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administrator technical service resume example with 20+ years of experience

Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
:
Summary

Hghly motivated Systems Support Programmer with 30 years’ experience and with a successful track record in systems administration and support, programming and communications. Strong background in systems administration and support of PCs and mainframe. Communications experience includes supporting and maintaining Nortel PBX system for more than 200 users and applications. A skilled troubleshooter and problem solver. An excellent trainer with a strong motivation to continuous improvement.

Skills

Computer Skills

  • SAP
  • LotusScript
  • Unix
  • Turbo Pascal and VAX Pascal

Mainframe administration and support

Systems Support Programmer

Mainframe administration and support

PBX administration and support

Lotus Notes support and programming

Education and Training
University of South Alabama Mobile, AL Expected in 06/1991 Bachelor of Science : Computer And Information Sciences - GPA :
  • 1986 -1991 Dean's List
Experience
Spire Energy - Administrator, Technical Service
Auburn, AL, August - 01/2023

• Schedule, image and deploy computer equipment, application software and application updates using an endpoint management tool

• Configure and deploy laptops, desktops, tablets, printers, scanners, and other peripherals and execute annual device replacement

• Troubleshoot PC hardware and software problems, working with end users to obtain requirements to correct issues and determine next phase for correcting current and/or eliminating future issues

• Document all requests for support and their resolution through our Information Technology Services Management (ITSM) tool

• Using our internal inventory and status tool, record and update the status of devices as they move from inventory through deployment and into retirement

• Assist in maintaining server applications as assigned

• Using the level of administrative rights granted, make the necessary system updates and/or upgrades as directed

• Assist with testing new or updated training documentation

• Research end-user problems and provide accurate resolution to the user community in a timely and effective manner

• Monitor the ITSM queue and accept transfer calls from Tier I support team, responding with accurate, complete and timely issue resolution

• Analyze problem history to determine ways to eliminate recurring problems; collaborate with Engineering when necessary to resolve the problem

• Provide support to customers in the form of setup, training and troubleshooting on Unified Communications devices, including mobility and collaboration tools.

• Support the Unified Communications team with by providing support for Audio Visual devices throughout the Spire locations

• Work with Tech Services, Server and Network teams to proactively plan and execute upgrades to hardware and software

• Install and maintain network and server configurations, network gear and related components, and monitor the operation and performance of server and network infrastructure

• Notify team members in a timely manner of service interruptions or other significant issues

• Adhere to all procedures as pertains to Sarbanes-Oxley and update procedures as necessary

• Participate in trending and forecasting of usage and services to ensure network is operating at optimal performance

• Communicate effectively with the team by:

Attending and participating in regular status meetings

Updating issues in the ITSM tool and the related knowledge base and SharePoint site with resolutions and guidance

Spire - PC/LAN Analyst II
City, STATE, 06/2016 - 08/2022

• Schedule, image and deploy computer equipment, application software and application updates using an endpoint management tool

• Configure and deploy laptops, desktops, tablets, printers, scanners, and other peripherals and execute annual device replacement

• Troubleshoot PC hardware and software problems, working with end users to obtain requirements to correct issues and determine next phase for correcting current and/or eliminating future issues

• Document all requests for support and their resolution through our Information Technology Services Management (ITSM) tool

• Using the level of administrative rights granted, make the necessary system updates and/or upgrades as directed

• Research end-user problems and provide accurate resolution to the user community in a timely and effective manner

• Monitor the ITSM queue and accept transfer calls from Tier I support team, responding with accurate, complete and timely issue resolution

• Analyze problem history to determine ways to eliminate recurring problems; collaborate with Engineering when necessary to resolve the problem

• Provide support to customers in the form of setup, training and troubleshooting on Unified Communications devices, including mobility and collaboration tools.

• Support the Unified Communications team with by providing support for Audio Visual devices throughout the Spire locations

• Work with Tech Services, Server and Network teams to proactively plan and execute upgrades to hardware and software

• Install and maintain network and server configurations, network gear and related components, and monitor the operation and performance of server and network infrastructure

• Notify team members in a timely manner of service interruptions or other significant issues

• Communicate effectively with the team by:

Attending and participating in regular status meetings

Mobile Gas A Sempra Company - • Desktop Support Technician
City, STATE, 09/2008 - 06/2016

· Desktop Support Technician

· Hardware and software set up and support, computers, peripherals, and iPhones.

· Assistance with network and server support.

Professional Development

Nortel System

  • Moves Adds and Changes
  • Global Connect Conference

SAP Programming Courses

  • ABAP Objects
  • ABAP Dictionary
  • SAP NetWeaver Process Integration
  • ABAP Workbench Fundamentals

Lotus Notes

  • Lotusphere Conferences

Mainframe

  • VSE/ESA Systems Programming Form A to Z
Mobile Gas Service Corporation - Systems Support Programmer-
City, STATE, 12/1991 - 10/2008

Responsible for administering and implementing changes in telephone system. Managed, administered, and/or monitored third party software used with the telephone system. Monitored telephone system traffic via real time and daily analysis reports. Instructed users in use of equipment, software, and manuals. Set up new users with respect to telephone, mainframe access and certain aspects of Lotus Notes access. Provided development and support for SAP and Lotus Notes applications. Monitored and analyzed utilization and performance of mainframe specific software.

  • Managed project to integrate third party call center software to significantly reduce caller abandonment rate.
  • Provided technical support and problem solving for mainframe software and user interface software.
  • Provided technical support to mainframe/SAP operators.
  • Developed programs to meet staff and user requirements.
  • Modified programs to correct errors by correcting computer code.
  • Wrote documentation to describe and develop operating procedures of programs.
  • Analyzed and tested computer programs and system to identify errors and ensure conformance to standards to meet staff and user requirements.

Trained staff and users to use computer systems and programs

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Resume Overview

School Attended

  • University of South Alabama

Job Titles Held:

  • Administrator, Technical Service
  • PC/LAN Analyst II
  • • Desktop Support Technician
  • Systems Support Programmer-

Degrees

  • Bachelor of Science

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