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Operations Analyst Resume

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Summary With many years of experience, I have become very skilled at resolving IT problems. Whether it is getting a critical service back up and running, reassuring an irate customer that their issue is being addressed, or taking the time to correct outdated documentation. Roles that I have assumed in the past include Operations Support (systems and networks), Desktop Support and Helpdesk Support. My experience and skills make me an ideal candidate for positions involving, implementation, and support of IT infrastructures.

Skills Se

t Advanced knowledge of Red Hat Linux (RHCT), Windows XP

  • Working knowledge of Vmware Infrastructure 3, Unix, Windows Server 2003, Remedy, ITIL Fundamentals v3, MS Office, EMC SMARTS, BMC Patrol, Veritas Cluster Manager
  • Excellent Customer Service, Communication and Multitasking skills
Work Experience

Present Support Specialist Consultant, Confidential, Newark, NJ

  • Support of client's IT infrastructures hosted by Qwest Communications.
  • Support including systems administration, installations, hardware and OS
    troubleshooting, scheduling and verifying backups.

6/03 - 9/08 Operations Analyst, Confidential, South Brunswick, NJ

  • Monitoring, troubleshooting and managing problems on all Market Data, Stock Indexes, Publishing and Newswire services and assets supported by the Enterprise Operations Center. Services include the compiling and distribution of the Dow Jones Industrial Average, Wall Street Journal print edition and Dow Jones Newswires. Assets comprised of servers of multiple platforms, applications, network equipment and circuits.
  • Taking ownership of issues discovered by monitoring tools, phone calls and email on a global scale.
  • Determining the severity level of issues.
  • Performing troubleshooting of issues using remote access connections and scripts according to written procedures and best common practices.
  • Escalating major problems and using phone conferences to coordinate troubleshooting with all of the necessary support groups and business units.
  • Documenting issues and generating turnover reports for the next shift.
  • Performing scheduled failovers of systems to ensure the health and availability of primary and secondary servers.
  • Training new employees.
  • Taking part in disaster recovery drills

3/93 - 11/02 System Support Specialist, Confidential, New York, NY

  • Installing and troubleshooting data communication equipment including:
  • Cisco terminal servers, switches and routers, Bay Networks hubs and routers,
  • Kentrox & Verilink DSU/CSUs, Micom & General Datacom muxes, analog and digital modems, IDSN terminal adapters.
  • Installing and maintaining NT servers, Sun servers, MACs, DEC systems.
  • Troubleshooting connectivity of WANS, LANS, leased lines, T1 circuits, T3 circuits, ISDN lines, 56K leased lines and voice circuits using hardware and software diagnostic tools.
  • Helpdesk support. Responding to trouble calls from customers and vendors. Logging calls and generating service reports.
  • Desktop support for executives, reporters and administrative staff.
  • Documentation support. Creating and updating wiring and network diagrams.
  • Creating operations procedures. Maintaining lists of circuits and equipment.

10/91 - 3/93 Computer Consultant, Self-Employed, Brooklyn, NY

  • Making recommendations to clients on all computer related purchases.
  • Installing and configuring hardware and software at customer sites.
  • Providing software training to customers.
  • Developing custom applications using Borland's Paradox database program.

5/90 - 10/91Technical Support Analyst, Confidential, NY, NY

  • Administrating two 3Com LANs.
  • Installing and upgrading network, server and desktop hardware.
  • Installing and upgrading server and desktop software including commercial packages and Shared Medical Systems proprietary software.
  • Providing Helpdesk support to users.
  • Consulting departments on their hardware and software purchases.
  • Monitoring the operation of computer room equipment including servers, A/C unit and UPS.
  • Evaluating proposals and negotiating service contracts from vendors for computer equipment, A/C unit and UPS.
  • Developing disaster recovery procedures for computer systems.

Education
Major - Electro Mechanical Technology

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