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 CollegeHayward, CAExpected in – –Associate of Arts:Information Technology - GPA:
University of Colorado At BoulderBoulder, COExpected 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.
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.
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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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
