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Technical Support Analyst Resume

South Ozone Park, NY

To obtain a challenging position in Information Technology where I can immediately apply my knowledge and technical training within a progressive organization offering opportunities for continued professional growth, eventually leading to a management role and/or management responsibilities.

PROFESSIONAL EXPERIENCE

Confidential,Ozone Park, NY
Technical Support Analyst IIJanuary 2007 - September 2009
TheInformation Systems Department provides all support for the IT infrastructure for NYRA, a private, not-for-profit company which owns and operates the 3 largest racetracks in New York: Aqueduct, Belmont Park and Saratoga.

  • Troubleshooted Hardware, Software, Network , Printing and PDA issues
  • Logged and maintained client issues using in house ticketing system
  • Performed hardware upgrades for all workstation
  • Assisted in all moves and migrations between track
  • Monitored network and email traffic using Net tools such as Mazu Profiler and Cisco Iron Port
  • Maintained servers and router's for failed services and outages via Solarwinds Orion
  • Provided remote support via Dameware and RDP for server's and workstations
  • Created documents outlining detailed instructions for solving various network and application issues for employees to increase efficiency and productivity
  • Administrated NYRA's online and mobile wagering site and supported end user's via phone support
  • Updated user database for new internet wagering accounts

Confidential, New Hyde Park, NY
Help DeskJanuary 2004 - May 2006

Retail Help Desk of JPMorgan Chase provides technical support and Administration to all retail branch and retail back office employees.

  • Administrated and supported bank software such as Tivoli NetView, Teleview (Customer Info), CAPS (Bank Transaction), Synaps ( Modify Account)
  • Provided support for all of JPMorgan Chase Branches and Back offices Hardware, Software, Network and Printing problems
  • Provided remote support via VNC, PC Anywhere and Dameware
  • Administrated user accounts for NT, Novell, Lotus Notes and Mainframe Applications
  • Conducted analysis and resolution of complex problems via trial and error

Confidential, New York, NY
Primary Computer Specialist/Network Technician February 1998 - June 2002

Student Support Services of Fordham University provides technical services to over 3,200 students every year.

  • Provided technical support for NT Workstations, CITRIX terminals, Pharos Workstations, and network printers
  • Supported and maintained all of the University's hardware (PCs and Printers)
  • Troubleshooted Hardware, Software, Network and Printing problems
  • Configured students laptops for Fordham network connectivity
  • Implemented print server stations for students that saved both student and faculty with cost and surplus of printing supplies
  • Rebuilt PCs, configured routers and setup A/V for presentations
  • Re-imaged workstation over network to decrease time and increase efficiency for desktop deployments
  • Created/deleted user accounts under a NT domain

EDUCATION

Bachelor of Science: Information Systems Management

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