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system support analyst ii remote support resume example with 4+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary

Hard working and motivated system support professional with a proven record of generating and building relationships, managing projects from concept to completion, designing infrastructural strategies, and coaching individuals/colleague to success. Skilled in building IT hardware and software infrastructure, demonstrating exceptional communication skills, and making critical decisions during challenges with my excellent problem solving skills. Adaptable and transformational team player with an ability to work independently, creating effective presentations, and developing opportunities that further establish organizational goals.

Technical Skills
  • Computers and Network Devices
  • Active Directory
  • Group Policy Management
  • Installation and configuring software applications in all Client Windows O.S.
  • Windows Servers
  • Power Shell and Command Prompt
  • Linux / IGEL OS
  • Service Now
  • Knowledge in network cabling ( Cat5e,Cat6, Fiber Optic ),
  • Printers, Scanners and all Network related devices
  • Well understanding of Ip protocols, TCP-IP/ OSI models
  • Hardware upgrades
  • Hardware configuration
  • Management of Project Work
Experience
11/2020 to Current
System Support Analyst II - Remote Support Mohela Columbia, MO,
  • Install, troubleshoot and diagnose software/hardware issues with Windows desktops and
    laptops, iOS tablets and smartphones, printers, various medical devices and networking
    equipment.
  • Responsible for multiple centers in South Central America region, and ensuring the computers, printers and
    peripheral hardware are maintained in a healthy state.
  • Analyze root causes, identify known issues and coordinating actions to fix the error.
  • Manages the integration of startup and relocated facilities to the corporate network
    infrastructure.
  • Participate and recommend independently or with a team performing equipment upgrades or
    decommissioning and recycling of obsolete devices.
  • Respond to help desk referred trouble tickets; provide for or assist in providing end users
    support for network software, operating system, hardware and peripheral equipment, and
    troubleshoot as necessary.
  • Ensure that all IS problems are resolved in a timely and efficient
    manner.
  • Define, analyze and escalate all “out of scope” issues to proper IS departments or vendors in a
    timely manner following company procedures.
  • Complete any activities, tasks, and/or projects
    as assigned.
  • Monitor and report on any security violations related to the unwarranted access to corporate
    data.
  • Regular Nationwide Travel
  • Work with corporate IS teams and coordinate vendors for Acquisition, Relocation and Renovation Projects
05/2019 to 11/2020
System Support Analyst I - End User Devices Concentra City, STATE,
  • Design and manage the rollout of critical client end-point supporting technologies to support the company's end users and services
  • Configure, administer, maintain, monitor, debug and tune desktop infrastructure systems to optimize systems performance.
  • Provide technical expertise to Desktop Support, Network, and Security departments to support the development of new product strategies and enhance existing client end-point supporting technologies.
  • Ensure that desktop infrastructure operational processes are fully documented and performed as required for internal service level agreements.
  • Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary to right team if ticket is out of scope
  • Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current
  • Replace equipment that has reached the end of its warranty or lifecycle (E.G Windows 7 machines)
  • Interact with software vendors
10/2018 to 05/2019
System Support Specialist I Concentra City, STATE,
  • Installation of computers and devices at newly acquired locations
  • Image Laptops and Desktops for stocks / pre deployment
  • Configure, install, Desktops and Laptops for new users
  • Inventory of old computers and printer hardwares
  • Assignment of assets
07/2017 to 10/2018
System Support Technician KKBL City, STATE,

Upgrading data network equipment

Worked Independently at client locations

Worked with real time technical support over the phone for technical issues

Worked in different client location

Makes sure all devices are online and client is ready for next day business

Traveled to different location for each day work

Education and Training
Expected in 2005 to to
High School Diploma:
School OF Science - ,
GPA:
Expected in 2011 to to
Associate of Science: Computer Networking
NIIT - ,
GPA:
Expected in 05/2014 to to
Bachelor of Science: Computer Science
University of Ibadan - Ibadan, Nigeria,
GPA:
Additional Information

References are available on request

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Resume Overview

School Attended

  • School OF Science
  • NIIT
  • University of Ibadan

Job Titles Held:

  • System Support Analyst II - Remote Support
  • System Support Analyst I - End User Devices
  • System Support Specialist I
  • System Support Technician

Degrees

  • High School Diploma
  • Associate of Science
  • Bachelor of Science

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