Technical Support Analyst Resume Templates in Word Format Free Download -->

Technical Support Analyst Resume Templates in Word Format Free Download

Sample Template Example of Beautiful Excellent Professional Curriculum Vitae / Resume / CV Format with Career Objective, Job Description, Skills & Work Experience for Freshers & Experienced in Word / Doc / Pdf Free Download


ELIN  MOLINA      

                                                                                                                                            309 Camarillo Drive
                                                                                                                        North Las Vegas, Nevada  89001
                                                                                                                                          Home: (702) 425-1230
                                                                                                                                        Mobile: (626) 298-5634
                                                                                                                                                elin@yahoo.com

PROFESSIONAL SUMMARY

            *           IT Professional offering a strong combination of leadership, technical and people skills.
            *           Multi-tasked project manager with verifiable strengths in staff training, supervision, motivation and evaluation.
            *           Proven record of exceptional troubleshooting, problem solving and customer service.  Successful in developing and maintaining reliable systems for large user bases, both on-site and remote.
            *           Extensive experience with 24/7 user/help desk support; excellent ability to act as interface between technical groups and end users at all business levels.
            *           Knowledgeable in security procedures, disaster recovery and user access management.
            *           Highly analytical and able to quickly learn and apply new technology, management methodologies and business processes.


TECHNOLOGY

Systems:          IBM RS/6000, AS/400, HP-UX, DEC, Windows NT-XP, Sun Servers, EMC-Symmetrix, Connectrix, Clariion, Mainframe.

Software:         MS Office (all applications), Maestro Tivoli Workload Scheduler 7.0/8.1/8.2, Veritas NetBackup 4.3/5.1, HP Open View 7.1/8.0, Timbuktu, PcAnywhere, Terminal Services, Exceed, Peregrine (Service Center), VPN, Norton Anti-Virus, Ultrabac, Perl, Red Hat Linux 7.0, Solaris 8.5/9.5, AIX 5.1., Jobtrac, Storage Scope, EMC grab, EMC HEAT reporting, ResolvIt, Secure Agent, Infoman,
                        EMS, Virtual tech, Alarm point.
                       

CAREER EXPERIENCE

2011 – Present Citi; The Lakes, NV.
                        Technical Support Analyst
§   Monitor batch jobs on Mainframe and Open Systems.
§   Perform job restarts, IPL’s, recycles, problem escalation.
§   Attend/Lead meetings to discuss process improvements.
§   Process user requests.
§   Update spread sheets and documents as needed.
§   Provide 24x7 coverage, working 3-4 and 4-3 schedule.
§   Provide cross training for other team members.

2008-2010   KAISER PERMANENTE –IT/IBM; Pasadena, CA
                         Technical Support Storage Operations
§   Storage provisioning; storage monitoring; weekly status reporting; configuration; capacity and storage reporting; customer support, trouble-shooting and resolution; root cause analysis; storage management documentation; or storage operation integration.
§   Support/maintain the Enterprise Storage Environment, troubleshooting and resolving
incident tickets; contribute to incident resolution, ensuring service level objectives are met.
§   Assist Engineering in implementation and delivery of projects according to specifications
and timelines; work with tier II, III and vendor support teams for issue escalation; assess,
diagnose and repair issues identified by current incident reporting tools and notification
methods.
§  Provide on-call support when needed.


ELIN MOLINA                                                         Page 2 of 3

2005-2008    KAISER PERMANENTE –IT; Corona, CA
                         Senior Production Support
.     Create jobs/schedules within TWS to support Health-Connect project.
.     Provide TWS 8.1 support and training.
.     Provide on-call support when needed.
.     Provide TWS support for various user groups during system upgrades.
.     Provide scheduling support for Jobtrac (mainframe) and TWS.
.     Assist Batch Operations with monitoring.
.     Work on user request as assigned.



1996-2005         DISNEY WORLD WIDE SERVICES, INC. /IBM; Burbank, CA

Senior Production Support Analyst                2005-2005
Production Support Analyst                           2002-2005
Systems Administrator                                 2001-2002
Associate Systems Analyst                          2000-2001
Senior Computer Operator                             1999-2000
Computer Operator                                       1997-1999
Tape Librarian                                              1996-1997

Senior Production Support Analyst
.     Monitor and analyze department processes and procedures to maintain optimum performance. 
.     Identify and quickly resolve escalated production problems to ensure conformance with service level agreements.
.     Prioritize and aggressively manage projects to timely and satisfactory completion.
.     Produce in-depth project documentation.
.     Lead, train, distribute assignments to, supervise and evaluate a team of 16 employees.
.     Conduct weekly team meetings.
.     Assisted in the upgrade of TWS 8.1 to 8.2.
.     Documented TWS “How to” upgrade procedures.
.     Created/scheduled TWS jobs from cron into TWS.
.     Installed TWS agent on Unix and Windows servers.
.     Utilized CLI to create scripts for job reporting.
.     Utilized JS Console to create jobs and schedules into TWS.
.     Worked with clients on job setup and configuration into TWS.


Systems Administrator
.     Assisted in building, configuring, installing, testing, troubleshooting and upgrading of servers supporting all business units for worldwide operations.
.     Developed and implemented training and operating procedures.
.     Worked closely with Network Group to obtain IP addresses for servers and assign network ports.
.     Performed software and system upgrades, including Netbackup, Solaris, Windows NT, Windows 2000, HP, IBM and Tru64. 
.     Performed patch research; installed and downloaded patches from vendor websites.
.     Created several web pages for both NT and Unix systems.


Senior Computer Operator
.     Responsible for monitoring, reporting and assisting in daily Command Center operation.
.     Provided customer service to existing and prospective business units.
.     Assisted Systems Administration in resolving escalated technical problems.
.     Supported multiple platforms of AS/400, Unix, Dec and Windows NT systems.
.     Provided 24/7-user support.


ELIN MOLINA                                                         Page 3of 3


Tape Librarian
.     Logged backup tapes into system and managed an inventory of over 1,000 tapes.
.     Prepared media for disaster recovery storage.
.     Tracked and expedited the movement of media internally and externally.



1992-1996         ARCUS DATA SECURITY; Simi Valley, CA
Senior Customer Service Representative
.     Coordinated tape library operations, including media picking and distribution for high-volume inventory, media tracking, container inventory and accountability for computer media.
.     Coordinated the staging and transporting of media to/from recovery test centers.
.     Performed numerous tape library adds, moves and changes.
.     Ensured the timely and accurate pickup and delivery to/from customer sites to Arcus' data storage vault.
.     Provided 24/7 service for scheduled and emergency delivery/pickup to airline vendors. 


EDUCATION

2005-2006         General Studies - Western International University; Los Angeles, CA
2004-2005         General Studies - Woodbury University; Burbank, CA
2001                 Certificate in Hewlett Packard System Administration; Anaheim, CA
2000                 Certificate in Unix/Linux Systems Administration - Learning Tree University; Chatsworth, CA
1999                 Course work toward Associate's Degree - Glendale Community College; Glendale, CA





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