Senior End User /Technical Support Analyst Resume

SUMMARY:

Versatile IT professional with 12+ years of success installing, imaging, configuring, and troubleshooting Windows applications, providing rapid and client - focused technical support in corporate environments. Expertise in cybersecurity, threat management, security incident response, vulnerability assessment, and cloud computing, shadowing cyber security teams and quickly mastering new technologies. Strong knowledge of network protocol and analysis. Equally capable of collaborating effectively with high-performing project teams or working independently to enhance performance, boost competitive advantage, and increase bottom-line gains. Currently pursuing industry-standard cyber security certifications.

TECHNICAL PROFICIENCIES:

Systems & Servers: Windows XP, Vista, Windows7, Windows 8.1, Windows 10, Citrix, Windows Servers, VMware

Software & Tools: Active Directory, Cisco Call Manager, Cisco Unity (voicemail), Vaas, MS Exchange, SMTP, POP, IMAP, IIS, DNS, DHCP, SAP, AutoCAD, ArcGIS, Legend, Cisco Technologies, Remedy, Fortinet, Snow, Crowd strike. MITRE ATT&CK, NIST.

PROFESSIONAL EXPERIENCE:

Confidential

Senior End User /Technical Support Analyst

Responsibilities:

Provide day-to-day technical support to employees, managing enterprise directory services and supporting server infrastructure.
Install, configure, and troubleshoot Citrix applications, maintaining and upgrading existing systems and software / hardware interfaces.
Successfully complete migrations, Windows 10 deployment, and user enrollment (UEM), hardening endpoint devices.
Build cyber security skills by shadowing cyber security team.
Conducted mutually beneficial vendor negotiations, saving costs on data and voice services while improving quality and efficiency.
Performed preventive maintenance and endpoint hardening to ensure effective operations.

Confidential

End-user Support Analyst

Responsibilities:

Troubleshot server infrastructure and applications issues, managing enterprise directory services and providing technical support.
Developed business plans, meeting with clients to articulate and set project goals, evaluating existing and proposed systems.
Researched, planned, installed, configured, and maintained hardware and software interfaces with operating system.
Managed project deployment lifecycle, defining requirements, researching solutions, and designing and testing systems.
Evaluated customer/product requirements to develop total systems solutions within project timelines.
Modified IT infrastructure to enable users to work remotely during Covid-19 lockdown.

Confidential

Advanced End User Support Technician

Responsibilities:

Supported extensive (3500+) user base network in corporate office, Installs configure, maintains, and repairs end user devices.
Planned, implemented, and installed systems hardware and software applications and maintained VMware IT infrastructure, performing functional and cost-benefit analysis to determine resource allocation.
Supported end-users, resolving system issues and troubleshooting programming problems and malfunctions.

Confidential

Senior Technical Analyst

Responsibilities:

Ledservice deployment and rollout projects for major upgrades in operating systems, security software, enterprise applications, and hardware.
Developed and documented Windows 7 deployment scenarios.
Installed and troubleshot pin pad, card reader, passbook printer, and other peripherals.

Confidential

Technical Analyst

Responsibilities:

Supervised cross-functional team in global installation of applications according to all work orders and project requirements, using SCCM for software and package delivery to client machines during and after migration process.

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship