IT Analyst Resume
Contact information
Lio S. Marcus
17 Street
Oklahoma City
Oklahoma
Career objective
Looking for a challenging position of the IT Analyst Resume the reputed University with a view to use my wide experience for the benefit of the organization.
An articulate and highly motivated Technical Support Engineer with a demonstrated track record of achieving results within varied roles, requiring tactical solutions delivered within stringent time constraints. A committed and energetic team player, accustomed to working under pressure and able to use own initiative. Constantly assessing and enhancing key skills for the marketplace. Seeking a challenging position with opportunities for continued professional development.
selected achievements
Exceptional communications skills gained through varied career to date with Blue Chip Clients and customers such as Sainsbury’s, Lloyds of London and Computer Weekly. Experienced in full helpdesk support on a wide range of applications.
Authored detailed and technical documentation for all levels from Board Level to End Users with no technical abilities. Commended on more than one occasion by Directors and senior members of staff for the level and ease of documentary work produced ensuring all users had good understanding of applications and methodology.
Key Liaison in the implementation and customisation of Sunrise software for InterX Ltd. Providing full support and documentation to speed user learning and ensure less staff downtime. By implementing this automated system from a manual system, ensured a significant reduction in costs at a time when staffing multiplied by threefold.
Provided guidance for IT Infrastructure support at S.P.C.K. ensuring that emergency issues were prioritised and escalated through a series of detailed questionnaires ensuring accurate and prompt support.
Producing system reports for senior management on problem areas to address any system issues and call logging analysis.
Key point of contact for helpdesk queries at 1st and 2nd level.
Provided training and support to less experienced users in various employment roles.
Strong administrative skills and decision making capabilities demonstrated throughout career and across a wide range of accountabilities
Successfully managed demanding workloads within strict time constraints.
Excellent communication and interpersonal skills demonstrated through establishing excellent working relationships with internal teams and external contacts.
KEY IT SKILLS
Operating System Web Server Mainframe Web Development
Windows 2000/2003, Windows 9x/2k/Xp, Vista IIS, Apache MVS, Tao HTML
Novell 3.1, 4.1, Solaris 7/8 Pi ck & Unix
Database Reporting tool
Microsoft SQL, Oracle Lotus Notes, MS Exchange 2003/7
Logging System Suites
Action Remedy, Service Centre & Sunrise MS Office, Lotus Smartsuite 97
EMPLOYMENT HISTORY
Provided technical support and analysis in various positions within a wide industry spectrum.
2008 – 2009 Educational Co-ordinator Touch One
Tutored classes of up to 9 children of varying abilities and difficulties on English, Maths and IT Skills. Authored detailed documentation to ease and provide children with the necessary tools to utilise their own personal skills and assist in learning in a more creative and interactive way.
2002 – 2008 Customer Support Manager InterX Ltd
Responsibility for customer support desk facility. Initiated and designed detailed and complete flow charts to assist users on how to solve technical issues. Monitored complex SLA’s and ensured that problems were resolved within timescale. Attended meetings to facilitate directors on current issues and problems and escalation of these. HTML tuition and applying code change to problem issues. Administrative management of call logging system and prioritising calls.
1997 – 2002 Support Analyst/Team Leader J. Sainsbury Plc
Key liaison providing End User support to company staff of over 20,000 with varying technical abilities including classification and escalation of issues and system errors. Training and coaching of junior staff. Involved in Ad Hoc projects such as provision of Call Tracking System. Novel Administration and maintenance. 1st and 2nd level support for UNIX, MVS and MS Office.
1996 – 1997 Helpdesk Supervisor Lloyds of London
Systematically resolved 90% of all End User support problems at source. Management of desktop support and remote support covering a wide range of applications. Daily troubleshooting for system operational requirements.
1989 – 1996 PC Support S.P.C.K.
Management and administration of PICK functionality. Responsible for Office IT infrastructure. Supported internal desktop users.
EDUCATION AND TRAINING
Theology & Psychology (Degree Standard) Overstone Theo. College
MS Exchange Server MCP Intro to PC’s Networking & Integration
Introduction to HTML Understanding Novell 4.1 Networking
Learning C++ Competence in Information Technology
Intensive Training in UNIX Understanding ODBC
UNIX Advance Administration PC Upgrade & Maintenance
Introduction to PICK
HOBBIES AND INTERESTS
Active Lifestyle – Sports: tennis, swimming, gym
Keeping up to date on current events
Avid literary fan
References
Lio S. Marcus
Manager
Wap Company.
Lio_Marcus @gmail.com
