Senior Help Desk Analyst resume example with 16+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:

I offer previous experience as a volunteer parent at Seacliff Elementary assisting with playground and lunch time supervision for the Kindergarten classes last year. Duties included assisting students at lunch time with any needs, ensuring students adhered to rules in lunch area as well as on playground. I also planned activities at recess to keep the students busy and oversaw multiple activities on some occasions if I had to work alone, while remaining patient and calm. I have current and previous childcare experience as a mom to a first grader at Seacliff, as well as caring for children of friends and family. Additionally, my past corporate work experience has give me the skills to wear multiple hats and learn quickly.

  • Strong collaborative skills
  • Excellent problem solving skills
  • Project management
  • Working independently
  • Childcare experience
  • Organized
  • Strong communication skills
  • Detail oriented
  • Heavy multi-tasking
  • Team projects
Associate Software Engineer, 10/2000 - 08/2002
Northrop Grumman Lake Charles, LA, • Data Mining (Clementine 6.0.2). • Development, implementation, and support maintenance of intranet portal (NT server, Oracle 8i database) • Developed code for predictive churn model (Teradata SQL 4.01) • Gathered requirements from marketing group for predictive churn model • Modeling and scoring for predictive churn model (Clementine 6.0.2) • Web development and administration of Data Warehousing Group intranet (HTML, Javascript) • Business Objects universe development (Business Objects 5, Oracle SQL 7). • Updated metadata (PowerDesigner Suite 6.0) • User support and training (Business Objects, web portal, Web Intelligence). • Data Warehouse conversion from current billing systems to Unified Data Model (Teradata)
Senior Technical Analyst, 08/2002 - 12/2016
Navy Federal Credit Union Garland, TX, • IP management of all IP's utilizing DNS and DHCP (QIP, Bind, Solaris).• Performed subnet audits to ensure adequate space for devices. • Managed new customer request website • Worked with Planning and Engineering to ensure correct forecasting for future projects and application implementation. • Oversaw and managed all non-change and change related DNS/DHCP requests to ensure minimal to no impact to business. • Troubleshot and resolved DNS and DHCP related issues from internal ticketing system, emails, and phone calls. • Upgraded DNS and DHCP servers to new code versions (Bind, Solaris). • Provided QIP training and guidance to NOC members. • Assisted with planning and design of DNS and DHCP topology (Bind, WAN/LAN architecture). • Generated ad hoc and weekly reports for DNS and DHCP health and IP change statistics (UNIX, Solaris, SQL). • Configured Sapphire Appliances for BT Diamond IP Control (Linux) • Performed quality assurance and regression testing on Sapphire Appliances prior to company-wide implementation.  • Created technical MOP's (methods of procedure) for various applications (QIP, Cisco CSS and Citrix Netscaler SSL certificates, and Cisco Content Engines). • Utilization of monitoring and other tools to detect and resolve network and DNS/DHCP issues, including traffic analysis (NetQOS, Wireshark, Firehunter, HP Openview and NNMI9, SiteWatcher, Juniper firewall, MRTG ). • Maintained, troubleshot, and upgraded Video on Demand Content Engines (Cisco Content Engines v5.5.5.9). • Performed QA testing for software development team on weekly basis upon marketing campaign launches and code upgrades. • Maintained, troubleshot, and upgraded IOS on Voice Portal dual chassis gateways (Cisco 5400/5800's). • Supported RSA Secure Token. • Maintained Voice Portal ingress gateways (Cisco 5400/5800's). • ISDN, DSL, VPN, EVDO Digi, FIOS testing, diagnostics, and repair for Verizon Wireless retail locations. • Applied SGS code upgrade patches (Symantec). • Performed minor QA testing on Symantec Gateways weekly upon patch upgrades. • Upgraded IOS on Cisco 2800 retail store routers. • Enabled and disabled ISDN PRI's on T3's for weekly CVP code upgrade support. • Created new and streamlined process to update and maintain Secure Socket Layer certificates on all network load balanced mission and business critical Verizon Wireless applications. (Cisco, Citrix, Verisign, CyberTrust). • Provided weekly load test monitoring for team (Citrix Netscaler, Cisco CSS's, Cisco switches, SRX firewalls). • Provided a variety of network support to the business that included processing Cisco RMA requests for new hardware for various support teams, configuration, verification, troubleshooting and provisioning of the following: Cisco WAAS and Content Engines, Aruba Wireless Access Points, Microsoft Windows servers, Outlook, Cisco routers and switches, Juniper Firewalls, Blue Coat proxies, VPN, T1, T2, IMA, DS3, network costing, identifying and mitigating packet loss and network latency, CSS and Netscaler failovers, and various hardware replacements. • Blocked IP's and URL's posing possible security threats to the business (Juniper Firewall, Blue Coat proxy, Microsoft ISA, Cisco Content Engine web proxy servers) • Suspended and enabled application services on load balancing devices (Cisco GSS's, Cisco CSS's, Citrix Netscalers)
Education and Training
Bachelor of Arts: Sociology, Expected in 2007
California State University Fullerton - Fullerton, CA
Activities and Honors

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School Attended

  • California State University Fullerton

Job Titles Held:

  • Associate Software Engineer
  • Senior Technical Analyst


  • Bachelor of Arts

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