Technical Support Operations Analyst - Computer Software Programming
Technical Support Operations Analyst   - Computer Software Programming
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Technical Support Operations Analyst Resume


Desired Industry: Computer Software/Programming SpiderID: 5546
Desired Job Location: San Jose, California Date Posted: 2/22/2006
Type of Position: Full-Time Temporary Availability Date:
Desired Wage:
U.S. Work Authorization: Yes
Job Level: Experienced with over 2 years experience Willing to Travel: Yes, 50-75%
Highest Degree Attained: Bachelors Willing to Relocate: Yes


Objective:
Internal Help Desk Subject Matter Expert and lead escalation point/subject matter expert for remote access issues such as VPN, RAS, IPASS dial up.

Provided comprehensive first and second level troubleshooting for all internal problems relating to software, hardware, internet and or networking issues for 15,000 users globally.

Mentored Help Desk Analysts. I was responsible for documenting daily operations procedures and keeping my teammates advised of steps to mitigate issues.

I was the designated liaison between the IT Help Desk and Network Operations.

Maintained a customer satisfaction rating of 4.6 (on a scale of 1 to 5 with 5 being most satisfied).

At Wave Systems in San Jose, CA, I supervised Quality Assurance and front office personnel, interfaced with approved vendors and existing customers regarding quality issues.

Responsible for designing, creating, maintaining and managing my own
eCommerce online retail store, “STOP LOOK ‘N SHOP” , www.stoplooknshop.com.

Over eight years of IT experience with companies like Peoplesoft/Oracle, KLA-Tencor, Cisco Systems, Intel Corporation.

Main Remote Access Subject Matter Expert person for remote connectivity issues within the Help Desk.

Certified Cisco Network Associate CCNA (Certification)
CompTIA Network + Professional (Certification)

Completed a CCNA certification preparation class (instructor lead, online, 40% hands-on lab work) through the Cisco Networking Academy.
Certification received before course completion.


Experience:
Oracle/PeopleSoft Inc., Pleasanton, CA/ Tek Systems, San Jose , CA 10/02 to 04/05
Technical Support Operations Analyst
(Information Technology- Technical Support Operations)
Subject matter expert and lead escalation point for remote access issues (VPN, RAS, IPASS dial up) issues. Responsible for managing the remote access ticket queue.
Analyzed complex remote access issues and resolving tickets escalated.
Initiated, developed and published a step by step troubleshooting guide for VPN connectivity issues relating to Cisco VPN client upgrade.
Was chosen to participate in testing new software/upgrades before deployment.
Proposed solutions and contributed to the development of technical documents, relating to known VPN issues for knowledgebase documentation.
Helped develop and implement a process to utilize a checklist integrated into the Vantive/ Northstar call tracking system.
Was appointed as a backup subject matter expert for Psynergy financial systems issues, worked closely with second level application support group to recognize trends, identify root cause and resolve escalated issues.
Provided comprehensive first and second level troubleshooting for all internal problems relating to software, hardware or networking issues.
Responded to, researched and accurately resolved first level technical calls utilizing an internal technical knowledgebase (CasePoint/Eureka).
Consistently contributed to the team FCR of 66%
At PeopleSoft in the help desk, we had subject matter experts (SME) by support area. I was able to step into the SME role for networking support because I had been actively been pursuing the requirements to obtain my certifications in CCNA and CCNP. This allowed me to work in a second level support capacity. Where all networking issues were assigned to me for resolution and/or escalation to Network Operations. This included remote access issues, VPN, Ipass and RAS.
I also worked closely with the Network Operations team to test new versions of remote access software prior to rollout. Additionally, I was the liaison to Network Operations communicating outages and trends. As the SME for TSO I was responsible for documenting and keeping my teammates advised of steps to mitigate issues.


KLA-Tencor/Superior Design Corporation, San Jose, CA 11/99 to 10/01
Support Service Administrator, Printer Support Administrator, Technical Support Analyst
(Global Frontline Support Help Desk, Information Technology Department)

Network and Systems Account Administration ( main role)
Administered all local and global new hire network security access and systems account requests.
Took on the role as the escalation point for new hire account administration and service request inquiries.
Attended a weekly scheduled New Hire Team Process Meeting.

Printer Support (secondary role)
Provided second-level hands-on network/local printer troubleshooting, support and administration for internal users.
IP address assignment and administration.
Printer queue administration on Windows 2000 print servers.
Responded to urgent Priority 1 (P1) network printer-related escalations.

Technical Support
Provided first-tier frontline technical support for 5,000 internal users globally.
Managed incoming phone, web, and email trouble requests.



Education:
Online training classes:

Building Cisco Multilayer Switched Networks (Knowledgenet/PeopleSoft, Inc. 2004 )
Cisco Voice over IP (Knowledgenet/ PeopleSoft, Inc. 2004)
Cisco Internetworking Troubleshooting (Knowledgenet/ PeopleSoft, Inc. 2004 )
Cisco Advanced Wireless (Knowledgenet/ PeopleSoft, Inc. 2004 )
Certified Wireless Network Administration ( self study 2004 )

Instructor-led classses:
CCNA Preparation Course (Cisco Networking Academy/Mission College, Santa Clara)
MS Windows 2000 Professional and Server Administration ( Mission College, Santa Clara)
Local Area Networks (De Anza College, Cupertino, CA)
Wide Area Networks (De Anza College, Cupertino, CA)
Introduction to Data Communications and Networking (De Anza College, Cupertino)


Skills:
Certified Cisco Network Associate CCNA (Certification)
CompTIA Network + Professional (Certification)

Completed a CCNA certification preparation class (instructor lead, online, 40% hands-on lab work) through the Cisco Networking Academy.
Certification received before course completion.

In a training lab environment, configured a Cisco Router 2500 ( IOS ver. 12) and brought up a new Cisco Catalyst 1900. Assembled and tested the appropriate types of wiring cables, and installed a network drop to simulate an IDF or MDF environment (horizontal cross connect from the workstation, hub, to the punch down panels, patch panels, routers and switches). Internetworked 5 Cisco routers and Catalyst switches, and tested network connectivity between them.

Practical knowledge and application of TCP/IP


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