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NETWORK SUPPORT ANALYST IV Resume Example

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NETWORK SUPPORT ANALYST IV
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 focused mentality and rigorous approach.

Skills
  • Cisco wireless routers and switches
  • Cloud based applications
  • Network and server configuration
  • Hardware and software configurations
  • Window OS 7/8/10 & MAC OSX
  • MS Office expert
  • Citrix
  • Active Directory
  • DHCP
  • VPN
  • Disaster recovery
  • SQL Server
  • Software upgrades
  • Remote desktop services and support
  • LAN/WAN
  • TCP/IP
  • VMware
  • Windows Server
  • Network & port traces
  • Application installations
  • Windows expert
  • Testing and deployment
Experience
NETWORK SUPPORT ANALYST IV / MORGAN STANLEY - Houston, Texas01/2006 - 09/2016
  • Responsible for troubleshooting /configuring complex technical network issues with Cisco switches/routers.
  • Performed port tracing and network VLAN setup.
  • Resolved all Microsoft Office 365 issues.
  • Supported ArcGIS, ARIES software for A&D research team.
  • Installed, diagnosed, troubleshot, repaired telecommunication systems, VOIP ( Cisco & Avaya).
  • Solved all PC Networking issues in Win 7 & Win 10 environment.
  • Assited with all Remote Access applications including Zoom.
  • 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.
  • Supported Cannon, HP, Xerox printers, includes installation and configuration.
  • Responsible for configuration and deployment of new desktop, laptop systems for new and existing users.
  • Supported and resolved all PC/Laptop software and hardware related issues.
  • Recognized by management for providing exceptional customer service.
  • Imaged OS and software deployments throughout system and addressed any implementation concerns.
TECHNICAL ANALYST II / JP MORGAN CHASE - Houston, Texas09/2014 - 06/2016
  • Provided daily Tier II and Tier III Global Remote Desktop/ VDI support which includes 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.
  • Updated the status of incidents via ticketing system, escalated to Level III Engineering team when needed.
  • Achieved first-call resolution (FCR) in a timely manner.
DESKTOP SUPPORT /FIELD TECHNICIAN / Chevron Oil and Gas - Houston, Texas09/2010 - 03/2014
  • 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 deployment at Chevron sites.
  • Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
  • 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.
  • Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
TECHNICAL SUPPORT ANALYST II/REMOTE SUPPORT / Wells Fargo Bank - Concord, California05/2002 - 08/2010
  • 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.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Education and Training
Heald Business College - Hayward, CAAssociate of Arts: Information Technology
University of Colorado At Boulder - Boulder, COBachelor of Arts: Communications/Sociology
Certifications
+ Certified Network+ Certified Microsoft Certified Solutions Associate (MCSA) Windows 7
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Resume Overview

Companies Worked For:

  • MORGAN STANLEY
  • JP MORGAN CHASE
  • Chevron Oil and Gas
  • Wells Fargo Bank

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

  • Heald Business College - Hayward, CA Associate of Arts : Information Technology
    University of Colorado At Boulder - Boulder, CO Bachelor of Arts : Communications/Sociology

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NETWORK-SUPPORT-ANALYST-IV-resume-sample

NETWORK SUPPORT ANALYST IV

MORGAN STANLEY

Houston, TX.