SUMMARY:

An Innovative and results - driven Information Technology professional with 10 years of knowledge and understanding of principles, concepts and methodologies of Information Technology and research. Develop exceptional relationships with co-workers, management and end users.

TECHNICAL SKILLS:

• Siebel and Remedy databases
• Windows Server 2003
• Linux
• Solaris
• Windows
• VMs
• Data/Charge Entry
• Typing 55+ wpm
• Sharepoint
• Computer Scheduling
• Records Maintenance
• Web Servers Multi-line Telephone
• Installing/patching COTS software
• performing COTS and Custom Software deployments and maintaining server OS patches
• Firewalls
• IPSEC
• PKI
• VPNs

PROFESSIONAL EXPERIENCE:

Confidential

Service Desk Analyst

Responsibilities:

• Interfaced with end users to independently resolve problems concerning system function(s) which have been escalated through a problem ticket process.
• Reviewed assessments of diagnostic information and determines alternatives. Experience setting up test environments and performing testing of new builds, patches and capabilities.
• Handles problem recognition, research, isolation, resolution and trouble ticket follow-up for routine user problems, referring more complex trouble tickets.
• Performed security updates and patches on all server environments.
• Optimize system operations and resource utilization, and perform system capacity analysis and planning
• Provide support for the dispatch system and hardware problems and remains involved in the resolution process
• Provide in-depth experience in trouble-shooting IT systems
• Oversees appropriate level software installations and upgrades and related software packages.
• Collects and reviews system data for capacity and planning purposes.
• Supports the design and configuration of complex system landscapes.
• Supports complex data/media recoverability through system backups and database archive operations.
• Oversees and applies appropriate support packages/patches to maintain system integrity.
• Develops and maintains appropriate system documentation to ensure that documentation is current.
• Proactive and learns new tools and technologies and supports the installation/configuration/upgrades of COTS tools as required.
• Experience in maintaining systems with wide variety of technology components and COTS
• Works closely with Infrastructure team who has the primary system administration responsibility and supports system/application backup and maintenance activities.
• Ability to adapt to the quick dynamics of technology shifts based on requirements and technical solutions
• Oversees the maintenance of a library of system-supporting process and procedure documentation.
• Interacts with client management to answer questions, problems and requests regarding complex system issues.
• Provides leadership and work guidance to less experienced personnel.
• Experience working with complex system implementations and organizational processes
• Experience integrating and administrating systems using multiple operating systems such as Linux, Windows and VMs
• Developing and implementing test plans and test scripts
• Experience performing all aspects of the integration and test of the system

Confidential

Help Desk Analyst

Responsibilities:

• Troubleshoots, resolves, integrates, tests, and maintains OSE (operating systems environments) such as Windows 2000, MS Office, MS Exchange and other web publishing tools such as HTML.
• Evaluates and prioritizes incoming requests for assistance from users experiencing problems with hardware, software, networking and other information system-related technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error
• Handles problem recognition, research, isolation, resolution, and trouble ticket follow-up for routine user problems, referring more complex trouble tickets to supervisor or more senior-level Analysts.
• Works with team members to identify issue trends and suggests long-term strategies to help mitigate incoming issues.
• Troubleshoots palm/handheld operating systems, architecture, data backup and recovery.
• Familiar with workstation and server architecture, network infrastructure and data transmission methodologies
• Logs and tracks issues using problem management database and maintains history records and related problem documentation.
• Consults with programmers to explain software errors or to recommend changes to aid user in performing work.
• Trains users on software and hardware on-site.
• Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers and disk drives on user’s premises.
• Create Site and List templates in SharePoint
• Change orders of Quick lists in SharePoint
• Set accounts and mailboxes up to be moved.
• Provide administrative assistance on SharePoint sites
• Remedy or similar Call Management system and incident handling experience

Confidential

Service Desk Analyst

Responsibilities:

• Provide technical assistance and advice to sites for the prompt resolution of network performance related problems, and maintaining server OS patches. Firewalls, IPSEC, PKI, VPNs
• Installs new software releases, system upgrades, evaluates and installs patches and resolves software related problems
• Check and Clear event logs for potential issues, Delete Registry Crash on audit key
• Unlock user accounts and assist in password changes
• Set accounts and mailboxes up to be moved
• Maintains data files and monitors system configuration to ensure data integrity
• Uses Proxy Master to Proxy into clients workstations
• Install software and hardware when requested

Confidential

Senior Installation Technician

Responsibilities:

• As lead technician responsible for training and managing of new personnel
• Provide direct support maintenance for various computer systems
• Acting project manager with network upgrade switches to provide faster networking for customers
• Knowledgeable in configuring and installing equipment chases, power supplies, patch panels and documenting installations
• Experience with troubleshooting, maintaining and telneting into routers
• Resolve tickets while using Siebel and Remedy databases