INFORMATION TECHNOLOGY OPERATIONS TELECOMMUNICATIONS PROFESSIONAL

• IT professional with a solid foundation of accomplishments in supporting a variety of operating systems, mission-critical business applications, infrastructure, and telecommunications
• Exceptional teamwork and leadership experience
• Extensive experience as an IT troubleshooter with commitment t lifetime learning

CORE COMPETENCIES

PROFESSIONAL EXXPERIENCE

Confidential

Technical Analyst / 5962

• Top Skills: Technical Problem Solving
• Technical Writing
• Test Plan Creation / Application Testing
• SQL Query Creation Beginner t Intermediate
• Customer Facing Experience
• Analyst Project and Data Beginner t Intermediate
• Project Management Beginner
• The Technical Analyst role assists the Standard Register eServices team by providing:
• Level 1 technical support for processing bug fixes and change management requests.
• This may include the writing or editing of technical documents.
• This may include research tasks such as working with online applications, researching database entries, or other related tasks.
• Operational support in the form of on demand data processing and weekly reporting.
• Testing services t the development team.
• All projects and enhancements must be fully tested and issues documented as the project moves through the development cycle

Confidential

Application Support Team Tier II / Jr. Systems Administrator

• Diagnose and resolve technical hardware and custom administrative software issues
• Provide direct consultation t end-users on technical inquiries
• Administer help desk software- Redirect problems t appropriate resource tiers admins
• Monitor, troubleshoot and support Web based Applications.
• Perform daily monitoring and capacity planning for enterprise information systems,
• Build custom reports and dashboards t support management decision making
• Enforce and monitor security policies and procedures for software applications
• Provide direct support for global users with Microsoft Windows 7/8 Operating Systems, Microsoft Active Directory daily support for user accounts creations and permissions
• Assisted with Microsoft Exchange 2007/2010, Microsoft Lync, Microsoft Print Services, Microsoft Office 2010/2013 user accounts and permissions daily
• Provide HP proprietary McAfee Virus Protection support, malware support
• Blackberry BES exchange server testing, troubleshooting along with configuration of Mobile devices, HP Tablets, Handheld HP computers
• Samsung Android testing, troubleshooting and configuration of Mobile devices within Microsoft exchange server accounts
• Provide queries support within SQL server application
• Provide VMWARE support remote sessions int Corp VM on the domain, Microsoft SharePoint administrator access
• Perform on-call duties t support the Application, including off hours support, responding t tickets, executing change controls, and responding t crisis calls

Confidential

Enterprise Service Desk Analyst Admin, Live Nation Entertainment project, Domestic and International

• Provide first-level support t customers' requests by phone or email.
• Perform remote access support for managed access devices computers
• Managed Active Directory accounts, creation and policy permission for file server applications
• Blackberry BES exchange server testing, troubleshooting along with configuration of Mobile devices accounts, HP Tablets, Handheld HP computers for European clients
• Samsung Android testing, troubleshooting and configuration of Mobile devices within Microsoft exchange server, ActiveSync for IOS IPhone
• Perform on-call duties t support the Application, including off hours support, responding t tickets, executing change controls, and responding t crisis calls
• Interact with other teams and management t determine root cause of incidents and resolve them according t established Service Level Agreements.
• Devise workarounds t quickly resolve technical issues while working t develop long term solutions
• Lead and participate in troubleshooting sessions with technical teams
• Organize and Document issue resolution / work a rounds and Mitigations.
• Work closely with business, technology and service delivery team t ensure appropriate business requirements are defined for small enhancement and production fixes.

Confidential

Technical Support Analyst Service Desk

• Managed Active Directory accounts, create user ID's and manage password permissions, along with unlocking accounts
• Monitor, troubleshoot and support Web based Applications.
• Install, configure and upgrade IMAC of Access Devices: Personal Computers Desktops, Laptops, tablets , Thin Clients, printers and related peripherals
• Support Operating Systems and Microsoft Office Suite applications
• Perform system image and software distribution using Microsoft SMS/SCCM application
• Maintain software image /Troubleshoot hardware and software related problems for end users
• Perform hardware break-fix activities on various access devices i.e. Dell PCs, HP PCs, Lexmark B W and Color printers
• Perform remote access support VPN, Cisc Secure Remote Access for devices computers, along with 123 logmeinresuce.com
• Interface Blackberry software and problem resolution within the BES server accounts
• User accounts creations and directory service accounts within IBM AS/400 Application System/400 mainframe
• Windows phone support

Confidential

Technical Support Technician Tier 2

• Answer ACD calls, assess customer technical support needs, analyze and solve technical problems, conduct analysis and troubleshooting via telephone for customers FTTN/FTTP High Speed Internet and IP TV services and document actions taken in appropriate systems
• Troubleshoot various IPDSLAM modems Motorola as well as residential Gateway 2wire 3800 routers and Cisco, Linksys router issues. Assist with TCP/IP configurations in Microsoft and Macintosh Operating Systems
• Provide advanced technical support on operation or maintenance of personal computers and/or peripherals using documented procedures and available tools.
• Work with external vendors and affiliated groups t troubleshoot and restore customer internet service. Assist technicians in special projects. Configure Mobile devices accounts, tablets, handheld computers for AT T email accounts
• Windows phone support

Confidential

Guest Assistance Specialist, Work Home Help desk Specialist Coordinator, Customer Care Specialist Coordinator, Operations Computer Specialist, Identity Data Management Administrator

• Guest Assistance Coordinator Customer Care Honors Coordinator
• Entrusted with the most complex customer service issues as a result of exceptional ability t promptly resolve concerns and satisfy customers. Led the Corporate Escalation's feedback process
• Monitor and maintain queues and process e-mails daily. Assist with the report generation, document research reviews and error tracking
• Interact with team members on a daily basis for any update or weather related issues affecting properties. Process reports as needed and maintain appropriate files and documentation daily
• Work home support technician- Reservation and Customer Care Data Center 2010
• Assist in the Technical Support functions for the Work at Home program Agents.
• Field calls and resolves issues for login user name and passwords, Database application connectivity, user permissions on VPN network, and Active Directory
• Instruct and guide home based Agents on resolutions concerning hardware, software, connectivity and equipment

Computer Operations Specialist Data Center

• Provide daily operational support t vendors and clients for deployment within the Operations Data Center infrastructure
• Daily monitoring of server issues, hardware software monitoring tools for first line support t research, and resolve support issues as well as respond t telephone calls, emails, and requests for support
• Maintain data center inventory , replacement parts, warranties and service agreements
• Provides on-site support t various clients and engineers within System Center Configuration Manager systems management for the hotel chain for software upgrades, troubleshoot server problems, and quickly escalate t engineer specialists data base administrators when appropriate
• Interact with other teams and management t determine root cause of incidents and resolve them according t established Service Level Agreements
• Bring multiple new financial and revenue management production servers, printers and other devices online and implement software upgrade
• Institute Service Level Agreement requirements in support of Point of Sale systems
• User accounts creations and directory service accounts within IBM AS/400 Application System/400 mainframe
• Weekly and monthly batch job command runs within Financial servers, S Linux Red hat along with Call center IVR software
• Provide queries support within SQL server application
• Provide daily backup through Citrix server including daily tape dispatches off site