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Application Analyst-team Lead Resume

New York, NY

SUMMARY

  • Active Directory, Customer Service, Exchange, Mobile Device Support, FTP, ITIL, Google Docs, Cloud Messaging, Java, MS Word, Power Point, Excel, Auto - Cad, VPN, SAP, Desktop Support, OS X Server & Mac., LDAP. Anti-Virus Programs, Salesforce, HTML. VOIP, Documentation, Windows O.S., Citrix, Windows Server 2008, 2012, McAfee Endpoint Encryption, Ruby on Rails. Cloud, Linux/Unix, Medical Record software (EMR/E-H-R), HL7, IOS & Android development, VMware Server, SQL Server, Networking (LAN/WAN), Mainframe.
  • 15 years’ experience in Customer Support in various industries including the public and private sector.
  • 17 years of experience troubleshooting windows and mac issues.
  • Removed and granted user access to Citrix, LDAP, Mainframe, SAP and Active Directory
  • Desktop support duties (imaging, deployment of machines, troubleshooting VOIP phones, printers break/fix, swapping outdated equipment.)
  • Provided support to end users having issues with all mobile devices (android and IOS).
  • Supervisor of 20 employees for Vitam Youth Center duties included (hiring new staff, counseling sessions, room checks, budget planning, and evaluations).
  • Help desk duties (password resets (RACF, LDAP, SAP, AD), remote support, chat support, mobile device support, dispatching technicians to fix BSOD, and in person networking issues.)
  • Coordinate network modifications, testing and troubleshooting windows server issues.
  • Supported over 10,000 end users for NCDOT, NCSAA, UNC-CHAPEL HILL and SNET.
  • Support Microsoft Office products, Outlook, Microsoft OS and Mac OSX systems.
  • Supervised network security infrastructure, and email security with products like Proof Point to stop spear fishing.
  • Outlook, Thunderbird, Proof point, Lotus Notes.
  • Remote Support Applications

PROFESSIONAL EXPERIENCE

Confidential, New York, NY

Application Analyst-Team Lead

Responsibilities:

  • Troubleshooting second and third level MS. Exchange, AOL email and Outlook email issues.
  • Testing on MAC OSX, Windows, and Android and iOS devices.
  • Deployed patches for operating systems and VPN application to network managed systems.
  • Active Directory, Exchange, LDAP and Mainframe Support.
  • Created the knowledge base for the company with FAQ for the help desk team and end users.

Confidential

Technical Support Analyst3

Responsibilities:

  • Troubleshoot Microsoft’s Office 365, Google Mail and Microsoft Exchange email accounts.
  • Granted users full access permission to Exchange 2010/2013.
  • Added IT Department documentation for the knowledge base for the help desk.
  • Removed and granted user access to Mainframe (RACF), LDAP, Novell and Active Directory.
  • Provided support for Mobile Devices (IOS, and Android).
  • Desktop troubleshooting hardware and software issues on Windows and Mac machines.
  • Assisted users with their VOIP phone related issues.
  • Installed Windows XP on VMware Workstation for users who needed access to Windows XP applications.

Confidential, N.C

Desktop SupportTechnician Team Lead

Responsibilities:

  • Configured mail forwarding from Lotus Notes to Microsoft Exchange 2010.
  • Laptop/desktop Deployments and Break/Fix (Windows and Macs including virus removal and prevention).
  • Implemented ITIL procedures to simplify day to day activities for the help desk team.
  • Monitored the help desk queue and assisted team members to reduce end user call volumes.
  • Performed remote desktop support to users.
  • Troubleshoot various mobile device issues including IOS and Android devices for end users.
  • New Employee Set up (Avaya Phone set up, email, printer, laptop/desktop and system access).
  • Served as first escalation point for the infrastructure support team.
  • Managed/Created IT Department documentation for the knowledge base.
  • Windows 7 Enterprise/ Microsoft Application Support.
  • Trained staff on new hardware and new software releases.
  • Removed and granted user access to Citrix, wired and wireless network (LAN/WAN), LDAP, SAP, RACF, and Active Directory.

Confidential, N. C

Software Implementation Specialist

Responsibilities:

  • Installed, removed and upgraded all - scripts healthcare software (EHR & EMR) to 5,000 healthcare servers.
  • Ran test on Windows servers and MS SQL databases to verify compatibility before installing EHR &EMR software.
  • Installed and removed (dot) Net, SQL Server 2008 R2 Sp2 on hospital machines remotely.
  • Wrote basic MS SQL queries/scripts and verified data and migrated databases from SQL server.
  • Document system components for MS SQL training resources for the knowledge base.
  • Updated the knowledge base with how to information for various applications for the end users.
  • Created reports using SQL Server Reporting services.
  • Performed scheduled maintenance on windows servers and MS SQL databases assigned to my queue.

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