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