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It Support Analyst Resume

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OBJECTIVE

  • To obtain a challenging position within a company where I may utilize both my extensive technical knowledge and interpersonal skills

TECHNICAL SKILLS

  • Windows 98 through Win 10 OS, Linux Fedora and Red Hat, Mac OS. Microsoft Office 2000 - 2016/365 user support, Corel Office, ACT, AS400, Lanhound, WatchGuard Firebox and Cisco Pix firewall.
  • Backup Exec, Unitrends, Veritas and Symantec Network back-up software. HPCA Software Deployment. SCCM, 3Comm, Netgear and Cisco switch and router IOS, Windows Server 2003, 2008 R2 and 2012 administration.
  • Active Directory - Group Policy Object Management. Mac OS X Server, WSUS, Quickbooks, Zimbra, Webmin CentOS and Exchange mail server administration.
  • Multi-manufacturer Copier and Printer maintenance/repair. HTML, Citrix. Microsoft SharePoint.
  • Phbb and Open-CMS website administration, Nortel, Avaya and NEC phone system and hardware administration.
  • Cerner Millennium, Misys/Sunquest Healthcare Systems. Salesforce CRM. TeamViewer and VNC remote admin. VMWare View Administrator, VMware vSphere Horizon ESXi.
  • DHCP, DNS, Millennium POS. Resolve IT, Remedy BMC & Service Now, OSTicket, FreshDesk and SpiceWorks IT ticketing system, Ghostcast server, Clonezilla and Acronis imaging. User How-to manual creation and training.
  • Checkpoint FDE, MS Azure, Jira, Cisco Meraki, Okta, Filewave, GSuite Admin, EPICare, Imprivada

PROFESSIONAL EXPERIENCE

Confidential

IT Support Analyst

Responsibilities:

  • Provide Remote Desktop support to hospital staff and executives.
  • Active Directory user configuration administration.
  • EPICare hospital system administration and issue resolution.
  • Issue resolution based on domain SLA and OLA set standards.
  • Resolution, Escalation and routing of Service Now ticketing system.
  • Multiple systems administration and issue resolution.
  • VIP Symantec VPN portal administration and configuration and issue resolution.

Confidential

Sr IT Support Engineer

Responsibilities:

  • Provided level 2 -3 Global tech support for staff and executives.
  • Local and remote troubleshooting and issue resolution.
  • Asset management and distribution.
  • User account creation and configuration.
  • Mac and Windows systems support.
  • Salesforce and multiple software access and permissions management .
  • AD and Gsuite Mail account management.

Confidential

Contract IT Support Analyst

Responsibilities:

  • Provided Software, Hardware, cloud application and peripheral support for staff.
  • Implementation of complete inventory project.
  • Assisted I.T. manager with day to day problem resolutions.
  • Organized and completed recycle project from inception to completion.
  • Provided support for offsite employees.

Confidential

Tech Support

Responsibilities:

  • Provided temporary tech support for the city of Chicago based on SLA agreements.
  • Hardware, software, application, VPN and Active Directory remote and on-site support.
  • Virus removal, encryption and Fire eye security laptop and desktop containment.
  • O365 email support.
  • Remedy ticketing system and knowledge base documentation for all issues.

Confidential

Contract Tech Support Analyst

Responsibilities:

  • Provided Desktop support to staff and executives for hardware, software and peripherals.
  • Administration of VMWare Virtual environment in an Active Directory Network.
  • Thin client Hardware and connectivity problem resolution.
  • Network Connectivity issue resolution.
  • Completion of desktop and thin client update project.

Confidential

Sr. Systems Support Tech

Responsibilities:

  • Provided desktop support to staff and executive level personnel both on-site and remotely.
  • Documentation of all issues using ticketing system Resolve IT
  • Provided hardware, software and peripheral problem resolution.
  • Server, switch, router, UPS and cabling support for all network MDF/IDF closets.
  • Responsible for all technical device inventory, maintenance and distribution.
  • Special project responsibilities which included migration of 2000 workstations and laptops from Win XP to Win 7. Upgrade and re-wiring of all network cisco switches.
  • Maintained multi monitor NASDAQ and Dow Jones Stock Market specific workstations.

IT Technician/Lead Technician

Confidential

Responsibilities:

  • Contract/Temp Positions in Chicago
  • Windows 7 Migration Project Supervision.
  • Operating System imaging
  • Legacy Dell system replacement with new Confidential workstations
  • Restoration of company user profile configuration.
  • Hard drive wipe and recycling of Legacy systems.
  • Project completion documentation and issue resolution responsibilities.

Confidential, Chicago, IL

Technology Support Specialist

Responsibilities:

  • Provided PC, Mac, Chromebook and IPad support for staff and faculty and executives using ticketing system.
  • Desktop and Laptop hardware, software, OS and peripheral issue troubleshooting and resolution.
  • Network administration of servers (Active Directory, Mac Xserve), PBX system, school-wide wireless network and website user content management.
  • Configuration and implementation of 50 new network nodes.
  • Google apps and enterprise g-mail administration.
  • Coordinated donation and recycling of old inventory.
  • Total upgrade and modernization of the network.

Confidential, Chicago, IL

IT Support Engineer

Responsibilities:

  • Provided technical assistance to 100 person staff including executives with hardware, software, OS, and peripheral issues resolved on site, via remote connections and by phone.
  • Active Directory and Group Policy administration
  • Administration of all servers including Domain controller, mail server, video surveillance systems, database servers and more.
  • Desktop lockdown and configuration management using SCCM.
  • Active Directory and Group Policy administration
  • Hardware and peripheral maintenance and repair.
  • Software/Application configuration, maintenance and patches.
  • Printer and copier maintenance. Configuration and repair.
  • Responsible for network security and intrusion prevention with Symantec Endpoint, Cisco ASA/PIX, and Microsoft ISA server.
  • Web and virtual server admadministration.

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