Analyst Software
Resume:
Ian Davis Slater, MCP, CNA, A+
Birmingham, Alabama 35204
Email: ********@*******.***
Profile: Talented technical support analyst with 10 years of experience
in a multi-platform environment of Windows, Novell,
Macintosh servers/workstations, terminal servers and
proficient in the areas of LANs/WANs, TCP/IP, IPX/SPX, and
client mainframe systems.
Experience: IT Help Desk Analyst, Southern Company 5/2007 to present
Average of 30 calls a day with a 91% resolution rate. I
currently help with the support of 500 applications and
20,000 users of Southern Company. I work both 1st and 2nd
level support to help clients resolve their issue on the
first call. Daily activities include password resets,
network connectivity related issues, hardware and software
troubleshooting; remote access setups, antivirus
installations, training clients and network printer
installations
PC Support Analyst, Saks Incorporated 7/99 to 5/2007
Senior Analyst of Birmingham site for Saks Incorporated for
installation/configuration/troubleshooting in an
environment for over 700 users and resolves 98% of all
support tickets assigned to my queue a day, along with
daily tasks and projects. Daily activities include system
setups, user setups, network connectivity related issues;
network cabling, network, hardware and software
troubleshooting; remote access setups, user relocations,
antivirus installations, and network printer installations.
Key Contributions:
. Project leader for the Disaster recovery image for
Saks Incorporated
. Significantly reduced the need to outsource by
gaining knowledge of Macintosh workstations through
hands-on training, course material, literature and
magazines to become more technical in troubleshooting
in a MAC environment.
. Successfully reduced downtime for users with hard
drives crashes by using PC imaging software i.e.
Ghost and Deployment Center.
. Experienced with wireless 802.11g and 802.11b
technology.
. Lead responsibility of training users to utilize
laptops and remote access software used for offsite
travel to gain access to our company network.
. Specialist in resolving Microsoft Outlook and email
related issues.
. Experienced in working on a variety of PC systems
i.e. IBM, Dell, Compaq, HP.
Computer Expertise: Operating Systems:
Protocols/Networking:
Windows Vista/XP Professional Windows 98/95/3.11
TCP/IP MAC OSX/OS9 Novell
5.1/4.11 IPX/SPX
Windows NT 4.0 DOS AppleTalk
Software Packages:
Microsoft Office Suite Attachmate Enterprise Edition
Citrix CSS Secure IRAS
Internet Explorer
Symantec Endpoint Nortel Contivity VPN STARS
Syncpowr VMWare ARM II Mobile
Application
Education: Virginia College of Birmingham, Alabama
Specialized Associate Degree of Computer Networking
Technology Administration
Graduated With Honors, December 1999 - Ranked 3rd in Class
Specialized Associate of
Occupational Studies Degree in
Electronic/Computer Network Engineering Technology
Graduated With Honors, December 1998 - Ranked 1st in Class
Awards: Top Graduate in Electronic/Computer Networking Curriculum
Consecutive President's List Recipient. Semi Finalist for
the Presidential Award for Saks Incorporated.
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