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Customer Information Technology

Location:
United States
Salary:
60,000
Posted:
May 03, 2015

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Resume:

Itseore Aleogena

**** ****** **

Apt S***

Lindenwold, NJ 08021

856-***-****

acph0l@r.postjobfree.com

OBJECTIVE

To further support an organization’s Information Technology efforts through a Junior Network

Administrator, System Administrator or Tier II+ Support role.

CERTIFICATIONS

CompTia A+

CCNA Routing and Switching

CCNA Voice

SKILLS

Software & System Familiarization:

• Windows XP through Windows 7 implementation and troubleshooting

• Basic Mac OS troubleshooting

• VMWare ESXi/VCenter Basic Admin

• Windows Server 2003/2008/2012

• Microsoft Office Suite 2003 – 2013 (Outlook, Access, Word, PowerPoint, Excel)

• Microsoft Lync/Communicator

• Symantec Backup Exec

• SAN Storage

• NAS Storage

• Cisco Call Manager Administration

• Nagios Monitoring

• N-Nable/N-Central Monitoring

• Microsoft Exchange (2010 – 2013)

• Active Directory (User/Group Management)

• ActiveSync

Hardware Experience:

• Desktop/Laptop Troubleshooting

• Desktop Printer Installation/Troubleshooting

• Network Printer Troubleshooting

• Desktop PC Part Replacement and Installation

• Desktop PC Deployment

Networking:

CCNA Level Cisco Router/Switch Setup and Administration

EDUCATION

Kaplan University:

Associate of Applied Sciences in Information Technology / Emphasis in Programming

August 2010, GPA: 3.70/4.00

Will be continuing my BA in Information Systems/Networking in the Fall of 2014

RELEVANT WORK EXPERIENCE

Ancero Mount Laurel, New Jersey January 2014 – Present

Title: Inside Support Engineer at the NOC

Tasks/Duties:

o Troubleshoot backup issues on various customer platforms such as BackupExec, Dell Netvault or

Dell Appassure and Datto Appliance

o Monitor all customer devices such as networking devices, servers, and storage via N-Able

o Identify and triage non resolvable Network connectivity issues such as complex Network or

system issues issues

o Open trouble tickets with ISPs on WAN Circuit related issues

o Modify Settings in the Coredial and Limbox VOIP portals

o Coordinate with customer in-house IT groups to remediate infrastructure outages and issues

Arraya Solutions Plymouth Meeting, Pennsylvania March 2014 – January 2015

Title: Help Desk Support Specialist

Tasks/Duties:Troubleshoot and diagnose Windows Server instability issues for managed customers

through event log analysis).

o Troubleshoot and triage WAN connectivity and Switching issues.

o Perform basic administration on VMware VCenter

o Set up and modify users on Cisco Callmanager

o Utilize monitoring systems to detect issues with infrastructure (Servers and LAN equipment)

o Add hosts to monitoring systems during onboarding process for new managed customers.

o Install Nagios monitoring client on Customer Servers.

o Coordinate with customer in-house IT groups to remediate infrastructure outages and issues

o Create new Active Directory Accounts

o Microsoft Exchange Administration (Create Mailboxes, Distribution Groups, Shared resources)

o Laptop re-imaging and repurposing (via PXE boot or install media)

o Support internal staff with general os and application issues. (Office, Webex etc.)

o Field support calls for some of our managed customers utilizing our ticket tracking system

o Participated in a user focused virtual desktop migration from Citrix XenDesktop to VMware

Horizon View

Janney Montgomery Scott Philadelphia, Pennsylvania

Title: Service Desk Analyst May 2012 – March 2014

Tasks/Duties:

o Respond to 30-40 phone calls a day from 1,800+ Capital Markets, Private Client Group and

corporate Operations employees.

o Remote into employee computers to troubleshoot and resolve issues in a short amount of time.

This includes logging all calls in our ticketing system.

o Troubleshoot Windows OS, hardware, Network Connectivity, and Cisco IP phone issues. Assist

in diagnosing and escalating issues not 1st level resolvable.

o Apply known fixes and research newly known issues.

o Escalate, track and follow up on tickets dispatched to other IT groups (Desktop Engineering,

Application Development, Communications, and Network Engineering).

o Respond to a high volume of emails for a 2 hour-a-day time period while simultaneously taking

calls.

o Perform application and guided technology installs where needed.

o Support mobile phone applications such as ActiveSync (iPhone and Touchdown for Android)

o Train new associates on company SOP, proprietary applications and systems.

o Continuously develop and document new processes and troubleshooting steps.

o Continuously train and develop newer associates on troubleshooting / personal developmental

feedback as senior member of the Service Desk.

o Communicate exceptionally (written and verbally) to the company’s associates and clients about

technical issues. Communication includes sending out IT alerts and updates regarding Severity 1

incidents under close advisement of the CIO and CTO.

Geek Squad Mount Laurel, New Jersey

Title: Lead Repairs Technician July 2009 – May 2012

Tasks/Duties:

Heavily interacted with in-store customers to solve their computer problems. This included

o

diagnosing hardware/software issues on the spot and offering services/solutions to fit their needs.

Intuitively removed virus infections manually as well as with custom company tools.

o

Solved major Windows and Mac OS operating system issues.

o

Diagnosed and solved PC Desktop/Laptop hardware issues.

o

Completed Computer Hardware installations in-store. Including but not limited to Motherboards,

o

CPUs, Video Cards and peripherals.

Salary Requirements: $60,000 - $65,000 annually.



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