Support Analyst Resume
OBJECTIVE
- Seeking a technology related career that will allow me to use my computer hardware, software, and networking skills as well as provide room for growth and learning opportunities.
TECHNICAL SKILLS
Hardware: Cisco 900, 1900, 2600 2800 series routers, Catalyst Switches, PC Assembly, Servers, Laptops
Software: Office 365, Microsoft Azure, VMWare Desktop, VMware Vsphere, Dell Rapid Recovery, CentOS 7, Cisco IOS, Packet Tracer, Protocol Analyzer (Wireshark), Windows XP, Windows 7, Windows 8, Windows 10, Windows 2003 Server, Windows 2008 Server, Windows 2012 Server, Windows 2016 Server, iDrac, Skype, Microsoft Teams, Google Suite
Protocols: TCP/IP, DNS, HTTP/HTTPS, Telnet, FTP, VTP, DHCP, VPN
PROFESSIONAL EXPERIENCE
Confidential
Support Analyst
Responsibilities:
- Implemented FileCloud as a solution for users to access their data via cloud application
- Migrated OneDrive data to server to be referenced by FileCloud
- Configured web server on Server 2019 and Meraki Router to allow incoming https traffic for FileCloud application
- Setup iDrac server for Dell server hardware management
- Trained company on FileCloud application usage and created documentation for referencing
- Troubleshoot and resolve Azure AD issues such as machines not showing as joined or registered
- Use RBAC for Azure AD users to provide appropriate functionality in Azure
- Reconfigured NTP on VMWare EXSHI host to resolve time conflicts and login issues
- Enabled MFA for Office365 applications
- Resolved help desk issues in a timely manner
Confidential
Desktop Consultant/Systems Admin
Responsibilities:
- Used ITIL methodology to improve processes such as printer retirement and network outage incident response plan
- Wrote Powershell scripts to install printers based on location
- Trained teams abroad Powershell commands to use to simplify their tasks
- Edited registry to the company image to reduce amount of time during post image set up
- Used Microsoft Intune to set device compliance policy and run PowerBI reports showing devices out of compliance creating more visibility for IT team
- Managed and tracked Office365 licenses
- Kept servers and PCs updated with the latest Windows patches
- Wrote Powershell scripts to ensure all users in Active Directory were members of necessary security groups
- Created Visio flow charts for visual instructions and steps for new processes
- Worked extensively with 3rd party vendors like Microsoft support to resolve large problems
- Kept inventory of company’s local and global printers and Meraki switches and routers
Confidential
IT Support Analyst
Responsibilities:
- Resolved issues in timely manner in fast paced car sales environment
- Troubleshot LAN and VLAN network issues to stop and prevent loops from occurring on switches
- Manage Active Directory on Server 2016 by ensuring users and PCs are in correct OUs and are members of appropriate security groups so they can be organized and receive Windows updates
- Add printers to print server
- Used Azure portal to add NICS to virtual machines so they can access separate subnets
- Provisioned Azure resources and services using IaaS for Developers to have faster coding times and High Availability
- Provisioned Azure resources using PaaS for System Administrator for server usage and virtual network set ups
- Troubleshoot Cisco VoIP phones
Confidential
IT Support Analyst
Responsibilities:
- Used best practices from ITIL framework to improve day to day efficiency of projects and tasks
- Designed new SLAs for Help Desk while company was in the midst of a transition to improve satisfaction of both service managers and customers
- Worked with other groups to coordinate more efficient OLAs for service desk team
- Created and documented more efficient help desk processes that helped provide better business outcomes for the customer and more achievable SLA targets and better communication for the Help Desk team
- Utilized Microsoft Exchange admin center to create and disable email addresses, to create email groups, to enable and disable OWA for users and to add and remove users to distribution groups
- Used Active Directory to assign permissions to users by adding them to OUs or groups, set up Citrix and share drive access for users across domains by creating stub accounts, and reset passwords
- Set up accounts and hardware for new hires including offsite users who needed hardware shipped
- Troublshooted network and Citrix connectivity issues and resolved or escalated as needed
- Ran cables across office to connect patch panels and switches to appropriate VLAN
- Kept inventory of hundreds of tablets and informed appropriate team when hardware or software updates were needed
- Troubleshooted multiple Microsoft Outlook issues on laptops, desktops, tablets, and iPads
- Applied Symantec Endpoint Encryption to laptops as well as imaged them for new users or as replacements
Confidential
Student Instructor
Responsibilities:
- Used knowledge from previous work experience and self - taught information to train day and night students in a Linux introductory course
- Taught students how to install Linux servers and how to use the command line in the bash shell to navigate with the same ease as using the GUI for basic functions
- Created projects that involved installing applications like Firefox and installing packages from yum repositories for system updates to give an idea of how Linux is used
Confidential
Systems Analyst
Responsibilities:
- Monitored performance of Windows and Linux servers across data centers
- Built data centers using Vsphere 6.0 and 6.5 and created virtual machine hosts on them
- Implemented high availability across multiple data centers while working with VMware vendor over the phone
- Used Rapid Recovery to maintain, run, and troubleshoot daily backups of servers in data centers
- Modified users permissions and settings in Active Directory
- Used Putty sessions to remotely connect to servers
- Monitored server activities and notified proper team when high IOs occurred
- Assisted desktop support team with day to day issues whenever needed
- Researched and ordered hardware that would benefit company and help reach objectives
- Worked with third party suppliers and updated underpinning contracts to make sure the value provided would be able to achieve SLAs
Confidential
Desktop Support
Responsibilities:
- Upgraded hundreds of users from Windows 7 to Windows 10 using imaging
- Consulted users on how to use their new laptops and operating systems
- Worked with a team and implemented a system that helped cut time in the deployment of users laptops
- Installed software via Webex meetings for remote users
- Kept inventory of the different types of laptops and the number of users who required each
- Kept notes of recurring problems, met with team members about them and resolved each issue
Confidential, Alpharetta, Georgia
Desktop Support Project
Responsibilities:
- On boarded new users by creating security groups and adding users to existing security groups
- Imaged laptops using CAGI boot keys
- Troubleshooted networking issues, Citrix XenDesktop issues, server and permission issues, as well as hardware and software issues and escalated to appropriate Tiers and departments
- Scheduled laptop refreshes and kept inventory of old and new machines using Excel and Active Directory
- Responded to and resolved tickets in a timely manner
- Worked directly with project managers to implement new procedures for the office
- Encrypted laptops using McAfee Pre-Boot Endpoint Encryption
- Set up Avaya Polycoms for all of the staff