Tier 3 Technical Support Resume

SUMMARY:

Nine+ years of experience in Infrastructure Services, Incident Management and IT Support
Prolific research abilities and security minded, able to identify and apply pertinent information quickly.
Effective communicator for interpreting and translating at all levels of the business and IT organization.
Team oriented, strong willingness to help out, focused and efficient approach to responsibilities.
Ability to manage ambiguity and details, excellent analysis and problem - solving skills.
Active listener with solid rapport building skills, works well both independently and within a team.

TECHNICAL SKILLS:

Platforms: Cisco IOS, AD 2008/12r2, Windows 7/8/10, Windows Server 2008/12, Citrix, Wyse WDM, VMWare

Software/Services: Microsoft Office 2010/13/365, Exchange 2007/10/13, SharePoint 2007/10, SQL 2008/12

Hardware: Servers, Laptops, Desktops, Printers, Telephony, Mobile devices, WAP, Routers, Switches, 110 block

Tools: PowerShell, SolarWinds, PaloAlto, Sophos, VPN, EMC Avamar, Back-up Exec, Anti-Malware, Tenable

PROFESSIONAL EXPERIENCE:

Confidential, Greensboro, NC

Tier 3 Technical Support

Responsibilities:

Provisioning and porting for VOIP phone services and WAP.
Configure port filtering and forwarding for 3rd-party TCP hardware applications.
Troubleshoot MTA issues toward resolving voice quality and other line issues.
Configure AWP troubleshoot WAP connectivity for laptops, smartphones, and tablets.
Troubleshoot ISP client connectivity and email issues.
Consistently meets or exceeds KPI, routinely a top-3/30 percent performer of 195.

Confidential, Winston-Salem, NC

Associate Network Engineer

Responsibilities:

Project planning and implementation for hardware and software deliverables.
Systems Administrator for Active Directory, Citrix, VMWare, SQL, SolarWinds, SEP, Office 365 and PaloAlto.
Upgrade of SolarWinds modules inclusive of Debian Virtual Appliances.
Hubble for JD Edwards implementation for Citrix/Power7
PaloAlto GlobalProtect VPN client upgrade, maintain firewall exceptions, and SolarWinds monitoring.
Planning and implementation for WYSE WDM, KMS servers and client services.
Utilize Tenable appliance to assess and remediate potential infrastructure security threats.

Confidential, Winston-Salem, NC

Systems Administrator I

Responsibilities:

Systems Administrator for Active Directory, Exchange, SharePoint, Sophos, Print and Messaging Services.
Point of escalation for IT Support Operators providing Tier II and Tier III resolution within scope of guidelines.
Supported Network Engineer with T-1, router, WAP, switch, telephony configuration and troubleshooting.
Project lead for Active Directory upgrade and Domain Controller refresh.
Group policy changes for desktops, MS Office applications, Internet Explorer and SharePoint services.
Improved problem resolution through documentation and training for technical support team and users.
MX Record maintenance, transport rules, Sophos Email Appliance, and archiving for Exchange.

Confidential, Winston-Salem, NC

Technical Support Analyst and IT IS DM Team Lead

Responsibilities:

Infrastructure, desktop and business applications support for 170 users at BB&T’s Sheffield Financial facility.
Exchange mailbox migration to offsite datacenter and administrator for local Messaging Services.
Advised the Line of Business on Information Security issues and facilitated a quarterly audit process.
SQL and Citrix administration for Goldpoint Systems hosted applications and AD OU.
ITIL Change Initiator engaged with Goldpoint Systems vendor toward monthly/quarterly updates and releases.
Evaluated metrics, identified solutions that reduced technical support request by 40 percent.
Incident Manager and onsite technical resource for Help Desk, Desktop, Network, Server, and Cisco VOIP.

Confidential, Greensboro, NC

IT Support Specialist and Help Desk Analyst

Responsibilities:

System administration and comprehensive support of servers, desktops, laptops, printers, telephony and network.
Traveled, coordinated and implemented computing infrastructure at doctor’s offices for the Mid-Atlantic region.
Provisioning and deactivation of AD, Exchange, Laboratory Information System, and Key fob accounts.
Administrator for WSUS, VPN, anti-malware, SharePoint, Exchange, Citrix, SQL Server, Sonic Wall, Altiris.
Lifepoint Infomatics implementation specialist for parent company’s SE Region.
Mapped and maintained HL7 interfaces for translation between laboratory, client, and vendor software.