SUMMARY:

• Twelve years of in - depth IT support skills and flexibility in a large Confidential standard community, requiring strong security, ethics, problem solving and testing skills.
• Expertise includes IT administrative support, Telco Service and proficiency in knowledge of the use of electrical and industry standard cabling (NCE), adaptable toward new technologies and infrastructure.
• Ability to seek various alternatives to business problems to achieve desired results, completing multiple simultaneous tasks in a timely manner.
• Excellent written and verbal communication skills, extremely organized, proactive and able to work independently and effectively multi-task to ensure that all projects are completed in a timely manner.
• Strong customer service skills with the ability to diffuse difficult situations.

CORE COMPETENCIES:

Operating Systems: Windows XP, Win 2000, WinNT 4.0, Windows 98, Windows 95, NCR-POS, Linux, UNIX

Applications/Software: MS-Office 2010, MS-Office 2007, MS-Office 2003, MS-Works, Lotus Notes, Backup Ex. NetBackup, Citrix, AS400 Management

Remote Take-Over Tools: PC Anywhere, Remote Desktop, GoToMeeting, Bombgar, Carbon Copy, Dameware

Mobile Devices Support: Iphones (all flavors), Blackberrys, and Androids

Programming Languages: C++, Java, SQL, HTML

Ticketing Applications: Magic, Remedy 7.6, Remedy 5.0, Manage Now, EESM, Siebel, Mercury, iLog, Diagwin, ServiceNow

Site Management Tool: Used to monitor servers at Confidential colo sites assuring the status of servers and mainframes at Different locations

Hardware: CAT 5e/6e LAN, coaxial and fiber optical cables, switch equipment (S8700/S8300), Cajuction boxes, Fire-stop boxes.

Telecommunications: Avaya telephones (2410, 2420, 6410, STE phone (Secured Telephone Equipment) systems, Polycom, Tanberg video conferencing.

PROFESSIONAL EXPERIENCE:

Confidential, Raleigh, NC

IT OPS Support Analyst

Responsibilities:

• Attained Public Trust Clearance for this position
• Responsible for monitoring, maintaining, and supporting 455 LAN Controllers and Telecommunications Postal Integrated Network (TPIN) for the United States Postal Service Sites.
• Troubleshooting and resolving wireless infrastructure issues related to the DUIT DSS, PASS, and MPOS projects, unresolved issue are escalated to level 3.
• Verifies service by testing and re-programming circuits, equipment, and alarms; identifying and correcting problems with wireless access point (WAP) and work group bridge (WGB; conferring with engineers.
• Provide resolution support or implemented escalation procedures to the appropriate group for resolution.
• Maintains network by troubleshooting and repairing outages; testing network back-up procedures; updating documentation.
• Establish direct support with end user; gather pertinent information to assist in troubleshooting issues, documenting by opening incidents tickets in Remedy and ServiceNow.
• Establishing interfaces and integrations; following industry standards; activating remote access.
• Maintains safe work environment following standards and policies.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job s.

Confidential, Raleigh, NC

IT Analyst

Responsibilities:

• Provided 24x7 Mobile Point of Sale (MPOS) Supported to Postal Service sites; assisted client with WIFI connectivity issues.
• Established contact with end users; gathered information to troubleshoot with installing label and receipt printer to MPOS device.
• Checked settings made sure devices were connected to the correct domain
• Created and resolved tickets using ServiceNow.

Confidential, Raleigh, NC

IT OPS Support Analyst

Responsibilities:

• Supported and monitored United States Postal Service (USPS) Telecom Wireless network.
• Used Proactive Net tool to monitor Telecommunications Postal Integrated Network (TPIN) which are the 10 border routers for the United States Postal Service.
• Monitored wireless access point (WAP), Controllers, switches and routers making sure controllers are online.
• Checked configurations and interface, and port status for the switches and routers using show commands.
• Troubleshoot all ticket created in ServiceNow; Ticket that are not resolved by level 2 was escalated to level 3 for further investigation.

Confidential, Raleigh, NC

IT Analyst

Responsibilities:

• Supported end user computing issues, Install and troubleshoot hardware, software and network problems.
• Supported client’s workstations remotely using RDP (Windows 7) and Altris Carbon Copy (Windows XP).
• Troubleshoot remote/mobile connectivity issues (Broadband, 3G/GPRS, RAS, SecureID and VPN).
• Used Avaya Contact Center (CS Telephony Platform).
• Assisted client in setting up Smart Card and logging in to entrust account to receive Entrust .
• Reset passwords for Blackberrys, Iphones, and Androids.
• Used Active Directory to reset client passwords for both Windows 7 and Windows XP OS login; Check what group and permission client has in AD.
• Escalated high priority tickets to level 2 to investigate issue that could not be resolved on level 1.
• Used Knowledge Management (KM) d Confidential base to research, troubleshoot, resolve or assign issue to the correct queue.

Confidential, Charlotte, NC

IT Analyst

Responsibilities:

• Assisted users by connecting to users PC by using PC Anywhere or Remote Desktop to help resolve customer computer issues.
• Used Diagwin ticketing system to create and resolve problem issues.
• 40% technical support of various proprietary platforms including PC’s, monitors, mouse, keyboards, installing network printers, local printers and all required business critical software.
• Created and maintained users account; created and disabled user profiles and user accounts for new and current employees.
• 100% telephone support and supporting iTunes application and other applications purchased from iTunes Store.
• Troubleshoot telephone issues and Performed weekly backups on the PBX system.
• Performed Citrix support such as killing sessions allowing user to logon successfully into Citrix; assisting user in installing the Citrix plug-in
• Maintained stats in the area of CSAT, AHT, ACW, Rolled Calls and Utilization Percent, total calls and percentage of cases created.
• Escalated calls to tier 2 if unable to resolve at level 1.