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Technical Support Analyst Resume Example

Resume Score: 90%

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TECHNICAL SUPPORT ANALYST
Profile

Analytical IT professional adept at resolving complex issues. Critical thinker who addresses a variety of issues quickly and who consistently exceeds performance standards.

Core Qualifications
  • Ability to work as part of a team, and be a significant contributor
  • Ability to develop creative solutions to complex problems
  • Strong troubleshooting and root cause analysis skills proven across a broad range of technologies
  • Strong presentation and communication skills
  • Ability to understand the business needs of an organization
  • Ability to adapt to an ever-changing, agile workplace, and thrive in it
  • Strong enterprise-wide systems focus
  • Operating system expertise: Windows NT 4.0, 2000, XP, Vista, 7, 2003, 2008, 2012
  • Install and configure Active Directory, DNS, and DHCP in Windows 2000, 2003, 2008 and 2012 Server
  • Install & configure hardware (including RAM, hard drives, network cards, video cards, sound cards)
  • Knowledge of networking components, standards, protocols, topologies, and access methods
  • Some knowledge in web site design and creation
  • Microsoft Office, pcAnywhere, Timbuktu Pro, VNC, DameWare, Internet Explorer, ServiceCenter, BMC Remedy, BMC Service Desk Express, Symantec Backup Exec, Symantec Ghost, Microsoft Exchange, Dell OpenManage, HP Insight, IBM RSA, Windows Server Update Services, VMWare, Track-It! Professional 6.5, SCOM 2007, SCCM 2007, SQL 2005, Websense Enterprise Manager 6.3, StillSecure SafeAccess, CyberGatekeeper, Symantec Endpoint Protection, Whale VPN
  • CERTIFICATIONS: MCSE NT 4.0, MCSE 2000, MCP+I, MCP 2000, MCP
Technical Skills
SkillsExperienceTotal YearsLast Used
Active DirectoryAdvanced142014
Professional Experience
Technical Support Analyst08/2013 to 09/2014COMPUTER AID, INCAllentown, PA

Serve as Level 3 support for automation and deployment technical issues at a Fortune 500 company with 20,000+ employees around the world

  • Provide SCCM Infrastructure support
  • Create, change, remove, re-configure SCCM subnet boundaries
  • Build SCCM Distribution Point servers, when needed
  • Provide 3rd level support for client software delivery issues
  • Analyze CCM logs for, but not limited to, missing content source, missing software updates and lack of distribution points
  • Troubleshoot missing applications from the App Catalog
  • Provide PC Build support
  • Field tickets from the build techs who have trouble building PC's
  • Analyze logs, verify NAC, validate data in Remedy deployment tool records, clean out SCCM of any duplicate records/data
  • Remediate network saturation issues caused by SCCM content distribution
  • Fulfill requests for SCCM reports or customization of those reports
  • Carry out tasks/small projects requested by Automation, Deployment, or SCCM Infrastructure Engineering Teams
  • Assist engineering teams in testing solutions
  • Deploy monthly security patching and monitor compliance
  • Analyze logs for failed deployments, content distribution statuses, failed software and security updates.
Level 2 Help Desk03/2011 to 08/2013COMPUTER AID, INCAllentown, PA

Perform advanced troubleshooting tasks for end users at a Fortune 500 company with 20,000+ employees around the world

  • Provide worldwide level 2/3 support for end-user computing issues including knowledgebase documentation, direct end-user support and communications for incidents and problems pertaining (but not limited) to:
  • Operating systems Windows XP and Windows 7 Hosted Desktop, VDI (Citrix)
  • Printing
  • Virus, spyware, malware, firewall
  • Security (limited)
  • Software distribution - SCCM
  • Connectivity (network, vpn, remote connectivity, wireless, etc.) Junos Pulse, Whale VPN, Network Connect
  • Messaging and Groupware, including faxing, Office Communicator, Live Meeting, web-based email, cloud-based email, standard email, calendaring, and smart phone support.
  • PC hardware (limited)
  • Limited applications, including MS Office Suite, hosted (Citrix) and virtualized applications.
  • Virtual sessions (Citrix, persistent and non-persistent virtual desktop, including vdi and hosted desktop as well as virtualized applications)
  • Provide assistance with and testing and documentation for level 2 and 3 engineering and technical support teams including security, risk, desktop engineering, printing, remote connectivity, software distribution engineering, messaging and groupware engineering, and various desktop offerings.
  • Provide data retention for employee departures - copies of "My Documents," work-related files, e-mail, calendar, and personal mail files captured and given to manager, as approved by Security.
  • Provide executive-level support and/or consultation where needed, including off-site setup and monitoring where necessary.
Network Administrator05/2006 to 03/2011OLYMPUS CORPORATION OF THE AMERICASCenter Valley, PA
  • Perform network administration tasks on over 500 Windows 2003 and Windows 2000 servers at over 25 locations nation-wide
  • Administer all aspects of Active Directory to include "Users and Computers", "Sites and Services", "Domains and Trusts", DNS and group policy.
  • Work with other team members in cleaning up and re-organizing Active Directory, to include Organizational Units and group policies, as the previous structure was developed in afashion more similar to a Novell environment.
  • Install and test VMWare in anticipation of a major server consolidation project
  • Primary Network Admin supporting WSUS, which is used in the Windows Updates patch process of all servers.
  • Configure and monitor Symantec Endpoint Protection servers and clients
  • Install, configure and administer SafeAccess, a Network Access Control (NAC) product
  • Install, configure and administer Websense, the corporate web content filtering solution.
  • Assist in developing and implementing disaster recovery process for the enterprise
  • Integral in setting up computer lab for hardware and software testing
  • Migrate users and computers of a recently acquired company from an NT 4.0 domain into the Olympus Windows 2003 domain.
  • Assist team members in major tech refresh project in which half of the corporate servers will be upgraded to new hardware
  • Recommend and test software to enable smooth administration of the corporate IT environment
  • Build servers, destined to be used in the new Olympus SAP implementation, using the SAP IQ process
  • Managed a major file server consolidation project. This included setting up a two-node Windows Server 2008 file server cluster. We consolidated five servers, with approximately 10TB of data, into this new cluster.
Network Administrator09/2004 to 05/2006C&D TECHNOLOGIESBlue Bell, PA
  • Primary Network Administrator supporting 35+ Windows servers and 1100+ desktops at over 10 worldwide locations.
  • Recommend and implement measures to secure corporate IT environment
  • Administer two-node Exchange 2003 cluster with over 1100 mail boxes
  • Manage 2003 Active Directory environment to include DNS, user and group management and creating Group Policies
  • Set up a Windows Server Update Services (WSUS) server to manage corporate server and workstation patching
  • Installed and configured Websense Enterprise Manager, an Internet monitoring/filtering application
  • Maintain corporate antivirus environment using Symantec Antivirus Corporate Edition, version 10
  • Responsible for backing up over 1TB of corporate data using Veritas Backup Exec, version 10
  • Tasked with upgrading company's payroll software package (ADP) from version 3 to version 5. This included setting up a Terminal Server for approximately 25 users to connect to the back-end ADP database.
  • Do research and make recommendations on purchasing software and hardware. Also, order said software and hardware upon approval by the appropriate personnel.
  • Assisted in setting up the company's first-ever IT test lab
  • Instrumental in purchasing a new Help Desk tracking application called Track-It! and customizing it to corporate needs
  • In addition to Network Admin duties, monitor Help Desk queue and assist customers with day-to-day issues.
Network Administrator05/2001 to 09/2004PRODUCTIVITY POINT INTERNATIONALAllentown, PA
  • Perform local area network administration tasks on more than 600 Windows NT 4.0, Windows 2000 and Windows 2003 servers for a Fortune 500 company.
  • Assist in major migration, to include application testing, to Windows 2000/2003 of more than 200 servers.
  • Administer virus protection using Symantec Antivirus Corporate Edition 8.11 (and later) for all corporate servers and workstations.
  • Research, test and deploy the latest Microsoft patches to all servers. Also, develop back-out plans (which could include removing the patch and restoring the server to its previous configuration) should a patch adversely affect a server.
  • Ensure that all policies related to the Sarbanes-Oxley Act (SOX) are strictly adhered to. This includes following the corporate change management process to the letter.
  • Image, using Symantec Ghost, and configure new servers with corporate standard Windows NT 4.0, Windows 2000, and Windows 2003 images.
  • Perform backup/restore operations on all servers using Tivoli Storage Manager (v5.2.0.1) and Veritas Backup Exec (v9.1).
  • Monitor System and Application event logs to troubleshoot existing and potential problems on all corporate Windows-based servers. Also, monitor Security event logs to identify potential unauthorized access to servers.
  • Train/Mentor new and less experienced team members.
  • Troubleshoot issues submitted via Service Center problem tickets created by customers who own applications on servers.
  • Create and manage more than 6,000 user and 1,200 group accounts.
Education
Technical School Diploma: Network Engineering Technology and Administration1999Computer Learning CenterPlymouth Meeting, PA, USAGPA: Summa cum laude
Skills
Active Directory, ADP, agile, Antivirus, Automation, Backup Exec, backup, Catalog, change management, Citrix, communication skills, hardware, consultation, content, client, clients, database, delivery, Dell, desktops, DHCP, disaster recovery, DNS, documentation, e-mail, email, fashion, faxing, firewall, focus, Ghost, hard drives, phone support, Help Desk, HP, IBM, Image, Internet Explorer, IQ, local area network, MCP+I, Mentor, Messaging, Access, MCP, MCSE, MCSE 2000, Exchange, Microsoft Exchange, mail, Microsoft Office, MS Office Suite, Office, Windows 7, Windows, Windows 2000, 2000, Windows NT 4.0, NT 4.0, Windows XP, migration, Communicator, Enterprise, Network Admin, Network Administrator, network administration, network cards, Network Engineering, Network, networking, Novell, Operating systems, Operating system, organizing, Organizational, payroll, PC's, pcAnywhere, PC hardware, personnel, Policies, protocols, purchasing, Express, RAM, Research, SAP, Sarbanes-Oxley, server consolidation, servers, software testing, sound cards, SQL, Symantec, technical support, user support, Terminal Server, Tivoli, Track-It, Troubleshoot, troubleshooting, upgrading, Veritas Backup, video cards, Vista, VPN, web content, web site design and creation
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Resume Overview

Companies Worked For:

  • COMPUTER AID, INC
  • OLYMPUS CORPORATION OF THE AMERICAS
  • C&D TECHNOLOGIES
  • PRODUCTIVITY POINT INTERNATIONAL

School Attended

  • Computer Learning Center

Job Titles Held:

  • Technical Support Analyst
  • Level 2 Help Desk
  • Network Administrator

Degrees

  • Technical School Diploma : Network Engineering Technology and Administration 1999

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