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Jessica Claire
  • Montgomery Street, San Francisco, CA 94105
  • Home: (555) 432-1000
  • Cell:
  • resumesample@example.com
Summary
Senior Technical Analyst with more than 12 years of proven experience in network/hardware/operating system troubleshooting, PC assembly, system integration, technical support, and customer service.
Highlights
  • Windows 8; 7; Vista; XP; 2000 Pro; 95/98; and NT 4.0 Workstation.
  • Server Systems: Windows NT 4.0; Server 2000; Server 2003; Server 2008 R2; and Server 2012.
  • Networking: DNS; DHCP; WINS; TCP/IP; FTP; and Cisco Switches.
  • Telecommunications: Nortel Meridian Option 61C & 81C, Cisco Unified Communications Manager
  • Software: Office 97/2000/2003/2007/2010; WordPerfect 5.1/6.0/8.0, & 2000; Symantec Backup Exec 8, 8.6, 9 & 11D; Telnet Utilities; and Microsoft SMS/SCCM Administrators console.
Experience
Senior Technical Analyst, 01/1 to Current
Navy Federal Credit UnionHavelock, NC,
  • Transferred to Largo Medical Center to take over the administration of a network with approximately 1250 users, 1100+ computers and laptops, and fifteen servers (ranging from NT 4.0 to VM Ware Virtualized Server 2008 R2).
  • Facility Point of Contact for the coordination of the 2011 and 2012 Facility Technology Refresh program where 500+ computer systems were imaged, configured and installed with minimal disturbance to the facility and users - $284,000 & $295,000 projects respectively.
  • Responsible for the daily management of the work order queue, in Remedy, and the assignment of tasks to the Technical Analyst and Technical Analyst II assigned to this facility and the Indian Rocks campus (approx.
  • 2 miles distance).
  • Coordinate the purchase, imaging (utilizing Microsoft SCCM), the installation and the maintenance of existing equipment which includes Servers, Workstations, Laptops, Printers, and Multi-function Scanner/Printers.
  • Configure McKesson Meditech to utilize and troubleshoot network devices (printers, computer systems and diagnostic analyzers) in External Ops.
  • Coordinated the conversion of over 1140 computer systems from Windows XP to Windows 7 with minimal impact on hospital services.
  • This required the coordination, with every department, the number of pc's to be reimaged and to verify that access to all files and shares were reestablished.
  • Presented information to the facility Ethics & Compliance Committee on any IT audits for HIPAA compliance.
  • Coordinated the relocation of multiple facility departments (Patient Satisfaction, Risk Mgm.t, Quality Mgmt., Case Mgmt., HR, Marketing, and Medical Education) that resulted in a minimum of down time for each of the users.
  • Smallest move was a single person, and the largest was a department of twenty five staff members.
  • Acting as the facility technical coordinator for the conversion of our Nortel Meridian phone system to a Cisco VOIP phone system.
  • Saved the facility over $13,000.00 in network cabling installation fees, by relocating and re-terminating existing, unused, network lines in nursing units that were undergoing remodeling.
  • Administration of the Microsoft Active Directory services enabling network access for facility and departmental share access.
  • Facility Point of Contact, responsible for the installation, configuration and relocation of 62 Cisco switches for the Network Infrastructure Refresh program in preparation for the Corporate/Facility VOIP conversion project - $225,000 project which was completed on time and budget.
Senior Technical Analyst, 10/2006 to 01/2010
Navy Federal Credit UnionHawthorne, CA,
  • Administration of network with approximately 350 users, 300 pc's and laptops, and eight servers (ranging from NT to Server 2003).
  • Implement upgrades/updates to system software utilizing Microsoft SMS and SCCM.
  • Responsible for the reduction of SAPortal (network threat) scores from 22,000 in January 2008, to below 10,000 by March and consistently reduced the scores each month with due diligence and proper work ethics.
  • Accountable for the day to day operation and administration of the Microsoft Active Directory services and associated systems, including Windows-based file servers, enterprise backup systems using Symantec Backup Exec, workstations.
  • Assists the Divisional Network Engineers with the installation and configuration of components (Cisco Switches and Routers) of the network infrastructure.
  • Provides technical support for a large, complex computing infrastructure that requires 24x7x365 uptime for mission critical systems.
  • Receive and respond in a timely manner to incoming calls and/or e-mails regarding PC and/or hardware problems.
  • Interim Senior Technical Analyst covering each facility (Northside, St Pete General, Largo Medical Center, LMC Indian Rocks Campus and W.
  • Fla.
  • Supply Chain Warehouse) that was without a Sr.
  • Technical Analyst and provided training to the new Sr.
  • Technical Analyst upon hiring.
Technical Services Analyst II, 10/2002 to 10/2006
HCA CorpCity, STATE,
  • Responded to, evaluated, and prioritized incoming phone and email requests for technical assistance from users experiencing problems with hardware, software, networking, and other computer-related, Web, and telecom technologies.
  • Provided prompt, accurate, and respectful support to users, employing high degree of customer-service skill and technical expertise while ensuring customer satisfaction.
  • Took initiative to learn company internal organizational structure to optimize problem-resolution efficiency.
  • Applied troubleshooting techniques to verify solutions.
  • Instituted accountability measures for phone and pager use, which had reduced the hospital telephone bill by an average of $700.00 per month and the pager bill, had also been reduced by approximately $400.00 per month.
  • Contributed ideas to improve customer service and suggested ways for second-level support to interact with customers and remain in the loop.
  • Frequently resolved issues with little or no supervision.
  • Quickly learned new tasks and rapidly resolved customer problems.
  • Maintained up-to-date knowledge of changing technology to benefit customers.
  • Oversaw the phone system upgrade for the entire facility (including a complete upgrade to Call Pilot for voicemail) with the addition of VOIP phones and the local contact person for the corporate technology refresh program.
  • Configure McKesson Meditech to utilize and troubleshoot network devices (printers, computer systems and diagnostic analyzers) in External Ops.
Education
Associate of Science: Network Administration, Expected in 5 2014
St. Petersburg College - ,
GPA:
Network Administration
Microsoft Certified Professional, St. Petersburg College 03/14 Microsoft Technology Associate: Windows Operating Systems: , Expected in 3 2014
St. Petersburg College - ,
GPA:
Windows Server 2012 Installation and Configuration, New Horizons (Training Only) 12/12 Windows Server 2008 Active Directory Configuration, Tech Sherpa's (Training Only
HCA SMS Training (Training Only) 10/05 Network+ Certified Professional - CompTIA 06/02 Microsoft Certified Systems Engineer (MCSE) NT4.0 (Legacy) - Microsoft 01/01 A+ Computer Service Technician - CompTIA 06/99: , Expected in
- ,
GPA:
Microsoft Certified Professional - St. Petersburg College - 3/3/2014 Microsoft Technology Associate: Windows Operating Systems - St. Petersburg College - 3/3/2014 Windows Server 2012 Installation and Configuration - New Horizons (Training Only): , Expected in 12 2012
- ,
GPA:
Windows Server 2008 Active Directory Configuration - Tech Sherpa's (Training Only
HCA SMS Training (Training Only)- 10/05 Network+ Certified Professional - CompTIA, June 2002 Microsoft Certified Systems Engineer (MCSE) NT4.0 (Legacy) - Microsoft, January 2001 A+ Computer Service Technician - CompTIA: , Expected in 9 2011
- ,
GPA:
Hospital Dir. of Info Systems Orientation - HCA Corporate Headquarters, Nashville, TN (Training Only)- 4/2004 Time/Project Management - HCA/Harvard Business Training (Training Only)- 1/4/05
Skills
A+, Active Directory, Analyst, Analyst II, Backup Exec 8, Backup Exec, backup, budget, C, Cisco, hardware, conversion, Client, customer satisfaction, customer-service, customer service, DHCP, DNS, due diligence, email, network cabling, file servers, FTP, Harvard, hiring, HR, Communications Manager, imaging, Laptops, Mgmt, Marketing, Meditech, Meridian, access, Microsoft Certified Professional, Microsoft Certified Systems Engineer, MCSE) NT4, Office 97, Windows 7, Windows 8, Windows, Windows Operating Systems, 2000, 95/98, NT, Windows NT 4.0, NT 4.0, Windows XP, enterprise, network security, Network, Networking, Nortel, nursing, organizational, pc's, phone system, Printers, problem-resolution, Project Management, Quality, Routers, Scanner, Servers, SMS, Microsoft SMS, supervision, Supply Chain, Cisco Switches, Symantec, TCP/IP, technical support, technical assistance, Technician, telecom, Telecommunications, telephone, phones, phone, Telnet, troubleshoot, troubleshooting, upgrades, upgrade, Utilities, Vista, VM, VOIP, NT 4.0 Workstation, WordPerfect 5.1/6.0

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School Attended

  • St. Petersburg College
  • St. Petersburg College

Job Titles Held:

  • Senior Technical Analyst
  • Senior Technical Analyst
  • Technical Services Analyst II

Degrees

  • Associate of Science
  • Microsoft Certified Professional, St. Petersburg College 03/14 Microsoft Technology Associate: Windows Operating Systems
  • HCA SMS Training (Training Only) 10/05 Network+ Certified Professional - CompTIA 06/02 Microsoft Certified Systems Engineer (MCSE) NT4.0 (Legacy) - Microsoft 01/01 A+ Computer Service Technician - CompTIA 06/99
  • Microsoft Certified Professional - St. Petersburg College - 3/3/2014 Microsoft Technology Associate: Windows Operating Systems - St. Petersburg College - 3/3/2014 Windows Server 2012 Installation and Configuration - New Horizons (Training Only)
  • HCA SMS Training (Training Only)- 10/05 Network+ Certified Professional - CompTIA, June 2002 Microsoft Certified Systems Engineer (MCSE) NT4.0 (Legacy) - Microsoft, January 2001 A+ Computer Service Technician - CompTIA

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