Service Desk Analyst

Adelaide Tachie-Mensah

** ******* **, ****** ** *9977

267-***-**** – ****.*****@*****.***

SKILLS SUMMARY

Software: windows 7/8, MS Project, MS Office Suite, MS Visio, MS Access, MS Excel, HP Open view, Veritas NetBackup, Nagios.

PROFESSIONAL EXPERIENCE

Holman Enterprises\Mount Laurel NJ

Service Desk Analyst I- Remote (2016 – Present)

Runs scheduled and ad-hoc system, application, and EDI batch jobs. Monitors batch job completion and escalates failures following defined procedures.

Monitors corporate applications, servers, storage, network, and telephone systems and documents and escalates incidents following defined procedures.

Monitors data center environmental systems (power cooling, etc.) and escalates issues following defined procedures.

Generate and distribute daily, weekly, and monthly operations reports following established procedures.

Update, monitor, and complete shift reports.

Prints, and distributes internal and customer reports and documents.

Monitor stock of print supplies and notify the supervisor when levels are below established minimums. Orders print supplies as required/requested.

Perform basic maintenance on printers following established procedures.

Perform system backups, load, and catalog tapes, and manage offsite storage of tape backups using established procedures.

Troubleshoot basic system issues with users, VPN, and unlock/reset accounts through AD-Manager.

Perform file restores from backup tapes following established procedures

Promote application code to QA and production application and database systems following established procedures.

Promote applications and programs on Oracle PL/SQL.

Perform other duties as assigned

Ims Health\NCG Collegeville, PA

NOC Operator (2014 – 2016)

Proactively monitor and support the stability of the application

Respond to alerts/alarms according to Standard Operating Procedures

Provide database support including monitoring and diagnosis of server availability, reliability and performance

Manage trouble-ticketing system ensuring accurate and up-to-date information

Work with internal and external groups during routine deployment

Collaborate with internal and external groups to help identify and resolve issues affecting our services

Help develop and maintain NOC policies, procedures, and tools.

Test fixes to ensure the problem has been adequately resolved.

Clear outages after service has been restored and tested. Alert personnel via established processes and procedures

Provide thorough follow-up via ongoing notification updates.

Effectively communicate with field partners, customers, and peers

Respond to the PM Messaging Tool and follow the established maintenance process.

TECH DATA, Swedesboro, NJ

NOC Operator (2010 – 2014)

Monitor the environment, including but not limited to system and network availability, FTP file transfers, data backups, and help desk duties.

Monitor all critical systems using HP OpenView, Nagios, and others.

Communicate effectively to Senior Management on issues or events.

Opening and closing tickets within our ticketing system and managing/escalating problems to resolution.

Incident Management for all critical issues including centralized communication and updates in verbal and written formats.

Compliance with all Standard Operating Procedures including access policies for Employees and vendors.

Monitor of Veritas NetBackup platform including job status and acting on failures, tape rotation, maintenance, off-site vendor liaison, Disaster Recovery coordination and delivery of media.

Monitors after-hours help desk support for end users including coordination with remote problem management systems.

Candidates will have direct contact with all end users of Information Systems up to and including executive management and remote clients (account executives and external vendors).

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