Support System Analyst Resume

SUMMARY
Customer driven IT operations support specialist with 15+ years of experience in providing award winning IT support to hundreds of decentralized users in heterogeneous corporate networks. Have strong knowledge of installation, maintenance and support of array of computer systems including mobile devices and desktop virtualization. Well known throughout the company for having high level of competence, friendly service, and excellent follow through. Familiar with both platforms of Windows and Mac systems in performing setup and break fix functions. Have through knowledge of Office and other applications. Have strong interpersonal and customer service skills. Expertise in

iPhone, iPad
Android phones / tablets
BES server and blackberry
Windows mobile phones
Level 1- 3 support
Imaging process
Mac certified (ACMT)
Desktop virtualization
Remote desktop management
Outlook web access
Active directory
Secured 802.1x Wireless setup

TECHNICAL EXPERTISE
Operating Systems: Microsoft Windows XP/ Vista / W7, Apple Mac OS X (all systems)
Virtual Systems : Parallels; Windows Virtual PC, VmWare Fusion,
Software: Ghost Enterprise Server; Windows deployment server; Microsoft Office 97-2010; McAfee anti-virus; VPN (Cisco).Hardware: Desktops, laptops, printers, mobile devices, backup devices and Audio/Visual equipment.

PROFESSIONAL EXPERIENCE

Confidential, Palo Alto, CA 2002 – 2012
Support System Analyst
Provided technical support to 220 onsite and 20 off-site users using Windows, Mac and mobile devices.
Monitor issues submitted by phone, email, and web submission of trouble tickets and resolve in person or by remote connection . Responded to customer issues of Dell, Lenovo, Apple and Sony computers. Installed re-imaged, configured machines and solved level 1-3 issues.

The go-to guy for mobile device configuration for email access, secured 802.1x certificate based wireless network and VPN connections.
Manage, add, delete and modify users in Blackberry Enterprise Serve (BES) and performed enterprise activation on blackberry devices.
As a certified ACMT [SSP- Self Service Provider] break fixed all Mac laptop and desktops on site there by saving downtime to customers and money to company.
Performed computer upgrades, network installation and trouble shooting.
Constantly earned high ratings with customers in fixing issues and help get the user up and running quickly.
Performed configuration,installation and troubleshooting in wireless infrastructure.

Confidential, Santa Clara, CA 2001-2002
IT Windows Professional
At Confidential, Sunnyvale, CA

Maintained Windows NT4 application servers, Exchange 5.5 server and backup servers.
Performed file restoration from backup tapes as requested.
Attended to users desktop software and hardware issues.

At Confidential, San Jose, CA

Supported laptop and desktop computers connected to Novell network connectivity.
Setup network printing resource to users working in different buildings.

At Confidential, Santa Clara, CA

Provided support to 500 users in 4 buildings with HP desktop, laptop and network printers connected in Windows NT domain environment.
Resolved hardware, software and networking connectivity issues.
Migrated laptops and desktops to Windows 2000 from Windows 9x and NT4.

Confidential, San Jose, CA 2000 – 2001
NOC Engineer
Performed first level support in monitoring data center activities for web and application hosted by clients. Contact clients globally to inform of their hosted web or application downtime when it occurs per SLA terms.

Constantly monitor hosted web and applications activity using monitoring tools BMC patrol and HP Openview.
Inform clients by phone and email of downtime and co-ordinate with clients and account manager for suitable action.
Used Remedy ticketing system to co-ordinate different groups in escalation and resolving the issue.
Monitor tape backup and send it to offsite for storage and retrieval.
Worked in 12-Hr workday rotating shift 24x7 in data center operations environment.

EDUCATION
Bachelor of Science, Instrumentation Technology,
Diploma – PC Technician,
Certification – A+ , ACMT

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