White Glove Support Analyst Resume

SUMMARY

Sixteen years of in depth knowledge troubleshooting, analyzing and implementing resolutions to systems related problems with applications.
Managed security access, deployed and installed PC’s with Windows XP and Windows 7, supported user access while providing comprehensive infrastructure on - site and remote support.
Facilitated multiple projects and trained team members on multi-functional applications.
Developed Help Desk procedures and protocols to coordinate the support of prestigious executive offices.
Able to self-manage to meet objectives and develop strategies to solve complex problems for quality and customer satisfaction requirements.

TECHNICAL SKILLS

Skills: Infrastructure Application Support Security Access Management Project Management Relationship Management Research & Analysis Training

Operating System: Windows (XP, Vista, 7) UNIX-IBM AIX/SUN Solaris

Applications: RSA SecurID Access Manager Cisco Systems VPN Client CCI News Desk Adobe Photoshop 7.0 SAP MS Office Suite MS Active Directory HP Openview Service Desk Attachmate Extra Futuresoft Dynacomm Crest

PROFESSIONAL EXPERIENCE

Confidential

White Glove Support Analyst

Responsibilities:

Assembled and engaged in ownership of user support for resolutions of incidents related to the peration and requirements of the interactive services of the Coldwell Banker brand products.
Researched issues where residential listings and or images were incorrect and or not appearing n specified internal and external web site database servers.
Proactively engaged with the managers, brokers, sales agents and IT development staff providingthem with on - going communications as issues were researched, escalated, and resolved.
Reviewed transmission reports during the investigation of reported incidents regarding missingand incorrect listings or images to determine root cause and resolution.
Assisted Marketing staff testing upgrades for Mobile and IPad applications.
Heightened the communication exchange between Level I and Level II support teams.

Confidential

PC Support Technician

Responsibilities:

Diagnosed and resolved technical issues while providing comprehensive infrastructure support. Tested and verified VPN logins, network bandwidth, and user access logins.
Assisted the onsite technology vendors.
Reported activity status in daily issue and equipment logs to ETS Project and Supervising Managers.

Confidential

Security Analyst

Responsibilities:

P rovided a full range of 2 nd Level and 3 rd Level S ecurity A dministration S ervices support for over 5,000 local internal, domestic and international remote users during their time-critical deadlines.
Prepared monthly reports for user status and availability.
Trained application support staff and users on security application procedures, and protocols.
Led the consolidation of corporate-wide SecurID accounts onto the New York Headquarters servers.
Modified and implemented security and control standard operating procedures.
Improved by 20% a time reduction in the administration of security access ID’s.

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