Sr Technical Support Analyst Resume Profile

SUMMARY

Accomplished Information Technology Help Desk Professional offering 20 years efficient, empathetic, analytical problem solving expertise with 10 years Novell Network Administration for organizations in the Retail, Oil, Brokerage, Healthcare and Manufacturing fields. Outstanding communicator able to resolve complex technical issues with non-technical personnel. High energy, results driven, positive individual with excellent technical skills and the ability to learn quickly.

TECHNICAL SKILLS

Software:

Novell, Console One, Novell Zen Works, GroupWise, Outlook, Citrix Remote Control, Active Directory, Microsoft Office Suite Excel, Word, PowerPoint. Access, Windows 7, Windows XP, Windows 2000, Win NT, Win 95, SAP Aplicor HP Service Center, Peregrine, Remedy, Attachmate Extra, VTAM 3270, TSO, Mainframe, Ispf, VPS, PRISM/Lawson, CIS, AS400, IDX/Rad, IDX/Bar, Allscripts, Muse, SMS, CICS, Acf2, Racf, ACD, Symon, UNIX RISC 6000 Bomgar Gotomypc Anatomage iCAT Vision

Hardware

Supported:

Lexmark, Hp LaserJet and DeskJet printers, Hp 7000 all-in-one multifunction printer, Xerox 3700, Epson, M200 Data Products, IBM 5868 Racal Vadic , GDC, Gandolf, Hayes and US Robotics modems, IBM 42xx, 3800, IBM 3174 Control Unit, TCP/IP, IPS SPX, LAN/Wan architecture, IBM LAN/Token Ring and Ethernet connections, IBM 3725 3745 communication controllers, IBM PS/2, AST Bravo, Gateway, Compaq, Dell, PC Duplicating Unit, AT T and Bell Data phone

PROFESSIONAL EXPERIENCE

Confidential

Sr Technical Support Analyst

Provided software and hardware support for hundreds of Domestic and International users of this leading edge 3D Dental Imaging Organization. Authored and centralized documentation for daily troubleshooting processes which was then ISO'd to become a company standard practice. Participated in company organized Kaizens to help eliminate redundancy in work processes.

Confidential

Lead Network Analyst

Trained, supervised, managed and coordinated day-to-day tasks for staff of 12 Helpdesk analysts supporting 7000 users. Produced weekly and monthly statistical reports for Senior Management.
Authored Training Manuals for most frequently asked questions used by IT operations personnel filling in for Helpdesk staff from midnight to 6:00am.
Created how to Manual for use with new version of HP Service Center 7.0.
Resolved up to 65 calls per day from end users.
Winner of 2006 Albert Award for Outstanding Service and Support .

OTHER PROFESSIONAL EXPERIENCE

Confidential

Functioned as back up to Change Manager and facilitated all changes to the network utilizing Information Technology International Library ITIL best practices. Facilitated Change Advisory Board meetings. Reviewed, filtered and accepted changes on behalf of the Change Manager. Prepared documentation provided administrative support and trained new users. Knowledgeable on the inner workings of Change Management with the ability to answer the how to questions from submitting to closing a change.

Network Analyst

Provided first level PC hardware and software support for 7000 users. Setup secure file access within Novell Directory Services NDS . Created Novell, GroupWise and Active Directory accounts within the NDS. Documented steps for account creation, initiated standardization of password resets. Created Novell Distributed Print Services NDPS reports and perform file restores. Created and administered Peregrine accounts. Supported security access to over 20 applications. Developed processes for opening and closing the daily operations of the Helpdesk.

Computer Operator

Responsible for online job scheduling and coordinated with application support to resolve problems.
Authored Turnover Log, a new process that communicated outstanding issues from shift to shift insuring continuity of workflow and concise reporting.

Confidential

I/S Service Center Technical Analyst

Supported 8000 users for market data vendors, IBM mainframe applications, PC hardware and software problems for this international brokerage firm. Lead Analyst resolving issues for our International Department. Access Control Facility ACF2 administrator, tracked problems for worldwide users. Responsible for coordination, production and disbursement of the company's global phone directory.

Confidential

Help Desk Analyst

Confidential

Network Analyst

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