Help Desk Analyst Resume Profile

SUMMARY OF QUALIFICATIONS

Highly skilled Help Desk Technician wh provides excellent customer support.
Exceptional troubleshooting ability and professionally documents the process.
Applies newly acquired skills grasping new concepts rapidly. Constantly striving for a more secure infrastructure. Pursues growth and further experience in IT Security Field.

PROFESSIONAL EXPERIENCE

Confidential

Data Security and Controls Specialist

Secures infrastructure t ensure data integrity controlling, monitoring, and auditing access t resources throughout network
Creates and maintains application layer, rules - granting/denying Internet access on ingress and egress of network, utilizing Proxy Appliance - BlueCoat SG
Monitors activity with TripWire Log Center on servers, firewalls, devices, and any adjustments t Activity Directory
Maintains creation and deletion of individual accounts as Administration group member in Lotus Notes and as Active Directory Administration Group member

Help Desk Analyst

Confidential

Fielded all first level technical support calls including: POS system, loyalty program, payment processing, local phone PBX systems, in-house applications, etc.
Received calls created and updated all incidents using BMC HelpDesk ticketing system for case remediation and documentation
Collaborated with second and third level technicians t resolve problems
Generated reports on recurring tickets t verify, update, and improve resolutions
Appointed t upgrade debit/credit software - MicroTrax - t Connected Payments Cloud Solution establishing encrypted payment transaction
Assisted in roll out of Connected Payments t all stores now stored in The Cloud
Tracked all EFT's and oversaw maintenance and distribution t technicians for installation and replacement
Assisted with migration and continued usage of Connected Payments Processing as Lead Project Technician for future modifications, reporting, and troubleshooting

IRT Intern Confidential

Assisted in upgrade of Big Y Foods Lotus Notes email clients on 1,200 end nodes, t latest version t increase security, stability, and functionality