Help Desk Analyst II Resume

SUMMARY

Innovative, results - oriented risk management professional with measurable academic and professional achievements in technical project management, network security support/administration, and providing guidance on information security related matters.
Problem-solver with a passion for technology; conceptualizing, developing, and implementing solutions, and partnering closely with external customers, business leaders and C-level executives.
Excels in developing and motivating highly focused teams that successfully meet and exceed company objectives.

TECHNICAL SKILLS

Programming Languages: C++, C#, VBA, Scripting knowledge, JavaScript, OOP (Object Oriented programming), Relational Database Management Systems, SQL Queries, XML, HTML

Operating System/Platforms: DOS, WIN 95/98/00/ XP

Software/Tools: MS Office, Sharepoint, Active Directory, Sybase, UNIX, SOE Environment, MS SQL Server, Novell, Endpoint Checkpoint, Cisco AnyConnect, Citrix, Oracle OTL, Rumba mainframe, TPX, MMIS, and LMS

Network Configurations: Fiber Optic Cables, Cat 5 and Cat 6 cables, Cisco switches and routers, Windows 2008 R2Standard Edition, Active Directory to windows server2008R2, DNS

Network Security: Knowledgeable of Malicious Viruses, Firewalls, IP SEC, TACACS, PKI, Encryption, Port security, Protocol Analysis

Certifications: Network +

PROFESSTIONAL EXPERIENCE

Help Desk Analyst II

Confidential

Responsibilities:

Managed various areas of support including, VPN connectivity, account provisioning, user permissions, email, and Windows installation, configuration, malware scans, and software upgrades
Provided support services for Citrix, Oracle OTL, Rumba mainframe, TPX, MMIS, LMS
Assisted users with network printer connectivity and installation
Provided assistance for troubleshooting IPhones, IPads, and other cell phones
Maintained and monitored support for all TCP/IP network configurations.
Executed remote desktop and laptop procedures using SC2012 R2 Configuration Manager

Help Desk Analyst

Confidential, Baltimore, MD

Responsibilities:

Managed a daily volume of approximately 70 calls
Performed various IT troubleshooting which included account password recovery and VPN/LAN/wireless connectivity
Provided support services for RSA Tokens, PIV cards, Tivoli Remote, Cisco AnyConnect, CheckPoint Endpoint and network printer connectivity
Created user accounts and user permissions
Used sound judgment to assess and develop solution to resolve problems

Help Desk Specialist

Confidential, Columbia, MD

Responsibilities:

Received and managed daily volume of approximately 40 calls
Utilized Active Directory to assist students with user account troubleshooting
Provided printer support for HP 9050 and Canon GPR series high volume printers
Provided support for PC and Mac applications

System Engineer

Confidential

Responsibilities:

Maintained current knowledge of development methods and applications
Assisted in ensuring the confidentiality, integrity and availability of the security system
Effective communicator who readily interacts with staff at all levels, as well as clients and vendors
Mediated and provided guidance and direction to various business groups to ensure the achievement of corporate and project goals
Installed and configured Netware Servers on the enterprise network that consisted of 12,000 users
Administrated Novell products such as Netware 6.5, eDirectory, iChain Web Security Server and Novell Portal Servers
Applied integrated Active Directory and Novell eDirectory using XML code
Created domain user accounts and local user accounts in Windows 2000 and Windows XP for Active Directory
Configured and performed troubleshooting on Application Servers, Member Servers, Standalone Servers, and Index Servers
Created and maintained programmatic and technical documentation to insure efficient planning and execution

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