Infrastructure Support Analyst Resume Samples

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A Graham

Abagail

Graham

883 Bauch Pine

Dallas

+1 (555) 897 7238

883 Bauch Pine

Dallas

Phone

p +1 (555) 897 7238

Experience Experience

New York, NY

Infrastructure Support Analyst

New York, NY

Wilkinson-Schowalter

New York, NY

Infrastructure Support Analyst

Interface with Capacity Engineers to create new work flows for process improvement
Maintain/manage capacity demand management reports & related documents in a centralized repository
Assist with installation of server security patches
Provide support to business and manufacturing processes during afterhours and weekends
Basic troubleshooting and working Knowledge on MS office, MS Outlook, Citrix, WinXP, Blackberry, Win 7 etc
Incident, Request Fulfilment, Event Management as part of a 24x7 operations team
Basic Concepts and troubleshooting knowledge on LAN/WAN networking infrastructure

Phoenix, AZ

Wintel Infrastructure Support Analyst

Phoenix, AZ

Price, Kihn and Hammes

Phoenix, AZ

Wintel Infrastructure Support Analyst

Project Management – managing key work programs (eg. System upgrades) to successful completion
Performing OS Break/fix work
Manage changing daily priorities based on classification and impact
Automation – developing new automation items using tools such as cfengine, ITPAM
Identify opportunities for improvement and increased efficiency
Liaising with all LOBs to ensure close partnership & assistance in break remediation
Operating system remediation according to risk standards

present

Houston, TX

Software Deployment Infrastructure Support Analyst

Houston, TX

Reynolds-Kemmer

present

Houston, TX

Software Deployment Infrastructure Support Analyst

present

Work with SCCM engineering team on incident and problem management within SCCM/SQL infrastructure
Support daily operation of developer software portal (RAD) for developer community
Ensure best practice of Change management processes are followed during software deployments
Action all types of service requests including - Massive software deployment requests - Single installation requests - Software package request (new production package, replicate package to other location and retire production package) from service request tool. - Software audits
Maintain and support Microsoft SCCM and SQL infrastructure, provide software deployment services to users
Provide second and third level support related to SCCM and Software deployment via chat/email/phone.
Perform technical contact test of new software package and obtain business signoff from requester

Education Education

Bachelor’s Degree in Initiative

Kennesaw State University

Bachelor’s Degree in Initiative

Skills Skills

Excellent technical knowledge of Windows Domains and Active Directory
Strong technical knowledge of Windows 7/10, Office 2010/13/16, and Apple iOS
Strong technical knowledge of Windows server, SQL server, IIS, SharePoint, SAN Technology (EqualLogic), VMWARE ESX, and NetBackup
Very strong working knowledge and experience of supporting laptops and remote connectivity via VPN
Excellent analytical, evaluative and problem solving abilities
Excellent customer service orientation
Excellent interpersonal skills
Excellent written and oral communication skills
Excellent understanding and use of TCP/IP protocols
Ability to effectively prioritize and execute tasks in a high-pressure environment

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MQ Level Infrastructure Support Analyst Resume Examples & Samples

Provide SME support for a unique portfolio of messaging and integrationtechnologies on distributed systems
Work withapplication teamsto understand theirmessaging requirements, and create the necessary configurations for the applications to use the services
Participate in a follow the sun oncall Level 3rotation
Handle escalations from Level 2 support teams, join production outage bridges andprovide proper root cause analysis
Automate manual operational procedures
Troubleshoot infrastructure problems within a specific application environment or between multiple messaging environments
Create runbook procedures
Monitor Capacity
Strong Distributed Systems background required
5 years hands on system administration experience with IBM WebSphereMQ on distributed systems
Experience with deploying/supporting MQ as centralized infrastructure
Experience with automating using Perl and/or Python is a must
Experience with SSL
Experience with WebSphere Message Broker
Strong analytical skills in troubleshooting problems on distributed systems at the MQ and OS levels
Ability to work with groups across a large organization
Strong communication skills and the ability to work with a global team

Software Deployment Infrastructure Support Analyst Resume Examples & Samples

Maintain and support Microsoft SCCM and SQL infrastructure, provide software deployment services to users
Action all types of service requests including - Massive software deployment requests - Single installation requests - Software package request (new production package, replicate package to other location and retire production package) from service request tool. - Software audits
Perform daily SCCM infrastructure health checks and update status appropriately
Carry out baseline patching for SCCM servers
Trouble shooting SCCM and SQL infrastructure issue
Monitoring performance of SCCM and SQL infrastructure
Work with SCCM engineering team on incident and problem management within SCCM/SQL infrastructure
Carry out break fix activities on SCCM servers
Implement and rollout new SCCM infrastructure according to the Engineering teams specifications
Scheduling software deployment based on user request via Microsoft SCCM server
Managing software package repository on SCCM server
Action different type of audit request against SCCM inventory
Liaise, coordinate and follow-up with different parties during software deployment life cycle
Perform cleanup after software deployment if required
Perform internal package test of new software package
Perform technical contact test of new software package and obtain business signoff from requester
Properly escalate incident and problem to next level within the team
Escalate to product owner or Software Asset Management (SAM) team for licensing related enquires and issues
Ensure best practice of Change management processes are followed during software deployments
Support daily operation of developer software portal (RAD) for developer community
Provide second and third level support related to SCCM and Software deployment via chat/email/phone
Regular global weekend support based on call roster
Occasional out of hours work
Degree graduate in technology or any other relevant disciplines
Minimum 5 - 10 years of relevant work experience
Microsoft SCCM 2007 certification highly regarded
Microsoft SQL 2005/2008 Database administrator certification
Essential Technical Skills
Microsoft SCCM, Microsoft MSI, Microsoft SQL, Oracle SQL, Wintel Active Directory, Network fundamentals
Interpersonal Skills
Good communication skills, stakeholder management, work under pressure in fast pace environment, good team player, self starter
Other Essential Skills
Application re-packaging
This is a 12 months contract position with the potential to renew or convert to permanent

System & Infrastructure Support Analyst Resume Examples & Samples

Provide infrastructure, systems and applications Level 1 and Level 2 support across all functions of the business
Day-to-Day management of the service desk including being point of contact for ticket escalation and prioritisation
Liaise with third party suppliers to resolve system and infrastructure related issues
IT related Degree or relevant professional qualification and experience
At least 2 years' experience working in a support environment
Experience in Microsoft products such as Windows Server 2008/2012, Active Directory, Exchange 2010

Infrastructure Support Analyst Resume Examples & Samples

Full responsibility for supporting all IT infrastructures within the production, DR and UAT environments, which includes but not limited to, Managed Hosted data centres and outsourced services (EC2)
Assist in the process of supporting the companies IT security strategy confirming that all security policies are documented and implemented in a timely manner to mitigate all risk
Implement and oversee standard IT practices for the hosted data centres which includes; Anti-Virus, Backups, Security Patches, Service and system monitoring, service upgrades and enhancements
Assist in client implementations taking full responsibility for addressing all connectivity and security requirements
Oversee the Managed Hosted data centres to confirm they are providing and adhering to agreed service levels while providing a high level of excellence in the delivery of the service and support
Build and maintain vendor relationships in the management and purchase of hardware and software products
Work with and communicate to all customers, internal technical staff, and data centre providers through implementations and any service incidents that arise and work to achieve a positive outcome in the shortest possible timeframe
Maintain their reputation for high-quality service support and delivery
Contribute to all aspects of general business improvement
Experience of networking technologies including site-to-site VPN's. Preferably accredited to Cisco CCNA or equivalent
Experience of Microsoft server and desktop support technologies. Preferably to MCP standard or equivalent
Previous experience within a infrastructure support position with the financial industry
Experience of project delivery life-cycles, in accordance with industry good practice
Support experience of transactional/real-time services in the banking industry - either wholesale or retail
Experience preferred on Swift technologies, an individual who either has the ability or is quick to learn how to identify issues with 15022 or 20022 messaging formats, RMA process, good understanding of MQHA. Troubleshooting Swift connectivity issues including SNL, SAG and VPN access
Good technical background, a generalist of all technologies. Most desirable experience of databases/SQL (ability to create and run own queries), MQ (any variant), SWIFT, ISO15022, ISO20022, FIX, XML, MQ, messaging authentication certification techniques and secure FTP environments
Ability to work with Outsource partners to provide a highly resilient infrastructure while keeping ahead of the technical curve and building for the future demands of the business

Distributed MQ Infrastructure Support Analyst Resume Examples & Samples

Work with application teams to understand their messaging requirements, and create the necessary configurations for the applications to use the services
Participate in a follow the sun oncall Level 3 rotation
Handle escalations from Level 2 support teams, join production outage bridges and provide proper root cause analysis
Work closely with the Engineering teams to install, deploy and maintain the messaging products
Schedule and perform product upgrades
Open and track bugs reports with Vendors
Work on migrating messaging infrastructure from legacy AIX platforms to next generation LINUX platforms
Track and perform root cause analysis
3+ years MQ system administration hands on experience with IBM WebSphereMQ on distributed systems
Experience with delivering quality, secure messaging solutions to Lines of Business
Hands on experience with SSL

Infrastructure Support Analyst Resume Examples & Samples

Full responsibility for all IT infrastructures within organization, which includes but not limited to, corporate office, Managed Hosted data centres and outsourced services
Assist in the management and oversee the company's IT security strategy confirming that all security policies are documented and implemented in a timely manner to mitigate all risk
Direct, implement and oversee standard IT practices for the corporate office and hosted data centres which includes; Anti-Virus, Backups, Security Patches, Service and system monitoring, service upgrades and enhancements
Oversee and manage the Company's Managed Hosted data centres to confirm they are providing and adhering to agreed service levels while providing a high level of excellence in the delivery of the service and support
Managing the purchasing of all software and hardware and ensure the assets are tagged, documented and maintained responsibly
Maintain the company's reputation for high-quality service support and delivery
SWIFT, ISO15022, ISO20022, FIX, XML, messaging authentication/certification techniques
SWIFT - the ability to identity issues with 15022 or 20022 messaging formats, RMA process, troubleshooting Swift connectivity issues including SNL, SAG, HSM management
Must have worked on, supported and / or installed version 7 SNL/SAG/SAA
Must have experience of SAA for Crest
Windows Server 2012
Experience of DNS / DHCP / Group Policy and File Replications
Excellent technical knowledge of Windows Domains and Active Directory
Microsoft Exchange 2007
Windows Operating System, inc. Win 7/8
Excellent understanding and use of TCP/IP protocols
Experience of networking technologies and topologies, including Site-to-Site VPN Tunnels
VMWare, ability to create or modify a virtual server, understanding and deploy VMotion and DRS
Good understanding of VPN connectivity's
Administration and Troubleshooting Microsoft Operating systems and applications
Must have Excellent troubleshooting skills to resolve problem under pressure
MCP / MCSA / MCSE Certifications
Server Virtualisation Technologies
McAfee Antivirus Software
Previous experience as a infrastructure support position within the financial industry or experience working with financial messaging
Good written and clear verbal communication skills
Encompasses from 1st Line support to 3rd Line Support - all rounder
Crest GUI and CRNet via Swift
Security Auditing and Experience of patch management deployment / Windows Software Update Services
Experience of databases/SQL (ability to create and run own queries)
IBM WebSphere MQ
Secure FTP File Transfer
Connect:Direct File Transfer
Citrix XenApps
Swift Bureau certification
Management of relationships with third parties and suppliers
Basic understanding of phone system preferably Mitel
Preferably accredited to Cisco CCNA or equivalent
Hardware Experiences ( HP / Dell ) Laptop/ Desktop / Servers
Very strong working knowledge and experience of supporting laptops and remote connectivity via VPN
Experience of alerting, monitoring and management of systems
Keep operational documentation up-to-date

Infrastructure Support Analyst Resume Examples & Samples

5+ years' experience of exposure to many different environments and platforms
Microsoft Server Operating Systems configuration and troubleshooting, in particular Server 2008 R2
Microsoft Exchange configuration and troubleshooting, specifically Exchange 2007/2010 and Office 365
Microsoft Powershell scripting
VMware ESXi 5.x configuration and troubleshooting - MUST have VCP certification or completed training for exam
Switch installation, configuration and troubleshooting
Experience with firewall setup and management
Experience with a variety of backup technologies and methods, ideally Veeam and Symantec Backup Exec
Proposal and business case and report writing
A previous Client/Customer-facing or in-house IT role and demonstrable evidence that you thrived on this
At least an awareness of virtualisation technologies

Infrastructure Support Analyst Resume Examples & Samples

Installing software, patches, and updates on workstations and laptops
Troubleshooting basic network, software, and printing problems
Managing Users and Computers through Active Directory
Troubleshooting and replacing hardware
Experience with Market Data Applications (Bloomberg, Reuters)
Administering Backup Servers
Remote Access setup and troubleshooting via Citrix

Internal Audit Infrastructure Support Analyst Resume Examples & Samples

Typically 2+ years of related experience in IT or Business Services
Basic project management skills
Advanced Excel and macro type programing
Qlikview, SharePoint and web maintenance
Access database experience
IT and knowledge of data analytics

Site Infrastructure Support Analyst Resume Examples & Samples

Must reside within a 50 mile radius of Tualatin, OR facility; no relocation benefit offered
Other IT Infrastructure (working knowledge) – network, servers, storage, phone systems
Use of ticketing system and meeting Service Level Agreements
Associate Degree in business or technology
Experience with Customer Service
Excellent Communication skills(written and verbal)

Site Infrastructure Support Analyst Resume Examples & Samples

Deployment, configuration and 2nd/3rd level support of mobile devices, printers, PC/laptop hardware, PC/laptop operating system and standard productivity software for internal IT users at locations within a geographic Zone
Follow standard ITSM processes of Asset Management, Change Management, Incident Management, Request Management, Problem Management and Project Management to serve internal IT users and drive high performance against operational metrics
PC Lifecycle Management, including Provisioning, Asset Management and Disposal. May also assist with disposal of other IT assets
Assist with support of various site-based IT systems that are not supported by Enterprise IT teams. This varies widely from site to site
Participate as part of a team related to trouble-shooting and resolution of larger IT System issues. May also participate in efforts related to Root Cause Analysis and Problem Management
Participate in internal audits related to IT processes, procedures and systems
Influence IT budgeting, forecasting and spending for SIS and Site IT budgets
Must be legally authorized to work in the United States without company sponsorship on an ongoing basis
Candidate must reside within a 50 mile radius of Peachtree City, GA facility; no relocation benefit offered
Travel may be required, up to 10%
May be contacted after hours for emergencies
Cisco networking

Infrastructure Support Analyst Resume Examples & Samples

Drive delivery of the highest levels of Support & services to Technology leads, liaising with internal & external teams as necessary
Support required teams at contract renewal ensuring demand challenge and governance is enforced to support in creation of contracts which provide greatest value with measureable KPIs
Ensure the acquisition of relevant 3rd party MI is measured, on track and represents the view of internal teams; obtaining feedback from internal teams to drive service improvement; acting as banks escalation point for areas of concern; Ensuring services are delivered with an understanding of value received
Promote various contract benefits to Technology leads, training & HR ensuring benefits are consumed & bank obtain greatest ROI whilst identifying opportunities of spend reduction

Application Infrastructure Support Analyst Resume Examples & Samples

At least 1 year supporting a system or technology with a larger user-base, including support of infrastructure components (servers, DB, WebServers, Security, etc.)
Strong proficiency with system support of MS SQL Server
Experience supporting IBM Websphere or similar technology (Oracle WebLogic,etc.)
Exposure to (academic, internship, professional) distributed development and/or scripting languages (Java. .NET, C#, VBScript, Python, etc.)
Experience with a Content Management or Business Process Management systems

Infrastructure Support Analyst Resume Examples & Samples

Working with Service owners for planned new product offerings
Reviewing customer forecasts and conducting the monthly demand planning cycle
Updating demand planning systems to facilitate the gathering and processing of forecast data
Working with Supply Planning and Production Control colleagues to ensure demand is met
Liaising with Line of Business (LoB) customers
Managing the allocation of supply to customers
Reporting on, and processing, demand requests
Representing the Demand Planning team on Senior Management calls weekly
Brokering demand requests as necessary
7+ years of professional business experience in an enterprise level environment
3+ years of analysis and delivery experience
Detail-oriented, with strong issue resolution capability
Strong organizational skills, with the ability to track large amounts of data and activities
Supply chain experience, specifically in demand planning and management, is strongly desired

Infrastructure Support Analyst Resume Examples & Samples

Bachelor’s degree and at least 1 year of experience with project coordination, project management, and/or business management
Experience working within a business management/PMO environment preferred
An MBA degree is a plus
Familiarity with technology and supporting technology functions
Ability to think creatively and have flexibility
Extraordinary problem solving capabilities and conflict resolution capabilities
Strong interpersonal skills – build relationships, and obtain required information from partners at all seniority levels
Good working knowledge of Excel, PowerPoint, CA Clarity PPM a plus, MS Project, working knowledge of SharePoint
Previous experience in Project Management, Project Financial Controls, coordination and managing projects with multiple functional teams
Practical understanding of Project Life Cycle
Highly motivated, self-starter
Excellent multitasking and prioritizing skills

Senior Infrastructure Support Analyst Resume Examples & Samples

To provide effective communication both internally to the team and externally to users, suppliers and customers
To work on allocated tasks to agreed TOR in order to be pro-active in initiating service and infrastructure improvements
To carry out impact analysis of enhancement requests and specify changes required
To identify instances where change control is required
To report progress and issues to the team leader in a timely manner. In particular, to relay issued that might impact on quality or the ability to deliver to timescales or estimates
Operational Support: Problem Management, Inventory Management, Request Management, Change Management
Information Gathering And Analysis: Time boxing and prioritization, Facilitation, Design and scope information gathering, Gather information, Analyze and interpret findings, Identify options/benefits/recommendations
Service Definition: Understand and implement service level/targets, Define support procedures
Service Delivery: Log and allocate queries, Investigate and analyze problems and queries, Identify and recommend possible solutions, Prioritize and action problem resolution, Identify opportunities for preventive maintenance , Prioritize and action problem solutions, Monitor service against service level agreements
Testing: Carry out system tests, Check system test results, Produce system test, report/documentation, Customer acceptance test support (user and operational)
Implementation: Create user documentation, Create operational documentation, Monitor and develop operational procedures, Support users during early live running
Project Management: Project Lifecycle - practical experience, Project management processes, Configuration Management, Change control, Project scoping
Considerable experience in Infrastructure Management
Diploma in Computer Sciences

Infrastructure Support Analyst Resume Examples & Samples

Coordinate multiple, simultaneous business volume demand initiatives from the AD teams
Gather / analyze business volume demand metrics on impact to infrastructure
Coordinate and chair meetings with application owners, business representatives and capacity engineers throughout the capacity review process
Provide follow-up to any identified infrastructure capacity and demand related issues
Interface with Architecture, Development and other LOB teams to gather inputs for capacity reviews
Interface with the performance testing team to understand capacity modeling needs based on performance test results and gather necessary documentation
Interface with Capacity Engineers to create new work flows for process improvement
Produce/maintain Ad-Hoc capacity reports/presentations/scorecards using MS PowerPoint, Excel or Word
Maintain/manage capacity demand management reports & related documents in a centralized repository
Experience level: 5+ years work experience in information Technology
Business/Technical degree or equivalent experience
Minimum 3-5 years of relevant work experience within a technology environment performing as a Business Systems Analyst
Extensive knowledge of using Microsoft Office products (e.g., PowerPoint, Excel, Word)
Ability to work as a member of a team and individually
Knowledge of various server hardware configurations and performance characteristics is a plus

Wintel Infrastructure Support Analyst Resume Examples & Samples

Support and maintain Windows based servers
Daily support of inbound incident volume, inbound calls, and other engagement vehicles
Troubleshoot and provide technical analysis concerning operating system, network, and application performance issues to resolution. Provide root cause analysis when needed
Respond to customer requests for configuration, maintenance, and troubleshooting for infrastructure and business applications
Operating system remediation according to risk standards
Support patching, ticket queue maintenance, execution of change controls, anti-virus upgrades, and security remediation as needed
Effective and timely communication with partners in regard to downtime, project updates, and troubleshooting progress
Maintain operating system and application software patch levels on all servers
Manage changing daily priorities based on classification and impact
Provide detailed technical documentation as needed
Minimum of 5-10+ years business and or technology experience relating to Infrastructure Server Operations (mandatory)
Experience in a large enterprise environment desired
Microsoft HA Windows Clustering and Veritas Software foundations skill set desired
Well versed in TCP/IP, DNS, WINS, and Active Directory, with troubleshooting experience
Proven experience supporting Enterprise class infrastructure
Experience supporting business critical application and infrastructure environments is required
Must have production environment experience along with SDLC and Change Control processes experience
Excellent client interfacing skills, strong verbal and written communication skills and ability to work with various levels of management
Experience operating with colleagues across different time zones and flexibility in order to successfully interact and communicate on a global level
Strong analytical skills, organization and decision-making skills
Ability to create processes and tools independently
Capable of driving consensus and organizational change
Ability to review a function and understand at a level of detail what work is performed and relationships to other functions
Aggressive problem diagnosis
Change agent and creative problem solver
Expert in analytical techniques, communication skills and information management tools
Proficient in / influence of multiple business disciplines, functions and knowledgeable about the business' strategic direction
Infrastructure Product Knowledge
Ability to prioritize and multitask well under pressure
IIS 7.5, 7.0, 6.0, 5.0
VMWare technology and ESX server (and troubleshooting experience)
Storage technologies and connectivity
Scripting (Power Shell is a plus) and task automation
3rd party application software desirable (and troubleshooting experience)
Symantec Anti-Virus Products
Netbackup
Automation skills plus
Linux, AIX or Solaris OS admin skills a PLUS
Windows Server Security and best practices

Infrastructure Support Analyst Resume Examples & Samples

To take responsibility for allocated calls and own until a satisfactory conclusion or escalate if appropriate
To develop other team members by sharing technical/application knowledge and experience
To maintain and develop knowledge, skill and competencies in agreed areas
To identify and correct problems in the resolution of faults
To carry out audits and participate in technical walkthroughs of other team members' work
MS Desktop Support
Mobile devices support (Windows & Blackberry)
Exchange

Ccp-senior Infrastructure Support Analyst Resume Examples & Samples

Global CTI infrastructure
Endeavour to isolate, reproduce and resolve issues relating to the Infrastructure platform
Monitor platform performance and react accordingly to detrimental situations
Proactively test changes/enhancements/new features in a lab environment prior to production
Documentation in form of internal Wiki or shared repositories
Providing input on the creation and enhancement of Infrastructure processes
Participate in requirements gathering, design, build, configure, test, maintenance and support
Assist in the deployment/implementation of the solution with appropriate groups and experts
Will need to get familiar with new technologies/media as subsequent phases add functionality
Infrastructure Administration: Maintain tools up to date, maintain access controls for new/departing employees, work on access to technologies and backups for critical system to Customer care (working with BCP plans, IT, etc.), platform evolution, functional updates, etc
Implementation, support and administration of other Customer Care services and related infrastructure: Alarm Monitoring, Log File Retrieval, Mobile App, Alfresco, Bomgar, etc
Global shared lab administration & maintenance
Participate in a shift and/or on-call roster as necessary, to provide platform support coverage outside of standard business hours
Understand the product requirements and design
Develop test plans: Create test cases for requirements including test steps and expected results
Development and maintenance of automated test environments
Development and execution of automated and manual tests
Installation and administration of the systems under test
Tracking of Engineering Requests and Test Plan execution
Defining clear test plans covering all possible use cases and scenarios
Go through diagnostic outputs / logs to understand the issues
Use a test management / defect tracking system for reporting of test results
Possess strong communication skills to interface with other product groups and sites
Understand the existing testing practices and also bring in improvements that can become best practices for the organization
Contributions to other development project tasks in the team, including Documentation, QA and support of implemented solutions
Good inter-personal and communication skills, both orally and written
Excellent problem determination and problem solving skills
Must be able to cope under pressure and work to stringent timelines
Have a technical background in accordance with the requirements set out below
5+ years of software technical support and/or development, or other relevant experience
Operating systems: Windows (8, 10, 2008, 2012) and UNIX (Solaris, Linux, others)
Web technologies: XML/ASP/JSP, web servers (IIS, Apache/Tomcat, IBM WebSphere), HTTP, SOAP
Databases: MS SQL, Oracle, CASSANDRA
Knowledge of Genesys products or CTI technologies
Programming knowledge and experience
VOIP and SIP related topics
XML, VXML, Speech processing
Experience in Test Automation and related technologies

Application & Infrastructure Support Analyst Resume Examples & Samples

Monitor for and resolve any infrastructure issues that may occur
Provide high availability of all systems used by ACIS, CCMS and GCMS
Provide Coding for Defects found in our production system
Provide Level 1 problem analysis of any system anomalies for Operations
Use Equifax tools (INAV, Maximo, Confluence, etc) to initiate, track and complete Infrastructure projects, simple defect fixes, work requests and application questions
Monitor systems using monitoring tools (e.g. Nagios) and respond when alerts are transmitted
Update and improve monitoring by creating/updating scripts for use by Nagios
Stand rotating “On Call” duty to be responsible as a first responder to internal alerts, external alerts (Perfmon, Nimsoft) or respond to System issues managed by the Equifax Service Desk (ESD)

Senior Infrastructure Support Analyst Resume Examples & Samples

Ensure that all facets of the Operations Command Center are executed by approved procedural documentation
Ensure all operational logs and journals on all events, reported issues, warnings, alerts and alarms are correctly documented, escalated, and executed within applied service levels
Maintains operational documentation, processes, management and diagnostic tools, ensuring that services are maintained at the agreed levels
Ensure compliance in process document creation, reviews, and record evidence of statistical sampling of incident tickets for required audit programs
Ensure that maintenance tasks are completed as per procedural documentation for scheduled BAU tasks and client specific infrastructure

Infrastructure Support Analyst Resume Examples & Samples

Onsite and remote ticket completion with excellent customer service skills
Ensure timely completion of tickets that have been passed from the service desk
Providing technical expertise to enable the correct application of operational procedures
Liaising with 3rd line support for additional expertise where needed
Knowledge sharing and participation to ensure the team deliver an excellent customer experience
Ensures safe and secure operation of the client environment to meet current and anticipated future requirements and SLAs
Ensuring End user devices and software is in supported scope
Ensure technical knowledge remains consistent with latest industry trends
Assist in the delivery of minor projects and work packages contributing to relevant project documentation
Providing expert technical advice for change to existing services or the introduction of new services
Ensure personal skills, tools and car stock are kept up to date to enable excellent service delivery
Service operations – SLAs are met (e.g. service requests, incident response/recovery times)
Documenting all work carried out in accordance with required standards, methods and procedures and adheres to any applicable configuration management procedures
Timely ticket updates with clear concise information
Prioritising challenging goals and taking the initiative to make sure these goals are achieved
Collaborating- Works well with others
Contributing- Contributes ideas
Delivering- Does a great job
Learning-Improves job performance
Planning-Thinks ahead
Assisting in mobilisations across the UK
Peer design review of other technical projects to manage integration and dependencies
Provide guidance and direction to colleagues / other members of the team
Good knowledge of desktop technologies –Windows, office 365, office applications, AD Administration, skype for business, SCCM, Patch management, anti-virus, Servers and Storage
An understanding of network technologies
Awareness / administration of Windows server 2003 & 2008 family
Microsoft Exchange client user administration
Blackberry Enterprise Server administration (knowledge)
Network Infrastructure/ LAN infrastructure topologies (protocols & fault diagnosis)
Awareness of WAN connectivity types (MPLS, DSL)
Basic support for Cisco network switches (Catalyst)
Desktop infrastructure & current windows desktop OS support
In-depth knowledge of ITIL
ITIL – foundation minimum
MCSE Desirable
Used to working closely with the end user & being an ambassador for the company
Attending BAU tickets / desktop support within a field engineering team and a high pressure environment
Substantial experience in IT client support

Infrastructure Support Analyst Resume Examples & Samples

Monitor and progress escalations for help within the Service Operations Team’s ‘human intervention required’ queue, for those services where you have a proven competence
Investigate escalations for help via the portal’s web chat and via Skype for Business video, or indeed meetings in person, with effective communication and investigation capabilities
Every ‘human intervention’ is to be treated as a bug, therefore once the escalation is resolved either update an existing bug record or create a new one, and make recommendations as to how to resolve the need for human intervention in future and then, if approved, drive that change through e.g. via technical skills and/or via collaboration with technical colleagues
Document / illustrate / video your knowhow for the benefit of others (end users for when the need can be self-serviced, and for the benefit of IT people for when human intervention is required but it can be standardised / knowhow can be improved)
Problem solving skills, e.g. habitual application of the five Whys
Guidance-creation skills (whether written or via recording video), with the ability to translate technical issues in a customer-friendly way
Proven customer service skills and experience of dealing and resolving difficult customer issues
A ‘clean record’ for security clearance purposes (there will be a CRB check)
High IT-literacy, by which we mean that if you’re given a new application and an understanding of what the software is designed to achieve, you could work it out for yourself how to use it
A mindset that finds a way of developing self-help within the user community and root cause correction to eradicate contacts to the Service Operations Support team
Microsoft end user applications, not least MS Office 2016 including OneNote, Skype for Business and SharePoint Online (365)
Case management applications, e.g. VisualFiles, Proclaim, Redbrick
The insurance industry
The legal industry
Lean methods, Agile development, DevOps
Service management tool usage, e.g. Service Anywhere, Service Now, SupportWorks
Learning guidance creation, e.g. Camtasia recordings or website article authoring
Application performance monitoring tools, e.g. AppDynamics or Dynatrace
Mimecast
BI, e.g. PowerBI
Networks e.g. DCs, firewalls, VPN
Practice management systems, e.g. Dynamics AX
Workflow creation, e.g. in K2 Blackpearl, Sharepoint workflow or service tool
Have a calm and polite manner
Are comfortable and confident working within a client facing environment and with people at all levels
Are able to work independently and as part of a team
Demonstrate excellent communications skills
Demonstrate a methodical and structured approach to work, particularly in regard to problem solving
Are flexible in approach and attitude
Will be proactive, have the drive and initiative to suggest improvements and support the implementation of new idea’s
Have the ability to travel when required

Infrastructure Support Analyst Resume Examples & Samples

Server, database, and integration administration
As needed, design and support configuration of emerging technologies not currently supported by Archer platform
Disaster Recovery coordination, including facilitation of Quarterly Disaster Recovery exercises
Key point of contact between STORM and Technology and Operations Services
Assist with installation of server security patches
Day to day health and performance monitoring of the system
ITSM ticket ownership and on-call schedules
Multiple certifications and access reviews on a quarterly basis
TOS IT Service Manager (ITSM) incident ticket handling
At least 5 years experience with developing and implementing applications
Five years of experience in an applicable risk management/infrastructure support environment
Experience managing application supporting infrastructure; Microsoft Patching, Performance, Capacity Analysis and Forecasting
Experience managing SQL databases
Experience with managing ETL tools, or data integration technologies
Experience with providing best in class customer support to both internal teams and employees across an enterprise
Moderate knowledge of ASP, .NET
Experience with the RSA Archer SmartSuite Framework
Experience with IIS

Infrastructure Support Analyst Resume Examples & Samples

Strong technical knowledge of Windows server, SQL server, IIS, SharePoint, SAN Technology (EqualLogic), VMWARE ESX, and NetBackup
Strong technical knowledge of Windows 7/10, Office 2010/13/16, and Apple iOS
Experience utilizing enterprise technologies, such as Microsoft SCCM, Active Directory, HP Asset Manager, SharePoint, and PowerShell
Experience supporting Dell PCs, laptops, and workstations
Experience supporting Dell server hardware, Cisco LAN/WLAN equipment, and Avaya telephone system
Excellent analytical, evaluative and problem solving abilities
Ability to conduct and direct research into it issues and products as required
Ability to multitask and work with minimal supervision
Requires possible ladder use, working in confined spaces, lifting up to 50 pounds, pushing, pulling as well as bending and stooping
Bachelors Degree in Computer Science, Information Technology, or related field
Three (3) to Five (5) years direct experience in supporting an enterprise level PC, LAN, and telephony infrastructure
MCSE, VCA/VCP, A+, and Network+ certifications are desired

Lead Infrastructure Support Analyst Resume Examples & Samples

Responsible for providing support to all MCIT customers. Provides high quality customer service. Provides Tier 2 support to the IT community, and troubleshoots problems using scripts and checklists as guides. Documents problems and resolutions. May perform end-user training. Provides technical advice and guidance relative to problems involving technical user issues. Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Leads design sessions by presenting logical statements of business problems and designs, and offering and incorporating ideas
Involved in the installation, testing, maintenance, evaluating and rollout of new and upgrade of existing software, hardware, systems, servers, networks, etc. Implements prototypes. Configures and installs software, hardware, systems, servers, networks, etc. for the IT community. Supports mobile workforce
Mentors less-experienced staff with responsibility for their technical development
Project Participation: a. Designs projects with broad implications, requiring systems integration of one of more technical platforms. Selects tools and methodologies for projects. Contributes to strategic planning, including proposed cost implications
Administrative Tasks & Record Keeping (Journal Notes, Innotas Entries, etc.):a. Responsible to assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation. b. Monitor the assigned desktop queue(s) in the Front Range ticket system. Log real time written journal entries documenting actions taken on all ticket requests. Close tickets within established service levels.c. Be compliant with all responsibilities and administrative tasks: Innotas, timely journal entries, use of standard email templates, etc
Technical Skills (End User Device administration/configuration/support/troubleshooting, Use of tools and utilities): a. Responsible for the implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDAs, PCs Macintosh and Windows workstations, printers, LAN, AV, Video conferencing, telephone.b. Responsible to implement known solutions to software and hardware problems and perform basic troubleshooting in their area of expertise.c. Provide over-the-phone and on-site Tier 2 assistance to users: problem identification, instruction, and resolution of problems; escalate to Tier 3 when necessary.d. Perform diagnostic checks on desktop computers to maintain machine capabilities and freedom from viruses.e. Independently design technical solutions for modules of a project, or to resolve most problems and select appropriate work procedures or approaches to address technical challenges. f. Conducts complete diagnostics of most business problems; anticipates implementation obstacles
Customer Service and Communication: a. Demonstrate an ability to communicate technical terms, MCIT policies, and difficult messages to end users in a service oriented fashion. b. Provide one-on-one instructions/training/guidance to end users and the help desk on use of hardware/software and standard procedures. c. Provide exemplary customer service across all levels of the organization; embrace a never-say-no attitude when addressing customer issues.d. Follow established guidelines and standards to communicate consistent messages aligned with other members of MCIT

Infrastructure Support Analyst Resume Examples & Samples

Monitoring, Management and remediation or escalation of key systems and infrastructure as required
Incident, Request Fulfilment, Event Management as part of a 24x7 operations team
Creation and updating of IT Documentation for knowledge sharing
Ensure that any operational changes are implemented into the environment in a controlled way
Assist in Major Incident investigations to determine and remove the underlying root causes
Carry out operational checks and remediation
Assists with problem management as required
Assists with Change Management as required
Assist with configuration management as required
Assists in Continual Service Improvement activities as required
Performs regular daily checks in a timely and scheduled manner, logs, resolves or escalates as required
Performs a seamless handover of work from one shift to another or one team to another as required
Acts as 2nd line escalation point regarding incidents and requests and sees them through to resolution

Application & Infrastructure Support Analyst Resume Examples & Samples

Provide technical support and guidance to end users for shop floor and other business applications
Participate in the installation and testing of network hardware, software, and cabling
Provide second level support for network and infrastructure issues
Assist with configuration, deployment and maintenance of network hardware devices including servers, PC’s and thin-client devices
Provide second level support for .NET applications
Support configuration and maintenance of security software and updates
Troubleshoot and resolve Incident Reports (IRs) and Service Requests (SRs)
Provide technical support for SharePoint, intranet and internet services
Assist with maintenance of division hardware and software inventory
Experience with Microsoft SharePoint Server, SCCM, and other PACCAR approved technologies desirable
A good understanding of Windows networking and operating systems including web protocols, WINS, DNS, DHCP, TCP/IP, DFS, AD, virtualization, storage and replication
A working knowledge of SQL, .NET, and SSIS Packages is desirable
Ability to work effectively in a team environment and strong customer support orientation
Effective communication and problem-solving skills
Ability and willingness to work a flexible work schedule
Manufacturing and/or distribution experience preferred
Experience with troubleshooting RF equipment preferred
Ability to crawl under/over spaces, ability to lift up to 50 lbs
Bachelor’s degree in computer science, information technology, or related field
Previous experience building PC’s and Hardware preferred