IT Support Analyst with 36+ Years of Experience

Professional summary IT Support Analyst with **+ years of hands-on experience supporting desktop and

network environments, including Windows servers, Active Directory, TCP/IP, DNS, DHCP, and Cisco switching. Demonstrates strong troubleshooting, system configuration, backup/disaster-recovery, and NOC escalation skills to maintain high availability and meet SLAs. Focused on streamlining operations, integrating new technologies, and improving end-user satisfaction while pursuing opportunities to lead modernization and efficiency initiatives.

Edmond Anadio

IT Support Analyst

2152 State 29A, Gloversville, USA, 12078 / +1-518-***-**** / ******.******@*******.*** Employment history

OCT 2015 - PRESENT

ALBANY, NY

IT SUPPORT ANALYST, United States Veterans of Affairs Supporting all desktop IT Services including desktop PCs, laptops, PDAs, IP telephony, meeting room video conferencing and office printing. Manage routine maintenance jobs, database backups & ensure that they are secure & reliable.

KEY SKILLS AND COMPETENCIES

Major Duties

Meeting customers face to face and handling & prioritizing problems. Installing and configuring computer systems using different build technologies. Perform routine backups & archival of files to assist with disaster recovery. Escalating and identify any critical issues.

Analyzing user support statistics/data and recommending appropriate measures. Answering incoming calls from clients, processing emails and logging calls. Following procedures/checklists and updating support documentation. Working with Windows servers & applications within a mixed OS environment. Research, test, and plan for the integration of new information technologies. New and old system are evaluating base on directives, policies, and regulations to determining the impact and implications in supporting the systems in our network. Working on large scale storage and backup systems i.e. SAN EMC2 Clarion. Enthusiastic and able to interact with departments and personnel at all levels. Knowledge of Networking (such as TCP/IP switches and routers) Domain Name Server (DNS), Dynamic Host Configuration Protocol (DHCP), Cisco Switches, UPS and Active Directory (AD). Knowledge of installation, troubleshooting and configuration of PCs and software. Involved in the modification of systems, software and hardware to ensure systems are designed, maintained, and operated to meet local and national standards. Resolving customer related technical software and hardware problems. Diagnosing and/or resolving problems in response to a customer reported incident via trouble tickets.

Planning and delivery of IT customer support services. Submitting recommendations to improve the efficient use of the system and responding to special requests for system data.

Maintaining and updating system files necessary to control all aspects of system operations and access.

Performing other related duties and responsibilities as assigned/required. APR 2007 - SEP 2015

JOHNSTOWN, NY

Network Operations Center (Tier III), Frontier

Performed Routine Administrative Tasks:

JUN 1990 - NOV 2006

RICHARDSON, TX

Operations Wireless Project Manager, Nortel

Highlights of

Monitored ongoing operations and IT service infrastructure performance with applications set to anticipate IT service problems.

Proactively worked to identify issues before they occur and implement resolution. A primary function is to monitor the environment and sustain the defined SLAs (Service Level Agreements).

Follow established Standard Operating Procedures in response to system alerts and routine tasks with consistent accuracy to assist in restoration of service. Performed tasks as defined in the NOC Shift Report. Tasks vary by day and by shift. Performing backups.

Checking status of current jobs.

Processing files.

Updating Records.

Resolve calls from vendors in the field who are having trouble with installation or repair of central office facilities.

Perform test procedures and analyze test results to isolate and determine the type of service problem at hand.

Performed testing, analysis and restoration of failed production services to customers and users. Performed testing and maintenance activities of the network, as required. Demonstrate consistently accurate and timely escalation of production outages both internally and externally.

Provide effective, efficient notification of production outages to internal and external clients via email and/or telephone calls.

Served as the customer interface for scheduling network changes and coordinating the Change Management process with the customer.

Maintained records/documentation on routing, screening, and trunk information. Interpret technical documents, manuals, circuit descriptions and schematic drawings. Managed and coordinate work efforts by interfacing with several work groups or functional areas.

Worked with other groups to secure network inventory and make assignments when necessary. Use and provide input to database(s) for problem and inventory control. Verify that designs are technically correct in documentation. Assisted in customer service status calls and with other communication such as notifications and escalations.

Interface with customers to keep them informed of status of service. Regularly review and updated procedures and documentation. Handle a varied workload while independently managing company time. Assisted team members and Management with the testing and review of process and procedures.

Provided immediate feedback when processes and procedures are incorrect, inefficient, or do not exist.

Education

2017 - PRESENT

CHARLES TOWN, WV

BS in Information Systems Security, American Public University System JUN 1979 Belford High School

Skills Networking TCP/IP

DNS DHCP

Cisco Switches UPS

Active Directory Installation

Troubleshooting Configuration

PCs Software

Network Management Broadband

Linux/Unix Nortel

5ESS Metaswitch

Wireless Protocols Interpersonal Skills

Communication Skills Organizational Skills

Remote Customer Support Call Queues

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