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Senior Technical Support Analyst Resume

SUMMARY

  • 20 Years IT Experience 10 Years Executive Support Leadership/Motivation Organizational Development 10 Years Router Experience Budgeting & Planning
  • 10 Years User Management Experience Strategic Problem Solving Management of Cross - Functional Teams Project Planning and Development

TECHNICAL SKILLS

Windows Operating System: XP, Win7, Win8.1, Win10, S

Backup Software/Storage: Symantec Backup Exec, BrightStor ARCserve Backup

Imaging Software: Norton Solution Suite 2.0, MDT

Office Products: Office 2013, 2016 and O365 Word, Excel, Access, PowerPoint, Outlook, Project, Visio

Computer Hardware: HP Desktops and Laptops, Dell Desktops and Laptops

Engineering Software: AutoCAD 2004, AutoCAD Lite, IMAN, NX3, TeamCenter, Bentley Microstation

Webpage Design: Dream weaver, FrontPage

Deployment Software: Altiris, SMS, SCCM

Trouble Ticketing Software: HP OpenView, Clarify, Remedy, Altiris

Mobile Devices: Iphone Support (Configured wif Mobile Iron, Microsoft Intune.)

Network Support: LAN/WAN, TCP/IP, DHCP, Switches, Routers, Network Printers

PROFESSIONAL EXPERIENCE

Confidential

Senior Technical Support Analyst

Responsibilities:

  • Main point of contact for printer and pc refresh project
  • Responsible to train, coach, mentor, Plan and conduct performance appraisals of Help Desk staff.
  • Managed all pc images using Hyper-V and Oracle Virtual Box for global distribution
  • Managed SCCM environment for package deployment and integrated it into WSUS for patching system.
  • Responsible in making recommendations to management for improvements in workflow and processes.
  • Provided desktop support/system admin support for all of NORAM and LATAM offices
  • Create domain and exchange accounts for new hires
  • Acted as main point of contact for all server and network issues in the Houston office
  • Worked wif Technium to resolve any network related issues and made sure that issues were resolved wif minimal downtime
  • Establishing and enforcing Help Desk service levels agreement wif end users to establish problem resolution expectations.
  • Created Windows Deployment system using MDT wif quarterly updates.
  • Assumed additional responsibilities wif special projects as assigned by Management.

Confidential

Senior Client Support

Responsibilities:

  • Setup and lead desktop infrastructure wifin information technology.
  • Provide senior level expertise in analyzing information system needs and recommended appropriate solutions. Coordinate systems improvements between Information Technology and/or vendors and clients.
  • Used Active directory to create, disable and modify account security settings and information related to business department.
  • Document requirements and ensure customer review and approval. Participate in the analysis of business and user requirements for information
  • Build and maintain relationships wif key personnel including executives, user management, project teams, and information services support staff.
  • Image, configure and maintain desktops, laptops, printers, wireless networked devices, and PDA’s
  • Identify hardware, software, operating system, enterprise applications and integration problems.
  • Main contact for all C-Level support
  • Used Altiris ticketing system to track incidents severity and closed incidents according to SLA agreement.
  • Create and maintain user accounts in Active Directory for various enterprise applications.
  • Was in charge of managing IT share point site by creating structure and limiting permissions to modify documents
  • Meet, plan, and monitor projects using Microsoft Project and SharePoint.
  • On call contact during weekends and holidays.

Confidential

Desktop Support/Executive Support

Responsibilities:

  • Worked wif a team of 15 desktop individuals who gave support to three different building on campus.
  • In charge of a 3-man team who gave Trade Floor Support
  • Held weekly team meetings to discuss any ongoing tickets while trying to collaborate wif other members on best way to resolve ticket wifin SLA agreement.
  • In charge of all Executive Support at the corporate location, which consisted of installing new devices, setup network printers, organized new drops from 3rd party vendor, and all software support.
  • Designed and tested multiplatform images for an enterprise-based environment.
  • Assisted user wif Setting up Outlook and Troubleshooting where necessary
  • Helped users wif manipulating excel spreadsheets.
  • Helped users migrate Outlook from one pc to another, created new personal folders
  • Synchronized users email, calendar and address book wif their blackberry.
  • Used Remedy to maintain and log all case notes regarding users’ issues and resolutions.
  • Documented all procedures in resolutions to hardware and software issues and well as a systematic procedure to create a pristine image to deploy to systems.
  • Coordinate hardware and software installations to ensure work is performed in accordance wif company policy.
  • Isolated and diagnose common system problems: documented system events to ensure continuous functioning, recommend course of action and implement as approved.

Confidential

Systems Analyst/Network Administrator

Responsibilities:

  • Analyze complex software and hardware matters of significance pertaining to networking connectivity issues, printer, server, and application to meet business needs.
  • Coordinate hardware and software installations to ensure work is performed in accordance wif company policy. Recommended resolutions to complex matters of significance and coordinate the implementation of the approved course of action.
  • Isolated and diagnose common system problems: documented system events to ensure continuous functioning, recommend course of action and implement as approved.
  • Created and maintained backup operations from multiple locations.
  • Maintained the Lotus Notes Domino Server for Database use only.
  • Created and organized user accounts through active directory.
  • Helped organize new reporting software implementation.
  • Helped maintain over 100 computers for successful day-to-day operations.
  • Helped users create macros and train users wif creating and manipulating excel spreadsheets.
  • Provided application support to several engineering apps such as Bentley Microstation and AutoCAD

Confidential

Migration Technician

Responsibilities:

  • Implemented and Organized a Nationwide PC Refresh for CEMEX.
  • Oversaw and consulted wif state managers and field technicians.
  • Quickly identify, analyze and corrected problems wif migration teams located throughout the nation.
  • Saved thousands of dollars in project costs by efficiently using resources in the field.
  • Organized and participated a PC Deployment and Data Migration for HISD.
  • Developed a comprehensive program that led to the overall completion of the projects.
  • Made Recommendations for updating and referencing IT documentation and procedures.

Confidential

Quality Control Technician

Responsibilities:

  • Provided leadership and direction by understanding business processes, identifying potential usability issues, and ensuring that an appropriate level of application quality was maintained at all times.
  • In charge of all units that are to be repaired and center of communication between HP, Siemens, T-Mobile, IMATE Executives and Confidential regarding customers’ units.
  • Provide software testing for PDA’s as well as support for the repair team in trouble shooting
  • Created trouble tickets for users using HP OpenView.
  • Maintained strong written and verbal communication skills wif clients.
  • Monitor strict IT guidelines, rules, and quotas.

Confidential

Help Desk Technician

Responsibilities:

  • Provided technical support for Compaq computers and SBC DSL via telephone and email support.
  • Accurately interpreted customers’ problems and offered the best solution for end users.
  • Guided end users reinstalling OS, Office Suite, printers and other device drivers.
  • Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to Help Desk Staff.
  • Independently designed new staffing schedule to improve night-time coverage and reduce cost of overtime.
  • Worked independently providing sole support nationwide.

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