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Technology Support Analyst Resume

Alexandria, VA

CAREER PROFILE

Acquire a position in a progressive environment utilizing my extensive experience in a networked environment specializing in management, maintenance, installation, and troubleshooting of Windows servers and workstations.

PROFESSIONAL EXPERIENCE

Confidential, Alexandria, VA 08/2007-Present Technology Support Analyst Coordinate with clients, System Administrators, and IT Manager to escalate and resolve complex problems. Participate in proactive team efforts to achieve and support company objectives.

  • Answer, evaluate, and prioritize incoming telephone, voice mail, email, and in-person requests for assistance from clients experiencing problems with MPR computers, operating systems, application software, network systems, printers and telephones
  • Interview clients to collect information about problems and lead users through diagnostic procedures to help determine the source of error
  • Provide training to clients regarding computers, operating systems, application software, network systems functions and procedures and communication devices
  • Provide assistance to clients in the proper use of computers, operating systems, application software, network systems and communication devices
  • Log and track calls using helpdesk software to ensure timely resolution and follow-up
  • Identify, research, resolve, and document computer, operating system, application software, and network problems (hardware and software)
  • Setup, install, configure, and upgrade computer and network hardware and software
  • Provide basic programming on a Meridian 1 digital telephone switch with Meridian voice-mail
  • Serve as Software Assurance Administrator for all Microsoft products
  • Contact vendors to request service and technical support regarding products.
  • Manage IT assets and supplies utilizing the Dell KACE pc/desktop management appliance
  • Assist in maintenance and organization of consumables

Confidential, Vienna, VA 02/2007-07/2007 Manager of Information Systems Recruited to establish and manage newly created Information Systems department. Oversee company wide efforts to identify and evaluate all existing technology systems. Collaborate with former technology vendor to provide smooth transition from outsourced Tier I/II support for in-house and remote users.

  • Oversight of the vendor selection and management process, contract negotiations, project and network management
  • Created Disaster Recovery/Business Recovery Plan
  • Development and deployment of corporate technology infrastructure and applications
  • Formulated a six-month plan to standardize all desktop hardware and software which included utilization of remote desktop support
  • Facilitated the installation of a Sonic Wall firewall to firewall VPN solution to incorporate the South Carolina office into the Domain

Confidential, Alexandria, VA 01/1990-06/2006 Network CommunicationsManager (01/1999-06/2006) Managed budgeting, development, design, and integration of software and hardware systems for the Association, including support for a 120 node LAN. Oversee IT operational infrastructure and deliver technology resources to fulfill project requirements. Performed technology assessments to enhance operations and standardize services.

  • Primary contact for Avaya and AT&T inquiries involving voice and data communications via T1
  • Strategic planning and development for Information Systems in an organization growing in staff by 10-15% a year
  • Reduced spending on IT and outsourced web expenses by over $90,000 in three years
  • Implemented an organizational plan for migration to a Windows 2000/2003 domain from NT 4.0, which included an upgrade to Exchange Server 2003 from Exchange 5.5
  • Devised a plan to standardize all software and hardware to decrease service calls, and help desk support
  • Facilitated individual and group based training programs for all employees
  • Instituted network security standards via installation/configuration of Sonic Wall, Barracuda Spyware, and Barracuda Spam firewalls
  • Budgetary Forecasting for Information Technology
  • Management of On-Site registration at Annual National Conference

Assistant MISManager (01/1994-01/1999)

  • Needs Assessments and Acquisitions
  • Hardware/Software upgrades and installations
  • Production Scheduling
  • Training
  • Network Management and Administration
  • PC and Printer Maintenance

Computer Systems Manager (01/1993-01/1994)

  • System Configuration Management (IBM RT w/PICK OS)
  • Hardware/Software upgrades and installations
  • Hardware/Applications Software maintenance
  • Primary Vendor liaison for IT supplies
  • Supervisory responsibilities for the Data Entry section
  • Production coordination and timely completion of all departmental requests

Computer Systems Coordinator (01/1990-01/1993)

  • Systems Management
  • Supervised part-time computer operators
  • Production control and scheduling

Confidential, Washington, DC 06/1986-01/1990 Data Processing Coordinator

  • Operations management of the Data Processing Department

Confidential, Hyattsville,MD 11/1978-05/1986 Systems Administrator (06/1983-05/1986)

  • System Administrator of HP and Prime mini-computer systems

DP Operations Supervisor (11/1978-06/1983)

  • Supervision of Computer Operations, Edit Control Clerks, and Data Entry Supervisors

Education and Credentials Confidential

Professional Training Microsoft SQL Server 2000/2005 Administration Exchange Server 2003 Administration Windows 2003 Server Administration Windows 2000 Desktop Support Windows 2000 Server Administration Exchange Server 5.5 Administration Networking Essentials Windows NT 4.0 Server Administration Numara Track-It 8.5 Administration Windows XP Administration Windows 7 Administration

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