Senior Tech Support Analyst Sample Resume Format in Word Free Download

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Joy Fitzgibbons

P.O. Box 26001 ~ Colorado Springs, CO  80001

Mobile:  719-494-9876 ~ Email:  joy@yahoo.com

Summary

Accomplished Information Technology Professional with over 10 years experience in Computer Operations, Security, Technical Help Desk and Call Center support. Progressive computer/network operations experience in large global data centers with mixed computing environments including Solaris, AIX and Window 20xx technologies. Excellent leadership, communication and diagnostic skills. Highly motivated and confident in making independent decisions.

TECHNOLOGIES

Exchange

Sun Solaris

AIX                                              

BMC Patrol

Heat

HP Openview                     

Remedy                                                  

Windows Server 20xx

Linux

PROFESSIONAL EXPERIENCE

Visa International/Cybersource, Highlands Ranch, CO                                                                                                2005 – Present

Global Financial and Retail electronic payments organization.

Senior Tech Support Analyst

·         Responsible for monitoring and responding to alerts within a 6000+ server open systems server infrastructure.

·         Troubleshot application, server and connectivity issues for a mixed UNIX (AIX, Solaris and Linux) and Windows environment.

·         Performed weekly code pushes on Linux clusters for customer facing applications.

·         Provided 1^st level support for customer call center applications.

·         Responsible for performing nightly health checks on Visa fraud servers.

·         Accessed Windows servers via Remote Desktop to restart services and collect error log files.

·         Escalated issues to 2^nd and 3^rd level support groups for resolution and maintained communications with customers and technical teams.

·         Coordinated problem calls and updated problem tickets with accurate descriptions of the problems, actions taken and resolutions.

·         Traveled internationally and successfully trained newly hired staff at a Singapore based operations center.

·         Maintained 24x7 scheduling for 25 staff member at 3 global operations centers.

Memorial Hospital, Colorado Springs, CO                                                                                            2004 - 2005      

Provider of comprehensive health care services in southern Colorado.

Security Access Analyst/IS Operations

·         Responsible for multi-platform information systems security analysis.

·         Maintained user account security for applications running on Windows 20xx, UNIX and a/s 400 servers.

·         Evaluated, coordinated and resolved Network, OS and Application level issues.

·         Evaluated, tested and implemented Websense global policy changes for web use filtering/monitoring.

·         Used SMS tool to remotely troubleshoot and resolve end user workstation and application problems.

·         Managed critical medical system maintenances and backups.

MCI, Colorado Springs, CO                                                                                                                         1999 - 2003

Global provider of personal and business telecommunications services.

Network Engineer II/Tools Support

·         Provided technical support for global IT infrastructure supporting 2000+ Mid-range servers in the U.S. and overseas.

·         Performed system level troubleshooting, analysis and problem resolution required to maintain or restore service on MCI’s wide area networks.

·         Troubleshot hardware, software and connectivity issues for a mixed UNIX, AIX, and Windows NT/2000 environment.

·         Coordinated, resolved and accurately documented global midrange systems, application and operating system issues using the Remedy ticketing system.

·         Performed circuit testing on DS1/DS3 telecommunication circuits.

·         Escalated issues as needed and maintained communications with technical and management teams.

·         Redesigned and consolidated a large scale Network Operations Center using BMC Patrol software tools.

·         Created redundant systems and monitoring center at a remote location.

·         Installed a Windows NT based training center.

·         Created platform support training material for team members.   

EDUCATION & CERTIFICATIONS

Certificate, Network and Systems Administration – Denver Technical College, Colorado Springs, Colorado

B.S., Management – Park College, Parkville, Missouri (Cum Laude)

15 credit hours completed towards an M.B.A. in Finance-Regis University, Colorado Springs, Colorado

Certificate, Microsoft Certified Professional (MCP)

Certificate, BMC Patrol Administration for Unix (Basic and Developer)

Certificate, BMC Patrol Enterprise Manager Administration (Basic)

Certificate, ITIL Basics

Training, System Administration for the Solaris 9 Operating System (SA-239).

Training, Administration for the Solaris 9 Operating System (SA-399).

Training, Web Programming.

MILITARY

U.S. Army/U.S. Army Reserves        

Still Photographic Specialist

358th MP CO, U.S. Army and Army Reserve, 1st Infantry and 2nd Armored (forward) Divisions, (Unit activated for Operation Desert Storm).

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