Technical Support Management
Resume:
John Smith
* ***** ** ***** *****, NJ ***** 732-***-****
***********@*****.*** https://www.linkedin.com/pub/john-smith/15/565/aa8
https://www.linkedin.com/pub/john-smith/15/565/aa8
https://www.linkedin.com/pub/john-smith/15/565/aa8
https://www.linkedin.com/pub/john-smith/15/565/aa8
IT PROFESSIONAL
Dedicated professional who provides strategic and tactical technical support, leadership, and coordination. Solid experience supporting software/hardware systems and performing equipment upgrades under adverse conditions. Proven ability to successfully analyze an organization’s critical support requirements, identify deficiencies and opportunities, and develop solutions for increasing reliability and improving productivity. Excels in effectively collaborating with cross-functional teams and deadline-driven environments.
●Project Management
●Technical Support
●Organization
●Application Management
●Communication
●Troubleshooting
●IT infrastructure
●Workstation Setup
●Problem Analysis & Resolution
IT EDUCATION
THE CHUBB INSTITUTE, North Brunswick, NJ
CITTONE INSTITUTE, Edison, NJ
Network Administration
Computer Programming
IT CERTIFICATIONS
MCSD Certified
PROFESSIONAL EXPERIENCE
MITSUI SUMITOMO, Warren, NJ, 2004-2015
IT Operations Specialist, (2008-2015)
Formulated environments which required collaboration with teams of developers, infrastructure, DBAs, external vendors and business users to ensure the application met requirements. Assisted developers in creating proper codemove documentation to follow the change management process and flow smoothly through DEV, user acceptance test (UAT) and production. Collaborated with internal IT teams to troubleshoot root cause and resolve issues. Coordinated UAT changes, configurations and releases. Maintained the production environment, including patches, application fixpacks and updates.
Key Accomplishments:
●Performed UAT environment tasks in several application migrations, including migration to virtual server instances, front & back end migrations for application or OS upgrades
●Streamlined all automated UAT Windows & AS/400 processing tasks via BMC Control M Scheduler.
●Monitored 400+ automated processes daily, created incident tickets for failures & performed problem determination and resolution.
●Upgraded all production change management, including codemoves and migrations.
●Administered change management tool (Serena Dimensions, TeamTrack & MashUps), defining and writing new requirements, management of release schedules and enforcing release policy for all UAT changes.
.Net Developer, (2005-2008)
Developed in house application and troubleshoot issues with existing applications. Collaborated with others to determine business need for application being developed.
Level II Support Technician, (2004-2005)
Supported both 1st and 2nd level to end users via phone and in person. Troubleshoot software, hardware and network issues connected to end user equipment. Imaged and rolled out new equipment to users per schedule. Developed automation packages and scripts to push to end users. Automated software distribution and patched using Kaseya and other distribution applications.
Other Professional Experience:
Dell Computers
Sprint North Supply
Total Tec Systems
Military Experience:
United States Marine Corps
TECHNICAL SKILLS
●Desk Support
●Hardware
●Migrations
●Batch Processing
●Microsoft Office
●Network Architecture
●Program Development
●Software
●Control-M
Protocols: FTP, SSH, TELNET, SMTP, DNS, DHCP, HTTP, HTTPS, POP, RDP, IMAP, LDAP, SMTP, RIP, IIS, SSL
Operating Systems / Software: Windows XP, 7 & 8, VMWare 5.5, Windows Server 2003, 2008 & 2012, Adobe Acrobat, Browsers: IE, Firefox, Chrome
Hardware: PC’s, NAS, UPS
Contact this candidate