Analyst - Help Desk Resume
3.00/5 (Submit Your Rating)
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