Service Desk Analyst Resume

TECHNICAL SKILLS:Skills:

Network Design & Engineering / Hardware Support & Replacement / Project Management / Service Operations Management & Consulting

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Analyst

Responsibilities:

Duties included resolving technical issues related to the Confidential product.
This included server, database, network and user workflow issues.
Frequent issues included troubleshooting IIS, Services, Win Firewall, SQL server & OS issues; as well as subscriber device issues such as client SQL database, network, software & dispatching for hardware malfunctions.
This was all in a structured inbound call queue with measured metrics, using the SalesForce work management system.

Confidential

Information Security Analyst

Responsibilities:

Assist and facilitate user access certification in multiple systems through email, phone and chat.
Assist with onboarding new applications to automated access certification tools.
Review and approve or deny descriptions for roles and access level tiering.
Provide oversight analysis of data feed failure problems to meet IT compliance thresholds.
Assist with manual access certifications for applications not yet integrated with automated tools.

Confidential

PCI Compliance SME & Network Security Consultant

Responsibilities:

Successfully provided the strategies, device configurations and policy guidance to assist the end - customer in obtaining initial PCI Compliance validation.
Completed full policy overhaul, reconfigured and deployed switches, routers, firewalls and encryption solutions required to meet compliance requirements.
This was a consulting role completed once initial attestation was received from the Approved Scanning Vendor (ASV).

Confidential

CIO, Service Manager & Lead Tech

Responsibilities:

Started as Field Tech and resolved all customer issues consistently.
Promoted to Lead Tech and completed all lingering customer installations and taught existing technicians more efficient methods in completing repairs and troubleshooting all aspects of involved technologies.
Promoted to service manager and completed major flagship project that had gone stagnant.
Installation of 20 different branch sites in parallel with tackling process development to get the service department working efficiently again.
Promoted to CIO upon completion of flagship project, designed internal data center footprint (single cabinet for small space) and drew up the project roadmap for entire company ownership change, assisted in new owner branding change and business development under new moniker and developed proper SLAs to improve customer expectations.

Confidential

NOC Tech

Responsibilities:

Orchestrated engagement of proper teams for top-priority outages across worldwide data centers.
Obtained SQL database backups and delivered to appropriate teams or customers.
Resolved issues that would arise through proactive monitoring with multiple alert consoles.

Confidential

Network Engineer

Responsibilities:

Resolved customer issues daily.
Successful troubleshooting of VPN and connectivity issues within PCI compliant networks.
Orchestrated equipment replacement and reconfiguration to restore merchant processing capabilities for end merchant customers.
Engaged top-tier network carriers when applicable and drove issues to completion ensuring SLAs were met across split scopes of support.

Confidential

Helpdesk Analyst

Responsibilities:

Remote and in-person user support for Scrum and agile development environments supporting and developing DoD contracted equipment.
This also involved proper information security handling and security awareness. Built initial Dell KACE image library during migration to KACE.
Active Directory administration for unclassified section of network was part of daily duties.

Confidential

TelePresence & HealthPresence Engineer

Responsibilities:

Resolved executive customer issues through inbound call queue working Tier 1 incident tickets.
Issues ranged from basic user instruction to in-depth network infrastructure troubleshooting.
This included CUCM & TelePresence server issues plus WAN/LAN network troubleshooting throughout Cisco & customer network fabric.
Provided executive level support on inbound calls and detailed documentation of resolution for automatically created tickets between calls & addressed all issues within SLA metrics.
Promoted to HealthPresence medical solution while still maintaining prior support obligations.

Confidential

Technical Support

Responsibilities:

Inbound technical support for Tier 1 internet access issues.
Supported consumer customers with DSL and fiber delivery issues, scheduled field technician visits and escalated remaining issues per guidelines.