced Systems Administrator with expertise in the areas of Windows Systems Management, Networking, and Troubleshooting. Aggressive in identifying and resolving inefficient operational processes with demonstrated record of success in troubleshooting systems, increasing efficiency, and optimizing the access and utilization of shared information.

TECHNICAL SKILLS:

  • Network Administration
  • Ghost/Visio
  • Windows Server 2003
  • Networking
  • Windows XP
  • TCP/IP/DHCP
  • Network Engineering
  • Windows 2000 Pro
  • DNS/WINS/FTP/VPN
  • McAfee Ecryption Agent
  • Windows 7/8/10
  • LAN/WAN/Star/Ring
  • Microsoft Virtual PC
  • Confidential Lotus Notes
  • Microsoft Office 365/2010/13
  • Confidential Host Communications
  • Active Directory
  • Lotus Sametime
  • VERITAS Backup Exec for Windows Servers
  • System Center Configuration Manager
  • Solarwinds IP Monitor
  • Sisoftware Sandra Pro
  • Navision
  • Peregrine Systems
  • Ontrack Easy Recovery
  • WIN - PAK
  • BMC Remedy IT Service Management Suite

EXPERIENCE:

Confidential, Reston, Virginia

VIP Site Support Analyst

Responsibilities:

  • Worked a team of technicians on a daily basis.
  • Provides support to all Staff and C level executives by troubleshooting computer problems, determining source of problem, and advice on appropriate action.
  • Ensured technicians responsiveness, research, and resolution to customer’s issues were within specified periods IRT and TTR.
  • Monitor and respond to technical support issues discovered as a result of feedback from monitoring tools and hardware logs.
  • Prioritize workflow of incoming/outgoing Incident tickets.
  • Provide remote technical support to off-site users and wrote reports on all technical repairs completed

Confidential, Dania, Florida

Senior Technical Support Engineer

Responsibilities:

  • Managed a team of technicians on a daily basis.
  • Provides support to all Staff by troubleshooting computer problems, determining source of problem, and advice on appropriate action.
  • Ensured technicians responsiveness, research, and resolution to customer’s issues were within specified periods IRT and TTR.
  • Monitor and respond to technical support issues discovered as a result of feedback from monitoring tools and hardware logs.
  • Prioritize workflow of incoming/outgoing networking work orders.
  • Provide remote technical support to off-site users and wrote reports on all technical repairs completed.

Confidential, Brickell, Florida

Systems Support Analyst

Responsibilities:

  • Handle promptly an average of 70 tickets per day and documented resolutions and troubleshooting steps in a Proprietary (Custom) Ticket Management application.
  • Created and managed all VPN profile settings and policies.
  • Provide support and user on Microsoft Office Suite and among others.
  • Monitor and respond to technical support issues discovered as a result of feedback from monitoring tools and hardware logs.
  • Troubleshoot on a daily basis a variety of problems with Blackberry PDA devices including, but not limited to, connectivity, synchronization of email, calendar, tasks, contacts, etc.
  • Research new technologies and present recommendations and justifications on major hardware and software purchases.

Confidential, Miami, FL

Lead IT Consultant

Responsibilities:

  • Managed a team of technicians on a daily basis.
  • Ensured technicians responsiveness, research, and resolution to customer’s issues were within specified periods IRT and TTR.
  • Diagnose, troubleshoot and repair workstations running Windows Server 2003, laptops running Windows XP
  • Monitor and respond to technical support issues discovered as a result of feedback from monitoring tools and hardware logs.
  • Create, enable or disable and modify security permissions on user accounts. Encrypt and Decrypt sensitive information destined to and from business clients.
  • Prioritize workflow of incoming/outgoing networking work orders.
  • Provide remote technical support to off-site users and wrote reports on all technical repairs completed.

Confidential, Miami, FL

Global NOC Operator

Responsibilities:

  • Access to MPLS Provider and Client Cisco Routers.
  • Utilize Looking Glass Application to access Juniper routers.
  • Monitor individual queue for ticket assigned.
  • Answer incoming calls after hours.
  • Perform initial and advanced troubleshooting of assigned incidents.
  • Report down circuits to Global provider when applicable.
  • Create Sigma Ticket with CIC/TWIS operations in Spain.
  • Escalate with provider and internally as per IMR.
  • Inform Customer via email and phone of current updates.
  • Once incident is resolved, Confirmed with client of operational status.
  • Place Remedy ticket in resolved status and email to client regarding RFO.
  • Close sigma ticket and Resolve Remedy ticket and assign back to Team Lead.

Confidential, Miami, FL

IT Analyst

Responsibilities:

  • Managed eight local servers at three different locations in South Florida.
  • Utilized SMS to remotely manage and troubleshoot remote user and desktops.
  • Maintained all tape backups and restores of local user d Confidential to servers.
  • Involved in all aspects of on-site Level 3 Network & Desktop support services.
  • Diagnose, troubleshoot and repair all printers and Dell desktops and laptops running Microsoft Office 2003 and Microsoft Windows XP.
  • Responsible configuring Lotus Notes Email client for all new users.
  • Involved in contacting third party contracted vendors for support service. (Avaya, Dell, Dato Electric, Etc)
  • Managed and provided support to over 600 User’s, 600 Computers, and 80 Printers / faxes / copiers / scanners.
  • Responsible for being on call 24 hours a day to respond to all critical Network incidents.
  • Performed user password reset in Active Directory.
  • Permission to add and remove workstations from and to the domain.
  • Added users to Active Directory Security Groups for resource access.

Confidential, Miami, FL

Senior Technical Support Engineer

Responsibilities:

  • Managed a team of technicians on a daily basis.
  • Provides support to all Staff by troubleshooting computer problems, determining source of problem, and advice on appropriate action.
  • Ensured technicians responsiveness, research, and resolution to customer’s issues were within specified periods IRT and TTR.
  • Monitor and respond to technical support issues discovered as a result of feedback from monitoring tools and hardware logs.
  • Prioritize workflow of incoming/outgoing networking work orders.
  • Provide remote technical support to off-site users and wrote reports on all technical repairs completed.

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