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it senior analyst resume example with 7+ years of experience

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

Experienced Senior Analyst with over 7 years of experience in Information Technology. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Skills
  • Performance Optimization
  • Information security
  • Technical Analysis
  • Critical Thinking
  • Multitasking Abilities
  • Team building
  • Interpersonal Communication
  • Problem-Solving
  • TCP/IP
  • Flexible and Adaptable
  • Software diagnosis
  • Data recovery
  • Installation and maintenance
  • C/C++ programming
  • C#
  • Implementing security programs
  • Designing security controls
  • Data security
  • Incident Response Management
  • Deductive reasoning skills
  • Dependable and Responsible
Work History
05/2017 to Current IT Senior Analyst Fidelity Investments | Gaithersburg, MD,
  • Administered and maintained anti-virus and anti-malware software on end-user computing devices.
  • Enhanced and reconstructed computer systems to increase efficiency.
  • Enhanced interfaces to promote better functionality for users.
  • Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
  • Participated in internal audits regarding quality management system.
  • Assisted in troubleshooting network, cyber-security and non-standard software and hardware related issues.
  • Installed system updates to address vulnerabilities and reduce security issues.
  • Improved systems with addition of new features and infrastructure.
  • Assessed business requirements to create focused solutions.
  • Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
  • Patiently walked individuals through basic troubleshooting tasks.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
  • Monitored systems in operation and quickly troubleshot errors.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Provided on-call support for critical issues related to Merlin Teller, Interact, SSA and Office 365.
  • Provided basic end-user troubleshooting and desktop support.
  • Devised solutions to operations issues related to Merlin Teller, Interact, SSA and Office 365, working closely via phone, email, live chat and web teleconference.
  • Provided Tier 2 IT support to non-technical internal users through desk side support services.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Documented support interactions for future reference.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Configured hardware, devices and software to set up work stations for employees.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Assisted with updating technical support best practices for use by team.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Used Batch and Powershell scripting skills to contribute to internal technical tools.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
01/2017 to Current Help Desk Technician Cogent Communications Group, Inc. | Minneapolis, MN,
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Assisted with updating technical support best practices for use by team.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Used Batch and Powershell scripting skills to contribute to internal technical tools.
  • Provided on-call support for critical issues related to Office 365, WMW, Interact, SSA, Merlin Teller and Adobe.
  • Patiently walked individuals through basic troubleshooting tasks.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Documented support interactions for future reference.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Configured hardware and granted system permissions to new employees.
  • Provided basic end-user troubleshooting and desktop support.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
01/2015 to 12/2017 IT Team Lead Svb Financial Group | San Francisco, CA,
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Configured hardware, devices and software to set up work stations for employees.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Participated in team-building activities to enhance working relationships.
  • Carried out day-to-day duties accurately and efficiently.
  • Worked flexible hours across night, weekend and holiday shifts.
Education
Expected in 09/2014 to to CompTIA A+ Certification | Information Technology New Horizons Northeast Florida, Jacksonville, FL, GPA:
Expected in 06/2014 to to Associate of Science | Mechanical Engineering FSCJ, Jacksonville, FL, GPA:
Certifications
  • CompTIA A+ Training
  • CompTIA Network+ Training
  • CompTIA Security+ Training
  • Cisco Networking Training
  • White hat Hacking Training

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Resume Overview

School Attended

  • New Horizons Northeast Florida
  • FSCJ

Job Titles Held:

  • IT Senior Analyst
  • Help Desk Technician
  • IT Team Lead

Degrees

  • CompTIA A+ Certification
  • Associate of Science

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