We provide IT Staff Augmentation Services!

Senior It Analyst & Level 2 It Engineer Resume

Scottsdale, AZ

PROFESSIONAL SUMMARY:

  • Highly analytical professional seeking to leverage related formal education and professional experience to transition into a position where a drive to provide outstanding service in end user support can be utilized.

TECHNICAL SKILLS:

  • Windows XP/Vista/7/10 (Win 10 pro & Enterprise)
  • Windows Server 2003/2008
  • Microsoft Office
  • Microsoft Active Directory
  • TCP/IP
  • IP4/IP6
  • Wise/Dell/HP thin clients
  • CompTIAA+
  • CompTIANetwork +
  • ITIL
  • Duo Mobile & Maas 360 MDM

PROFESSIONAL EXPERIENCE:

Confidential, Scottsdale, AZ

Senior IT Analyst & Level 2 IT Engineer

Responsibilities:

  • Responsible for 3 buildings in all aspects of IT.
  • Networking protocols, server maintainence and quality management of server rooms, IT Asset Management for incoming (New assests) and outgoing (old E - waste/Recycling) management.
  • Daily duties do include email issue resolution, VPN via Cisco Anyconnect and also LogMeIn of most employees who are remote across teh U.S and here in Arizona.
  • All responsibilities within Active Directory, laptop fix and/or reimage, Along with a laptop wiping project of over 400 laptops (Dell & Lenovo).
  • Responsible for all hardware connections, reconnect and trouble issue management for Lenovo tickets for teh company as they are all on laptops (Lenovo L13's).
  • Responsible for teh recollect of assets (docking stations, monitors, laptops, company phone and Ipads) from terminated or resigned employees back into inventory and get them ready for a new employee, Trainig and setup of new employees and their equipment on how to use them and how to contact for support.
  • As in IT there are many things on teh daily that happen and me am here to resolve them.
  • As teh only Local IT person for teh company me am always on-call and have a company phone.

Confidential, Chicago, IL

Level 2 IT Engineer

Responsibilities:

  • Responsible for reviewing tickets coming into North American region. Supporting all North American End Users. 25 to 35 tickets daily..
  • Responsible for MDM project with MaaS360 on tablets and Ipads for teh purposes of teh stores and its employees and inventory.
  • Daily duties include email issue resolution, VPN via TeamViewer, all responsibilities within Active Directory, laptop and pc fix and/or reimage. Cisco United Admin and all other misc duties needed for teh IT team.

Confidential, Phoenix, AZ

Senior IT Analyst

Responsibilities:

  • Responsible for reviewing all tickets coming into teh service desk for over 9k end users and assigning them to support specialists, as well as personally handing 40-50 tickets a day.
  • Controlled and implemented Duo Mobile for inventory purposes, verification, and programming for mobile devices such as phones, tablets and laptops.
  • Installed and software into mobile devices, maintained and troubleshooting most issues as well.
  • Daily duties included working on systems support, telephony, triaging ServiceNow tickets, and assigning them. Technical environment included Windows, Active Directory, VMware, VPN, and Citrix.
  • Resolving most cases and assign to teh correct departments that were required to get final resolution.

Confidential, Phoenix, AZ

Senior IT Admin & Analyst

Responsibilities:

  • Operated as service point-of-contact for helpdesk, helping to diagnose, troubleshoot, and resolve approximately 40 tickets per day.
  • Assisted in programming operating system for Windows 7 and 10 across all franchises.
  • Used Duo Mobile for mobile device support, including employee phones, as well as setting up tablets and supporting them for new clinic locations.
  • Provide daily technical support for e-mail, network, connectivity, telecommunications, peripheral equipment, and system maintenance. Set up computers and install software. Technical environment included Windows 7/10, Active Directory, and mobile device support.
  • Proven ability to diagnose, troubleshoot, and resolve technical problems.
  • Quick learner with strong working knowledge of software, hardware, networking, operating systems, and security applications
  • Outstanding communication skills; developed a background of working well with students and co-workers in one-on-one and group settings.
  • Performed duties of asset and configuration management systems
  • Demonstrated ability to TEMPeffectively prioritize & execute tasks while under pressure.

Confidential, Mesa, AZ

Bilingual Technician 2

Responsibilities:

  • Bi-lingualSME for a suite of proprietary software applications, Windows 7, and troubleshooting customer issues and complaints
  • Subject matter expert for “MEZ” proprietary application for customers in South American countries like Chile, Colombia, Brazil and also in European nations
  • Troubleshooting typically involved embedded Windows operating systems, network devices, and hardware such as PLC (programmable logic controller) and HMI (human machine interface) devices
  • Manual testing of applications
  • Tracking of 45-60 calls per day utilizing Remedy,Salesforce ticketing systems
  • Remote support for field technicians, Dispatched field service technicians if problem could not be resolved remotely
  • IP address validation/Ping,VPN diagnosis and connectivity troubleshooting
  • Advised and walked customers through application uses and functionality
  • Received calls from business clients and diagnosed issues with proprietary and highly automated paint production machines in order to troubleshoot and resolve problems remotely

Confidential, Mesa, AZ

Advanced Tier 2 Bi-Lingual IT Lead

Responsibilities:

  • Tier 2 technical support and troubleshooting of customer U-verse Services.
  • Responsible for teh successful troubleshooting of customer IP gateways (CPE routers) and port forwarding requests.
  • Conducted research into technical issues and products as required.
  • Conducted standard troubleshooting of PCs and various equipment.

Confidential, Phoenix, AZ

Spanish Desk Team Lead

Responsibilities:

  • Led and trained a team of 25 sales and support specialists on a daily basis, mentoring them to ignite growth and promotion within teh company.
  • Generated daily phone reports from CenterVue and Avaya Communications phone system.
  • Monitored agents monthly to ensure team members provided teh highest level of customer service and met goals for average speed of answer, abandon rates, and hold times.

Hire Now