Systems Support Analyst Supervisor
Resume:
Eduardo Sifuentes
Phone: 918-***-****
Email: aczg9z@r.postjobfree.com
SUMMARY
Experienced Application support specialist, whose duties include training and providing continuous database
management software support to all levels of operations and accounting. Clients include several major
organizations in property management, banking, and casino industries from the beginning of their software
experience through development and training of internal support staff.
Internally well regarded as a liaison between programming staff and project management to the end users and
executive clients concerning the development and implementation of their software program. This includes
rolling out software updates, new reports created by programming staff, and providing analysis of end user staff.
A strong team-player, choosing to be mobile within the organization several different times when personnel
changes occurred. Was considered adaptable and easily trainable within the division with the best overall
understanding of the front-end application and database level environments.
Effective management of employee performance including appraisals, support, training, and discipline.
Ability to translate technical issues into understandable business language for end users.
TECHNICAL SKILLS
Salesforce, Altiris, Extraview, Remedy, Service Desk and IssueTrak ticketing systems expert
Citrix platform, Remote desktop, ReadyShow and WebEx applications for training
Software proficiency with Windows, Microsoft office suite, SAP, Oracle, SQL, Crystal Reporting, Solarwinds,
SharePoint and Yardi.
PROFESSIONAL EXPERIENCE
Video Gaming Technology
Systems Support Analyst Supervisor
December 2015 Present
o Supervise and develop team of systems analysts
o Administer policies, processes, and procedures
o Lead team in implementing new systems, upgrading old ones
o Train and develop team to solve complex issues
o Develop team members for service excellence for both internal and external clients
o Create and review weekly, monthly, and quarterly performance reports with each analyst
o Allocate budget for hardware, software, and travel needs
o Lead team in developing, and communicating documentation on all NOC processes
o Lead team in hiring process to backfill positions in department
Video Gaming Technology
Systems Support Analyst
September 2012-2015
o Ensured robust network backup and recovery capability
o Managed process documentation
o Created capacity reports
o Performed tasks and resolved issues on server operating systems, security, and remote access
o Worked with IP routing protocols
o Experience with Firewalls and VPNs, including Ghostsentry, Eguard, and Cisco
o Configured and managed AD and DHCP on all remote servers
o Reported and documented network equipment, servers, applications, and all other associated systems for
internal and external clients
o Maintained network documentation and IT policies for each separate customer
o Installed server patches when needed
o Reported outages and other issues using SQL and Excel
o Member of team that supported VMware and Virtual Server rollout
Ultimate Service Solutions
Project Manager
March 2012 August 2012
o Delivered projects with agreed scope, budget, schedule, and customer expectations
o Identified risks to address and resolve them
o Provided strategic direction during the implementation stages
o Managed client expectations by ensuring the highest quality service after implementation
Spherexx
Project Manager
January 2012-March 2012
o Managed all phases of the clients Web development cycle
o Defined processes and tools best suited for each client project
o Delivered industry leading websites which generated a wealth of web traffic for client
Realpage, Inc.
Application Support Specialist
September 2009 December 2011
o Used SQL scripting to update and insert personal and financial information from one end user product to
another for clients of varying sizes
o Prepared data migration spreadsheets from properties in order to enter into SQL
o Provided primary support for a portfolio of over 200 different properties
o Prioritized and resolved a high volume of varying issues on a daily basis
o Reconciled accounting books at the end of every monthly cycle
o Experienced with SalesForce, Extra View, and Alteris ticketing systems
o Trained and developed internal team on applications
Evergreen Solutions
Application Support Technician and Training Specialist
January 2006 September 2009
o Provided primary support for a portfolio of 189 different properties among 7 different management
companies contained in a single database format
o Served as primary contact between the project management and programming staff to the client for their
needs
o Trained a multitude of different industry clients of all sizes
o Training certified for accounting, compliance, operations, and executive staff
o Project leader for migration of many new clients to Yardi database
o Documented process manual for new Yardi users
Hilti, Inc .
Systems Support Specialist
March 2000 - December 2005
o Upgraded and maintained software for Customer Service department of over 300 users
o Extracted data from SAP database using Access in order to create department reports
o Created process manual for Customer Service department which included heavy SAP usage
o Installed and upgraded hardware
o LAN/WAN, TCIP/IP, VPN administrator for Customer Service department
o Developed comprehensive training and trained Customer Service for computer systems and software
o SAP and Oracle expert
o Telephony administrator for Hilti North America
o Installed software and hardware for mobile Hilti booth at annual World of Concrete National Trade Show
Created and implemented policies and procedures for network infrastructure administration, backup, virus
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detection, and disaster recovery
Evaluated company requirements for new technologies, the capabilities of the organization to support new
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technologies, and provided training
Recommended and evaluated IT purchases and assets (servers, PCs, laptops, other computer hardware,
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software, and peripherals)
Front line support technician for over 300 end users. Administered user accounts within Active Directory
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environment and delivered support via telephone, e-mail and desk side visits
Provided a combination of hardware, software and break fix service
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Hilti,Inc.
Sales and Service Representative
March 1997 March 2000
o Provided technical and product support to customers
o Promoted and sold products and services to outside customers
o Opened accounts for new customers to build customer base and increase sales
o Supported internal customers
o Entered customer orders, tool repairs, and returns
o Member of team which provided new product information and product refresher classes to employees
EDUCATION
Professional Training
Various LAN and WAN classes
SQL Server Admin training
Exchange Server training
Implementing Windows 2000
Deploying Windows XP
Implementing Windows 2000 Active Directory
Various SAP and Oracle training
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