Tier 3/4 Help Desk Analyst Resume

SUMMARY:

Highly knowledgeable IT professional with exceptional communication skills.
Has demonstrated ability to work independently or cooperatively as part of a team to meet project deadlines.
Excellent qualifications in IT management, operations and support.
Proven technical expertise to consistently exceed organization's goals.

TECHNICAL SKILLS:

PROFESSIONAL EXPERIENCE:

Confidential

Tier 3/4 Help Desk Analyst

Responsibilities:

Provide end - user support to a variety of users across an secure wan, utilizing Microsoft 2013 and other IT related proprietary applications to perform my daily duties to support a government and civilian user community spread across the entire continental US and abroad.

Confidential

Service/Application Support Manager

Responsibilities:

Responsible for managing 20 fulltime/part-time personnel that provide Tier 2 level phone and in-person support to 8500+ users in the areas of e-mail, standard Windows operating system, commercial, custom, unclassified and classified applications for Confidential, Confidential .
Mitigate potential risks and provided continuous service improvement to ensure staff could troubleshoot problems in a timely manner.
Oversee life cycle of Remedy ticketing to ensure proper resolution of service desk tickets.
Responsible for instruction, work assignments and performance of service and applications personnel.
Enforced Service Level Agreements to ensure that customer expectations are met or exceeded.
Create and edit SOP's for various applications and procedures. Implement back strategy, rotate and archive tapes.

Confidential

Applications Support Technician

Responsibilities:

As a member of the Technical Support Team for the Confidential, Confidential, provide Tier 2 level phone and in-person support to 8500+ users in the areas of e-mail, standard Windows operating system, commercial and custom Confidential applications and services.
Use active directory to support customers with logon support to domain and applications.
Constructed diagnostic and manipulative Structured Query Language (SQL) scripts to assist in troubleshooting and issue resolution.
As a Citrix Server Administrator, assist the server team with the implementation, configuration and support of the Citrix Server farm applications and Web interface.
As Security Control Officer (SCO) responsible for the authoring and controlling the Treasury Enforcement Communication System (TECS), retrieve user information, enter profiles, activate users, change passwords, remove /add transaction codes, etc.
As a system administrator supporting 350+ user on the Confidential responsible for server and SAN level backup and restore using Spector Logic Tape Drive (hardware) and Syncsort (software), Ultraback.
Create and edit SOP's for various applications and procedures. Implement back strategy, rotate and archive tapes.
Provide assistance to less experienced team members in the area of technical issues, training, and functional knowledge.
Serve as a mentor to new team members.

Confidential

Technical Lead

Responsibilities:

Support Air force sites sustaining Standard Procurement System (SPS) 4.2 Increment 1, during their upgrade, and in a v4.2 Increment 2 environment.
Manage Air force-specific SPS issues that are Non-Supported by the SPS Help Desk.
Provide on-site and phone technical support for Air force Contracting Information System (AFCIS) identified sites requiring additional assistance with the Procurement Desktop v4.2 Increment 2 self-upgrade process.
Troubleshoot issues with the Adapter interface (a collection of webMethods services that offer the capability, via XML, to extract and insert documents and retrieve data based on certain events (e.g., the release of an award) that occur when it interacts with the database.
Assist with AFCIS and Air force wide technical initiatives (e.g. script creation to identify possible issues for upgrade to Increment 2, Maintenance/Creation of custom scripts used by AFCIS and/or sites.)
Coordinate Air force script testing process with AFCIS remote database administrators.
Determining and resolving site infrastructure, hardware, and connectivity issues relating to SPS components.
Provide impromptu reports regarding high visibility Air Force issues. Assist AFCIS remote database administrators with Disaster Recovery Efforts.
Assist AFCST members (and other Customer Support Team members) with technical issues, training, and functional knowledge.
Serve as a mentor to new team members.

Confidential

Help Desk Specialist

Responsibilities:

Develop, implement, plan and facilitate training programs.
Administer technical help desk support and served as knowledge base point of contact to ensure ultimate customer satisfaction in a timely manner.
Support corporate and business group/team goals for financial, business practices and processes, customer satisfaction and business growth.
Analyze Webmethods and design user-friendly functionality and accessibility.
Maintain, develop and upgrade technology and software.
Constructed diagnostic and manipulative Structured Query Language (SQL) scripts to assist in troubleshooting and issue resolution.
Track and catalog databases, and respond to scripts and questions.
Troubleshoot and resolve issue encountered with the Electronic Data Interchange (EDI) transmit ion of procurement documents (purchase request, awards, etc.)
Manage the administration of all servers that the SPS Help Desk utilizes, i.e., Windows administration, Sybase administration, ensure updates are applied, maintain asset information for all servers and ensure that all leases are up-to-date and accounted for.
Consult clients regarding computer assessment needs; provide analysis, documentation, software upgrades, and referral when necessary.
Perform analysis database coding. Serve as a mentor to new team members.

Confidential

Technical Support Analyst

Responsibilities:

Provide analytical system support and tier 2/3 technical analysis for end users of the Army Knowledge Online web base application.
Member of a support team in the call center that serves the active duty, National Guard, reserve military and DOD civilian community currently estimated at 1.8 million users.
Maintain user accounts and customize software access to meet end user needs.
Provide technical advice to military clients in response to escalated issues involving desktop, higher level connectivity issues in a Windows environment and web browser security configuration.
Provide any additional support per call center manager direction.

Confidential

Telecommunication Engineer

Responsibilities:

Support 120 users for point-of-sale activities. Operate SCO UNIX, IBM RISC 6000 AND WINDOWS NT.
Operated related peripheral such as CRT’s, printer, disk drives, remote batch systems communication using voice/data telephone lines and tape drives.
Processed special request for reports from accounting, merchandise, finance, payroll, fix assets and personnel section on computer equipment.
Maintained personal computer by assisting users with error messages hardware and software problems. Installed application software problems and provide instruction to users.
Performed preventive maintenance and minor repairs as needed.
Worked with and assisted in on-the-job training for new employees.