Senior Technical Support Analyst Resume Arlington, VA - Hire IT People

SUMMARY:

Highly experienced Helpdesk Technical Analyst who TEMPhas teh ability to manage people, equipment, and problem resolution wif current best process technologies and cost - effective ideas. Proven ability to plan, design, innovate, and advance information technology wifin any organization. Ability to create, record, and analyze databases from a variety of sources. Collected and generated statistical data for managerial staff optimized decision strategies and business metrics.

TECHNICAL SKILLS:

Windows OS 3.1/95/XP/NT/2000/7/8- C/W
Mac OS - C/W
SalesForce and Remedy/RemedyForce - W
Windows Server NT/2003/2008 R2 - C/W
Active Directory admin tools - C/W
Emails (i.e. Outlook Exchange Google Mail Lotus Notes) - C/W
Unix/LINUX admin/scripting bash wif vi/vim and batch job scheduling w/ crontab - C/W
Java - C/W
PL/SQL - C/W
Oracle - C/W
Mainframe - C/W
SOLARIS - C/W
Remote Control - C/W
MS Office365 - W
Hyperion -W
MS Access and Excel databases - C/W
Technical Writing and Reports - C/W
Microsoft Project - C/W
Microsoft Visio - C/W
Microsoft Powerpoint - C/W
Crystal Reports/SAP Business Objects - W
Project Management - planning; development; design; testing; and implementation - C/W
Mobile Device - installations; management services; replacement audit controls; upgrades tracking; and security - C/W
Web Design and Technical Support - C/W
Cisco VoIP Admin; Cisco Jabber - W
Lync Online Collaboration Server - W
Citrix - C/W
VMWare - C/W
Oracle - VirtualBox
Telecommunications and Video Conferencing - C/W
FireEye - W
Symantec Endpoint Security - management and deployment - W
IDS/IPS - C/W
Windows Remote Desktop - C/W
Virtual Private Networking (VPN) - C/W
SSH/Kerberos - W
Perl - W
SharePoint - C/W
Peoplesoft - W

PROFESSIONAL EXPERIENCE:

Confidential, Arlington, VA

Senior Technical Support Analyst

Responsibilities:

Resolved any network or pc issues assigned for software or hardware configuration deployment or integration.
Used Remedy Force call tracking system to record customer data, generate records and reports, analyze and evaluate call completion ratios or (KPIs) Key Performance Indicators according to business SLAs (Service Level Agreements), and resolve customer calls.
Used Remedy Force web interface Dashboard to also customize role-based views for other Remedy users.
Understood how to research job roles and leverage technology tools to create meaningful KPIs dat added value to teh company as well as teh IT Staff.
Responsibilities of answering PC network and software calls in a prompt manner based on business policy SLAs (service level agreements).
Worked in a multi-leveled hybrid network environment using my abilities wif network administration of user accounts and server configuration.
Served as teh Help Desk Oracle software configurations and admin specialist. Used Oracle versions 8 through 11.2 when configuring or troubleshooting customized Visual Basic software program.
Ensured dat interface wif teh correct Oracle ODBC version using teh correct port (normally 1521), protocol (normally TCP/IP), DNS hostname, and teh TNSPING command for remote database testing. Also assisted wif Oracle admin by creating user accounts, schema, databases, tables, views, and perform database querying wif PL/SQL.
Used Microsoft Lync to communicate and/or remote control and assist end-users.
VMWare administration for remote virtual PCs and network end-user accounts. Cisco Unity admin for Cisco VoIP users.

Confidential, Wash. DC

Helpdesk Support Specialist

Responsibilities:

Worked to support Helpdesk wif Tier 1 & 2 calls. Recorded calls and answered a variety of software and network questions.
Was able to install and deploy new PCs and to fix and/or replace old or problematic PCs.
Supported token ring.

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Senior Technical Support Analyst Resume

Arlington, VA

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