Technical Support Analyst Resume Houston, Texas - Hire IT People

SUMMARY

Innovative, self - motivated information technology operations and support professional with strong leadership experience.
Diverse technical skills including the support of Lenel OnGuard (certified) and Computer Associates Confidential security applications.
Proven record of achievements highlight a unique blend of business acumen, systems knowledge, problem solving ability, and outstanding leadership, organizational & communication skills.

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

Confidential,Houston, Texas

Technical Support Analyst

Planned, tested, and implemented timely migration of OnGuard communication servers and associated employees rights for 20k+ employees into two separate corporate entities with split of HP over a period of 1 year.
Interface with 3rd party vendor regarding application diagnostics, testing and setup, to ensure resolution of customer complaints.
Documented change control management processes which included justification, risk analysis, testing and communication to managers and users.
Provided functional and technical support to hundreds of end-users
Confidential Policy Domain Administrator for HR applications. Provided application incident management, security patching, software installation, and infrastructure monitoring & maintenance support. Grant, modify and revoke user access to all HR applications.
SOX - Responsible to ensure HR applications were sox compliant. Worked closely with HR developers to update and test and conform to requirements.
Level I technical incident and Help Desk support for financial application Hyperion. Supervised and trained support staff of 12 employees. Reduced developer involvement 20%.

Confidential, Houston, Texas

IT Operations

Developed and successfully tested the corporate lights out disaster recovery plan utilizing a remote data center.
Planned and implemented storage systems replacement in 1995 maintaining 98% availability during the transition.
Developed a Support Help Desk downtime tracking system that reduced problem resolution time by 10%.
Trained Supervisors in effective subordinate evaluation strategies and techniques that resulted in positioning employees by overall value.