Technical Support Analyst Resume Profile

Objective

To further buttress my 5 year IT professional career with a progressive Corporation that utilizes Information Technology for her daily operations.

Profile

A Self-motivated individual committed to staying current in information technology. Ability to fully utilize limited IT resources to solve problems. A detail oriented professional with exceptional technical knowledge and skills. An effective team player with unparalleled communication skills. A strong proven track record of troubleshooting complex technical issues with minimal given information. A thorough focused and hardworking professional capable of troubleshooting variety of systems from computer hardware software third party enterprise applications networks etc.

Technical Skills Summary

Mac and PC OS. Microsoft Office 2010 Exchange. Active Directory. Remote Desktop Applications. Mobile devices IPhone Ipad BlackBerrys Unix and Linux FTP VPN Windows VMware

Professional Experience

Confidential

Technical Support Analyst

Serve as a Tier 1/Tier 2 technical support resource supporting approximately 3 000 plus users nationally and internationally via email telephone and in person and escalate to
Using Splunk to investigate Network related issues logins phones and port connections etc.
Perform first-level network administration duties including permission assignment password management and access control and network connectivity troubleshooting Wi-Fi VPN LAN
Install configure and maintain a wide range of software applications including but not limited to Windows 7 Mac OS X Office 2010 VMware Player
Troubleshoot and resolve complex hardware and software issues such as but not limited to performing backup retrieval and encryption of end user workstations.
Assist with network configurations assigning static Ip address and firewall configuration for custom users and report basic Server incident via monitoring tools - Nagios to Senior Linux Administrators.
Install Cent OS Redhat and Ubuntu on Virtual Machines for users. Configure Repositories and install upgrade and remove programs using VI and Nano editors in Terminal.
Assist Linux Admins with Creating User accounts and Granting File permission to specified locations and shares.
Create Documentation and provide training of junior teammates for computer hardware software network shares Secure File transfers and network printer installations etc.
Setup configure and troubleshoot Cisco IP phones- softphone and Physical phone and voicemail profiles using cisco call manager and unity
Using Exchange Server configure and create mailboxes distribution lists email accounts and grant various access levels and permissions to different user groups.
Using powershell scripts to create and update mailboxes on Exchange server and create mailboxes in Active Directory
Using Cisco call manager alongside Cisco unity connection to create phone profiles features line configurations and voice mails.
Perform Desktop and laptop troubleshooting and optimizations memory installs case swaps data migration backup retrievals Driver updates etc .

Confidential

IT Helpdesk Support

Assist End users Students Faculty and Staff with several PC Mac and Mobile Peripheral Issues over the phone via email and chat - Over 95 000 approximate Global and local end users.
Knowledge of Organizational units in Active Directory and perform password resets
Troubleshoot numerous browser settings and interoperability issues with UMUC proprietary web-based learning management systems Cookies Applets Plug Ins Cache.
Installing upgrading and debugging of Java plug ins.
Assist with email setup using Clients Mac mail Outlook Blackberry Enterprise Server etc.
Create respond to and Escalate Tickets web based and Phone as needed using Parature web based Ticketing software
Assist end-users Connections and file transfers with WinSCP to UMUC s Unix Servers

Confidential

Desktop Support

Isolate troubleshoot and provide desktop support for 15 end users on a daily basis and performed PC optimization services for end user workstations.
Responsible for providing training to co-workers on desktop applications and recommend software solutions for daily business processes.
Setting up domains and Policies for Groups Users and organizational units in a Server and Active Directory environment.
Pioneered the use of Microsoft Outlook to create a reminder system for renewing Preauthorization and Health certificates for over 600 Clients and performed Sync of Calendars onto IPhones of Supervisors.
Environments Microsoft Outlook Access Windows 7 Windows XP IPhone Windows Server 2008 Active Directory Mac OSX Redhat Box FTP Exchange server VMware SCCM BOX.

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