IT Support/Security Analyst Resume

SUMMARY:

Analytical Technical Support representative adept at resolving complex Troubleshooting issues. Critical thinker who addresses customer support issues quickly and consistently exceeds performance standards. Level - headed and clam in stressful situation with well-developed people skills. Well versed in providing quality support and customer support service supported by excellent communication and interpersonal skills.
Diverse PC knowledge
Active Directory Expertise
Dedicated team player
Patient and diligent
Proficient in AVG, Printers PC Security systems
Proficient troubleshooter
Vast technical experience
Quality Focused
Exceptional telephone knowledge
Proactive
Microsoft Office Expert
Knowledgeable in virtual machines & Citrix

PROFESSIONAL EXPERIENCE:

Confidential

IT Support/Security Analyst

Run SQL, Patrols, and Change Controls
Grant Read and Write access to company shared folders and different permissions for Production/QA/DEV
Perform basic troubleshooting, installation or configuration, monitoring system performance or availability, and performing security upgrades
Analyze, detect, identify, and correct technical problems and deficiencies
Ability to troubleshoot and resolve technical problems and work independently in a MS Windows environment
Utilize Remote Management software to remotely install software, setup printers and assist customers with problems
Responsible for reviewing and updating knowledge base documentation
Experience with performing systems administration in Windows
Experience as Network and Domain Administrator and use of Active Directory
Experience with desktop and server operating systems, including Windows 7, 8, and 10, Server 2003, and Server 2008
Manage virtual desktops and physical desktops
Basic use of SharePoint 365 and Linux

Confidential -Cary, NC

Help Desk Specialist

Defined application problems by consulting with clients to evaluate procedures and processes.
Assisted in the post-implementation troubleshooting of new applications and application upgrades
Performed data mapping and data logic for Confidential
Troubleshoot and resolved web application issues
Experience as Network and Domain Administrator
Experience with performing systems administration in Windows
Experience with Active Directory
Experience with performing systems administration in Windows
Created new account, reset passwords and configured access for users
Experience supporting Windows 7 operating system, Office application suite, and other applications
Coordinated and implemented network security measures to protect data, including configuring, monitoring, and maintaining virus protection software

Confidential - Raleigh, NC

Help Desk Analyst

Provided technical assistance and support for issues related to computer systems, software & hardware
Displayed courtesy and strong interpersonal skills with all customer interactions
Maintained composure and patience in the face of difficult customer situations
Respond to email messages for customers seeking help
Support customers with online billing and account issues
Create accounts and update information on existing accounts
Experience supporting Windows 7 operating system, Office application suite, and other applications
Follow-up with customers to ensure issue has been resolved
Assisted customers with technical issues via email, live chat, and telephone
Created new account, reset passwords and configured access for users

Confidential - Raleigh, NC

Technical Specialist

Implemented network security measures to protect data
Monitor and maintain virus protection software
Formulated, defined, and documented system specifications
Experience with performing systems administration in Windows
Assisted in the post-implementation troubleshooting of new applications and application upgrades
Defined application problems by consulting with clients to evaluate procedures and processes
Issued license codes to new and existing customers
Experience with performing systems administration in Windows
Resolved customer complaints and concerns with strong verbal and negotiation skills
Assisted in the monitoring and reporting on website traffic and performance
Used Active Directory to create new accounts, reset passwords and configured access for users
Maintained company servers, computers, printers, cables, and other equipment

Confidential - Cary, NC

Call Center Representative

Made reasonable procedure exceptions to accommodate unusual customer requests
Demonstrated mastery of customer service call script within specified time frames
Addressed customer service inquiries in a timely and accurate manner
Maintained up-to-date records at all times
Properly directed inbound calls in phone queues to improve call flow
Verified and logged in deadlines for responding to daily inquiries