Customer Information Technology
Resume:
Itseore Aleogena
Apt S***
Lindenwold, NJ 08021
********@*****.***
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.
Contact this candidate