Help Desk II Resume

Title

Help Desk II

Primary Skills

UNIX, SunSolaris, LINUX, JIRA, .NET

Location
US-NY-Elmont (will consider relocating)

Posted
Apr-05-10

RESUME DETAILS

PROFESSIONAL SUMMARY

Focused, resourceful Senior Help Desk Support Specialist
with 10+ years experience providing top-notch service,
setting high standards and exceeding expectations. Extensive
background in process improvement, LAN/WAN, UNIX, Solaris,
Linux, and NT server support, training, documentation and
reporting; working knowledge of Web development. Committed
to helping organizations achieve maximum benefit from their
IT investment, through meticulous system/network management,
exceptional user support, proactive technical
troubleshooting and departmental improvements through system
changes and thorough training. Hold MBA in MIS and BS degree
in Computer Science.
* Keen aptitude for both learning and applying new
concepts/skills quickly.
* Consistently demonstrate practical yet imaginative
approaches to service delivery, workflow management and
process improvement.
* Intuitive and analytical, assessing system/network
issues and developing strategies for quick resolution.
* Committed to responsive end-user services, approaching
all support issues with patience, flexibility and a soothing
desk-side manner.

TECHNICAL SKILLS
LANGUAGES: FLEX, C++, .NET, PHP, Java, XML, HTML, CSS, MySQL,
SQL Server, SSQL, Groovy
DATABASES: ORACLE, MySQL
TICKETING: JIRA, Remedy, Magic
PLATFORMS: SunSolaris, Solaris SPARC, UNIX & Linux [all
flavors], Windows XX/NT/Vista
NETWORKING:
BACKUP: Veritas Netbackup, dump, tar, cpio
ADMIN TOOLS: Solstice Admin Suite, phpMyAdmin,
SQLiteManager, vmstat, onstat, netstat, nfsstat
NETWORKING: ftp, DNS, NFS, NIS, telnet, ifconfig,
automount and sendmail
NETWORK MONITORING TOOLS/SWITCHES: BigIP, Alteon, Nagios,
Hyperic Enterprise Edition
WWW SERVERS AND CLIENTS: LAMP, WAMP, Apache, IIS
VIRTUALIZATION: XEN, VMware Workstation, VirtualBox
SECURITY: SSH2, TCP/Wrappers
MISC: MS Visual Studio, MS SQL Server, MS Office

PROFESSIONAL EXPERIENCE
MINDSPARK INTERACTIVE, White Plains, NY; 02/2005 - Present
IT REMOTE SUPPORT SPECIALIST 2; 5 years
Vital resource troubleshooting site/server issues and
providing site support via phone calls, emails and various
electronic communications. Monitor and maintain search
portal production and staging systems consisting of Solaris,
Linux and NT servers. Perform Xen VM storage migrations,
production physical server upgrades and reboots through Xen
console. Consistently successful in resolving trouble
tickets and staying current with daily production releases.
KEY ACCOMPLISHMENTS:
* Highly effective in coordinating maintenance CCMs,
making sure every step is completed successfully by each
department and all tickets are updated properly. Initiate
conference calls with technicians if necessary and act as
liaison between department heads and vendors.
* Changed the procedures for creating tickets, cutting
response time down to 5 minutes. Presented response times as
selling point for outsourced Help Desk services to potential
partners.
* Thoroughly train all new operators that join the
department.
Environment: Solaris, Linux, NT servers

MTA, New York City Transit, All Boroughs, NY; 09/ 2004 -
05/2005
NETWORK ENGINEER (Intern); 9 months
Proactive contributor, aggressively tackling all projects
with a positive attitude and a sense of urgency. Configured,
installed and maintained LAN/WAN equipment, such as,
routers, switches and CSU/DSUs. Provided consistent support
for LAN/WAN technologies such as Token Ring, FDDI, Ethernet
and frame relay. Used tools such as Fluke to analyze
networks and test connectivity. Activated and configured
network jacks.
KEY ACCOMPLISHMENTS:
* Praised by management for dependability, enthusiasm and
dedication.
* Acquired thorough networking knowledge, currently
employing to complete CCNA Certification.
Environment: LAN/WAN, Token Ring, FDDI, Ethernet, frame
relay

KEYSPAN HOME ENERGY SERVICES, College Point, NY; 09/2003 -
02/2004
CUSTOMER SERVICE REPRESENTATIVE; 6 months
KEY ACCOMPLISHMENTS:
* Improved company's bottom line by continuously
exceeding sales quotas for heating maintenance contracts.
* Adept at staying on-task and on-time in call center
environment. Lauded for strengths in developing new business
and high-energy work ethic.

ADECCO, College Point, NY; 09/1998 - 05/2003
LEAD UNIX SYSTEMS OPERATOR/TECHNICAL WRITER; 4 years 8
months
Managed nightly turnover, documenting and reporting network
performance and fault history information. Scheduled file
system backups and data retrieval from files and file
systems. Facilitated communication between vendors and the
Operations Department.
KEY ACCOMPLISHMENTS:
* Specifically recruited by company to create and
continuously update an Operations Manual, ensuring written
procedures and saving $50K for a full-time Technical Writer.
* Company was eliminating AS400 machines; helped
transition by learning AS400 procedures and teaching long-
term Operators how to perform their responsibilities on UNIX
machines.
* Introduced an online shift turnover, enabling managers
of other departments to access information and discover if
any requests they had made for reports, backups, restores
etc. were successful.
Environment: AS400, UNIX

ADDITIONAL EXPERIENCE
From 11/2008 - 01/2009, served as paid Consultant for local
Church and their School.
Removed viruses from Church's wireless network and removed
viruses from School's wireless network after reenabling the
network. Also reinstalled timeclock software, as it was
connected to the network and workers were not able to swipe
their timecards if the network was not working.

PREVIOUS EXPERIENCE
Moskowitz Jacobs, Inc: Data Systems Analyst
Euronet Computer Services: UNIX Systems Operator

PROFESSIONAL TRAINING
Certificate in C/C++/UNIX Administration
Certificate in PERL Programming
Certificate in UNIXr and Linuxr Security

EDUCATION
New York Institute Of Technology, New York, NY
M.B.A., Management of Information Systems, 2006

Adelphi University, Garden City, NY
B.S., Computer Science [Mathematics]

Certifications

See above

CONTACT DETAILS

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