Livecareer-Resume
Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Summary

Talented and results driven Network Support Technician bringing over 15 years' experience in desktop support, network administration and device support. Skilled at both hardware and software troubleshooting in fast-paced environments. Proactive and hardworking team player with a focused mentality and rigorous approach.

Skills
  • Cisco routers/servers
  • VMware
  • Audio & Visual Equipment
  • Network & server configuration
  • Win7/Win8/Win10
  • MS Office 365
  • TCP/IP/VPN
  • Active Directory
  • Windows Server 2008-2016
  • Firewalls
  • Disaster recovery
  • SQL Server 2008-2016
  • Symantec
  • Microsoft Terminal Server
  • LAN/WAN
  • Citrix
  • Cloud based applications
  • Network & port traces
  • DHS & DNS
  • Windows Exchange 2016
  • Hardware & Software configurations
  • VOIP
Education and Training
Heald Business College Hayward, CA Expected in Associate of Arts : Information Technology - GPA :
University of Colorado At Boulder Boulder, CO Expected in Bachelor of Arts : Communications/Sociology - GPA :
, Expected in CERTIFICATIONS + Certified Network+ Certified Microsoft Certified Solutions Associate (MCSA) Windows 7 : - GPA :
Experience
Hca - NETWORK SUPPORT ANALYST IV
Selma, AL, 09/2017 - 07/2020
  • Responsible for the daily operations of company computer/telecom networks.
  • Performed daily system monitoring, verifying the integrity and availability of all hardware, server resources and systems.
  • Performed port tracing and network VLAN setup and patch panel management.
  • Resolved all Microsoft Office 365 issues.
  • Supported ArcGIS, ARIES software for A&D research team.
  • Installed, diagnosed, troubleshot, repaired telecommunication systems, VOIP.
  • Supported Cisco UCM and Cisco Gateway in complex environment.
  • Responsible for racking and stacking Cisco devices.
  • Solved all PC Networking issues in Win 7 & Win 10 environment.
  • Assisted with all Remote Access applications including Zoom meeting.
  • Assisted with Citrix and Oracle/SQL database configurations/troubleshooting.
  • Responsible for Blackberry/Smartphone (iPhone/ipad/Android), audio visual equipment troubleshooting.
  • Resolved Active Directory permission issues.
  • Troubleshot Symantec Endpoint Protection issues.
  • Responsible for re-imaging, configuration and deployment of new desktop, laptop systems for new and existing users.
  • Supported and resolved all PC/Laptop software and hardware related issues.
JP MORGAN CHASE - TECHNICAL ANALYST II
City, STATE, 08/2014 - 08/2017
  • Provided daily Tier II and Tier III Global Remote Desktop/ VDI support which included troubleshooting, configuration, installation, maintenance and training of both hardware and software applications for 50,000+ users.
  • Assisted clients daily with troubleshooting issues via ticketing system, phone, email, and/or live chat.
  • Responsible for Citrix and Oracle/SQL database configurations/troubleshooting.
  • Troubleshot Office 365/Office suite 2006/2013 products.
  • Supported Window Servers 2003/2008.
  • Assisted with operating systems XP / 2007 /2008/ 2010 MAC OS X email setup/restore, business/finance application install.
  • Performed Cisco/Avaya phone setup, troubleshot port issues, configuration and access of voicemail and phone servers.
  • Supported all PDA Blackberry/Smartphone (iPhone/iPad/Android) devices,.
  • Updated pushes using remote access tools SCCM to push data to multiple departments and end-users.
  • Performed onboarding and off-boarding of all employees.
  • Achieved first-call resolution (FCR) in a timely manner.
Chevron Oil And Gas - DESKTOP SUPPORT /FIELD TECHNICIAN
City, STATE, 08/2010 - 02/2014
  • Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
  • Resolved networking issues: LAN/WAN, TCP/ICP, FTP, VPN.
  • Responsible for hard drive replacements, connectivity issues, Windows Vista to Windows 7 and MS Office 2007 to 2010 upgrade.
  • Assisted with IT Security: Onboarding, used BitLocker recovery tools.
  • Created User ID's and Passwords/Permissions using Active Directory.
  • Supported Remote Access, Exchange Server, in Windows 7 environment.
  • Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources.
  • Promoted as Team Lead for project WIN 7 deployment at Chevron sites.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Disassembled computer systems to troubleshoot and resolve hardware issues.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
Wells Fargo Bank - TECHNICAL SUPPORT ANALYST II/REMOTE SUPPORT
City, STATE, 04/2002 - 07/2010
  • Responsible for providing firm wide first-level support and problem resolution for hardware and software applications for internal and external clients, supporting 3000+ users globally.
  • Performed imaging/ re-imaging of Windows XP or 7 includes troubleshooting, while meeting SLA's using Wells Fargo re-imaging software.
  • Maintained SLA'S, daily tracking of unresolved issues.
  • Responsible for presenting/preparing end user training and/or documentation.
  • Setup new employee's workstations using DVI and VGA cables.
  • Worked with management to maintain service levels and improve service techniques to ensure 100% customer/client satisfaction.
  • Supported Active Directory database configuration.
  • Performed active systems monitoring, log reading and systems health analysis and documentation.
  • Reviewed support cases for technical and troubleshooting.
  • Accuracy and identified needed improvements in processes.

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Resume Overview

School Attended

  • Heald Business College
  • University of Colorado At Boulder

Job Titles Held:

  • NETWORK SUPPORT ANALYST IV
  • TECHNICAL ANALYST II
  • DESKTOP SUPPORT /FIELD TECHNICIAN
  • TECHNICAL SUPPORT ANALYST II/REMOTE SUPPORT

Degrees

  • Associate of Arts
  • Bachelor of Arts
  • CERTIFICATIONS + Certified Network+ Certified Microsoft Certified Solutions Associate (MCSA) Windows 7

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