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Technical Support Analyst Resume

Mechanicsburg, PA

SUMMARY:

  • Proven track record in a Technical support Analyst, Desktop Support Analyst, IT Support Analyst with excellent hands on experience in Windows, UNIX and Linux platform.
  • Excellent hands on experience in diagnosing and troubleshooting PC’s and other peripherals.
  • Experience performing root cause analysis of unique client side issues and Active Directory account maintenance
  • Familiar with the networking protocols and concepts with experience supporting large distributed PC network in a mixed Active Directory, classic Windows Domain and Novell Netware network
  • He is a local with CompTIA A+ and available immediately.

TECHNICAL SKILLS:

  • Intel x86 based servers & minicomputers
  • Apple Macintosh minicomputers and servers
  • Storage (RAID (SATA and SCSI) & DASD) iOS (iPhones/ipad) devices
  • BlackBerry handheld devices
  • WYSE Thin Clients
  • MS Windows client (version 8 and previous)
  • MS Windows server (NT 3.5 through Server 2008 R2)
  • MacOS (system 7.x through 10.x)
  • RSA SecureID (server / client)
  • Microsoft Exchange / Outlook
  • Active Directory ( )
  • Citrix MetaFrame (1.8/XP) / Presentation Server
  • BlackBerry Enterprise Server (BES - ver. 4.1)
  • Microsoft System Center (SCCM)

PROFESSIONAL EXPERIENCE:

Confidential, Mechanicsburg, PA

Technical Support Analyst

Responsibilities:

  • Support of the Confidential enterprise environment (Windows 7 / XP)
  • Account unlocks and resets (password reset and account re-enable)
  • PKI management
  • Application support (local and Web based)
  • Application performance and connectivity troubleshooting
  • Root cause analysis of unique client side issues
  • Trouble ticket creation, modification and resolution (Remedy ARS)
  • Knowledgebase article creation and modification (Remedy ARS)

Confidential, Mesa, AZ

Windows 7 Migration Team Lead

Responsibilities:

  • Systems inventory and upgrade suitability evaluation
  • Image application and end user configuration
  • Image / upgrade failure analysis and remediation
  • Project tracking, forecasting and reporting
  • Team supervision (four technicians/rollout team)

Confidential, Mechanicsburg, PA

Desktop Support Analyst

Responsibilities:

  • Configuration and support of Desktop and Notebook systems in a distributed environment
  • Windows 7 beta tester, prior to Enterprise rollout of the new operating system including application compatibility testing.
  • Deployment of Windows 7 to end user population including data migration and non-standard application testing and mitigation.
  • Cisco VPN support
  • Security response/virus remediation
  • Active Directory account maintenance
  • Break/Fix support for desktop/laptop systems
  • BES/Blackberry configuration and support
  • Laptop encryption deployment and support (Guardian Edge)
  • Pre-deployment application evaluation and testing (Windows XP)
  • Development and testing of simple scripting (to address specific issues in the Desktop environment)

Confidential, Harrisburg, PA

IT Support Analyst

Responsibilities:

  • Configuration and maintenance of Citrix Presentation Server farm
  • Security and incident response for a distributed 150 seat environment
  • Break/Fix support for servers/workstations/laptop systems
  • Windows Server 2003 maintenance (incl. patch management/updates, emergency restarts)
  • Active Directory account setup and maintenance (including Exchange 2003)
  • Storage analysis and maintenance (DASD, RAID)
  • Account creation and maintenance (EHS Care Revolution Practice Management System, aka EHS)
  • Implementation of electronic dictation/transcription system (part of move to Federally mandated EMR)
  • PC image library development and maintenance
  • Backup solution implementation and maintenance
  • Specification, testing, configuration and implementation of Windows XP based, Window 7 capable portable computing platform (Lenovo X200 Tablet PC’s; Citrix Client; dual VPN solution)

Confidential, New Holland, PA

Network and Desktop Support Analyst

Responsibilities:

  • Windows XP image development, maintenance and deployment
  • Lotus Notes and Domino server support
  • Server-side database installation and maintenance (including VM Ware and some SQL work)
  • Security Policy development
  • Ant-virus/anti-malware remediation
  • Platform standard development and implementation

Confidential, York, PA

Technical Support Analyst

Responsibilities:

  • Remote and local support of a large distributed PC network in a mixed Active Directory, classic Windows Domain and Novell Netware network
  • Cisco VPN connectivity support
  • RSA SecureID management and support
  • Account unlocks and password resets (Netware / Active Directory)
  • Remote system administration using Microsoft SMS and Novell Console One

Confidential, York, PA

TECHNICAL SUPPORT ANALYST

Responsibilities:

  • PC refresh project (including data migration) in an Active Directory/Windows XP enterprise environment.

Confidential, Wilmington, DE

Technical Support Analyst

Responsibilities:

  • Remote (telephone) support of a large distributed mixed PC and Macintosh network (40% PC/60% Macintosh) including all facets of Enterprise mini-computer support
  • Active Directory administration including account creation, deactivation, rights assignment/modification and maintenance
  • Password resets (Active Directory and PeopleSoft)
  • PeopleSoft account creation and administration
  • Remote system administration using LANDesk and Timbuktu
  • Cisco and Juniper SSL VPN support
  • RSA SecureID account support and maintenance
  • Adobe InDesign, InCopy and K4 support
  • Lotus Notes client support
  • Palm Treo support (including OTA re-provisioning)

Confidential, Springhouse, PA

Systems Analyst

Responsibilities:

  • Sole support provider for non-validated laboratory instrument computers at the Confidential &JPRD Research and Early Development laboratories at the Spring House, PA site.
  • Install and upgrade standard and non-standard lab system computers, operating systems and vendor software
  • Installation, configuration and maintenance of Waters Company programs including NuGenesis SDMS and MassLynx
  • Moves, adds and changes to both network and non-networked PC's and computer peripherals
  • Configuration and maintenance of printers
  • Installation and configuration of SCSI instrumentation including scanners, flow control devices, counters and scintillation recorders
  • Installation and maintenance of bar code scanners and Zebra brand bar code printers.
  • Maintenance of OS patch levels (Windows XP)
  • Maintenance and upgrade of Red Hat Linux based MRI instruments (Bruker)
  • Installation and configuration of anti-virus software (McAfee Enterprise 8.0i and AsAP)
  • Diagnose login and network problems
  • Hardware break-fix support
  • Maintenance of asset inventory database
  • Enforcement of all local and worldwide security policies
  • Monitor request and incident queue (Remedy-based system); close and document ticket activity.

Confidential, Langhorne, PA

Technical Support Analyst

Responsibilities:

  • Technical Support for mixed Domain/Workgroup distributed network
  • Network connectivity diagnostics
  • New user setup on Unix/Pick based system

Confidential, Orlando, FL

Technical Support Analyst

Responsibilities:

  • Supported full range of Confidential products including RAID, SATA and SCSI controllers, IEEE1394 (Firewire) and USB 1.1/2. on all operating systems including SCO Unix, Netware, Windows (NT/2000/2003) and Red Hat family OS’es
  • Help Desk update (Remedy).
  • “Best effort” support of attached SCSI, USB and IEEE1394 devices including digital video recorders, scanners, RAID enclosures and tape backup devices
  • Review and maintenance of internal and external (customer facing) knowledgebase

Confidential, Harrisburg, PA

Technical Support/Help Desk

Responsibilities:

  • Telephone (call center) support for third largest ISP in United States' broadband (Cable and ADSL) customers
  • Troubleshooting connection and OS issues for Windows and Macintosh clients (all OS versions)

Confidential, Conshohocken, PA

Technical Support Analyst

Responsibilities:

  • Support of a Windows XP Professional and Windows 2000 (Professional and Server) network with some Macintosh exposure, including Office 2000, Lotus Notes (5.x/6.x)
  • Account creation and maintenance
  • General Help Desk duties.

Confidential, Mechanicsburg, PA

Desktop Support Analyst

Responsibilities:

  • Desktop support for the existing ("as is") network
  • Support for the existing Notes/Domino messaging structure
  • Support of the new (NMCI) desktop environment, including Palm OS and Blackberry devices

Confidential, Lancaster, PA

PC ANALYST

Responsibilities:

  • Supported post-migration (Windows 95 to Windows 2000) users, devices and programs in a small (125 node) office and clean-room manufacturing environment

Confidential, Harrisburg, PA

Help Desk Technician

Responsibilities:

  • Support of a small (85 node) Windows NT/Windows 2000 network

Confidential, Orlando, FL

Senior Desktop Support Analyst

Responsibilities:

  • Level I/II/III Help Desk and desktop support of an 850 node mixed PC/Mac network (onsite), and 200+ remote PC notebooks.
  • Monitored SAN space utilization across multiple volumes.
  • Monitored and responded to virus/malware incursions and potential threats.
  • Formulated and applied client-side network security during development and rollout of Windows 2000 Professional image to 200+ remote and executive and 200 in-house users.
  • Developed, updated and maintained Windows 95(B) and Windows 2000 Professional desktop and notebook images
  • Initiated development of new Windows XP image for new notebooks and desktops in preparation for a Q3, 2002 - Q2, 2003 migration
  • Lead the Beta test of Microsoft's Office Mac 2001 (for Microsoft) at Harcourt, Inc.
  • Expanded sourcing for maintenance and emergency replacement parts and systems
  • Served as back-up to Sr. Network Administrator, assisting in tape backups, emergency server restarts and general system maintenance;

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