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Support Analyst Resume Example

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SUPPORT ANALYST
Skills
  • Hardware Issues
  • Fiber Optic
  • Remote Hands
  • Linux
  • PDU.Data Entry
  • Technical Support
  • Setup
  • Patch Panels
  • Network Devices
  • EMC.DNS.Tcp/Ip.Routers.Fiber Optic
  • HTMl.CSS.
  • Microsoft azure fundamentals.
  • Microsoft windows Server 2016 & 2019
  • Azure Active Directory
Education and Training
Associate of Applied Science - Network And System Administration
North Seattle Community CollegeSeattle, WA
03/2013
Bachelor of Science - Business Administration And Management
University of BejaiaBejaia Algeria
Some College (No Degree) - Apple Certified Mac Technician
Licenses And Certifications
Summary

I am a learner at heart and my aptitude is at its prime. Technology is my passion and I love to learn new things. My goal is to work in a technology position and apply my passion for technology. I can learn anything technical given the resources and time.

Experience
Support AnalystMicrosoft | Seattle, WA01/2019 - Current
  • Gathered information from end-users to troubleshoot and diagnosed hardware and software issues.
  • Monitored server event logs to identify and resolve performance and security issues.
  • Identified and remedied root causes of system malfunctions.
  • Assisted users with day-to-day tasks, including downloading firmware updates and setting up antivirus software.
  • Backed up data to prepare for disaster recovery and allow for data restoration.
  • Collaborated with internal business partners to determine problem-solving strategies and maintain caller satisfaction.
  • Handled password resets, software updates and issues promptly, escalating critical problems to appropriate resources.
  • Responded to phone and email questions and concerns, resolving over [30] issues daily.
  • Documented internal processes and support procedures and compiled all information into manuals for use in new hire training.
  • Resolved technical issues identifying solutions and providing technical support by phone, email and desktop sharing.
  • Regularly maintained, updated and upgraded software and hardware to maximize uptime.
  • Set up, installed and configured servers and equipment and workstations.
  • Troubleshot and resolved problems with programs and systems.
  • - Deploying OS onto the systems.-Creating raid arrays-Configuring and maintaining our avocent KVMsystem.-Working with networking team to troubleshoot connectivity issues,and working with the customer to ensure their hardware is functioning properly and was repaired in a time manner.
  • -I have experience replacing motherboard and other hardware component, using a fluke device to monitor and troubleshoot network connectivity, and using the serviceNow ticketing system.
  • -I have experience Re imagine laptops and servers
Asset ManagementMicrosoft | Seattle, WA01/2019 - 03/2019

I performed lab walk through to ensure full functionality of devices on the data floor, alb audits to verify database accuracy and ensure proper customer billing, and inventory management to be stocked for deployments, organize and label parts for server diagnostics and repair, and disposal of decommissioned servers.

Hardware TechnicianRedapt Inc. | Seattle, WA12/2018 - 01/2019
  • Constructed, installed and tested customized configurations based on numerous platforms and operating systems.
  • I deployed servers by racking, cabling devices to networking gear ,managing cables in accordance with Microsoft standard,and labeling cables for future serviceability.
  • Rack, cable and inventory network and server equipment
  • Understand, learn and apply diagnostic methods to troubleshoot data center equipment
  • Troubleshoot and repair server and network hardware at the physical layer Repair servers.
  • (Replace hard drives; replace bad sticks of RAM, etc.)
  • Physically assist in moving and racking equipment as directed for special projects.
  • Processing RAMs to replace server or racked equipment components.
  • Perform equipment installs and moves (servers, network appliances, etc.)  Maintain asset inventory in an automated computer system.
  • Un-rack and decommission equipment as necessary.
  • Work with other groups to identify areas to enhance up-time and reduce time to resolve problems.
Help Desk SpecialistCyber Cafe | Akbou, Algeria05/2008 - 07/2009
  • Supported customers with password resets and account customization.
  • Upgrade the hardware and the software of the PC's such as Memory and Windows version.
  • Help customers access the internet and browse on web pages.
  • • Troubleshoot any Network connectivity while customers are working in the computer.
  • Help customers how to use Excel, Word and Power Point.
  • Install and Upgrade to new version of the driver's in the PC's.
  • Create a positive customer support and building a good relationship.
  • Ability to solve problems.
  • Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
  • Assisted in technical support process refinement to improve customer service and support.
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Resume Overview

Companies Worked For:

  • Microsoft
  • Redapt Inc.
  • Cyber Cafe

School Attended

  • North Seattle Community College
  • University of Bejaia
  • Licenses And Certifications

Job Titles Held:

  • Support Analyst
  • Asset Management
  • Hardware Technician
  • Help Desk Specialist

Degrees

  • Associate of Applied Science - Network And System Administration
    Bachelor of Science - Business Administration And Management
    Some College (No Degree) - Apple Certified Mac Technician

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