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Senior Technical Analyst Resume

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Atlanta, GA

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Opening Statement
Customer-focused IT professional, expert in leading and contributing to projects designed to enhance system functionality and end-user productivity. Persistence, personal integrity, and channeled energies are major strengths consistently cited by managers and clients alike universally praising team spirit, independent work habits, and the determination to conquer technical challenges.

Experience

Confidential,Atlanta, GA 2001 to Present
Senior Technical Analyst
Member of Global Support Team

  • Process development and documentation
  • Server and Desktop Virtualization implementation
  • Microsoft SharePoint server builds and site development
  • Focus on Service Delivery in order to adequately support the business
  • Practice measuring progress by using agreed upon KPI\'s (Key Performance Indicators)
  • Provide Continuous and Continual service as outlined in the ITIL v2 and v3 framework
  • Effective management of the complete life cycle of Desktop/Laptop hardware, OS, and supported software
  • Patch Management, software packaging, scripting and deployment
  • Responsible for Field Office migrations to new Hardware and Software platforms
  • Implementation of Configuration Management standards
  • Network Administration
  • Cloning and image management of computers systems

Confidential,Atlanta, GA 1999 to 2001
Systems Engineer II
Responsible for the Enterprise Applications Team daily network and end user support needs

  • Involved in software packaging and deployment to remote sites
  • Insured the availability and integrity of: network servers and components, and desktop computers
  • Monitored and configured server hardware and software
  • Prepared and maintained LAN, Server, and desktop documentation
  • User network and email account creation. Print , File, Web, and Application Server builds

Confidential,Atlanta, GA 1998 to 1999
Systems Engineer II/ Hardware Migration Manager
Functioned in the position of Hardware Team Leader for Turner Broadcasting\'s rollout of Outlook 98

  • Supervised and provided leadership to 9 Hardware team members
  • Hardware replacement, Installation, configuration, and support for the following products: MAXIMO for Facilities RDBMS, Microsoft SQLServer, Oracle, Kronos Timekeeper Central , Primavera (Primavera Project Planner, SureTrak Project Manager, and Expedition Contract Control), Onnet 32 , Microsoft Exchange5.5, and Mac OS, Outlook 98 migration from cc:Mail client, Y2k testing.

Confidential,Stone Mountain, GA 1997 to 1998
TECHNICAL SUPPORT MANAGER COMPUTER TECHNICIAN / QUALITY CONTROL LEAD
Lead a team of 3 technicians, providing daily guidance that was inline with AARISTS\' overall objectives and goals

  • Designed service strategies that complimented AARIST\'s product strategies
  • Database development and management (Access/Goldmine/Paradox/SQLServer)
  • Implemented a new support desk with a ticket management system using GoldMine and Crystal Reports
  • Windows NT 4.0 and MS Exchange 5.0 (Lucent Technologies) rollout team lead
  • Built custom made Personal Computers and upgraded equipment
  • Provided Onsite and remote Technical Support
  • Managed Quality Control process of system builds
  • Troubleshooting and break-fix repair for PC\'s, Mac\'s, Peripheral devices, and Network

Confidential,Atlanta, GA 1996 to 1998
HELP DESK REP

  • Performed credit card transaction verification for National Data Corp
  • Provided support for POS Hardware and Software for Credit card terminals and PC\'s
  • Tier II Support of NEC computer products in a Windows 3.x and Windows 95 environment
  • Call logging, queue management and follow up

Continuing Education
A.A., Music-Video Entertainment Management

References
Furnished by request

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