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Technical Support Analyst Resume

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Atlanta, GA

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SUMMARY

  • Responsible for collection of incident information through customer conversation, and self - service support tools.
  • Tracks incidents and requests from identification through resolution ensuring a quality end-to-end customer experience.
  • Conducts initial assessment, triage, research, and resolution for basic incidents and requests regarding the use of application software products and/or infrastructure components.
  • Windows 10, Dell laptops and desktops, networked and standalone printers, cisco switches, Nortel and Avaya phone systems. Communicates promptly on progress.
  • Executes against established Service Level Agreements (SLA). Documents resolutions and updates self-help and staff knowledge bases.
  • Alerts management to recurring problems and patterns of problems. Provide statistics for the weekly Service Desk report on call trends.

TECHNICAL SKILLS

Software: Citrix, Windows 2000 Server, XP Professional, WINNT, Corel SuitesNOVELL/GroupWise, Mac OS X and working knowledge of Windows Active Directory, LINUX, ESA, VTAM, TSO (mainframe), Adobe Acrobat, Outlook, Telnet, Ping Utilities Office 2000-2016, Account creation and manage in Active directory, Avaya IP Phone install and maintenance.

Web Development Tools: Macromedia, iWeb Program Language HTML, Java, Zebra printer configuration and installation.

Creative Tools: Adobe, Corel, Sony Acid Pro, LOGIC PRO Studio, Final Cut Pro, Comic Life

Hardware: Hubs, Routers, Switches, PC, Peripherals, Packet Engines, Cisco switches, and Server install, Access point install and monitoring.

PROFESSIONAL EXPERIENCE

Confidential, Atlanta Ga

Technical Support Analyst

Responsibilities:

  • Manage Ethernet, TCP/IP network.
  • Administer Windows Server 2008/2012.
  • Setup and manage network printers and multi - function systems.
  • Install and configure software applications for end users through SCCM.
  • Lead and manage projects from conception to completion.
  • Provide training to end users.
  • Manage computer equipment inventory and PC Life Cycle.
  • Document user support events, create solutions for knowledge base, and follow procedures to provide fixes.
  • Budget annual IT capital expenses.
  • Train, mentor and supervise new or junior Technical Support Analysts.
  • Desktop/remote support for all 6 of Pepsi locations.

Confidential, Atlanta, GA

TECHNICAL SUPPORT ANALYST

Responsibilities:

  • Provide high lever support for 5 different site locations throughout metro Atlanta.
  • Maintain Site IDF’s and MDF’s: setup and monitor T1 Lines and fiber drops in each locations MDF, Active directory, server 2003, 2008 maintenance, and Symantec backup exc.
  • Setup new user’s laptop’s and plant floor desktops for service deployment.
  • Maintain all locations workstations and infrastructure on a 24-hour bases.
  • On call for the entire southeast rejoins for Quaker, Pepsi, Frito-Lay’s Tropicana, and Gatorade locations one week every three months.
  • Windows 10 roll out and migration from windows 7.
  • Configure and manage daily server backups.

Confidential, Atlanta, GA

Network Support Specialist

Responsibilities:

  • Utilized work order system to track and document issues.
  • Created and maintain user and technical documentation.
  • Active Directory account management.
  • Desktop and remote user support.
  • Windows 7 pc refresh.

Confidential

PC Technician/Network Support

Responsibilities:

  • Conducted desktop/printer support, software installs, and modifications and administered network systems campus-wide.
  • Provided technical support and troubleshooting of network systems. Server rack and mount, Data drops with Cat 5 cable, Monitor and support all 5 of Grady’s satellite clinics

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