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IT Analyst | ITIL v3 Certified

Dedicated and experienced IT Analyst with over seven years of experience ranging from ITSM, technical support,
technical writing, training and software testing. Experience leading teams and projects and providing metrics to
management. Routinely recognized for exceeding results with precision and accuracy.

Skills & Abilities

 Experience utilizing BMC Remedy, SharePoint, Active Directory, AirWatch, McAfee and Azure consoles
 Technical writing, coaching and instructional training for software being implemented in live environment
 Experience utilizing SAP BI to generate reports, including telecom, incident and capacity management reports
 Superior editing, grammar and writing skills
 Experience with analyzing Cisco ISE and Juniper VPN logs for authentication, security and connectivity issues
 Data analysis and reporting using Excel and SQL database in conjunction with Cisco CCMP portal
 Software testing and implementation within IT teams, including Cisco AnyConnect and Junos Pulse VPN
 Knowledge of Six Sigma, Scrum and ITIL practices
 Knowledge of Networking principles including subnetting, routing, security, protocols, ports and OSI model
 Vast knowledge of MS Office Suite, including SharePoint, Exchange, OneNote, Access and Visio

Experience
ITSM ANALYST | ABC | NOVEMBER 2015-PRESENT
 Acknowledged for streamlining report generation process by automation tasks and schedules
 Conducting capacity and problem management processes using BMC software
 Interpreting and analyzing capacity and problem management reports for leadership and executives
 Performing root cause analysis to understand and prevent future occurrences
 Working with vendors to alleviate and solve telecommunication and network infrastructure issues

SYSTEMS SPECIALIST II| 123| JANUARY 2013-OCTOBER 2018

 Recognized by c-level executives for creating improved SharePoint site for IT department
 Performed service level and capacity management tasks using Cisco CUIC and erlang tools
 Trained new hires and interns on policies and procedures within service management department
 Managed and oversaw SharePoint intranet site, including creating lists, calendars and access management
 Tested software and created troubleshooting documents; conducting training seminars for new software

Certifications
 TestOut PC Repair (Comptia A+ equivalent): Received May 2014
 ITIL v3 Foundation: Received December 2018
 Comptia Security+ SY0-501: Anticipated February 2019
 Cisco CCNA: Anticipated May 2019

Education
B.S. | ANTICIPATED 07/2020 | ABC123 UNIVERSITY
 Major: Computer Networks and Cybersecurity
Relevant coursework: IT Hardware, IT Networking, SQL and Media Design