Support Center Analyst Resume Profile

OBJECTIVE Seeking an opportunity to utilize Technology Business skills and experience in a Corporate or Government related environment

PROFILE SUMMARY

Senior level support analyst with 18 years of IT experience supporting LAN WAN topologies network hardware and software applications in corporate and government related environments. 5 years of experience and exposure with Project Management Project development and planning Project execution resource deployment and management at an enterprise level.
Extensive functional and technical knowledge of microsoft technical business solutions. A solid understanding of business operations coupled with excellent technical skills in the areas of database administration hardware operating systems software installation processes and networking.
Experience working in a Network Operations Center and/or working with network monitoring tools and devices in an organization of 1000 nodes or more. Proficient with various firewall technologies.

PROFESSIONAL EXPERIENCE

Confidential

Support Center Analyst / Helpdesk Evening Manager

Providing day to day technical support to corporate users within the NYL infrastructure. Supporting PC and laptops server hardware wireless Vpn technologies Lotus Notes Ms Outlook Mainframe operating systems and products. Use Remedy 7.0 to document and manage issues through out the entire lifecycle .Communicating with other internal and external support group in an effort to resolve technical issues within a timely matter ..

Confidential

Helpdesk Support Analyst

Worked as a Technology Support / Financial Service representative in a 100 phone support call center environment. Supported Financial related software and technologies on a daily basis for corporate business partners. Blackberry PDA s laptops remote dialup Rumba Lotus notes.

Confidential

WAN Analyst

Worked as a WAN consultant in a network operation center.Position consisted of troubleshooting cisco routers and switches in support of a global network infrastructure in a call center/ helpdesk environment.Technologies included Cisco routers switches TCP/IP ISP circuits Ethernet and wireless network technology. Web Load Balancers Network Sniffer/ Traffic Analyst

Confidential

Security Business Relations

Provided security/ business relation for a high technology bank operations center that specializes in Internet Banking. Acted as a liaison between customers and internet bank. Interacted with all areas of operation center including human resources customer service executive management marketing and operations.

Confidential

Worked as an independent contractor in the information technology industry. Supported system network related issues in corporate/government related environments including
The State of Georgia Department of Revenue Fortune 500 companies. Operated as small business entity utilizing computer and business relations skills/experience to advance the needs of the client. Worked in multiple roles based on the requirements of each project/client.

Confidential

Supported level two hardware and software issues in a Novell 3.12 Win 95 environment. Assistant to system administrators in support of LAN/WAN issues. Performed routine network administrative and maintenance duties including distribution of software upgrades monitoring of daily activity troubleshooting of network usage and computer peripherals setup of new users installation of new applications performed system backups and data recovery resolution of network communication problems.

Confidential

Performed duties as a Helpdesk Technician in a problem management environment supporting corporate users with software and hardware related Lan/Wan issues. Maintained workstation and laptop systems on daily basis.

Confidential

Provided level 1 computer support to corporate and home user from a call center environment. Gain experience as a helpdesk technical support specialist and experience using vantive support application. Supported NEC systems in a Win 95 environment.
Performed duties as a Helpdesk Technician in a problem management environment supporting corporate users with software and hardware related Lan/Wan issues. Maintained workstation and laptop systems on daily basis.

Confidential

Served as a fighter aircraft specialist in support of Confidential. Acquired basic computer and office administration experience while working as an office specialist with the responsibility of collecting and documenting aircraft flight /system data and processing information into a Core Automated Maintenance System Database as required. Experience interviewing and interacting with military pilots and support personnel in an effort to insure the accurate and successful flight of Air Force missions. Performed Public Relations duty in support of national air show tour which involved traveling and briefing the general public about stealth aircraft technology. Received Air Force Achievement medal for outstanding performance. Operation Desert Storm Veteran

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