Systems Support Analyst Resume Columbia, MD - Hire IT People

SUMMARY

Information Technology professional providing technical support to end user via phone and remote desktop to resolve issues relating to troubleshooting, installations and maintenance.
In - depth knowledge and understanding of numerous software packages and operating systems.
Administer extended hours technical support to non-east coast reviewers on current OHSMS project and document nationwide outreach reviewers’ status on weekly basis.
Also serve as Systems Support Analyst for Data Services Hub (DSH) Confidential

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential, Columbia, MD

Systems Support Analyst

Responsibilities:

Provide technical support for development teams, administrative staff and end users
Monitor production region of various medical services through Splunk and New Relic
Work on identifying the root cause analysis of the production issues
Answers the service desk calls, emails and unassigned trouble tickets
Work with Product Owner, TDS and internal staff to fix production issues
Identify and resolve issues related to computer software and technology
Create and update documentation related to asset management and technical reference

Confidential, Washington, DC

IT Specialist

Responsibilities:

Resolved Remedy tickets on a daily basis
Resolved issue on iOS, Getac, Motorola and Android smartphones, toughbooks and tablets
Maintaining constant system quality control to ensure regulatory and security requirements are met.
Providing technical advice to network users on software configuration and repair.
Providing tier II operational assistance and providing information management technical and administrative support to customers and organizations.
Recommending methods and procedures for corrective action to optimize utilization of computer equipment.
Providing consultation and instruction to functional area users on file accessing techniques, search strategies, processing and space utilization efficiencies, security procedures, backup and program recovery techniques, and testing techniques.
Diagnosed and resolves desktop hardware problems in response to customer reported incidents
Utilized Active Directory database to reset passwords and create or manage users
Ensured rigorous application of information security/information, assurance policies, principles, and practices in the delivery of customer support services
Provided feedback on problematic trends and patterns in customer support requirements
Spearheaded departmental daily resolution review
Ranked in Top 5 out of 150 Employees for 18 months