Technical Support Analyst Resume Example

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.

• 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.

• 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.

• 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.