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Helpdesk Technician / Support Analyst III Resume Example

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HELPDESK TECHNICIAN / SUPPORT ANALYST III
Summary

Enthusiastic, customer service award winning technician with a strong work ethic experienced in multiple facets of I.T. including helpdesk, desktop support and network / server administration in varied complex environments

Highlights
  • Operating Systems: Windows XP, Windows 7, Windows Server 2000, 2003 & 2008/2008r2; Linux Red Hat & CentOS; Cisco Catalyst and IOS, IBM AS/400
  • Hardware: Dell and HP rack and blade servers, Dell Power Connect Switches; Cisco 55xx ASA, Cisco ASR1004 & 2900 series routers, Cisco 6500, 4500, 3750, 3550, 2960 Switches, Linksys SFE2000 PoE switches; Aironet wireless access points, Tandberg Video Conferencing devices; PCs and Laptops, HP/Dell/Lexmark printers & multi-function print/copy devices, iPad/iPhone & Android mobile devices, other peripherals.
  • Software: Microsoft Office/Visio, McAfee and Symantec A/V, Putty/SSH, Orion's Solar Winds Network Performance Monitor and IPAM,
  • HP's Open View and Network Node Manager, ManageEngine's OpManager, Virtualbox, VMWare ESX, and ESXi, BMC Remedy and Footprints, Windows Deployment Services
  • Protocols/ Services: DHCP, DNS, TCP/IP, EIGRP, OSPF, FTP, TFTP
  • Training/Certifications:
  • Online course - Vmware/ESXi Admin In Progress
  • LinuxAcademy.com - Linux Essentials Course completed
Accomplishments
  • Certifications: A+, MCSE 2000, ITILv3, CCNA.
Experience
Helpdesk Technician / Support Analyst III
February 2015 to October 2015Actionet, Inc. @ FAA William J. Hughes Technical Center FAA National Service Center
  • Provide IT solutions to Federal Aviation Administration / Department of Transportation employees as part of a 24/7 first response call center.
  • Troubleshoot Windows XP / 7 / 8 PCs & laptops, applications, network/VPN connectivity, peripheral and Apple Mobile device issues.
  • Applications used include Remedy ticket software, Lotus Notes, Active Directory/Office 2010/2013/Outlook/Lync, Airwatch.
  • Coordinate with Tier II and Tier III support teams to ensure tasks completed to customer needs/satisfaction.
  • Currently hold Public Trust government clearance for this position.
Systems Analyst II
December 2013 to June 2014Cape Regional Medical Center
  • Support the data center virtual and physical file, print, and application servers.
  • Experience with Dell OME, VMWare, ESX, and ESXi.
  • Monitor the LAN and remote sites' network devices and performance using Solar Winds Network Performance Monitor.
  • Configure, test, install, and troubleshoot issues on Cisco 4500, 3750, 3550 switches.
  • Linksys SFE 2000PoE switches.
  • Manage wireless network using Aerohive Wireless Mgmt suite, configure and manage Aironet wireless access points.
  • Responsible for administering Active Directory user accounts, groups, folder shares, rights & access and Group Policy.
  • Manage Windows Deployment Services (WDS) server.
  • Create and modify laptop and PC images using Microsoft Deployment Toolkit.
  • Build and deploy PCs and laptops including asset management tasks.
  • Perform troubleshooting and problem resolution on issues escalated by Tier I support.
January 2008 to January 2013FAA William J. Hughes Technical Center
Technical Specialist II
June 2011 to June 2013Enroute Computer Solutions
  • Support the FAA Research & Development, Testing & Integration, and Next Generation Prototyping (NexGen or NPN) laboratory networks.
  • Complete requests from new laboratories for connectivity to the new NPN network, migrate existing labs from old R&D/T&I networks to the NPN network.
  • Configure, test, install, and support equipment - Cisco Catalyst & IOS switches, Cisco 5500 series ASA, Windows Server 2003, 2008/2008r2.
  • Create ASA firewall security policy definitions as requested/required.
  • Build fiber cable black boxes and terminate fiber cables for relocation of NOC.
  • Trace, flash and patch fiber cables and panels to extend network connectivity.
  • Maintain the Solar Winds IP Address Manager SQL server, database and website.
  • Held Public Trust government clearance for this position.
User Support Technician II
February 2009 to June 2011Actionet, Inc
  • Install, configure and troubleshoot Windows XP, Windows 7, IBM Lotus Notes & NexGen messaging apps (Sametime), Microsoft Office 2003/2007/2010, Safeboot pre-boot encryption application, "FAA-centric" software and custom FAA applications on PCs and laptops.
  • Respond to customers' Computer/Printer/Network Connectivity issues and assist/troubleshoot as needed by phone, remote control or desk side Responsible for tagging devices (PCs, printers, etc.), updating the SW license and HW asset DBs, and completing required documentation Experienced with Remedy helpdesk ticketing software.
  • Held Public Trust government clearance for this position In addition to regular duties Active Directory Administrator (Wm.
  • J Hughes Tech Cntr OU) Safeboot Database Administrator Support Lead for FAA VPN Remote Access Clients (FRAC) Member of FAA Software Release Mgmt team.
Technical Lead
April 2008 to February 2009L-3 Communications FAA National Service Center
  • Technical Lead at the Atlantic City division of the FAA National Service Center (NSC).
  • Provide IT solutions to Federal Aviation Administration / Department of Transportation employees as part of a 24/7 first response call center.
  • Assist and advise NSC agents in troubleshooting, processes and procedures.
  • Troubleshoot FAA Windows XP PCs & laptops and peripherals, FAA applications and network/VPN connectivity.
  • Assist clients by using Dameware remote control application, phone, and e-mail.
  • Coordinate with Tier II and Tier III support teams to ensure tasks completed to customer satisfaction Experience with Lotus Notes, NexGen applications, BMC Remedy helpdesk ticketing software.
  • Held Public Trust government clearance for this position.
Independent Contractor
October 2007 to April 2008SOHO Consulting
  • Consult with SOHO (Small Office/Home Office) clients regarding their networks.
  • Usual tasks included: Assessment of current network and computers physical and logical condition (Operating Systems versions, patches/upgrades, A/V and A/M, software and applications.
  • Research, evaluate and recommend equipment and configurations for new SOHO LANs and Wireless LANs.
  • Suggest hardware or software upgrades and patches as needed.
  • Configure and install said equipment and get client network up and running Configure LAN security through local router and wireless encryption.
Network Engineer
June 2007 to October 2007Data Network Solutions － Red Bank Edison, N.J.
  • Installed new Dell 2950 servers and migrated approximately 300 users to new domain from Win9x to increase performance and security.
  • Configured and deployed 15 new Dell Power Connect Gig switches to improve network performance Provided daily support of desktop, server, and network issues for the Township of Edison, N.J.
  • including 911 Emergency Call Center, internal police, fire, and municipal departments, as well as remote sites for EMS, Firehouses, Child Recreation and Senior Center.
  • Use Dictaphone system to archive emergency 911 calls (Police, EMS, Fire dept.).
  • Created and monitored server backups using BrightStor ARCServe.
LAN/WAN Engineer
April 2004 to June 2007Atlanticare Information Technology Infoshare － Egg Harbor, N.J.
  • Project Lead for planning, configuration, installation and support of Tandberg data center, conference room, and desktop video conferencing devices Manage IP address assignments and IP database for devices and networks (Static and DHCP) Support Atlanticare Regional Medical Center (ARMC) LAN, VoIP, Remote, and Wi-Fi networks.
  • Support ARMC client, Atlantic Medical Imaging (AMI) desktop, printer and LAN/WAN issues.
  • Configure, install and support Cisco routers, Cisco IOS and Catalyst switches, VoIP phones and Aironet wireless access points.
  • Initiate and coordinate installation of new lines with service provider at new locations.
  • Generate trouble tickets with service provider regarding circuits at existing sites.
Network Technician
January 2000 to January 2004Sands Hotel Casino － Atlantic City, N.J.
  • PC Tech II Upgrade entire "Point of Sale" network including cabling, Cisco switches, touch screen POS terminals and kitchen laser printers Setup and install Cisco 2900/3550 series switches where needed to expand and improve network performance.
  • Troubleshoot network connectivity and assist PC Techs with network issues.
  • Support IBM 760/780 AS/400 Eservers, Dell 4200 Servers.
  • Configure, deploy, maintain and troubleshoot PCs, AS/400 clients and printers.
  • Install, configure, update/upgrade and troubleshoot applications.
Education
LinuxAcademy.com -Red Hat Cert Sys Admin In Progress New Jersey Career Center, Network Specialist Course Completed Global Knlowledge: ITIL Foundations v3 Achieved Certification Cisco Networking Academy: CCNA Achieved Certification 2006, 2009 Atlantic Cape Community College: MCSA 2003, Course Completed Marco and Associates, Inc.: CompTIA A+ / MCSE 2000 Achieved Certifications
Additional Information
  • AWARDS & HONORS: Actionet, Inc. Letter of Commendation for customer service, Robert Ellis, Manager, FAA ATO-IT Operations (2011) Rising Star Award Certificate of Appreciation (2010 and 2011) Atlanticare: Certificate of Appreciation for Providing Exceptional Customer Service (2004)
Skills
A+, Active Directory, Apple, ARCServe, AS/400, IBM AS/400, asset management, cables, cable, cabling, Call Center, CCNA, Cisco IOS, Cisco, Cisco routers, com, Hardware, encryption, client, Clients, customer satisfaction, Database Administrator, database, Dell, DHCP, Dictaphone, documentation, DNS, EIGRP, e-mail, firewall, flash, FTP, government, HP, Home Office, Open View, IBM, Imaging, IP, ITIL, LANs, LAN, Laptops, laser printers, Lexmark printers, Linux, Lotus Notes, Mgmt, McAfee, messaging, Access, MCSE 2000, Microsoft Office, Microsoft Office, Office, Outlook, Windows 7, Windows, Win9, 2000, Windows XP, Network, Networking, networks, Next, Operating Systems, OSPF, PC Tech II, peripherals, Police, POS, Printer, printers, problem resolution, processes, Progress, Project Lead, Protocols, Prototyping, Red Hat, Research, router, routers, SSH, Servers, SQL server, Switches, Cisco switches, Symantec, TCP/IP, phones, phone, Transportation, Troubleshoot, troubleshooting, upgrades, Upgrade, Video Conferencing, VPN, Visio, VoIP, website, WAN, Windows Server
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Resume Overview

Companies Worked For:

  • Actionet, Inc. @ FAA William J. Hughes Technical Center FAA National Service Center
  • Cape Regional Medical Center
  • FAA William J. Hughes Technical Center
  • Enroute Computer Solutions
  • Actionet, Inc
  • L-3 Communications FAA National Service Center
  • SOHO Consulting
  • Data Network Solutions
  • Atlanticare Information Technology Infoshare
  • Sands Hotel Casino

Job Titles Held:

  • Helpdesk Technician / Support Analyst III
  • Systems Analyst II
  • Technical Specialist II
  • User Support Technician II
  • Technical Lead
  • Independent Contractor
  • Network Engineer
  • LAN/WAN Engineer
  • Network Technician

Degrees

  • LinuxAcademy.com -Red Hat Cert Sys Admin In Progress New Jersey Career Center, Network Specialist Course Completed Global Knlowledge: ITIL Foundations v3 Achieved Certification Cisco Networking Academy: CCNA Achieved Certification 2006, 2009 Atlantic Cape Community College: MCSA 2003, Course Completed Marco and Associates, Inc.: CompTIA A+ / MCSE 2000 Achieved Certifications

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