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Lead Application Support Analyst Resume

PT

OBJECTIVE:

A computer science professional with several years experience working in a customer support environment, resolving, troubleshooting customers computer, smart phones, system access, remote access and network issues. I currently hold a Public Trust Clearance and seeking to obtain a Supervisor Help Desk position, to utilize my current skills, and also allow for professional development and growth.

EXPERIENCE:

Lead Application Support Analyst, PT

  • Provided outstanding customer service to Agent/Broker/Providers and Consumers, when addressing Web Base Portal issues in a call center environment.
  • Manage leaves for self and team, identify and trained employees, for optimal performance/promotional opportunities. Ensure that the quality checks are performed. Identify & facilitate staff for cross training.
  • Oversee Triage/Resolved, technical issues with popular browsers Internet Explorer, FireFox, Chrome, in a timely manner, for continuous functionality/customer satisfaction.
  • Used Remedy ticketing to Created/Escalated ticket request to other departments, for quick resolution.
  • Managed PCs/Network Infrastructure/Internet Protocols/Remote Access/Active Directory/Exchange Accounts to resolve issues as they arise.
  • Orally communicated and performed researched and evaluated innovative materials and identified IT problems, for resolution/SOP development.

Lead Customer Support Tier 2, PT

Duties Accomplished:

  • Applied customer service strategic polices standard operational procedures, remedy hardware, software, system access, remote access and LAN, WAN network issues.
  • Manage leaves for self and team, identify and trained employees, for optimal performance/promotional opportunities. Ensure that the quality checks are performed. Identify & facilitate staff for cross training.
  • Project roll-out, mitigated all workstations to ensure all equipment is in compliance with regulations/policy.
  • Project roll-out, trained end-users on how to use the newly implemented software/hardware, also resolved break fix issues for the customer to resume daily functions.
  • Project roll-out, ran updates, on SAV Symantec, NAV Norton, Adobe products/Win 7 updates. Equipment Refresh, also responsible for the mitigation of all pre-existing user technologies/deploying of innovative systems, while bring their current systems.
  • Granted permissions to students/employees to gain remote/local access through network access protocols, login scripts, by granting permissions to allow the customer access to MS applications.

Lead Customer Support Tier 1/2/3

Duties Accomplished:

  • Utilized ITIL v.3 process to manage all Service Desk processes, supported department leads to ensure incident resolution, customer satisfaction.
  • Manage leaves for self and team, identify and trained employees, for optimal performance/promotional opportunities. Ensure that the quality checks are performed. Identify & facilitate staff for cross training.
  • Oversee email request/process, from the IT Support Center Mailbox, by assigning ticket number and routing to the appropriate team.
  • Used Cisco Unified Console to add/remove, unlock/reset pins user accounts.
  • Checked/prepared, Avaya Polycom equipment for up coming meetings/conferences.
  • Troubleshoot and resolved customers smart card access/issues.
  • Scheduled Web Conferences and Remote sessions, with Meeting Place or Meet Me. Assist Tier III with the Backup/Restore to Server, for preparation of Wins 7 deployment. Gave instructions on Citrix, G/on technologies and OWA access.
  • Used Cisco Unified Console to add/remove, unlock/reset pins user accounts.
  • Checked/prepared, Avaya Polycom equipment for up coming meetings/conferences.
  • Troubleshoot and resolved users issues, also created accounts using Windows Server 2003/2008, BES, Active Directory and Exchange 2007 or 2010.
  • Knowledgeable of network protocols and their functions, such as IP address, DHCP and DNS.
  • Created/Resynchronized RSA SecureIDs for remote access users, reset SecureID PINs and set up temporary passwords for lost or forgotten SecureIDs.
  • Used Remote Desktop, DameWare and SCCM Tools, installed policy for installing/uninstall software.
  • Managed and process tickets from incoming calls from customers, created and tracked incidents using the ITSM ticketing system.
  • Updated customers information, add/remove PC’s from the Domain using the BV Admin. Troubleshoot laptop, desktop hardware, Smart Phones BB/iPhones.
  • Using the RDP Tool to grant access to office PC’s, created incidents/executed account creations, disables, terminations and VTC connections.
  • Managed the user’s PC to add or modify right’s, as well as enable permissions to install software and allow for remote access. Open incident request to inform different teams when the Network and Servers were down, also report when Servers were slow and needed to be restarted.

Service Desk Supervisor

Duties Accomplished:

  • Applied customer service strategic polices standard operational procedures, remedy hardware, software, system access, remote access and LAN, WAN network issues.
  • Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
  • Utilized ITIL v.3 process to manage all Service Desk processes, supported department leads to ensure incident resolution, customer satisfaction/meet SLAs.
  • Prepared, operational/ functional reports, daily productivity, along with running individual performance reports for the progress of team/operational performance. Applied disciplinary action when needed.
  • Supervision-ensure that work is equally distributed and SLAs are met on a daily basis; handle escalations, manage leaves for self and team, ensure that attrition is within acceptable limits, identify and trained successor, optimal performance/promotional opportunities. Ensure that the quality checks are performed as per the agreed parameters in the PLA; Identify & facilitate staff for cross training. Oversee/processed email request, from the IT Support Center Mailbox, by assigning ticket number and routing to the appropriate team.
  • Managed customers smart card access/issues.
  • Troubleshoot and resolved users issues, also created accounts using Windows Server 2003/2008, BES, Active Directory and Exchange 2007 or 2010.
  • Knowledgeable of network protocols and their functions, such as IP address, DHCP and DNS.
  • Used Remote Desktop, DameWare and SMS Tools, installed policy e.g., (OIT-ENF) for installing and uninstall software.
  • Created/Resynchronized RSA SecureIDs for remote access users, reset SecureID PINs and setup temporary passwords for lost or forgotten SecureIDs.
  • Managed and process tickets from incoming calls from customers, created and tracked incidents using the ITSM ticketing system.
  • Oversee scheduled Web Conferences and Remote Sessions, with Meeting Place or Meet Me. Assist Tier III with the Backup/Restore to Server, for preparation of Wins 7 deployment. Gave instructions on Citrix, G/on technologies and OWA access.
  • Manually scheduled scripts silent software installs e.g., (AT \\computer name), used Network commands, ipconfig, ping, release/renew, gpupdate, regedit and flushdns; also, installed certificates for Citrix.
  • Oversee VOIP roll-out project. Granted OIT staff/IT Specialist temporary Admin rights to install software.
  • Updated customers information, add/remove PC’s from the Domain using the BV Admin. Troubleshoot laptop, desktop hardware, Smart Phones BB/iPhones.
  • Using the RDP Tool to grant access to office PC’s, created incidents/executed account creations, disables, terminations and VTC connections.

IT Specialist (Project Coordinator) Lead

Duties Accomplished:

  • Comprehensive knowledge of IT Project procedures, highly motivated and able to manage projects by paying close attention to details.
  • Used problem solving processes when dealing with compatibility issues during planning and delivering software integrated products.
  • Ordered and installed the approved software that was assigned by the presiding Management group
  • Maintains project calendars to ensure ongoing coordination between all teams, and all relevant stakeholders throughout project lifecycle.
  • Provided Tier 1/Tier 2 technical support to OPC\OFM users, while managing projects from start to finish.
  • Submitted/managed specific user request using IT Service Manager (ITSM) ticketing system for help desk for process.
  • Processed user submittal e.g., Specialty Software installs, upgrades, Blackberry configuration setups, Computer upgrades\refresh, G\On stick request, RSA Token request, Verizon Wireless card orders, PC/Printer equipment replacements/moves, VOIP Phones, VTC Set-Up.
  • Identified and correct user problems by determining the inaccuracies from documented
  • Expertise in planning, organizing and prioritizing work, meeting deadlines, multitasks in a highly complex dynamic environment.
  • Set-in on many teleconferencing for innovative IT updates/delivered and OIT initiatives informed management of changes.

IT Specialist (Desktop Support) Lead PT

Duties Accomplished:

  • Supervised IT procedures, served as IT Desktop Support analyst by providing customer support, resolving problems by giving advice/assistance to IRS customers as issues occurred.
  • Used Cisco Unified Console to add/remove, unlock/reset pins user accounts.
  • Checked/prepared, Avaya Polycom equipment for up coming meetings/conferences.
  • Project roll-out, mitigated all workstations to ensure all equipment is in compliance with the IRS regulations/policy. Scheduled Vulnerability Testing, also deployed software packages to all workstations, this would include: service packs (.msi and .exe), anti-virus definitions/baseline softwares to maintain systems functionality.
  • Managed many projects i.e., COE imaging upgrades, SAV Symantec, NAV Norton upgrades, SP2/Equipment Refresh, also responsible for the mitigation of all pre-existing user technologies/deploying of innovative systems, while bring their current systems up to IRS standards.
  • Respond to customers’ request, scheduled appointments, researched; update tickets, pertaining to customer issues within 10 minutes of being assigned to inbox using Service Center (Peregrine) ticketing system.
  • Launch Blackberry Enterprise Server project/installed Blackberry Enterprise Software on devices/desktops, upgrade all Blackberries to current version.
  • Add Users Accounts to domain, added roles by using Active Directory (WebAd), remove user
  • Set-in on many Teleconferencing for innovative IT updates.

Supervisor Acting Data Coordinator/DB Support/SQL Content Manager

Duties Accomplished:

  • Supervised/coordinated Health Department subordinates, and provided database support through out the Health Department, supervised/trained, reported to upper management progress/concerns.
  • Prepared, operational/ functional reports, daily productivity, along with running individual performance reports for the progress of team/operational performance. Applied disciplinary action when needed.
  • Manage leaves for self and team, identify and trained employees, for optimal performance/promotional opportunities. Ensure that the quality checks are performed. Identify & facilitate staff for cross training.
  • Managed Cisco Unified Console to add/remove, unlock/reset pins user accounts.
  • Oversee preparation of Avaya Polycom equipment for up coming meetings/conferences.
  • Generated quarterly reports performed Maryland DHMH Statistical Audits using Query/Data cleaning from the clinical database for the State reports. Answered incoming calls to resolve user issues pertaining to the clinical database.
  • Developed, maintained the different departments’ web pages for the Prince Georges County intranet using MS Windows SharePoint 2007.
  • Created tickets using Remedy Ticketing System per call intake.
  • Served as Content Manager updating content Confidential websites.
  • Tracked all technical project implementation and customer traffic on the website.
  • Set-up Webex Data and Web conferencing, to submit reports to State Government.
  • Responsible for the assessment of clinical database/reporting back to State DHMH, with any equipment or software problems at the different location throughout Confidential for the adjustment of software.
  • Served as Incident Command Center under the Logistics Section.
  • Install/test all communications equipment, supervised/operated the incident communications center, distribute, recover communications equipment and maintain repairs to communications on site for the continued use of equipment.
TECHNICAL KNOWLEDGE AND EXPERIENCE

MS Server/Exchange 2003, 2008, 2011, 2013 MS Win 7, 8, Active Directory Services, BES, Cisco Unified Console. Software installation or access types: A through Z, MS Office Suite 2000, 2003 and 2007, Adobe Pro and Adobe Connect, Telnet Services, MS Project, MS Windows SharePoint 2010 Services, Neo 9, Pointsec, PXE Boot, Tivoli Remote Tools, Remote Desktop Connection, BV Admin, DameWare, SCCM, WSUS, SMS Remote Console, SecureID, Citrix XenApp, Anyconnect, NetApp, VMWare, ESX/ESXi, Altiris, Ghosting, and Other Imaging software. SCAP Patch Management validation program NIST STIG, HP Printers/Faxes,, PBX, Avaya Polycom MAC, Dell Hardware laptops and desktops; PDA’s, Smart Phones, iPads, Blackberry, Cisco VOIP technologies.

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