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System Support Analyst Resume

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Rosemont, IL

TECHNICAL SKILLS

  • LAN/WAN/NOC Support
  • Symantec Backup Exec
  • Team Viewer
  • Air - Watch MDM
  • Cloud support
  • Windows XP 7 8.1 10 Pro
  • Break Fix Server
  • Desktop
  • Laptop
  • Service Desk Plus Ticket System
  • SCCM
  • Power-School
  • Technical Support
  • Systems Installation
  • Configuration & Upgrading
  • Security Solutions
  • Forti-Client VPN
  • Microsoft Lync
  • Microsoft Outlook
  • Migration Support
  • Service Now Ticket System
  • Apple Support IPad IPhone
  • Bomgar
  • TeamViewer
  • Training & Mentoring
  • Corporate Anti-Virus
  • Google Business Apps
  • Exchange Admin Center
  • Windows Server 2008-2012
  • Microsoft Dynamics CRM
  • Office 2010, 2013, 365
  • Spice-Works Ticket System
  • Citrix Support

PROFESSIONAL EXPERIENCE

Confidential, Rosemont, IL

System Support Analyst

Responsibilities:

  • Receive and accurately record details of problems reported to teh ITSC to include status and resolutions to problems.
  • Successfully troubleshoot, diagnose and resolve Tier 1 & Tier 2 service and support issues.
  • Provide accurate Tier 1 & Tier 2 services and support metric reporting (me.e. call tracking) as required.
  • Handle teh efficient escalation of customer service and support issues to teh Tier 2 & 3 support team.
  • Manage execution of assigned tasks against detailed project plans dat facilitate teh timely completion of infrastructure objectives and deliverables.
  • Create and maintain production support documentation including technical support documents and end user instructions.
  • As a team member, discuss wif team to evaluate and maintain assigned policies and procedures to keep themcurrent and efficient, and present to supervisor.
  • Provide first-level support in teh areas of Citrix, JDE EnterpriseOne, PC software applications, desktop/laptop hardware, mobile devices, and networking. Maintain skill level sufficient to provide such support.
  • Respond to error messages by resolving issue or escalating to appropriate support personnel.
  • Other tasks and duties as assigned.

Confidential, Rosemont, IL

Desktop Engineer/Remote Desktop Support

Responsibilities:

  • Troubleshoot, research, and resolve computer issues in a fast-paced environment.
  • Initial setup and ongoing support of Mobile Phones, Tablets as well as Dell, HP workstations and notebooks running Windows XP, 7, 8.1 10 and MS Office 2013.
  • Provide first second and third level halpdesk support and troubleshooting for Confidential Corp users, opening and maintaining trouble tickets, assigning to other IT staff as appropriate.
  • Create and maintain end-user documentation, FAQs and halpdesk portal self-service resources and web sites.
  • Monitor internal system notifications for proactive response, and communication of any outages or system down time
  • Assist wif Active Directory accounts & File Share Permissions
  • Procure and install end-user software, hardware and peripherals.
  • Provide support for remote employees and support our remote offices.
  • Administer our voice-over-IP (VOIP) user accounts and phones.
  • Provide off-hours support and escalation via phone and remote access as required.
  • Maintain system, change management, incident response, process and network documentation.
  • Provided VPN Fortinet client Support.
  • Wireless network support Aruba wireless
  • Air-Watch MDM support
  • Cloud Support
  • SCCM support
  • Android device support
  • Audio Video support

Confidential, Elk Grove Village, IL

Lead Systems Administrator

Responsibilities:

  • Performed troubleshooting on equipment at Corporate
  • Remotely support corporate and executives wif LogMeIn Rescue and DameWare
  • Provided Support at teh executive level including CIO and CEO
  • Complete new hire processes of creating network and email and software accounts
  • Manage Avaya phone and voicemail systems wif site administration
  • Manage BYOD program wif AirWatch
  • Image machines wif SCCM and WDS
  • Android device support
  • Write documentation for processes and procedures and self-halp documents
  • Set up, test, and support audio/visual equipment/systems used for corporate events
  • Setup AS/400 accounts and conducted maintenance on accounts
  • Manage setup and provide network support at trade shows

Confidential, Deerfield, Illinois

Desktop Engineer/Remote Desktop Support

Responsibilities:

  • Ability to perform Service Desk desktop functions in order to communicate to customers via e-mail, research and analyze issues, and document issues
  • Communicate wif end users by phone, in person, or via Email
  • Analytical and problem solving skills such as unlocking application accounts and resetting passwords for Active Directory, and Trend
  • Basic printer support: Connecting network printers for users and disabling and enabling printers
  • Demonstrated ability to manage multiple priorities and follow through on customer incidents before closing out teh incident
  • Gathering, analyzing, reviewing, categorizing and overseeing ticket assignments for technical support, insuring referral to appropriate level of services
  • Customer service soft skills
  • PC proficiency, Microsoft Office, Citrix, Active Directory (Word, Excel, Access, Outlook)
  • Excellent verbal, written communication and customer service skills
  • Demonstrated ability to TEMPeffectively communicate wif both business and IT customers
  • Laptop\desktop deployment and break/fix
  • Hardware \Software install and upgrade
  • Active Directory support
  • IPhone\ wireless device deployment and support
  • VPN account setup and support
  • Apple Mac support
  • Android device support

Confidential, North Chicago, IL

Service Desk Manager/ Systems Administrator

Responsibilities:

  • Windows 7, and Server Group Supporting North Chicago District 187
  • Administered multiple domains Active Directories in 2003, Server 2008 R2, and Server 2012 R2
  • Deployed and enforced company guidelines using group policies
  • Maintain and monitored 5000 corporate network devices status, usage, and availability
  • Administrated and monitored Exchange Server 2010, users mailboxes, distribution list and contacts
  • Identified, troubleshooter and responder to network outages and other issues through resolution or escalation
  • Closely worked wif onsite technicians to resolve technical issues related to server hardware, or software
  • Supported a wide range of operating systems and -layered client software multi
  • Provided VPN access support for end users utilizing SonicWALL, and Cisco appliances
  • Configured, maintained and troubleshoot wireless networks, LAN connection issues, WAN connection Issues
  • Network connectivity issues, using Active Directory and systems. Successfully completed mission critical project wifin extremely short deadline
  • Support for Windows XP, Windows 7 and Windows 8
  • Creation and maintenance of Active Directory accounts, Computers and groups
  • Managed and Maintain Exchange Management Console
  • Supporting and configuring Windows Hyper V for Windows 2008 R2, and Server 2012
  • Citrix XenApp And Xen Desktop Support
  • Apple Mac support
  • Android device support

Confidential

System Administrator / Technology Team Lead

Responsibilities:

  • Directed teh implementation and performance tuning of Windows 2003 Server environment for client’s IT operations
  • Led in-house and consultant team in large-scale Windows server upgrade for Confidential, which significantly enhanced system performance and student performance
  • Resolved a history of problematic network failure by troubleshooting LAN/WAN connections between multiple schools
  • Configure, build, and performed QA of Window 2000, 2003, and 2008R2 servers network implementation throughout teh lifecycle
  • Stabilized, expanded and protected client network and PC environment. Built new file servers to maximize Web hosting, terminal server, file/print sharing and domain control performance
  • Windows 7 Enterprise/ Microsoft Application and support
  • Desktop Security Support
  • Antivirus Management and support
  • Printer Deployments and Break/Fix
  • VOIP Phone install and support
  • Desktop Security
  • Maintain detailed and up-to-date licenses and hardware software inventory
  • User support and training
  • Perform Preventive Maintenance
  • LAN Support
  • Bar Code Printer Deployments and Break/Fix
  • Active Directory Support
  • POS Support
  • Aruba Wireless Network Support
  • Websense Internet Filter
  • Promethium Board Support
  • SCCM

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