SUMMARY

• Solutions - oriented, highly motivated, and ready to leverage strong technical training and adaptability to excel in a Business Analyst role.
• Skilled at orchestrating optimal match between business objectives and solutions to meet short- and long-range goals.
• Successful history of maintaining enterprise-wide software, upgrading applications, and implementing modules.
• Talent for grasping new technologies and configurations, and adapting to new or evolving situations.

TECHNICAL SKILLS

Operating Systems: Unix, Windows Server 2003, Windows XP, Vista, 7,8, & 10

Network/Protocols: Local Area Network (LAN), Wide Area Network (WAN), Juniper SSL Virtual (VPN), TCP/IP, DNS, DHCP, WINS

Software/Business Applications: Microsoft Office 2010 Professional, Microsoft Exchange 2007, Blackberry Enterprise Software, Microsoft Dynamics Great Plains, Microsoft Retail Management System (POS), Netx 360, Salesforce CRM, Crystal Reports, Docupace, and ImageNow

Hardware/Systems: PC configuration, printers, scanners, hand-held wireless devices, tablets, switches, routers, hubs, and phone systems (VoIP)

Tools: McAfee/Symantec Antivirus, Symantec Ghost, Onyx, Track-IT, Peregrine, Remedy, Clarify, Salesforce, ServiceNow

PROFESSIONAL EXPERIENCE:

Confidential, Atlanta, Georgia

Technical Support Analyst

Responsibilities:

• Gather requirements from user feedback and then disseminate to IT and Development teams
• Act as a liaison with third party vendor for escalation of trouble tickets, software upgrades, updates, and implementations
• Train clients on business and cloud based applications interface and usage
• Perform software installs, troubleshooting, deployment and upgrades
• Implement Quality Assurance for software updates
• Manage user and security settings for daily use
• Create user accounts for website usage
• Assist in developing use cases and functional specifications
• Contribute in occasional User Acceptance Testing (UAT)

Confidential, Atlanta, Georgia

Technical Support Specialist

Responsibilities:

• Implemented the project plan based on Team and Individual Task
• Gathered and assigned requirements for user hardware and software setups
• Assisted in completing special projects coordinated by the IT Director and Help Desk Manager
• Consulted with various levels of internal users by telephone, on and off site desk side assistance, and remote desktop assistance
• Performed hardware troubleshooting and repair on all desktops, laptops, and most handheld devices
• Maintained warranty service work for hardware vendors
• Performed software installs, troubleshooting, deployment and upgrades
• Created and maintained user documentation, procedures and libraries for installed products
• Monitored patches and upgrades for PC/server via Microsoft Windows Server Update Services (WSUS)

Confidential, Atlanta, Georgia

Hardware Support /Interface Analyst

Responsibilities:

• Provided high-level support for various levels of internal users via telephone, on and off site desk side assistance, and remote desktop assistance
• Performed hardware troubleshooting and repair on all desktops, laptops, and most handheld devices
• Administered MS Exchange, Blackberry Enterprise and Active Directory
• Trained users on business applications interface and usage
• Maintained user documentation, procedures, and libraries for installed products
• Created software training guides
• Monitored patches and upgrades for PC/server

Confidential, Atlanta, Georgia

Application Support Analyst

Responsibilities:

• Acted as a liaison between end users and the development team
• Gathered weekly and monthly call center statistics
• Created Crystal Reports from analyzed data
• Documented problem symptoms and status information
• Performed daily monitoring of open cases using Peregrine
• Provided 1st and 2nd level support to external users of several CDC web and client-server applications
• Provided back-up support for the Secure Data Network Administrator with regards to administering digital certificates

Confidential, Fort Worth, Texas

Lead Technical Support Analyst

Responsibilities:

• Oversaw and assisted with the implementation of the new Disaster Recovery Center and Global Help Desk
• Provided problem resolution for software, hardware, and LAN connectivity
• Created and reset passwords for various applications including Mainframe
• Performed daily monitoring of opened cases using Remedy
• Assisted in the testing, installation, training and support of software distributed by the company
• Performed software troubleshooting, deployment and upgrades
• Acted as a liaison between end users and the development team
• Provided network training to help optimize the use of our products
• Recorded problem symptoms and status information

Confidential, Atlanta, Georgia

Technical Support Analyst

Responsibilities:

• Provided 1st and 2nd level technical support for internal employees worldwide
• Provided problem resolution for software, hardware, modems and connectivity issues
• Created and reset passwords for various applications including Mainframe
• Performed daily monitoring of opened cases using Clarify
• Developed and maintained database of corporate service logs
• Scheduled incoming and outgoing service calls
• Served as Primary contact for Service Engineers and Call Center
• Trained clients on how to setup and maintain local/network printers
• Related technical resolutions on printers, workstations and other related equipment to clients
• Created weekly and quarterly service reports to clients
• Provided in-house technical support to end users