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309 Kings Manor Ct.

Phone( 405)922-9876 anna@yahoo.com

Anna Nelson

Objective	Looking for employment that can provide a challenging work environment and career stability.
Summary of qualifications	Highly skilled and certified Systems Analyst with 9 years experience as a Call Center Technician, Help Desk Technician, and Network Administrator.  Experienced in asset/inventory management, license management, server migration, backups, disaster recovery, router troubleshooting, and firewall support.
Certifications Professional experience	Comptia A+ Certification Security+ Certification Brocade Certified San Designer Certified Fabric Professional Certified San Manager Commvault Certified Commvault Administrator Certified Commvault Engineer Microsoft MCP (Windows Vista, Windows 7) MCTS MCITP(Windows Vista, Windows 7) MCSA Customer Service Certification HDI Certification Veritas Certified Specialist Backup Exec. 10.0 Administrator Netbackup Dell (Internal Dell Certifications) 12X and 13X certified Dell Storage/Library Specialist ML6000 Library (SCSI and Fiber) Certified SNIA Storage Network Foundations Certified Storage Engineer Certified Storage Architect- Assessment, Planning & Design Certified Storage Networking Expert (SCSN-E) 6/2011-present LCI (Leaders Communications Inc.)      OKC,OK Help Desk Support Specialist Resolves routine and minor technical problems related to mainframe Local Area Network (LAN) servers and network Monitors and reports on systems’ operational status Produces standard and ad-hoc reports from the trouble ticket database Responsible for the installation, configuration support and maintenance of all hardware and software required to conduct business on a Local Area Network Applies application upgrades and security patches as required Analyzes server and network activity and maintains performance monitoring systems 1/2009-6/2010   L-3 Enterprise IT Solutions (L-3 EITS)   OKC,OK Computer Specialist (1/2009- 7/2009) Researched new hardware or utility software §  Building and installing new computer platforms §  Analyzing server security logs §  Supported classroom and training lab instructors with technical issues related to hardware and software §  Diagnosed hardware/software problems in training labs and resolve issues in timely manner §  Worked with Microsoft Active, Windows XP (OS), Windows Server 2003 (OS) Network Administrator 1 (7/2009 to present) §  Integration and support of a windows 2000/2003 network with multiple types          of server and server application §  Provide support for the FAA Users §  Work in Lotus Notes 6-8 §  Support the management, improvement, development, and integration of secure voice, video and data communications architectures §  Upgrading current equipment and systems integrating new technologies §  Perform monitoring and analysis § Worked in Microsoft Active Directory creating, modifying user accounts 6/2007-1/2009                 Dell Inc.                                        OKC,OK    Complex System Support Analyst §  Provided telephone and web support via Webex for PowerVault 12x/13x tape library systems §  Diagnosed various issues with the tape libraries in different operating systems such as Windows 2000 servers, Windows 2003 Servers, Novell, and Linux §  Troubleshoot  NetBackup, Veritas/Symantec Backup Exec , NT Backup, and Commvault in an enterprise environment §  Exhibited proficiency in the ability to work with complex and difficult to diagnose architectures and provide stellar customer service to all clients as well as internal staff  9/2005- 4/2007                    Cox Communications                     OKC,OK Tech Support Rep §  Responds on the telephone and in writing to routine technical problems and inquiries. §  Addresses routine billing and accounts services inquiries. §  Handles inbound calls, using professional and proactive customer service and call control techniques. §  Processes installations and service changes and troubleshoots service problems. §  Resolves customer problems over the telephone by directing the customer through a series of troubleshooting steps. §  Schedules appointments for field technicians as needed. §  Educates customers by serving as a navigator and consultant to products. 10/2003-1/2005                          AT&T                                                   OKC,OK Customer Care Rep §  Handles customer question, complaints, and billing inquiries with the highest degree of courtesy and professionalism. §  Offers alternative solutions where appropriate with the objective of retaining customers business. §  Handles business transactions in connection with activation new customer accounts on a computer terminal. §  Communicates with customers using web-based tools and demonstrates the associated proficiency. 1/2003-10/2003                   Al a Mode                                                   OKC,OK Software Support Tech §  Work with users or review requests for services or other information to identify for requirements for information services. §  Coordinates with operations for applications staff, contractors as needed. §  Assisting in reviewing and analyzing problems and determining solutions. §  Provide assistance to users on various types of software. 7/2001-7/2003                        DHS                                                       OKC,OK Information System Service Coordinator II §  Provide support for 8000 users and 800 servers for the state of Oklahoma. §  Confer with users or review requests for services other information to identify requirements for information services. §  Coordinates with operations for applications staff, contractor, and vendors as §  Needed to provide required services or support. §  Used Remedy tracking system to track all of the customer’s accounts. §  Coordinates requirements for testing, production, scheduling and other actions between technical and operations units. §  Assisting in reviewing and analyzing problems and determining solutions. §  Provide assistance to users on various types of software and hardware. 12/2000-7/2001              Oklahoma Student Loan                              OKC,OK IT Tech/Helpdesk §  Consult with appropriate operations or applications staff to identify needs for reports of other production requirements. §  Provide assistance in identifying available services and providing coordination between users and service staff. §  Maintain inventory management information services equipment, supplies and materials. §  Review technical publications other information to view new technology and improvements in hardware or software. §  Make recommendations concerning new purchase, changes in contracts or other actions. §  Install new hardware and software to create new workstations. §  Monitor servers and mainframe for daily traffic.
Education	1987-1988                     Bethany College                             Lindsburg,KS §   Computer Science Major §   Completed 30 hrs. 1989/1991-01/02-7/02      Rose State College                                     OKC,OK •     Associate of Applied Science •     GPA  3.56 07/2000-11/2001                Demarge College                                       OKC,OK Degree as a Computer Tech. ▪      Windows NT, 95-2000, XP home & professional ▪      GPA  3.7        Internship: Installing 32 computers and 12 servers for a new facility 9/2003-6/2005                 New Horizon Tech School                            OKC,OK Study for A+, Network+ Certifications 9/2009-Present                         SNU                                                     OKC,OK  Course of Study: Network Management (BA in Applied Science)

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