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Technical Support Analyst Resume

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SUMMARY:

Technologically sophisticated IT Support & Training Specialist with hands - on experience in projects life-cycle management for technical and hardware application. Proven desktop and network troubleshooting skills, with project management competency. Season professional with more than 15 yrs. of experience to support and maximize productivity.

EXPERTISE IN:

  • Help Desk & Hardware Support First & Second Level PC Support Project Management
  • System Upgrades / Conversions Lan / Wan Architecture Escalation Resolution
  • Peer-to-Peer User Groups Web Contents Customer Service
  • Systems Integrations Mult-Platform Networking Information Technology

TECHNOLOGY SUMMARY:

Operating Systems: Windows 95/98/2000/ XP/Vista/7,8 Windows Server( NT, 2000, 2003, 2008, 2012), SharePoint Sever 2007, SBS(Small Business Sever),MS Virtual Server, VM ware ESX Server, Web Server, File Server, Citrix ICA Client, Citrix Metaframe XP, Citrix Xen Server, Hyper V MS Active Directory 2000, 2003,2008, 2012, MS Terminal Server, Linux Red Hat 6, Unix-HP Novell Netware 4.11 Mac OS (Jaguar, Snow Leopard, Mountain Lion, Maverick, yosim)

Software/Applications: Office Professional ( 97/2000/XP/ 2003/2007/2010 ).,MOS BPOS,AMI, Kronos, Renal Star, Renal Lab, Time-D, Time-W, Exchange Server 2003, 2005,2007, Medi-Fax, QMS, SQL (6.5/2005) Winform, Wyse Technology, Nortel Network, VNC viewer, Blackberry, Adobe v. 6-12, LAN Guard Network Scan, PD Link v.3.0, PD Adequest, Poet, Remedy (ticket software), Magic (ticket software), Lotus Notes 8, PC Anywhere Investran 5.1.1, Thomson 1, Bear Stearn, Net Exchange Pro, Net Meeting, Thomson Financial Juniper Networks, Saleforce, Meridian1 ( Nortel ),Optivity Telephony Manager, Calipilot Manager(Voicemail), Contact (ticket software), Sonic Wall Client (VPN) DNS, DHCP, Norton’s Anti Virus, McAfee Antivius, SAP R/3 4.6, Hot VT, Ad-Ware, Active, Password Changer, Symantec Backup Exec 10d, Norton’s Ghost V8, Parrot Imaging, CTT Money Net, Hummingbird, Shiva, Document Direct, File Maker Pro, Pervasive SQN, Uniti, Captaris, Right Fax, Pretty Good Privacy 8 (PGP), CheckVision, SNL Financial /Data Source, ABBY PDF Transformer, Interwoven, Capital IQ, Facset, Mood KMV Credit Monitoring, Reuter, Siebel Web/Thick Client, Thomson One Banker, Livelink/Explorer, Group Wise, MS Active Directory 2003/2008/2012 , Altiris, Cisco Call Manager, MS Proxy Server,, DocuTrak, Dream Weaver 5, Flash 5, MS Visio 2003/2007/2010 , MS Power Point 2003/2007/2010 , GE Centricity Practice Solution (CPS/EMR) Windows System Update Server (WSUS), Kronos Work Force Central, BMC Service Desk Express, Service Now Ticketing, Epic, Centricity

Hardware: Cisco 4000,3600,3000,2600,1600/Nortel Routers, Ad Tran-Excalibur CSU/DSU, Digi Port Servers, Nortel Bay Stack Switches, Ad Tran Switches, Cisco 6500 switches, Century Net server, Braun Controllers, Wyse/HP Winterms, Wyse/IBM/ADDS Dummy Terminals, Kronos Time Terminal Server, Cisco Wireless Access Points, Hewlett-Packard Printers, Zebra Label Printers, Lantronic Print Server, Dell/Compaq/Gateway, HP Desktop Computers, Dell/Compaq/Gateway, iMac Laptops, Blackberry, Treo, Motorola Q cell phones, Nortel VOIP phones, Cisco 7962 VOIP Phones, Avaya 4620,2420 Phone, Cisco Polycomm, Lexmark Printers, Ricoh printers, Linksys, Dell Servers, MICR printer, MagTek Pinpad, MagTek Check reader, Ithaca Validator, Panini Scanner, MagTek Card Swipe, Veriphone, IBM Server, TCD (Teller Cash Dispenser), Instachange Coin Dispenser, Neo Ware Thin Client, HP Thin Client

Network Protocols: LAN/WAN, TCP/IP, IPX/SPX, NETBEUI, WINS, POP3, FTP, TELNET, RAS,VPN, ICMP, RIP, NAT, ETHERNET, UDP, ARP, FRAME RELAY.

LANGUAGES: C++, HTML, VISUAL C++, DHTML

PROFESSIONAL EXPERIENCE:

Confidential

Technical Support Analyst

Responsibilities:

  • Support hardware, software, telecom and network for the Confidential offices residing in Illinois and Indiana from LanDesk ticketing system.
  • Creating, supporting and managing AD accounts for users that reside within the North Central Regions.
  • Creating, supporting and deactivating Telecom account through Ayava and Shortel VOIP systems.
  • Service Desk chat/phone support for employee with issues within Confidential global network.

Confidential

Access Mgmt. Sup/Helpdesk

Responsibilities:

  • Providing approved access support for users, by creating the application, security and framework in Centricity.
  • Addressing and resolving user access requests through two ticketing systems.
  • (BMC Service Desk Express and Service Now).
  • Generating or changing manager’s assignments, roles and access in Kronos Workforce Central.
  • Authorizing VPN access remotely to local machines/servers or Citrix Epic offsite for users work orders requests with Active Directory.

Confidential

Trustmark Lead/ Migration Tech

Responsibilities:

  • Implementing, training and procedures for basis of upgrading laptops and desktop Win XP to Win 8.1
  • Training, assisting, and imaging various HP and Lenovo desktops and laptop for users.
  • Supporting migration team with the use of SCCM for backing up software and imaging hardware with Win 8.1.
  • Quality assurance all hardware/ software before image hardware is returned back to user.
  • Early morning support for users that may need assistance.

Confidential

System Administrator/ Helpdesk Support

Responsibilities:

  • Supporting Dell/HP servers with Windows 2003, 2008 and 2012 servers.
  • Using Dell Kace 1000/2000 to deploy new patches, applications and asset control to the servers and workstations.
  • Maintenance and support of Cisco routers and switches .
  • Assisted in projects of upgrading all specific software, licensing issues.
  • Created and provided ticketing support with Share point.

Confidential

Application Support Tech

Responsibilities:

  • Supporting Centricity and various systems applications, Help Desk Support for entire medical facilities.
  • Configured and setup user accounts and profiles with Active Directory, Exchange, Citrix Xen Server, and VM ware Servers.
  • Build, configured, and setup of HP servers as application, web, and email.
  • Assisted in project s of upgrading all specific software, licensing issues.
  • Created and provided ticketing support with Share point.
  • Install, configured, test, maintain, monitor and troubleshoot end user thin / fat clients, software, networking peripherals.

Confidential

VOIP Conversion Tech

Responsibilities:

  • Implementing and deployment of Avaya 4620, 2420 to Cisco 7962 VOIP phones
  • Configured and Setup Cisco phones and polycoms for banking official and users.
  • Troubleshoot and identify networking issues for Cisco VOIP phone and polycoms.
  • Supported and resolved crossover network connection issues working with Cisco 6504E switches
  • Providing ticketing support for users with various network interface and voicemail issues.
  • Hands-on support for users with training, setup, and voicemail issues with new Cisco VOIP phones

Confidential

Helpdesk Support/Lan Administrator Support

Responsibilities:

  • Providing Help Desk support to thousands of users worldwide, earning a solid reputation for productivity, complex problems resolution and professionalism.
  • Provided special assistance to key departments including Equity, Fixed Income, Investment Banking, Legal.
  • Escalated issues as needed and maintained communication with customer and technical teams.
  • Prioritized major phone and onsite support for new Office 2007 user.
  • Extensively utilized Remedy ticketing system to record and track issues.
  • Supported end users through Active Directory, Exchange Server, DNS server.
  • Supported remote access using dialup/VPN Secured ID.
  • Researched, implemented new hardware and software into the environment to increase efficiency.
  • Supported internal network security, including add/deleting users and shared permission.

Confidential

Project Coordinator/Migration/Helpdesk Support

Responsibilities:

  • Performing on-site and analysis, diagnosis resolution of complex desktop problems, both hardware and software for users.
  • Migrating 4000 users laptops and desktops from windows 2000 to XP Office Connect OS.
  • Promoted to project coordinator on critical software and hardware support project
  • Strategic planning, trend analysis, forecasting, and inventory tracking in IT environments
  • Adept in negotiating with clients and third party’s vendor.
  • Coordinate various projects, with 100% forecast and completion of deliveries.
  • Configuring and testing new software to work efficiently with new OS and Office 2007.
  • Upgrade and trained certain department and users for Microsoft Office 2007
  • Traveling to different location to oversee progressive migration of new OS.
  • Leading team to ensure proper SOP is performed in setup of high profile users.

Confidential

Network IT Support

Responsibilities:

  • Installing, configuring hardware, network and applications
  • Monitoring and maintaining computer systems and network.
  • Role as Help Desk supporting staff /clients /classrooms remotely.
  • Troubleshooting system network problems, and diagnosing and solving hardware/ software faults.
  • Supporting the rollout of new applications.
  • Research, testing, evaluating new technology to business processes.

Confidential

Technology Consultant/Helpdesk Support

Responsibilities:

  • Install, configure, test, maintain, monitor, and troubleshoot end users workstations, network and servers on-site and remotely.
  • Collaborate with LAN technicians/network administrators to ensure efficient operation of company’s desktop software/network environment.
  • Where required, administer and resolve issues with associated end-user workstation networking software products.
  • Supported and assist issues with end user on Exchange Server, Active Directory, DNS, DHCP sever to locate correct scopes.
  • Helpdesk support for the Chicago corporate and New York corporate office.
  • Support Nortel VOIP phone system for clear uninterrupted service.
  • Configuring, improving, and maintaining voice quality for VOIP phones (QOS).
  • Troubleshooting Nortel CallManager, Network, and Signaling

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