•Over 10 years experience in the Information Technology field providing exceptional customer support.
•Ability to multi-task and work in a changing environment.
•Excellent Project Management and Customer Relation skills.
•Maintains a strong attention to detail and customer focused attitude.
•Consistently recognized by customers for superior performance and problem solving ability.
•Demonstrates a continuous effort to improve operations and streamline work processes.
•Thorough knowledge of Windows Vista; Windows XP; Windows 2000 Server; Windows Server 2003; Windows Server 2008; Windows NT; Novell; DOS; OS/2; TCP/IP; InstallShield; Ghost; Deploy Center; Microsoft SMS 2003.
Network Monitor: Monitors and controls networks to ensure links and lines are working correctly. Identifies alerts or line failures and resolves according to procedures. Escalates issues when necessary and monitors software/systems; performs problem escalation and notification; resolves problems.
Promote customer service: Ensure problems are resolved in a timely manner and conduct appropriate follow-up to ensure the problems are resolved to the customer's satisfaction. Always promote a win-win situation with the customer.
Monitor networks: Monitor networks and servers to make sure links and servers are functioning correctly and that the client is able to access online systems without problems. Identify alerts and links when servers are down and perform immediate escalation.
Monitor servers: Monitor servers for problems and alarms, using appropriate monitoring applications. Research, troubleshoot, and validate alarms and escalate issues as necessary.
Manage system failures: Implement the appropriate procedures to manage and resolve system failures to ensure that service is promptly restored to the client.
Operating Systems Monitor: Monitors and controls the operating system to ensure optimal performance, initiates corrective action promptly, prevents outages and escalates issues to when necessary. Executes change as directed; monitors software/systems; performs problem escalation and notification; resolves problems.
Ensure system compliance: Ensure compliance with physical security and computer operations audit requirements.
Troubleshoot problems: Troubleshoot and resolve problems with the monitoring infrastructure by working with customers and other support personnel. Manage problem ticket queues, routing tickets to proper support groups. Provide the interface between customers and other support groups.
Manage hardware problems: Respond to hardware problems and interact with vendors to implement corrective actions. Escalate hardware problems as necessary.
Technical Support Operator: Provides technical support to customers for a wide range of computer-related issues.
Actively listens to customer problems. Analyzes problem and troubleshoots problem recommends solutions to solve problem and dispatches problem to next level if problem cannot be resolved.
Follows-up with customer to ensure problem has been resolved. Performs problem escalation and notification; resolves problems.
Network configuration and support
Provided technical support for hardware/software configurations and applications.
Administered and supported local/LAN printers, LAN IDs in Novell.
Administered/provided troubleshooting for Lotus Notes and MS Outlook.
Utilized Remedy for call logging
Prepared the environment for deployment of Windows Server 2003.
Analyzed the hardware and software requirements of Active Directory.
Installed, configured, and provide troubleshooting for Server 2003.
Responsible for managing Citrix Server 4.0 and configuring Citrix clients.
Migrated Windows Server 2003 from test environment to the production environment.
Implemented and managed IP Addressing; configured TCP/IP addressing on a server.
Operating Systems:Windows Vista; Windows XP; Windows NT 4.0; Novell NetWare; DOS and OS/2.
Microsoft Servers:Windows 2000 Server; Windows Server 2003; Windows Server 2008; Windows Server 2008 Core; AD 2003; AD DS 2008; Microsoft Exchange 2003; Microsoft Exchange 2007.
Software: Active Directory;MS Office 2007; MS Office 2003/XP; Norton Utilities; WinFax; PC Anywhere; McAfee; WinZip; Symantec Ghost; Veritas; Heat; Remedy 7.0/6.0; DameWare Mini Remote Console; Email (Microsoft Exchange, Lotus Notes Mail); Oracle and many others.
Hardware:Intel, 3COM, HP Proliant DL380, HP ML570, IBM x86 Servers, Dell PowerEdge M805 and others.
Virtualization:Microsoft Virtual Server 2005 R2, VMware.
Networking:Eicon Communications products such as OSI Gateway for DOS and OS/2; SNA Gateway; IPX/SPX; TCP/IP; Routers; Switches; Modems; Hubs and Bridges.
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