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Senior Help Desk Analyst Resume Example

Resume Score: 80%

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SENIOR HELP DESK ANALYST
Summary
I offer a well-rounded background in technology, customer support, and writing for a top television entertainment company.  I've worn a myriad of different hats from writing reality T.V. pitches, web server administrator and DNS/DHCP administrator to network engineer, touching many different platforms, hardware and software including UNIX, Cisco, HTML, Citrix, Aruba, Juniper, Bind, and Solaris to name a handful.  I also experience with creating technical training, managing large scale technical projects, and team collaboration and planning.
Skills
  • MS Word, Excel
  • Strong collaborative skills
  • Research
  • Document management
  • Excellent problem solving skills
  • UNIX/LINUX
  • Project management
  • Understanding of TCP/IP protocols
  • Network operations support
  • Detail oriented
  • Organized
  • DNS/DHCP
  • Working independently
  • Strong communication skills
  • CISCO Certified Network Associate (CCNA)
  • Web content management
  • Database servers
Experience
01/1998 - 10/2000
Company Name - City, StateSenior Help Desk Analyst
• Performed problem management support and resolution for over 200 billing systems and platforms across AirTouch/Verizon Wireless including Oracle, UNIX, VMS, and VAX
• Monitored all problem notifications and service requests
• Responsible for designing and updating training documentation (PowerPoint, Word, Excel)
• Updated and maintained internal support website (HTML)
• Created and scheduled reports in DSS based application (Web Intelligence) • Acted as liaison between vendors and customers to solve billing and application issues
• Project management support for roll out of Oracle Financials and Oracle HR to company
• Assisted with pre and post implementation QA testing through all life cycle phases of the project.
• Trained Support Center for commercial rollout of both Oracle Financials and HR
• Performed daily quality assurance checks on all environments (UNIX and Oracle-based).
10/2000 - 08/2002
Company Name - City, StateAssociate Software Engineer
• 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)
08/2002 - 12/2016
Company Name - City, StateSenior Technical Analyst
• 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 ofDNS 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 VZW.com 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 VZW.com 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)
03/2016 - Current
Company Name - City, StateFreelance WriterCreated non-scripted T.V. formats and wrote one-sheet pitches, as well as treatments of non-scripted television ideas to be pitched by the head of development to various networks.  Additional duties included researching ideas submitted by the head of development and other staff members, proof-reading one-sheets and treatments, as well as editing documents.
Education and Training
2007
California State University Fullerton - City, State, USABachelor of Arts: Sociology
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Resume Overview

School Attended

  • California State University Fullerton

Job Titles Held:

  • Senior Help Desk Analyst
  • Associate Software Engineer
  • Senior Technical Analyst
  • Freelance Writer

Degrees

  • Bachelor of Arts : Sociology

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