SUMMARY

• Experienced and knowledgeable Information Technology Professional seeking to contribute training and acquired skills within a Technical Support and/or Help Desk role.
• Work well independently, or in a group setting providing all facets of computer support such as troubleshooting, installations, and maintenance.
• In - depth knowledge and understanding of numerous software packages and operating systems.
• Skilled in providing Customer and End-User Help Desk Support.
• Easily identify and resolve technical issues and concerns.
• Superior communication and customer service.
• Excellent supervisory, training and presentation capabilities.

TECHNICAL SKILLS

Operating Systems: Microsoft Exchange Server, AS/400 Midrange, UNIX, DOS, Windows (95, 98, NT, 2000, XP, and 7 ), IBM MVS/ESA mainframe, ZEKE 4.2, ADSM database, OS/390, CA-7 job scheduler, etc.

Languages: JCL, TSO/ISPF, JES2, JES3, etc.

Networking: LAN, WAN,TCP/IP, IBM Backup Exec, Gateway, etc.

Hardware: IBM mainframe, IBM AS/400, HP8150 printers, IBM 3590 tape driver system, IBM 3495 tape driver unit, HP tape drive unit, IBM 3990 Optical tape library, and various other printers and hardware.

Software: Manage Engine Service Desk Plus, P-Synch Help Desk, Oracle Peoplesoft Enterprise, RSA Security Console, Dameware NT Utilities, Checkpoint Endpoint Connect, etc.

PROFESSIONAL EXPERIENCE

Universal Site Technician

Confidential, Sandston, Virginia

Responsibilities:

• Provide move/add/change (MAC) support for telecom and network infrastructure
• Maintain and troubleshoot digital/analog/VoIP phones and lines
• Install cross-connects, patch cables, fiber, jacks etc.
• Test and troubleshoot telephone and data circuits as required
• Local Area Network (LAN) support and interface with LAN teams
• Understand and follow standard call tracking processes and procedures
• Provide status updates and reports to Project Lead/Managers
• Work independently with little or no direct supervision
• Participate on project team involving premise wiring, Voice, and LAN projects
• Assist users with the following: PC Setup, re-image, data transfer, application and software installation, hardware repair for various PC and printer systems

Senior Technical Support Analyst

Confidential, Richmond, Virginia

Responsibilities:

• Responsible for reviewing, analyzing, and evaluating information technology systems and network operations.
• Provide technical and help desk support: Approximately 900 local users in the Untied States, and users in Canada, London, Paris, Asia, Europe, Africa, and other international regions.
• Troubleshoot network problems, offer on-call support for users and local and global contracted business clients.
• Answer, monitor, and document calls or ticket request to the Support Center
• Supervise and train employees in the sections of Fulfillment and Finance who are responsible for print jobs.
• Provided technical training on hardware/software to end users and develop training materials.
• Responsible for LAN and AS400 user security.
• Responsible for implementing new programs for the AS400 Jupiter System (testing and production).
• Perform computer configuration tasks; as well as resolve desktop and laptop hardware and software problems
• Maintain response standards, develop and maintain good standing with local, national, and global clientele.
• Performs a variety of complicated tasks and other duties as request by IT Director.
• Performed set-up, break-down, and transport of agency equipment (Workstation and peripheral devices, PC’s, laptops, printers, audio visual equipment, copier, scanners, etc.)

Computer Operator

Confidential

Responsibilities:

• Responsible for supervising and monitors night activities within the department of information technology.
• Responsible for identifying, analyzing, resolving and documenting complex technical problems in a timely manner: trouble shoot network issues and user problems
• Responsible for the implementation of user access, security to computer system and security for facility access.
• Provide night help desk support services: Responds to telephone calls, email and personnel requests for technical support.
• Monitor consoles to ensure scheduled jobs are completed: Observes peripheral equipment and error messages displayed on monitor of terminal to detect faulty output or machine stoppage.
• Performs continuous analysis of production jobs, backup processes, system monitors and server availability.
• Perform routine tasks to maintain computer equipment and their peripherals.
• Loads peripheral equipment such as tapes and printer paper for operating runs.
• Moving objectives from development to the production environment.
• Insures proper distribution of checks, reports, and all other print jobs to proper departments (Travel Sales, Insurance, Visa, Bank Card, Blue Card, American Standard and other business clients and departments).
• Ensure that proper and complete turnover information is produced for the next shift.
• Creates and manages escalation procedures and ensures service levels are maintained.
• Familiar with commonly-used concepts, practices, and procedures within computer operations and the IT department.
• Use extensive experience and judgment to plan and accomplish departmental goals.
• Provides sol solutions working with all groups affected.