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Sr. Technical Analyst Resume Example

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SR. TECHNICAL ANALYST
Summary

Savvy Experienced Network Engineer and Systems Analyst with over 20 years of experience in the IT field. Superb knowledge and skills resolving user technical problems quickly under intense and daring situations in a top multidisciplinary call center. Result-oriented analyst adept at researching, improving and implementing new technologies while promoting growth and efficiency.

Skills
  • Mitel PRI and SIP based PBX and Contact Center ACD IP phone system
  • Lifesize video onsite and Cloud Solutions
  • Cisco webex, Microsoft Teams, Zoom Conferencing
  • HP Servers and switches
  • Cisco switches, routers, Cisco Meraki Cloud Solutions
  • Dell, HP PCs, Lenovo/Toshiba/HP laptops, Apple MacBooks
  • SOPHOS UTM firewall,
  • SSL VPN, and IPsec VPN tunnels
  • Visio diagrams, technical reports, technical training, technical writing
  • CAT5/6/7/8, cable management
  • Nice InContact automatic call distribution cloud solution
  • Linux Redhat/Ubuntu
  • HTML5, Web based certificates
  • Microsoft O365 email, Microsoft office suite
  • Microsoft Windows Server 2008-2016, AD,Domain Services, Files Replication
  • Vmware virtual Networks
  • Veeam backup solutions
  • Local Area Networks (LAN), Wide Area Networks (WAN)
  • Cisco DUO multifunction authentication
  • Windows OS XP-2010
  • Microsoft SQL Server 2008-2019
  • WordPress website design and content management software
  • Certified Technical Analyst
Experience
Sr. Technical Analyst | 12/1999 to 05/2020Company Name - City, State
  • Expert researcher, technical trainer, and presenter using Microsoft Teams, Lifesize media cloud solutions, visio diagrams, excel spreadsheets, and microsoft powerpoints,
  • Configured, maintained and troubleshooted a remote teleworking program for 100 plus pharmacy and nursing staff , Toxicologist and Pharmacy doctors in poison information which included Cisco's Meraki virtual private network and VMware Virtual network of server environment
  • Designed, trained, and maintained Georgia's Public Health disaster emergency phone system designed to handle surges in calls such as Covid-19 pandemic
  • Primary constructor of two DR sites located north and and south of headquarters which incorporated VMware virtual networks, HP servers, Cisco Meraki routers and switches
  • Lead designer and troubleshooter of headquaters's managed VMware virtual network, HP Procurve servers, HP Aruba switches, SOPHOS firewalls, Cisco routers and switches, Dell PCs, HP printers, monitors, and laptops
  • Expert experience with NetApp drives, Veeam backup software, TTY/TDD software, Microsoft file replication, Microsoft Active Directory, Windows servers, Dell computers, Jabra wireless headsets, Lenovo laptops, Apple laptops, Oaisys call recording software, Microsoft O365 email system, and Cisco DUO security authentication
  • Chief designer and maintainer of Chat and Email services utilizing HTML5, C+, Python, Linux Ubuntu, and DigiCert certificates
  • Primary engineer for Mitel PBX/ACD phone system. Task included troubleshooting and managing user accounts, testing backup scenarios, updating software and hardware, maintaining IP phones, Configuring automatic call distribution queues, and constructing reports with call statistics
  • Designed and engineered the only regional Stroke call center. Design composed a network that handled emergency calls from first responders, hospitals, doctors and nurses using Mitel's queued based automatic call distribution software
System Analyst | 09/1997 to 12/1999Company Name - City, State
  • Created system models, diagrams, charts and reports, promoting efficiency for a 250 call/day Advice Nurse nursing staff call center
  • Designed, managed and troubleshooted a Pervasive SQL custom based call database system that collected data input from the Advice Nurses patient call encounters which is the sole call center for the largest level1 trauma hospital in the region
  • Maintained and troubleshooting the staffing PCs, printers, fax machines, copiers, headsets, email, windows OS, and call routing issues
Hardware/Network Support Technician | 04/1992 to 09/1992Company Name - City, State
  • Investigated, and managed over 50 calls a day on problems with PCs, printers copiers, network terminals, routers, switches, modems, phones, and other peripheral devices throughout Grady's local and remote premises
  • Ran cabling, installed data drops and terminated jacks for cable installations throughout the hospital
  • Traveled to remote office locations to install nodes and implement client software and hardware roll outs
  • Supported IT programming staff with configurations and hardware troubleshooting with IBM mainframe
Education and Training
Clayton State University - - City,State | | Bachelor of ScienceComputer Science

Currently enrolled.

Atlanta Metropolitan State College - - City,State | | Associate of SciencePhysics
Certifications

A+ Certification

Currently studying for the CCNA (Cisco Certified Network Administrator) Certification

Certification in Electronics Technology

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Resume Overview

School Attended

  • Clayton State University
  • Atlanta Metropolitan State College

Job Titles Held:

  • Sr. Technical Analyst
  • System Analyst
  • Hardware/Network Support Technician

Degrees

  • Clayton State University - City , State | Bachelor of Science
    Atlanta Metropolitan State College - City , State | Associate of Science

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