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Network Operations Analyst/ Tier 2 Service Desk Support Resume

3.00/5 (Submit Your Rating)

Washington, DC

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TECHNICAL SKILLS:

Computer hardware and software technologies: Microsoft Office 2010 - 2016, BMC Footprints ticketing system, Putty, HP printer troubleshooting and assembly, Dell laptop troubleshooting, Windows XP, Windows 7, Windows 10 installation and setup. Norton Ghost image software. Windows Server 2008. Active Directory. Software installation. Printer troubleshooting. Symantec Virus Protection. Excellent customer service. Attention to detail. Creativity.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Network Operations Analyst/ Tier 2 service desk support

Responsibilities:
  • Generate reports detailing increased usage of memory from CISCO and JUNIPER switches and routers, network performance and downtime
  • Troubleshoot and resolve Tier 1, 2 & 3 technical and connectivity tickets for the FSIS/USDA via phone call, outlook email, or web submitted tickets
  • Assist third party vendors with diagnosing and resolving customer hardware and software networking issues
  • Troubleshoot and collect inventory data on VoIP phones
  • Collect data from routers and switches using PuTTY software

Public Health Information Systems Technician

Confidential

Responsibilities:
  • Assist inspectors with account creation
  • Resolve application issues and outages
  • Install and Test offline version of PHIS
  • Create tickets for new or expired requests
  • Install updated web browser software

Confidential, Washington, DC

Senior Desktop Support

Responsibilities:
  • Troubleshoot and test iPhone and Android smartphone connectivity to web server Integrated the database in software used to modify planarian
  • Reset passwords and maintain account protection through MS Active Directory
  • Advise and educate end-users on procedural guidelines to ensure a complete solution to their technical issue
  • Demonstrate multi-tasking in performing other job duties
  • Update ticket requests by documenting the issue(s) and procedure(s) used during the resolution process; verifying with end user that the matter had been resolved

Confidential, Columbia, MD

Service Desk Technician

Responsibilities:

  • Install updated versions of IE10, Google Chrome, and Firefox
  • Entered inventory data using Core Inventory Management System
  • Recruited to a specialized company team to assist in the migration from Windows XP to Windows 7
  • Utilized ticketing system to document resolution specifics
  • Maintain average call time of 15 minutes while troubleshooting and documenting tickets
  • Genuine Title Owings Mills, MD

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