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Help Desk Analyst Resume

OBJECTIVE:

  • Acquire a system administrator position where I can utilize my technical skills in troubleshooting network, application and database issues in a network environment with the opportunity to be exposed to new technologies.

TECHNICAL SKILLS

Platforms: Operating Systems - Windows Server 2012/2008 Active DirectoryWindows 7/Vista/XP, Mac OS X, Linux (Debian/Ubuntu)

Databases and Tools: Oracle 11g, 10g, SQL Server 2012/2008, MySQL 5.0, Access 2010/2007. SQL Analyzer PHP Admin (MySQL), ReportSmith (Oracle), Toad (Oracle) Oracle Enterprise Management

Languages: C#, Java, XML, HTML, SQL

Client/Server Software: Acronis Backup and Recovery, Symantec Ghost Solution Suite, VMware, McAfee Enterprise, ESET, Trend Security, Ad-Aware Enterprise, Track-It 8.0, Remedy

Production Software: MS SharePoint, Microsoft Office 2010/2007/, MS Visio, Lotus Notes, OpenCMS (web content management)

PROFESSIONAL EXPERIENCE

Confidential

Help Desk Analyst

Responsibilities:

  • Created and maintained lab Users and Groups in Active Directory.
  • Performed System Administrator duties for several scientific platforms (Permissions, Backups and Restores).
  • Provided consulting to scientists by providing solutions for system builds, network access, and storage.
  • Installed and configure scientific applications with SQL Server and Oracle database backend.
  • Primary application support contact for several scientific applications.
  • Troubleshoot in-house built web-based applications.
  • Led project for Windows 7 migration for eligible lab systems (100+ PCs and laptops).
  • Led project for McAfee update project for failed installs during domain migrations (200+ PC’s and Laptop).
  • Led project for domain migration for lab systems that failed during initial auto migration (300+ PC’s and Laptops).
  • Built specialized scientific systems per vendor specifications.
  • Imaged systems using Acronis and deploy PC workstations and laptops.
  • Used VMware to virtualize Win 7, XP operating systems.
  • Patched network cables to network switch and activated ports for network connectivity.
  • Troubleshoot connectivity issues with network resources.
  • Facilitated creation of network folders, servers and databases per users and vendor requirements.
  • Prepared Ubuntu Linux Servers (Sys Prep) to be put in Novartis network environment.
  • Acted as liaison between users and vendors.
  • Documented all ticket requests and resolutions in web based ticketing system (TechExcel).

Confidential

Help Desk Analyst

Responsibilities:

  • Created, maintain Users and Group permissions in Active Directory.
  • Maintained client/server applications.
  • Security Software - Trend Security / Malware Bytes
  • Backup Software - Symantec Ghost Solution Suite
  • Imaged and deploy PC workstations and laptops.
  • Performed system retirement and profile archival procedures.
  • Troubleshot connectivity issues with network drives, printers.
  • Setup and configured Avaya VOIP phones for users.
  • Installed and support Microsoft Office 2003/2007/2010 including PowerPoint and Visio.
  • Installed, configure and support Outlook 2003/2007/2010.
  • Documented all ticket requests and resolutions in detail in Track-It Ticket System.

Confidential

Deployment Technician

Responsibilities:

  • Performed system prep on PC workstations, laptops, Mac’s and MacBook’s.
  • Deployed PC and MAC workstations and laptops.
  • Performed troubleshooting to network assets across multiple domains (network drives, database).
  • Performed full system migrations for PC and MAC workstations and laptops.
  • Performed PC and Mac software installs and upgrades.
  • Performed system retirement and profile archival procedures.
  • Use VMware to virtualize Win 7, XP operating systems.
  • Documented all ticket requests and resolutions in detail in Remedy Ticket System.
  • Maintained client/server applications.
  • Security Software - ESET NOD32/ Malware Bytes
  • Backup Software - Symantec Ghost Solution Suite
  • Maintained Users and Groups permissions and passwords in Active Directory.
  • Installed and supported Microsoft Office 2010 for PC’s and Mac’s.

Confidential

Technical Support Specialist

Responsibilities:

  • Maintained 30 + PC workstations, network printers.
  • Performed all workstation software installs and upgrades.
  • Maintain client/server applications.
  • Security Software - Symantec Anti-Virus / Firewall - Ad-Aware 2007
  • Backup Software - Symantec Ghost Solution Suite
  • Maintained Users, Groups and permissions in Active Directory on Windows Server 2003.
  • Implemented back up and recovery strategy for all workstations.
  • Installed and supported Microsoft Office 2003/2007 including Outlook

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