Â Support Analyst Resume

SUMMARY

SME in Confidential Administration with in depth experience in problem resolution.
Demonstrated expertise in driving projects such as mass migrations and server upgrades from start to finish, including organization and communications.
Recognized as SME in Confidential for Lotus Notes and submitted several fixes to Lotus for various issues that were previously unresolved.
Described as having unmatched client skills within Confidential .
Possess additional experience as mainframe Channel Specialist, VM/MVS console operations, on client/server help desk, software testing, and regulatory documents review.

TECHNICAL SKILLS

TDP/TSM,Email Fax,OSM,AIX/UNIX/Linux Server issues,Creator of Global Resource database to assist users with Technical Knowledge,Management of Kiosk environment for Notes,Planned and executed mass migrations for Lotus Notes users.,Confidential server and device support,Sametime 8x support,Procedural writing for Steady State and New Processes using Confidential Word,Created Videos as Procedures using Confidential Producer for countries not using English as a first language,Mainframe Hardware and Software Test Technician . For Confidential future mainframe products, tested and verified the function of the Processor Controller code for various software releases on multiple Mainframe Hardware platforms including Z Series.,Citrix,HTML,Javascript,Vmware,Cloud Computing,Confidential Lync,Mysql,Active Directory,Sharepoint

PROFESSIONAL EXPERIENCE

Confidential

Support Analyst

Assist customers with Fiber optic Support issues in regard to Voice, Data and Video.

Confidential

Field Service Technician

Performs service, repair and/or installation of company product(s) including system hardware, software, PCs and Point of Sale (POS) equipment.
Provides technical support to customers on operational or maintenance aspects of system equipment.
Serves as customer contact on technical and service related problems. Diagnoses mechanical, hardware, software and systems failures, using established procedures.
Determines most cost effective repair/resolution to minimize customer downtime and shares knowledge with their team members..

Confidential

Lotus Notes Administrator

Upgrade servers with current Tivoli Data Protection TDP and Tivoli Storage Manager TSM code.
Resolve issues when either TDP or TSM fail on servers.
Assist users with Lotus Notes client issues when requested by Team Lead.

Confidential

Confidential Administrator

Installed and supported Lotus Domino Server versions R4 through R8.5 in both dedicated and Virtual environments on pSeries AIX and zSeries zLinux.
Provided Lotus Notes Client support for Windows users of Notes versions R4 through R8.5.
Submitted Technotes to Lotus on problem resolution and created agents / scripts for troubleshooting purposes. Acted as backup Tivoli Storage Manager Administrator for Lotus Notes restore issues.
Served as Email Fax Administrator for Email fax server problems and upgraded Email Fax Window servers.
Install and Support of Email - fax on Windows Server 2003 including MS Access DB and use MYSQL commands
Support of Confidential Server, Bes Version 5.0, on Windows Server environment and resolved user issues.
Troubleshot and resolved Server crashes quickly.
Built Z series servers for Lotus Notes users.
Troubleshot Aix and Lotus notes issues on P series, Z series and Linux servers
Received numerous letters of thanks from customers and executives.
Asked more than once to assist on mail issues for Confidential CEO.
Known throughout Confidential for quickly fixing problems that had been previously unresolved for months. It was not uncommon to resolve these issues in a few minutes.
Fixed problems no one else could resolve including at times third level support.
Received highest number of customer recognition letters in organization for client issues.
Resolved TCPIP, DNS and DHCP issues for users so they can connect to Lotus Mail.

Confidential

Windows Server Administrator

Built and updated Windows Servers for Email Fax administration .
Updated and fixed Ms Acess Database using MySQL

Confidential

Help Desk Agent

Team lead of second shift for Confidential Help desk.
Resolved issues with Lotus Notes, VM, Connectivity. Confidential and Lotus Smartsuite issues.

Confidential

Console Operator

Monitored VM and MVS consoles for failures.
Completed Change requests for VM and MVS.
Wrote several Rexx execs for operators to assist troubleshooting VM issues.

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