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Support Analyst Resume

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Orlando, FL

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PROFESSIONAL EXPERIENCE:

Confidential, Orlando, FL

Support Analyst

Responsibilities:

  • Initial POS/application implementation set - up, pre-installation support and configuration of application settings
  • Full lifecycle and regression testing
  • Analyze incidents and problems, identify faults in hardware, software and/or systems, and restore to normal services to ensure minimum disruption to the business
  • Phone support for emergency assistance and escalation where required
  • Ensure documentation such as as-built documents and software user manuals exist and remain up-to-date and readily accessible by relevant personnel
  • Configuring client workflows to assist with usability of applications in a given environment
  • Troubleshooting Windows mobile hand held devices
  • Network trouble shooting
  • Active directory user account management
  • Office Suite, Outlook and Webmail support
  • Provide support to end-users, troubleshooting issues related to personal computers and applications

Environment: Windows 7 Enterprise, XP, Windows Mobile, Cisco, Citrix, Android, MAC, Windows Server, Lync, SQL Server 2005, Microsoft SCCM and Great Plains

Confidential, Orlando, FL

Field Network Tech/ Contractor

Responsibilities:

  • POS implementation set - up, installation support and configuration of application settings
  • Installation of switches, routers POS specific hardware
  • Hardware installs of Tiger Fuel Controllers, Kiosk printers, desktop printers and Servers
  • Troubleshooting LAN, Network cabling and testing, Ethernet Jack and RJ-45 connector replacement
  • Documentation of issues and resolutions

Environment: Windows POSReady 2009, Windows Server and Cisco IOS

Confidential, San Marcos, TX

Technical Support

Responsibilities:

  • Provide computer support for hardware and software by telephone, e - mail, chat and remote utilities for resolution of customer issues
  • Analyze computer software and system configurations to identify customer-reported issues and recommend corrective actions
  • Trouble-shooting LAN networks for small businesses
  • Desktop support email client set-up, security software, and browser issues
  • Install Cisco VPN s and softphone install
  • Trouble-shoot failed BRAS connections and running RADIUS test

Environment: Windows 7, Vista, XP and Windows Servers

Confidential, Roswell, GA

System Field Technician

Responsibilities:

  • Traveled nationwide to complete banking center optimization project
  • Executed projects including scheduling of installation teams
  • Composed Network design and printers deployment at various sites
  • Windows 2003 Active Directory and related technologies (DHCP, DNS, WINS)
  • Worked with users on new device requirements and resolved user issues
  • Complete hardware installs of servers, workstations and networked printers
  • Ran scripts on new workstation installs to verify that programs were functioning properly
  • Installed Cisco switches and configure network, created VLANS and setup Access Control List (ACL)

Environment: VMware ESX 3.5/VirtualCenter 2.5, RedHat Enterprise Linux 4/5, Exchange 2007 Server

Confidential, Orlando, FL

Information Analyst/ Volunteer

Responsibilities:

  • Working Environment Microsoft 2007 SharePoint running on 2003 server and XP
  • Configuration, support and user for SharePoint
  • BMC Remedy utilized for problem management

Confidential, Orlando, FL

Operations Specialist

Responsibilities:

  • Utilized batch tracking software to troubleshoot video, jet printers, and the communication between the scales also barcode scanners
  • Verified documentation on orders to ensure the highest level of accuracy
  • Recommended that new employees undergo on desktop software applications
  • Earned a reputation for quickly responding to trouble tickets, prioritizing user requests and resolving complex issues.
  • Successfully resolved hundreds of issues monthly without requiring escalation to a higher tier
  • Set up workstations and laptops for new employees by configuring systems, ensuring network connectivity, installed/tested hardware and software
  • Created a systematic method that improved trouble ticket processing time from one week to within several hours

Environment: Windows 2003 server, Microsoft Clustering, and Windows XP

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