Technology Support Analyst Resume
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CAREER OBJECTIVE
Experienced computer professional seeks a position as a Technology Support Analyst.
CERTIFICATIONS
Certified Sun Solaris System Administrator
Certified Sun Network System Administrator
EDUCATION
B.S., Computer Science & Math, Southern University, Baton Rouge, Louisiana,
M.S., Information Technology, Southern Polytechnic State University, Marietta, GA (expected date of graduation – )
BACKGROUND SUMMARY
Energetic system engineer with strong mathematical skills. Joined Sun Microsystems as a Best of the Best (BoB) recruit and gained specialized expertise in Kernel core analysis, system performance and tuning.
TECHNICAL SKILLS
Operating Systems: Windows /NT/XP, Unix, Linux, DOS, Solaris, SunOS ..
Hardware: Macintosh, Gateway, Compaq, Dell, Toshiba Desktops; IBM PC’s and compatibles; Sun Workstations
Languages: C, C++, Cobol, Pascal, Assembly, Visual Basic
Applications: Microsoft Office Suite, MS Internet Explorer, MS Outlook Express, MS Exchange, Active Directory, Cisco VPN Client, MeetingTime, Blackberry Enterprise Manger, Solstice Adminsuite, OpenWindows, CDE, Lotus Notes, Lotus --, Netscape, Clarify, Remedy, Polaris, Rumba (ICOMS), CM Stats and other Debugger tools.
PROFESSIONAL EXPERIENCE
COX COMMUNICATIONS, Alpharetta, Georgia – present
Helpdesk Coordinator
Provided technical telephone support for internal Cox employees nationwide.
StaffMark - CONVERGENT , Alpharetta, Georgia -
Lead Technical Service Coordinator
Supported the daily activities of the Business Television (BTV) Help Desk. Answered inbound client calls and controlled the case management process. Case management process included conducting the appropriate technical troubleshooting; escalating calls to the next level of technical support and dispatching cases as necessary. Maintained knowledge of all the equipment, various configurations and contract requirements utilized within BTV networks.
STONE MOUNTAIN HIGH SCHOOL, Stone Mountain, Georgia -
Mathematics Teacher
Educate students on the concepts of algebra, the structures and principles that govern the manipulation of symbols, and the relevance of mathematics beyond the classroom.
COX COMMUNICATIONS, Baton Rouge, Louisiana -
Broadband Technical Representative
Identified and resolved technical issues involving internet access, email, and web pages for business and residential customers. Handled inbound and outbound telephone calls, email, and personnel requests by using professional and proactive technical support customer service and call control techniques via the AS/, ICOMS, KANA, Polaris, and Remedy database environments. Assisted and trained fellow representatives on operational commands, multi-part troubleshooting, and various day-to-day operations.
SUN MICROSYSTEMS, Broomfield, Colorado - Associate Engineer
Worked with engineers in the following Vertical Teams for technical support of Sun Products: Kernel, Unix, Network, Languages, Storage, Systems and Hardware. Worked closely with customers to resolve technical issues with system software. Performed Kernel support for parameter settings, assembly, source code debugging and core file analysis. Worked closely with field support teams on hardware and software fault determination, and on Solaris specific issues. Interfaced and provided technical support to engineers from the following companies to resolve Kernel related issues: Fidelity, MCI, AT&T Broadband, Sprint, Lucent Technologies and Cisco. Worked closely with customers to resolve technical issues with system software.
UNITED STATES GEOLOGICAL SURVEY (USGS), Baton Rouge, Louisiana
Assistant System Administrator
Installed new Sun, Dell and Micron systems. Upgraded computers to Windows and Windows NT. Performed YK updates and diagnosis. Administered user accounts and performed system backup and recovery. Performed system monitoring, administration, and network troubleshooting.
PROFESSIONAL DEVELOPMENT
Solaris . System Admin. I and II
Solaris . Network Administration
Solaris Internals
Performance and Tuning
Core File Analysis
Advanced Core File Analysis
