Technical Analyst Resume Bethesda, MD - Hire IT People

Objective

To obtain a position that will allow me to utilize my customer service
and technical skills. While also enabling me to enhance in the technical
attributes within a strategic organization.

Experience

05/2009- 10/1/2011 Confidential, Bethesda, MD
Technical Analyst II

Provided network system administrator access support for (NIH)

Followed department procedures for successful incident management

Expertly handled customer requests for IT assistance

Contributed knowledge and update information to maintain the service desk training manuals

Ensured outlook is configured for smartcard PKI

Assisted end user with Network Connectivity VPN (any connect)

Configure and install RSA (key token/key fob)

Install user PKI certificate for NIH smart card

Assist users with how to use PKI with outlook

Provided excellent support and follow up for cases referred to escalated support tiers

08/2007-02/09 Confidential, DC
Lan Administrator/Blackberry Tech

Administerednetwork and local printing issues

Provisioned client with network login ID and password rests

Administered account creation/deletions via AD

Installed/trouble shoot IPASS (VPN)

Configured/trouble shoot RSA tokens

Handled all enterprise activations for blackberries using Blackberry Manager (Bes server)

Managed all blackberry related issues

Added/Removed machines on domain/Used patch tool to handle port resets

07/2007-08/07 Confidential, Reston, VA
Help Desk

Configured internal employee accounts

Assisted with time card issues

Acted as a liaison between Engineering, Operations, and Sales, Marketing, Customer Care, Corporate Engineering and our customers.

Performed 1st line diagnostics on subscriber network using hpOpen View service desk 4.5 ticketing system.

08/2003-04/2007 Confidential, MD
Client Technical Support

Accepted inbound called from realtors, brokers, & VP’s and pending new clients. Introduced new clients/employees to their account via our web site. Instructed clients/co-workers on generate & installing costar certificate on their computer.

Troubleshoots any errors/problems involving costar group web site
give tutorials via WebEx on the all products.

Created and set up all clients in internal system (CRM, Enterprise)

Reset passwords. Create user names. Discuss pending issues involving web development with our web developers.

Discussed pending issues with web developers.

12/1999 – 02/2002 Confidential, Herndon, VA
Wireless web tech

Provided technical and consultation support for new products and services using P2k, Clarify and actiview preparatory soft & hardware.

Educated customers on HTML& HDML handset and internal e-mail accounts on handsets.

Resolved network and technical problems associated with wireless data system responsible for resolving any remedytrouble tickets concerning
wireless phones service.

06/1999 – 12/1999 Confidential, Herndon, VA
Customer Service
Assisted customers with conversion process.
Disconnected old sprint spectrum cell phones. Walked client through activation of new sprint pcs cell phones using actiview & clarify.
Explained the new sprint pcs products and services to clients explained all the new features on new cell phones.
Assisted with billing issues.

Worked on special projects; Worked in accounting disconnecting accounts.

Education

Graphic Design, Associates Degree

(ITIL Introduction to Access Management, ITIL The Service Desk and Incident Management, Sustaining Excellent Customer Service, The Customer Service Agent in Action, ITIL Cultural Awareness, ITIL v3-Service Operation Principles, ITIL: Problem and Change Management, Attracting Motivating and Retaining Technical Professionals

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Technical Analyst Resume

Bethesda, MD

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