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Support Analyst Resume Example

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SUPPORT ANALYST
Summary
Seeking a Challenging position within a computerized environment allowing for continued growth.
Highlights
  • CICSO Internetwork Troubleshooting CISCO Internetwork Solutions
  • Designing CISCO Internetwork Solutions Building CISCO Remote Access Networks
  • Microsoft Windows Server 2008, 2012 Microsoft Windows Server 2000 Directory Services
  • Microsoft Office 2007, 2010, 2013 Windows 7, 8, 8.1 Enterprise/XP Pro
  • UNIX Operating Systems Microsoft Visual Basic 4.0, 5.0, 6.0
  • C/C++ Programming VISIO Pro 2003, 2007, 2010
Experience
Adecco Technical / JP Morgan Chase July 2007 to June 2009 Support Analyst
  • Provided phone and desktop support to end users on the LAN/WAN by responding to end users phone calls, emails, and voice mails for technical assistance.
  • Troubleshoot and resolve customer problems in Novell, Group Wise, Windows 2000, XP Pro, MS Office 2003, 2007, Outlook, AS 400, Mainframe, VPN, and various other software applications.
  • Performed hardware and software upgrades on Laptops, and on networked and stand alone workstation.
  • Supported various other LAN applications, hardware and voice equipment.
First Horizon Home Loans April 2005 to July 2007 Technical Analyst II
  • Provided phone and desktop support to end users on the LAN/WAN by responding to end users phone calls, emails, and voice mails for technical assistance.
  • Troubleshoot and resolve customer problems in Novell, Group Wise, Windows 2000, XP Pro, MS Office 2003, 2007, Outlook, AS 400, Mainframe, VPN, and various other software applications,.
  • Performed hardware and software upgrades on Laptops,.
  • Supported various LAN applications, hardware and voice equipment.
Bank of America July 1997 to November 2004 Change Analyst II
  • Responded to Bank of America investment clients phone calls, emails, and voice mail Provide technical assistance for software, hardware systems issues and LAN/WAN connectivity problems Supported investment products which included Maxxess, IMP, Lotus Notes 4.5 and 5.0, LEAP, First Call, CompuServe, Windows 3.11/NT/95, and Novel 3.12 and 4.1.
  • Requested user groups and accounts and provided LAN/WAN support end users.
  • Performed remote application deployment using batch files, Tivoli, and SMS, Assisted programmers in writing and testing application program language and deployment packages.
  • Deployed application packages to test environment and tested to ensure they would operate as expected in the production, Administer NT 4.0 and NetWare 3.12 and 4.1 servers.
  • Review and approving change request for installation and upgrade hardware and software on the Bank of America Wide Area Network Performed an evaluation of hardware and software components, which affect the delivery of services to the entire user community.
  • Performed impact assessment by working with network engineers Verified router and switch configuration file were free of errors, by verifying the configuration of the Spanning Tree, Frame Relay, OSPF, ACLs, EIGRP, IGRP, RIP, TCPIP and IPX/SPX protocols, and Access Control List (ACL's).
  • Staged router and switch configuration files on TFTP staging sever.
  • Wrote macros to create weekly, and monthly, change implementation reports.
  • Chaired Sr.
  • Management weekly hardware and software meetings, to communicate and coordinate the installation, removal, and upgrade of software applications, operating systems, and networking equipment which included routers, switches, servers, and firewalls, between the implementing groups and Bank of America Lines of Businesses, and clients.
  • Worked with Bank of America different Lines of Businesses (LOB's), change implementing groups and external clients to write Service Level Agreement which included standards and procedures for technical functions, Lead Times, Impact Assessments, Risk Analysis, installation, implementation, modification, monitoring, problem determination, and resolution of vendor-supplied software and/or hardware; development of internal hardware and software systems.
Comsys Technical Services / Northup Grumman March 1995 to July 1997 Desktop Technician II
  • Provided desktop and LAN/WAN support to end users Installed, troubleshot, and configured networked and stand alone workstations and Laptops.
  • Configured IP addresses for DNS, Gateway, and WINS servers, Added users to the Domain, created NTFS partitions and add users to Local and Global groups, and assigned Group rights and policies.
  • Assisted project manager to track Northrop Grumman's Common Desktop Initiative (CDI) with the use of Microsoft Project and Access database to track project progress to completion.
  • Installed Windows 95, Microsoft Office 95, Netscape, CC Mail, Outlook, Group Wise and ABC Graphics.
  • Other duties included ordering network drops, ordering and administering e-mail and LAN accounts on the network, assigning IP addresses, converting files trouble shooting, Install and configure network cards.
Education
Richland College Associates Degree Dallas, Texas
Certificate Computer Programmer Business Software Developer
EL Centro College Certificate: Cisco Certified Network Associate Dallas, Texas
Skills
ABC, AS 400, C, C++ Programming, Cisco Certified Network Associate, CISCO, CompuServe, hardware, clients, delivery, Designing, DNS, EIGRP, e-mail, firewalls, Frame Relay, Gateway, Graphics, Group Wise, IP, IPX/SPX, LAN, Laptops, CC Mail, Lotus Notes 4.5, macros, Mainframe, meetings, Access, Access database, Microsoft Office, MS Office, Microsoft Office 95, Outlook, Microsoft Project, VISIO Pro, Windows 7, Microsoft Windows, Windows 2000, 2000, Windows 3.11, Windows 95, NT, NT 4.0, Netscape, Enterprise, network cards, Network, networking, Networks, Novel 3.12, Novell, NetWare 3.12, Operating Systems, Developer, OSPF, policies, Programmer, progress, protocols, RIP, Risk Analysis, router, routers, servers, Service Level Agreement, SMS, switches, switch, TCPIP, desktop support, technical assistance, phone, Tivoli, Troubleshoot, trouble shooting, Troubleshooting, UNIX, upgrades, upgrade, Microsoft Visual Basic 4.0, voice mail, VPN, WAN
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Resume Overview

Companies Worked For:

  • Adecco Technical / JP Morgan Chase
  • First Horizon Home Loans
  • Bank of America
  • Comsys Technical Services / Northup Grumman

School Attended

  • Richland College
  • EL Centro College

Job Titles Held:

  • Support Analyst
  • Technical Analyst II
  • Change Analyst II
  • Desktop Technician II

Degrees

  • Associates Degree
    Certificate Computer Programmer Business Software Developer
    Certificate: Cisco Certified Network Associate

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