LiveCareer-Resume

senior help desk technician resume example with 15+ years of experience

JC
Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000, resumesample@example.com
Professional Summary
I am technologically sophisticated within the IT, network & infrastructure environment with hands-on experience in project lifecycle management. I provided ITIL standards of technical, internet, and intranet development applications. With a proven track record of desktop and network troubleshooting skills, Active Directory, VPN, implementing patch updates and configurations within high visible environments. As part of the HBC\LT system design phase of IT projects, I provided guidance to project managers and engineers to ensure that the design of new IT systems is aligned with HBC's IT security directives and applicable security standards (e.g., PCI). As part of the system requirements definition phase of IT projects, conducted high level threat risk assessments to support the budget related to the security component of the project.
Skills
  • TripWire Enterprise
  • Red Hat Linux
  • Project Management
  • Weblogic & Apache
  • LAN/WAN Architecture
  • Oracle Database 08,10,13
  • Windows Domain Administration
  • MS Office /00/03 / 07/10/13
  • Excellent Communication Skills
  • LAN/WAN Technologies
  • Active Directory
  • IIS Service
  • MS SQL Database 2008/10/13
  • WebDefend - (WAF)
  • SiteScope - (WAS)
  • Cisco SecureWorks Monitoring
  • TECHNOLOGY SUMMARY
  • Networking - LAN /WAN, VMware Enterprise, Network Infrastructures, SQL Server, VPN, RSA Token, ADSL, ATM, TCP/IP, Remote Accessing, Telnet, Pinging, Trace Routing, IP Address, Proxy Servers, Subnet Mask, Static IP, SQL DataBase 10 /13.
  • Operating Systems - Windows Server 00 /08 /10 /13, Windows 7 /8 /10, LINUX, UNIX, Solaris 10, SQL Server Database 08 /10 /13, Cayman Rtrs, Cisco Rtrs, Linksys Rtrs, Macintosh, Novell, Compaq, Avaya, Sun Servers v2880 & 3550, VMware desktop platform, VMware (ESX).
  • Software /Applications - MS Office Suite 2007/ 2010/ 2013/ 2016 Suite, Tripwire Enterprise, Trustwave WebDefend, SiteScope, Cisco SecureWorks, McAfee Enterprise, McAfee DLP, CyberArk, Password Lockout Application, PortScan, Remedy, Symantec, VERITAS, Nessus, Web logic 10, Nortel VPN, I-PASS, DreamWeaver, Visual Basics, UNIX Reflections, Nagios, Putty, RSA, Tru64, Altiris.
  • Programming - HTML, Java Enterprise, Visual Basics, ASP.net, Apache 10, UNIX, DOS, HP Open view, Dell Insight manager, JDK, BMC, AVS, VMware, MSTSC- Connectivity, SCCM, and SAAS.
Work History
11/2015 to Current Senior Help Desk Technician Cache Creek Casino Resort | Brooks, CA,
  • Presently, I am a senior helpdesk Technician delivering above and beyond support to the customer's/workers of KPMG.
  • Identifying and resolving all clients' issues within a timely metrics.
  • Supporting KPMG in providing productive solutions and timely responses to all issues.
  • Troubleshoot workstation access, applications software and functional application support, using the knowledge of network operating systems or notifying the appropriate support organization.
  • Maintain technology guidelines, operating procedures and support documentation.
  • Documentation of resolutions and submission to Knowledge Base and per ticket resolution.
  • Strong knowledge in the area of wireless capabilities such as PDA devices, hot-spots and Aircards, MS Office Product Suite including 2013/16 and Windows 7 Technologies: Active Directory Administration, Guest Wireless, Dell Data Encryption, Remedy, McAfee Endpoint Encryption, Safe Boot, RSA Administration, MobileIron (Mobile Mail), WebEx Conferencing, SFTP access, Microsoft Office 2013, WIFI/Network Connections.
  • Ensured network, system and data availability and integrity through preventative maintenance and upgrades.
  • Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

2013 to 08/2015 Information Security / Compliance and Control Analyst Evergy | Nashville, KS,
  • Under the Director, Information Security Compliance, my duties were to provide guidance to project managers at each phase of System Development Life Cycle (SDLC) and validate compliance to HBC security policies, directives and standards.
  • I worked collaboratively with IT professionals, suppliers and third party service providers to ensure the protection of the Company's information assets.
  • I also performed the task of PCI/PII DSS, Disaster Recovery.
  • Drafted and implemented information security policies and standards in accordance with HBC's goals and objectives and in compliance with regulatory and statutory requirements including PCI-DSS, HIPAA, etc.
  • As part of the system requirements definition phase of IT projects, conduced high level threat risk assessments to support the HBC\LT DMZ Environments, related to POS Point of Sale terminals), Ccas - card data tokenization, and security components of every project.
  • As part of the implementation phase of IT projects, coordinated or conducted vulnerability scans to ensure that the systems deployed were secure before going live.
  • Functional knowledge of web-based ecommerce technologies, HTML, JavaScript, etc.
  • Perform information security risk assessments on new products and systems; periodic information security risk assessments of existing systems; and information security risk assessments and audits of third-party vendors.
  • Demonstrated knowledge of regulatory compliance requirements including PCI-DSS, HIPAA, etc.
  • Strong working knowledge of information systems security standards and practices (e.g., access control, system hardening, system audit and log file monitoring, security policies, and incident handling).
  • Demonstrable knowledge and experience with SIEM, IPS/IDS, Vulnerability Scanning, Penetration Testing, Incident Response, and APT Methodologies.
  • Excellent understanding of TCP/IP and network communications.
  • Proven knowledge of network and server infrastructure technologies and devices including firewalls, routers, switches, etc.
  • Within the Info Security side of compliance, worked within Active Directory, User Builds/Deletes, updating user roles, groups, policies, Exchange Administration, Creation of VPN Accounts, Password Lockout management application (CyberArk), and provided access to the HBC\LT mainframe of Blue Zone.
  • Technologies
  • Managed firewall, network monitoring and server monitoring both on- and off-site.
  • Advocated for end-users to perform testing and problem analysis for server, desktop and IT infrastructure work.
  • Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
  • Recommended network security standards to management.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
  • Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to increase company efficiency.
  • Provided continued maintenance and development of bug fixes and patch sets for existing web applications.

2013 to 02/2013 Windows Deployment Analyst Keurig Dr Pepper | London, KY,
  • Currently while employed with BJC Health Services, my duties include but are not limited to Laptop imaging, profile migration, setup, configuration, and documentation of Windows 7 platform.
  • Also providing the end-user's with detailed instructions as per setup and user configurations with provided documentation.
  • CUP is a BJC wide deployment to the upgrade of 24,000 computer devices to Windows 7 by the deadline of Dec.
  • 2013.
  • This encompasses the entire BJC Corporation as a whole.
  • Each computer device is configured to meet the required functionality as determined by department management.
  • This includes removing files from their desktop, deleting personal files, audio, video, and any files not business related.
  • Application, Database and Hardware inventory assessment, Creation of profiles based on roles for workstation hardware, software and privileges.
  • Replacement or enhancement of existing non-compliant computers.
  • Provide an understanding of the process(s), knowledgebase, and documentation of software, services, and functionality.
  • Technologies

2012 to 09/2012 Systems Support Analyst Best Buy | Framingham, MA,
  • My role at Magellan was to migrate, setup, configure, and document the end-users (.pst) Outlook archive profile to the newly implemented Mimosa platform of Magellan's Exchange.
  • Also providing the end-user's with detailed instructions as per setup and user configurations.
  • Provided level 1 technical support to users and managerial staff.
  • Troubleshooting issues such as re-imaging new and old PC desktop's and newly purchased PC desktop's and Laptop's.
  • Clear understanding of commonly used ticketing system.
  • Self-motivated with strong attention to detail.
  • Analytical, clear communicators, able to speak and write legibly to all cross-platform management levels.
  • Provided an understanding of the process(s), knowledgebase, and documentation of software, services, and functionality.
  • Understanding of enterprise server security technologies, networking & security protocols, authentication schemes and technologies.
  • Reimaged new PC's and configured Mimosa for Microsoft Office 2007 and 2010 on the end-users Computer.
  • Technologies

2012 to 07/2012 Central Monitoring Engineering Analyst Comcast | Auburn, WA,
  • To maintain and troubleshoot erroneous issues on the ESI network while providing support to Express Scripts employees and clients for continuous uptime.
  • Providing 24/7 support for high visibility Datacom servers acknowledging/ managing implementation plans or changes against the data frame infrastructures.
  • My main focus was making sure that Drub Digest, Curascript, Connect you Care, and Health Bridge and various affiliates remain connected with continuous Uptime.
  • Provided support of access through Active Directory Administration within my nightly shift.
  • Assisting multiple departments, manager's, and client's resolving users password issues, Account lock out's, and Adding/deleting.
  • Currently while working with middleware technologies like WebSphere, MQ Services, Apache, Tomcat, and BigIP, Web Portals.
  • Ports, IP Switch Configuration.
  • Provided validation of port, Automated Validation Process and steps w/ escalation of trouble issue processes for resolution.
  • Network consists of multiple flavors of Microsoft, Terminal servers, probes, Linux, and UNIX products including SAN, EMC, and NetApps Storages etc.
  • While using BMC Remedy Ticketing client addressing alerts immediately, documenting, resolving, and escalating with follow up of resolution.
  • As shift performance approving deployments, re-starting servers/clusters after deployment, troubleshooting alerts on test/production servers, and support application issues using multiple tools such as MoM, Anchor.
  • Atlas for troubleshooting.
  • Technologies

11/2011 to 11/2011 Inventory Coordinator PFIZER CORPORATION | City, STATE,
  • Gather information in the field and enter into laptop.
  • Place tags on designated equipment, search the database for equipment and make logical decisions regarding naming and identifying assets.
  • Performed the task of stocking, mopping, and cleaning, product delivery, setting up materials for production, assisting in errand running.
  • Self-motivated with strong attention to detail.
  • Maintained excellent customer service.
  • Technologies

2009 to 06/2009 Systems Administrator - Tech Support I SAVVIS COMMUNICATIONS | City, STATE,
  • Provided help desk support for 2003-2008 windows servers within a VMware Enterprise Infrastructure environment.
  • I was also involved with project management and Timeline documentation.
  • I was first point-of-contact (Tier I Help Desk Technician) for support incidents with end user training, excellent organizational, team building and communication skills.
  • Ensure effective "one-stop" technical support for HP Open view and DELL Insight Manager Server related issues.
  • Track and de-escalate technology and workflow problems.
  • Hands-on experience supporting storage area network (SAN) environments such as Motilities disk array and cluster environment with regard to internal heartbeat within a VMware ESX enterprise environment.
  • Collectively engage in cross Collaborative efforts between departmental Managed Services, and Service Assurance.
  • Supported Altiris, HP (Systems Insight Manager), Blade Servers, Intel \ Itanium \ AMD Processors, Dell (Open Management), ZLM (Novell), Management of Rapid Deployment, supporting all Data Storage and Backup including Storage Area Networks and, Network Attached Storage, and Tape Libraries.
  • Net App filers supporting LANS, LUNS, WANS, and SANS controlling file systems within a structured server environment.
  • Working knowledge of Server Infrastructures (Windows 2000-2003 32/64 bit, UNIX\ LINUX - Solaris\ SUSE, Virtual Server VMware, Patch Management, Systems Management, and WIN Server 2003 Cluster installation and configuration Quorums.
  • Directory Infrastructure of Active Directory (Microsoft), LDAP (Open LDAP), and E-Directory (Novell).
  • Managed a Multitude of 2800+ servers, Win - 2051\ Linux - 759 \ Virtual - 649.
  • Manage the network monitoring systems including various networking devices and components, data Center, server operations, data warehousing, telecommunications, Security and database units.
  • Analyzed data, created, and updated reports illustrating performance.
  • Technologies

08/2008 to 10/2008 Tech Support Specialist - Tech Tier Support I INTERFACE SECURITY SYSTEMS | City, STATE,
  • Monitored, troubleshot, maintained and resolved network issues relating to the continuity of the client's company.
  • I provided excellent technical support, resolution, and follow-up of outage or configuration changes.
  • Assisted technicians in the setup and testing of established and new contracts.
  • Assist in the supporting of troubleshooting, documenting, and maintaining international food distributing establishments.
  • Monitored the Interface client/customer's site's for redundancy to the network.
  • Perform services through multiple applications as to order tracking, site lookup, Ssh, config of Cisco (1841, 877w, and 871w) routers.
  • Maintain the corporate I-net service, and extranet, engaged in daily meetings addressing ideas of previous network issues for further resolution.
  • I performed the task of setup of the end user/clients internet account from contact of various ISP providers.
  • With the configuration of the customers ADSL, Frac-T1, L2TP, Air card, Wireless card connectivity.
  • Providing excellent customer service and support to Interface client/customer's with a 100% close percentile.
  • Technologies

05/2008 to 06/2008 Google Migration Support Specialist SLU UNIV | City, STATE,
  • I work within a team environment to build out the Google environment for SLU University.
  • Assisted in the Administration of migrating university clients Outlook Exchange profiles to new Gmail Google email account.
  • Provided support for college students' and faculty to migrate from Microsoft office 2003 user to Google Gmail applications.
  • Thus, in turn mitigating the support, installation, and training of the Gmail application email service.
  • Maintained the corporate I-net services and extranet engaged in weekly meeting's addressing ideas, and previous network issues.
  • I performed the task of migration the end user/clients email account from one destination server to the new Gmail Google account, including .pst files, address books, calendars, and email.
  • I also provided Desk side/Desktop support, excellent customer service.
  • Technologies

2006 to 03/2008 Systems Administrator - Tech Support II ATT NOC | City, STATE,
  • In-house and Remote support via VPN Connectivity, Effective multitask, creation of Technical Documentation, providing security assessments, performed server migrations, updates and patches.
  • Provide First Level support for software Installation, as well as setup and configuration of new equipment of Laptop's and Network PC's.
  • I supported the Ruby-On-Rails via Weblogic v10.0 of the ATT J2EE java platform.
  • Desktop Deployment, Install, and Testing within UAT environment, Exchange Administrator.
  • Provided Tier III support services within the Windows, Unix/Linux/and Solaris environment.
  • Provided Tier III support services within the Windows and Unix/Linux/ Solaris environment.
  • Primary work related tasks consisted of Information Technology, Telecommunications, Project Management, Network Analyst Support, and Network Operations.
  • Monitoring Oracle ISQL Databases, JAVA scripts, Windows 2003 Administration Console, BEA Web logic v10.0, while performing Change Management, Patch upgrades, Server Decommissions, to main stream mission critical High-End Database Servers.
  • Provided support of world-wide service support for EMEA Middle Eastern Asia.
  • Supported over an abundance of 50,000+ end users.
  • Engineered and implemented ITIL Change Management and Release Management to 2500+ servers World-wide.
  • Thus, administering changes to AT&T existing routers (Cisco 2600 series), upgrade and replace switches within CNOC, generally Cisco 2950 & 3550 series switches.
  • Hands-on experience supporting storage area network (SAN) environments such as multiple disk arrays, Raid, and clustered environment with regard to Ruby on Rails; thus supporting AT&T services SMS messaging client enterprise wide.
  • Collectively engage in cross Collaborative efforts between departmental groups such as Managed Services, Service Assurance, Provisioning, Maintenance, Software Developers, and 10i Oracle G.
  • Primary work related tasks consisted of Information Technology, Telecommunications, (ITIL) Project Management, Network Analyst Support, and Network Operations.
  • Patch Deployment of all Microsoft products for end-user PC's (Personal Computer) and Proprietary Laptops.
  • Created weekly and monthly reports for network analysis of errors reported within the network and 3rd party software and vendors.
  • In conjunction to the process reporting UAT environment results for implementation and forth coming network updates.
  • Reports consisted of pie demonstrations, graph, and numerical viewing.
  • I have strong experience in performing deployments, re-starting servers/clusters after deployment, troubleshooting alerts on test/production servers, and support application issues using the troubleshooting tool Remedy.
  • Active Directory - Supported all of the users of the AT&T NOC and virtual clients.
  • This consisted of Creating /deleting new and old user accounts.
  • Supporting/Adding/Deleting of Desktop PCs from the Network Infrastructure.
  • Migrated end users from the Novell 4.0 Platform to Microsoft Active Directory Administration Console.
  • Solaris Environment - Maintained the Solaris environment of 100 and 150 boxes with the inclusion of a Windows PCI card.
  • This consisted of the install/reimage, Network IP setup, DNS configuration, Account Access of Novell 4.0, This also instilled maintaining the users access to the network, deletion of accounts, password resets, and Shared Folder access.
  • AOTS Platform - Supported the United States and Middle Eastern Asia in Creating/Deleting, Updating/Configuration/Maintaining the Access of the CBUS Platform on a 24/7 status.
  • Technologies

09/2005 to 10/2005 Systems Administrator - Tech Support I AKZO NOBEL COATINGS | City, STATE,
  • Performed the task of migration the end user/clients email account from one destination server to the new destination server.
  • Thus, .pst files, address books, calendars and email.
  • Resolved Connectivity issues pertaining to the internet, printers (Local and Network), 3rd party software, peripherals, DNS Suffixes, configuration of Static IP Addressing, and proprietary software.
  • Maintained the corporate I-net service and extranet performing the task of migration the end user/clients email account from one destination server to the new server.
  • Thus, PST files, address books, calendars, and email.
  • Email and user account migration including documents software and 3rd party software via install shield.
  • Supported in all a total of 50+ servers via remote desktop connectivity.
  • Technologies

2005 to 05/2005 Migration Support Specialist SIEMENS | City, STATE,
  • I work within a team environment to achieve resolution of client laptop pc within a timely manner.
  • Assisted in the administration of Windows 2000 Pro & XP laptop's performing system cleanup and registry run-scripts.
  • Supported DELL and IBM computers, configured user and data profiles, Microsoft updates, and network updates with data transfer of client files.
  • Participated within the migration of the company field tech's laptop information, performing system clean up with Run-script with specific procedures to perform tasks.
  • Technologies

2004 to 10/2004 Inventory Specialist CITY OF ATLANTA | City, ,
  • I work within a structured team environment to achieve the setup of information within a SQL Enterprise Database viewable by all departmental hands of the fire department, police department, watershed, and land & recreation department.
  • Ran Inventory checks and updates on computers connected to the network of the City of Atlanta.
  • Uploaded information into SQL Database also ran Microsoft updates and installed patches, performing light network updates.
  • Technologies

2004 to 08/2004 Tech Support Specialist VERSO TECHNOLOGIES | City, STATE,
  • I implemented network connections for end users, allocated bandwidth for network connectivity to internet users.
  • Create/Delete end user/clients adhering to the SLA Policy Procedures and Agreement set forth, blocking malicious end users/clients abusing the network, performed audits on the server for up to date reports.
  • Provided support to more than 150,000+ subscribers.
  • Lastly, Configured and performed updates to remote Cisco Servers via the GUI Interfaces.
  • Setup Internet connections of ADSL Technology, System Optimization, with great Customer Support, TCP/IP Configurations, and Telnet; Trace routing, Configuration of IP Addressing schema.
  • Credited and Configured PPPOA

2004 to 03/2004 Web Hosting Support Specialist INTERLAND | City, STATE,
  • Supported Applications based on Interland SLA Standards Agreement Policy.
  • Primary work was related to tasks within web hosting, Information Technology, network/PC Support, and Configuration of New Websites.
  • Engaged in cross collaboration with Tier II in efforts to quickly resolve network related issues, provided support for 3rd party vendor software/hardware issues, and Pc/Computer issues.
  • Resolved customer/clients issue's, provided proactive solutions which exceed customer expectations.
  • Server-level support of NT/Windows 2000-2003, Linux, Unix, XP, Remedy Administration, including FTP, Telnet, Front page extensions, ASP, IIS, configuration of the CGI Bin, creation/configuration of ecommerce websites.
  • SQL Database Installation/Maintenance/Configuration/Troubleshooting/Resolution of customer website.
  • Provided front-line support for dedicated servers such as Windows 2003 and Red Hat (Linux), configuring, and maintaining Intermail accounts.
  • I performed 100% resolution by phone, email, and Ticketing System Vantive.
  • Reset end user account login through proprietary Administration console, Lock/unlock and account password reset.
  • Technologies

06/2002 to 02/2003 Pre-installations Support Specialist - Tech Support I EARTHLINK.NET | City, STATE,
  • This specific role consisted of PC Configuration, Account Renewal/Delete, and Account Validation, Light Technical support, pre-Installation specialist supporting Nortel, Lucent, Avaya and Meridian, ADSL, and ISP connectivity.
  • Assessing accounts through People soft, CRM, and Vantive; Scheduled Cancellations, Resubmits, and resolution of technical issues providing excellent analytical support.
  • This specific role consisted of PC Configuration, Account Renewal/Delete, Account Validation and Light technical support.
  • Technologies

2001 to 06/2002 Technical Support Specialist - Tech Support I BELLOSUTH.NET | City, STATE,
  • Accessed Accounts through PeopleSoft, CRM and Vantive, scheduled Cancellations, Resubmits and resolved technical issues providing excellent analytical support.
  • Process consisting of PC Configuration, Account Renewal/Deletions, Account Validations, heavy Technical Support, Remitting the status of placed orders and tracking of UPS and overnight shipments.
  • Supported Applications based on Bellsouth.net SLA Agreement policy.
  • Performed 100% tech support via phone, Email and Vantive.
  • Installation/Removal of ADSL and ATM Connections and Configured PPPOE/PPPOA.
  • Response of questions regarding Service and Account Information.
  • I scheduled AT&T technicians for in-house resolutions, Working knowledge of SOEG, Configuration of Outlook Express, Netscape, and IE, supporting Westell Modems, Linksys Routers, Cayman Routers, and Cisco Routers.
  • Reset username and passwords for end-users and management, Created new usernames and passwords, setup up multiple email accounts, unlocked user accounts upon verification of account payment.
  • Technologies

Education
Expected in 1996 Fundamentals of Architecture / Computer Aided Drafting | Architecture Meramec Community College, St. Louis, MO GPA:
Expected in 2000 Drafting, Pre-Calculus, Architecture, AutoCADExtracurricular | Information Technology North Technical High, Atlanta, GA GPA:
Expected in HTML, Computer analysis / breakdown / troubleshooting, resolution, MS Office Suite, PowerPoint design & documentation, DOS, PC peripherals, software and hardware configuration, Network Administration, Windows 2000 Server configuration, and Active Directory. | , , GPA:

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Resume Overview

School Attended

  • Meramec Community College
  • North Technical High

Job Titles Held:

  • Senior Help Desk Technician
  • Information Security / Compliance and Control Analyst
  • Windows Deployment Analyst
  • Systems Support Analyst
  • Central Monitoring Engineering Analyst
  • Inventory Coordinator
  • Systems Administrator - Tech Support I
  • Tech Support Specialist - Tech Tier Support I
  • Google Migration Support Specialist
  • Systems Administrator - Tech Support II
  • Systems Administrator - Tech Support I
  • Migration Support Specialist
  • Inventory Specialist
  • Tech Support Specialist
  • Web Hosting Support Specialist
  • Pre-installations Support Specialist - Tech Support I
  • Technical Support Specialist - Tech Support I

Degrees

  • Fundamentals of Architecture / Computer Aided Drafting
  • Drafting, Pre-Calculus, Architecture, AutoCADExtracurricular
  • HTML, Computer analysis / breakdown / troubleshooting, resolution, MS Office Suite, PowerPoint design & documentation, DOS, PC peripherals, software and hardware configuration, Network Administration, Windows 2000 Server configuration, and Active Directory.

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