Information Systems Support Analyst

Summary:

IT Professional with extensive experience in working as technical support and troubleshooting hardware and software issues, identify network and applications issues.

Excellent experience in setup and configuring LAN/ WAN network using Linksys, SonicWall, Dell Switches and routers in addition to setting up Dell/ HP PC and Servers -Dell PowerEdge.

Expertise in installing, upgrading and maintaining shared resources such as printers and file servers on Windows 2003/ 2008 Servers/ Windows XP/ Vista/ 07/ Mac/Linux.

Strong experience in assisting customers with software problems such as Windows XP/Vista/ Win7/Win8/Linux, Symantec antivirus, and Microsoft Office 2003, 2007 and 2010.

Well versed in maintaining inventory of IT assets through Track IT, Asset Management and other accounting spreadsheets.

Outstanding written and verbal communication skills.

Skills:

Windows/ Mac/ Linux, Windows networking, Active Directory support, Citrix Xen Server, Netapp and SAN, Virtualization, VMware, VB Scripting, LAN/ WAN, Altiris, SCCM/WSUS

Education:

Master's Degree in Database Technology, Regis University, CO 2015

Bachelors of Science in Computer Information Systems, Regis University, Colorado Springs, CO 2000

Associates of Applied Science in Chemical Engineering, Gloucester College, Sewell, NJ 1998

Experience:

CMD Group, Norcross, GA Feb 2014 – Present

Service Delivery Analyst II

Responsibilities:

Troubleshoot hardware and software issues, identify network and applications issues.

Automate operating systems and software deployment using SCCM, WSUS and Altiris

Keep track of software licenses, hardware inventory and assist in procurement

Migrate systems and users from one domain to another

Train users and coworkers how to use new systems such as SysAid ticketing, Cisco VPN Client, Citrix system.

Assist in the setup and maintenance of Windows 2008 and 2012 servers

Create and disable user accounts in Active Directory running on Windows 2012

Assist in the setup of virtual machines using VMWare

Assist in the migrations of workstations from Windows XP to Windows 7, Windows 7 to Windows 8 or 10 using Easy Transfer, Windows Server Active Directory Migration Tool (ADMT) and System Center Configuration Manager (SCCM).

Setup email for users on workstations that have MS office 2007/2010/2013 as well as Androids, Apple and Windows phones.

Respond to phone calls, tickets and in-person to issues related to software and hardware malfunctions for users.

Verizon Wireless, Alpharetta, GA Feb 2011 – Dec 2013

Technical Support Coordinator

Responsibilities:

Troubleshoot hardware and software issues, identify network and applications issues.

Provide detailed information on how to set up and configure data and voice products.

Evaluates customers concerns and resolve problems to customer satisfaction.

Troubleshoot Citrix systems and worked on Mac, Windows XP/ Vista/ 07/ 08 operating systems.

Troubleshoot Android, Apple, RIM (Blackberry) and Windows phones.

Used ACSS and Remedy for ticket documentation and tracking.

Troubleshoot MS Office Suite (Outlook, Word, PowerPoint, Excel, Access) 2003/2007/2010

Independent Contractor, Lilburn, GA March 10 – Feb 11

Technical Support Consultant

Responsibilities:

Troubleshoot and resolve network connection issues that involve Ethernet and wireless connections,

Install, upgrade and maintain shared resources such as printers and file servers on Windows 2003/ 2008 Servers/ Windows XP/ Vista/ 07/ Mac/Linux.

Installed, administered Windows Server 2003/08 R2/Linux and managed AD/DNS/DHCP automated updates.

Installed and Troubleshoot MS Office Suite (Outlook, Word, PowerPoint, Excel, Access) 2003/2007/2010

Purchase and replace computer components and maintain company websites.

Remotely connected to workstations and servers using Kaseya and monitored network using PRTG.

Setup and configured LAN/WAN network using Sonic Wall, Linksys, Dell Switches and routers in addition to setting up Dell/ HP PC and Servers -Dell PowerEdge.

Installed,, updated, configured security and updated disk management using LVM on Linux machines

Setup VOIP phones (Polycom), and used VERITAS/Symantec for backup for backing up files to Tape drives.

Computer Generated Solutions, Inc., Dunwoody, GA Sep 09 –Feb 10

Technical Support Engineer

Responsibilities:

Provided real-time solutions in a call center environment, troubleshot hardware for Lenovo/IBM laptops and workstations.

Ordered system boards, hard drives, displays, sound cards, wireless devices, keyboards, batteries and external devices.

Assisted customers with software problems such as Windows XP/Vista/ Win7/Linux, Symantec antivirus, and Microsoft Office 2003 and 2007.

Spunlogic/ Engauge Digital, Atlanta, GA Apr 07 – May 09

Network Administrator

Responsibilities:

Demonstrated effective creative problem solving skills, flexible can-do attitude, and project management skills by incorporating scalable IT deployments to maintain and ensure interoperability between computers, cross-platform servers, hardware, peripherals and software.

Installed and upgraded file servers to Windows 2003R/2008R/Linux, Citrix Xen Server.

Installed,, updated, configured security and updated disk management using LVM on Linux machines

Administered Windows Server 2003/08 R2 and managed AD/DNS/DHCP, setup automation using the GP

Setup backup system using Retrospect and Veritas, and maintained Network security system with Sonic Wall firewall and Dell switches.

Monitored Network using PRTG software, and used Altris and Remote Desktop Connection software for remote access to Dell, Lenovo and HP Desktops and Laptops

Setup and maintained LifeSize Video Conferencing System.

Organized the upgrading and configuring the VOIP phone system using the Asterix and Polycom.

Maintained Active Directory.

Created and managed users using automated scripts to map shared resources and restored Active Directory on new servers.

Maintained inventory of IT assets through Track IT, Asset Management and other accounting spreadsheets.

Installed and maintained APC backup battery.

Setup and maintained SQL and Cold Fusion server, Web servers (IIS), and VMware on staging workstations.

Planned and coordinated staff moves or new staff setup, including Dell PCs, Macs, VOIP phones (Polycom), and equipment. The hardware for servers included Dell StoreVault, PowerEdge, ReadyNAS, EMC and HP Proliant.

Interland, Inc. Atlanta, GA 2003 – 2007

Technical Support Engineer

Responsibilities:

Used PC anywhere, remote desktop to connect and manage servers, and create user accounts in the Active Directory for ftp access.

Meticulously provided in-house solutions for high-volume Web file transfers, Web server management, IIS, FTP transfers (MS FrontPage, WS FTP & Cute FTP, etc.) and Web mail.

Effectively wrote Perl, ASP, and Html scripts to test customer’s servers if they are using form mail, updating databases or collecting any information from their clients.

Worked on Windows 20003, NT and UNIX/Linux OS for web servers.

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