Help Desk Information Technology
Resume:
JAY COLLINS
************@*******.***
PROFESSIONAL SUMMARY
I am a highly motivated and professional Information Technology (IT) professional with extensive experience in network operations and help desk support services. My vast IT knowledge base and skill set includes, but is not limited to server setup, maintenance and several server protocols. TECHNICAL SKILLS
Industries: Financial Banking; Education Technology; Applications: Windows; Service Now; Inventory Billing, MED 4, SMS, Online Help Desk, Tickets, Backups, Lotus Notes, SNA,TSO/ISPF, Cobol, Web Sphere, VSAM, JCL/Utilities, Batch Job Scheduling, NetBackup Access, Backups, Virus Protection, Passwords, Security, TCP/IP, Client for Microsoft Networks, Dial-up Adapter, Windows Technologies-NT, 03, 08, MS Outlook, TMS Legato Backups, Passwords, Virus Protection, Client 32, IPX/SPX, LSLC32, Net Backup, Client for Net ware Networks, Dial-up Adapter, NE 2000 Compatible, Solaris 8, Cisco, Veritas, Compaq Word, Outlook, Excel
Platforms / Servers: System Center Operations Manager (SCOM); AS/400 (Advance Servers); OS/390
Protocols: Compaq; UNIX; Sun Solaris 8; Dynamic Host Configuration Protocol (DHCP); Network File System (NFS); Network Information Service (NIS); Lightweight Directory Access Protocol
(LDAP); NetCool; Transmission Control Protocol/Internet Protocol (TCP/IP); Interior Gateway Routing Protocol (IGRP); Integrated Services Digital Network (ISDN); IDM Lotus Domino Server; Internet Information Services (IIS);
Hardware / Software: Nagios; Domain Name System (DNS); Integrated Digital Enhanced Network (IDEN); Virtual Local Area Network (VLAN); Visual Editor (VI Editor); Cable Modem Termination System
(CMTS); Novell
Other: SharePoint; Crystal Reports; MS SQL;
PROFESSIONAL EXPERIENCE
Barclays (Contractor) 10/2018
- Present
NOC Analyst:
• Manage / facilitate Level 1, 2 and 3 tickets via the Service Now application.
• Implement technical and configuration changes at the Network level (switch, router, firewall) as well as new setup.
• Monitor the network infrastructure performance and remediate any adverse events or issues.
• Provide knowledge support to peers and end users.
• Manage and assist with Control M jobs / tasks / support.
• Monitor various mission critical network infrastructure and operating system via Nagios sever.
Leidos (Contractor)
02/2018 – 08/2018
NOC Analyst:
• Assisted with end user laptop upgrades to Windows 10
• Provided on site and remote imaging / software management support using SCCM software.
• Provided Help Desk application support and ticket resolution. Education Technology System (ETS)
02/2017- 06/2017
NOC Analyst:
• Supported instructor’s testing sites within the USA (North America region).
• Maintained software, workstations and servers used by instructors, education institutions, and government agencies.
• Facilitated user acceptance testing (UAT) and production validation testing (PVT) of all equipment and user support platforms
• Initiated problem tickets to report Level 1, 2 and 3 issues impacting servers/workstations/operating systems; ensured all opened tickets resolved within the designated SLA time range.
• Responsible the deployment of software/hardware and audio/visual maintenance for all test sites across the USA.
Sunoco Corp (Contractor) 07/2016
– 02/2017
NOC Analyst / Help Desk Technician:
• Provided support with LAN / WAN connectivity issues across all sites
• Assisted end users with email and password reset requests.
• Facilitated satellite backup protocols and verified connectivity enabled.
• Supported issue tickets submitted by end users; resolved 90% of reported issues on first attempt; remaining 10% were evaluated and escalated on case-by-case base.
• Provided Windows and server support using internal troubleshooting procedures. System Application Products (SAP) (Contractor)
06/2015 – 06/2016
NOC Analyst:
• Provided technical support via SCOM to resolve server / router issues, and network outages.
• Facilitated and monitored server support and backup process using Nagios.
• Monitored and managed inbound / outbound end user calls.
• Worked with internal/external third party resources to performed troubleshooting to ensure application and production server(s) remained operational. Independence Blue Cross (IBX) (Contractor) 05/2014
– 04/2015
NOC Analyst:
• Monitored operations and the jobs and housed on the AS/400 mainframe and servers.
• Communicated and submitted help ticket items for any and all issues impacting AS/400 jobs; run and correct all jobs that were in an adverse status.
• Resolved router, network, hardware, application and password reset issues.
• Facilitated and monitored production system backups using Nagios
• Resolved reported Windows operating systems issues. Lincoln Financial - Radnor, PA (Contractor) 08/2013
– 01/2014
Help Desk Support:
• Initiated and opened Help Desk tickets to report any/all issues
• Completed networking patch panels; switches; PC upgrades and password resets.
• Provided support by running cables; reviewing and resolving Notes issues via SCOM.
CSC AT EBAY, King of Prussia (Contractor) 09/2019
– 12/2013
Technical Analyst:
• Assisted in Mail migration to Windows7 (over 3000 end users impacted)
• Completed machine imaging and deployed work stations, laptops and software/hardware.
Datwyler Pharmaceutical, NJ (Short-term Contract) 06/2019
– 08/2013
Help Desk Analyst:
Commissioned as an interim support for FTE recovering on FMLA.
• Initiated and opened Help Desk tickets to report any/all issues.
• Completed networking patch panels; switches; PC upgrades and password resets
• Troubleshooting all issues; provide Windows server and imagining support.
• Deployed user laptops; provided desktop support related to all software and hardware requests.
CSC Randstad Technologies Delaware Contractor) 02/2012
– 05-2012
Technical Operator:
• Performed production system and backup monitoring; tape load and backup management.
• Monitored jobs, performed restart, backup and restore when required.
• Facilitated network maintenance as well as escalated issues that fell outside NOC related tasks.
• Performed the duties of the Windows Server Administration (physical and virtual).
Wright Design (On Call / Part-Time Resource) 06/2010
- Present
Technical Support:
• Provide project and application management support.
• Facilitate training for all new sales associates
• Oversee Union, technical and user issues
• Troubleshoot and maintain all reported desktop, Windows and server related issues.
New Jersey Department of Transportation (NJDOT) 07/2009
– 06-2010
Technical Support Analyst:
• Provided Help Desk and UC4 Technical support
• Performed operating system upgrade to XP; installed printers and other video equipment.
• Monitored system SCOM/MOM; troubleshot end user internal/external connectivity issues.
Sphinxara (SPX) Corporation 07/2008
– 06-2009
NOC Technician:
• Performed server monitoring and backup using Nagios
• Maintained daily production Job Scheduler (AS/400); batch processing and tape management
• Monitored system using SCOM/MOM and worked with router protocols to ensure proper functionality
• Served as NetBackup Server Administration.
• Troubleshooting scripts and audited log files
MOTOROLA-TRC (Contractor) 07/2007
– 06-2008
DAC Engineer
American Institute of Architects (AIA) (Contractor) 07/2006
– 12/2006
Technical Support Analyst
CSC / BAE Systems (Contractor) 03/2006
– 07/2006
Help Desk Technician
Microsoft - Bristow, VA (Contractor) 01/2006
– 03-2006
NOC Technician
Loral Skynet (Contractor) 03/2005
– 12/2005
NOC Controller
Volt Navy Yard Washington, DC (Contractor) 03/2003
– 03/2005
Technical Support/Help Desk/Network Administrator
Siemens, Malvern, PA (Contractor) 05/2002
– 01/2003
Operations Analyst / Technical Support /System Administrator Supervisor: Source Bergen Data Center, Malvern, PA (Contractor) 05/2002
– 12/2003
AS/400 Computer Operator/ Technical Support
Alcatel, Plano, TX (Contractor) 09/2000
– 09/2001
Install Project Supervisor /Project Manager
ARCO Chemicals, Newton Square, PA (Spherion Contractor) 05/1997
– 09/2000
AS/400 Computer Operations/ Technical Support
Universal Health Systems, King of Prussia, PA (Contractor) 11/1197
– 01/2000
Computer Operator/Technical Support
EDUCATION & CERTIFICATION
2002: New Wave Resources, Philadelphia, PA
Sun Solaris 8 and Cisco
1999: DPT, Philadelphia, PA: Network Engineering Technology: MCSE & CNE-
1983: Philadelphia Training Center, Philadelphia PA UNIVAC 80/OS3, IBM PC
1979: Community College of Philadelphia, Philadelphia, PA: Associate Degree in Business Management
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