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Analyst - Help Desk Resume

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PA

SUMMARY

  • System Administrator with 4 years of progressive experience providing analysis, strategic planning, programing, project management, and data management.
  • Solid record of performance managing analytical studies, key initiatives, and high - profile performance improvement projects.
  • Experience managing server infrastructures and data-center operations across Unix, Linux, Windows and Mac OS X platforms.
  • TEMPEffectively plan, install, configure and optimize IT infrastructures to achieve high.

TECHNICAL SKILLS:

  • Linux/RHEL/Unix Administration
  • Unix Shell Scripting
  • Perl Scripting
  • AIXHP-UX Troubleshooting
  • VIO Administration
  • VMware ESXi/vSphere
  • LDAP
  • Web Services (IIS
  • Apache)
  • Sun Servers
  • SAN Storage
  • MySQL
  • LANs/WANs
  • TCP/IP
  • Cisco and Netgear Routers
  • Active Directory Domain Controllers
  • iptables
  • DNS
  • VoIP
  • Wireless/VPN Architecture
  • Batch
  • Powershell
  • Python
  • Kotlin
  • C#

PROFESSIONAL EXPERIENCE

Confidential, PA

Analyst - Help Desk

Responsibilities:

  • Receive approximately 150-250 calls per week
  • Provide customer focused 1st & 2nd level technical support for corporate customers and accurately log all AE internal ticketing system
  • Respond, identify, and resolve routine issues through discussions with corporate customers
  • Provide procedural and level 1 and 2 technical support in a timely and responsive manner to customers with computer related problems, such as lack of understanding about software, inoperative hardware or software.
  • Assist in training customers to avoid recurring issues
  • Follow established processes for the control, escalation, tracking and follow-up of any reported issues
  • Provide customer focused 1st & 2nd level technical support to store associates

September 2020 New Millennium

Confidential, PA

Responsibilities:

  • Apart of a team supporting and Migrating GE laptop to the Wabtec network
  • Providing Customer support to the wabtec employees while providing excellent support
  • Documenting the process and updating the procedure to management

Confidential, PA

Field Technician

Responsibilities:

  • A part of a team environment deploying imaging and troubleshooting Windows 10 machines
  • Also inventorying UPMC self-check- in kiosk
  • Providing service and customer support during field visits or dispatches
  • Managing all on site installation, repair, maintenance and test tasks
  • Diagnosing errors or technical problems and determining proper solutions
  • Document processes

Confidential, PA

Level one support team

Responsibilities:

  • Recovering BNY Mellon equipment Maintained 99.1% accuracy
  • Filters Help Desk calls and provides basicsupport and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation toLevel2 andLevel3support.
  • Gathers and analyzes information about the user’s issue and determines the best way to resolve their problem.
  • Provide support for identified Level 2 and Level 3 issues where configuration solutions has already been documented.
  • Provide support for identified Level 2 and Level 3 issues where configuration solutions has already been documented.

Confidential Fund Lansing, MI

Microsoft Office 365 L2 Support

Responsibilities:

  • Provided Escalated Support for Microsoft Office 365
  • Ex, Microsoft Teams, OneNote, OneDrive, Delve SharePoint
  • Provided excellent customer service support, while multitasking to close 99 percent of my tickets with a high call volume.
  • ServiceNow ticketing System
  • iPhone 7 Office email updates
  • Windows Server 2016 Active Directory

Confidential, MI

Microsoft Office 365 Service Desk Technician

Responsibilities:

  • Deployment and maintenance of a Enterprise network provided Business partners with Microsoft 365 helpdesk support
  • Answered questions regarding MS365 and resolve issues
  • Escalated to in house Help as needed
  • Closed 95 percent of tickets without escalation
  • Office 16,19
  • Arm, azure active directory,
  • Azure exchange
  • SCCM 2012 r2
  • Updated iPhone with office 2016
  • Windows 7 to Windows 10 migration and escalated support
  • Working in a call center environment creating tickets using the ServiceNow ticketing system.
  • As a consultant we supported 50,000 computer environments, handing an average of 50 tickets a day.
  • With use of SCCM and ServiceNow ticketing, me was able to pinpoint major incidents,
  • Supporting Incident Management software

Confidential, MI

Consultant

Responsibilities:

  • Able to perform system upgrade on a time sensitive project for the Marriott Fosse Server
  • Able to stay focused to configure, customize and integrate Fosse system
  • Run Redhat Linux commands to configure Fosse server
  • A revitalization project for PNC Bank by refreshing Dell and Lenovo Laptops and Desktops
  • As a team, we used a ticketing system to ensure data backups and restores were performed.
  • We worked as a team to be sure of software installation before we would ship the laptop or desktop back to the manufacturer.

Confidential, PA

Assistant System Administrator

Responsibilities:

  • Reengineered company’s systems setup, establishing automated server generation routines, optimizing system performance, installing upgrades/patches, establishing system monitoring and maintaining security protocols.
  • Ensured dat all server hardware, operating systems, software and procedures aligned with organizational standards and strategic business plan.
  • Revamped NetBackup schedule and upgraded 15 Oracle servers. Optimized system availability (averaging 99.95% uptime) and equipped company with scalable systems to support business growth.
  • Increased team productivity and automated repetitive tasks by using batch files, PowerShell, VBScript and WMI.
  • Acted as escalation point for troubleshooting advanced network/systems issues; consistently earned 100% issue-resolution scores by providing excellent service to internal and external customers.
  • Worked with Windows Server 2008 and Linux operating systems
  • Installing/configuring software
  • On some projects utilized ASP.net, C#, Java, JavaScript, PowerShell, VBScript, and Visual Basic
  • Updates and installation of software patches with the use of SCCM

Confidential, PA

Assistant System Administrator

Responsibilities:

  • Unix/Linux systems administrator with experience configuring, monitoring, upgrading and maintaining systems hardware, software and related infrastructure
  • Updated the user information on the server, utilizing Microsoft active directory tools, maintained the internal system by updating the software and hardware and keeping a backup of the system
  • Administration of monitoring network security
  • Monitored system performance and resource utilization
  • Assist in the deployment, documentation and ongoing maintenance of IT systems
  • Rectifying employee computer issues by investigating and troubleshooting escalated incidents
  • Configured Municipality website to insuring dat it functions properly through Linux based program
  • Security patches and updates

Confidential, PA

Secretary

Responsibilities:

  • Schedule and confirm patient diagnostic appointments
  • Answer telephones, and direct calls to appropriate staff
  • Maintain medical records, technical library and correspondence files
  • Perform various clerical and administrative functions
  • Perform bookkeeping duties, such as credits and collections, preparing and sending financial statements and bills, and keeping financial records
  • Complete insurance and other claim forms

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