Systems Support Analyst Resume Sample

SYSTEMS SUPPORT ANALYST: Seasoned professional with more than four years of experience providing support for enterprise level systems in a 24/7 environment. Accomplished hardware expert with extensive background in builds, upgrades, and troubleshooting. Highly effective help desk analyst with superior skills in remote support of software and connectivity issues. Knowledgeable in industry-dominant programming languages.

STRENGTHS:

* System Builds & Installs
* Tier I & II Support
* QA Testing
* Migrations & Deployments
* Special Projects
* Help Desk
* Hardware Repair & Upgrades
* Backup & Recovery
* Problem Solving

PROFICIENCIES:

OS/Platforms: MS Windows 9x/NT/2000/XP/2003 Server & Workstation, UNIX
Applications/Tools: Exadel/Eclipse, Ghost, Macromedia Dreamweaver, MS Office Suite (Access, Excel, Outlook, PowerPoint, Word), SMS, Symantec AV

Networking: LAN/WAN/RAS/VPN, DHCP, DNS, TCP/IP

Languages: C, C++, HTML, Java, JavaScript, SQL, VB

Hardware: PC-based desktops, laptops, PDAs, Blackberry handheld, file, mail, and domain servers

ACHIEVEMENTS:

ABC FINANCIAL, Miami, FL, 20xx to Present

Senior Systems Support Analyst: Provide hardware, software, and connectivity expertise supporting more than 10,000 users at multiple physically diverse locations in a 24/7 Windows 2000/2003 environment. Support on-site and remote users for software issues via the Help Desk. Perform hardware maintenance, repair, upgrade, and diagnostics, including software, patches, and operating system installs. Build and deploy new server and workstation equipment. Serve as “runner” to resolve complex hardware issues at workstation.

* Served as integral team member during site-wide PC upgrade project. Saved all user data and personal settings; performed build. Ensured full operability and access to authorized programs, systems, and network resources. Completed the highest number of upgrades in group and received the highest user satisfaction performance rating.

* Assisted with development and implementation of the E-Forms purchasing and ticket tracking web site that eliminated paper processing. Developed page in HTML using Outlook and a HEAT database. Currently upgrading to Java to allow server-side scripting.

* Achieved a 90% success rate for first-call issues resolution.

BCD ENTERPRISES, Miami, FL, 20xx to 20xx

Systems Support Analyst: Directed personnel engaged in the assembly of custom computer systems; ensured operational compliance with productivity and quality standards. Assessed connectivity issues; installed and configured TCP/IP, the Simple Network Management Protocol (SNMP), the Dynamic Host Configuration Protocol (DHCP), Windows Internet Name Service (WINS), and Domain Name Service (DNS) within environments utilizing frame relay network communications topology. Provided technical support; resolved hardware/software issues via telephone and on site.

EDUCATION:

Bachelor of Science Degree in Computer Information Systems (20xx), XYZ University, Miami, FL
Professional Development: Advanced PC Troubleshooting

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