IGOR SHOR
1223 Webster Street#403, San Francisco, CA 94115
PH: (650) 588-6331
Email: linuxman70@yahoo.com
OBJECTIVE: To find a challenging career as a Desktop Support Analyst, where I can utilize and perform my technical skills.
TECHNICAL EXPERTISE:
Hands-on experience with PCs, servers and networks at both hardware and software layers
Experience with DOS, MS Office 97/2000/XP/2003, MS Windows 3.11/ 95/98/NT4.0/2000/2003
Windows NT 4.0 Server, Windows 2000-2003, Windows Millennium
Windows XP and custom line of business database software
MS Outlook including password settings for users personal folder
MS Exchange creating new accounts and backing up database weekly
Norton System Works/ Utilities, McAfee Virus Scan Deluxe, and Inoculate IT 4.53
Creating Repair disk for Windows NT 4.0 server, workstation, and backing up data
WORK HISTORY:
Kaiser Permanente Hospital 08/2005-to present
South San Francisco, CA
Desktop Support Analyst
Solely responsible for 2nd tier support of software and hardware
Deploying, configuring and troubleshooting Dell/IBM desktops and laptops
Monitor the system running on Win NT and 2000/XP platforms
Resetting web mail pins, helping clients with dun access. Troubleshooting Outlook and Exchange settings, mapping clients lost drives.
Re-image the hard drives using Norton Ghost and over the network
Configure SCII, SATA and IDE hard drives, IE, Legacy, Exchange, Outlook, Lotus Notes, DUN, RAS, VPN
Install and migrate Win NT to Win2000
Installing, configuring and troubleshooting Win 2000/XP on workstations
Answered phone calls on ACD line, open PMX tickets in Remedy, created domains and other types of accounts.
Built new Win2000 server with multiple CPUs and successfully installed applications on it
MIS hardware and software. Desktop support and setup, troubleshot and maintained network
Verizon 06/2005-08/2005
San Francisco, CA
Desktop Support Analyst
Troubleshoot and escalate issues while monitoring a corporate IT infrastructure.
Monitor 24x7 environments for system alerts using HP OpenView and respond according to procedure; also perform proactive monitoring to minimize system alerts and anticipate problems.
Report systems and environmental issues to second-level support or management as directed by escalation procedures
Assist with escalations as requested by engineers or management.
Answer 24x7 hotline, gather the information needed to respond and react according to the guidelines relevant to the reported event; document and escalate hotline calls as required by procedure; maintain contact with the customer through incident resolution and report status periodically as directed by management.
Assist with crisis response as directed by crisis management procedures, including coordination of bridge calls, submission of the appropriate notifications to IT management coordination with vendor, documentation of events and response, and participation in problem resolution.
Coordinate with vendors and customers as they perform maintenance on their systems and networks; maintain increased awareness of relevant monitoring during vendor or customer maintenance and document status and outcome as directed by procedure.
Work with hardware and software vendors for problem determination and resolution as needed.
Log all activities in ticket system using Remedy as directed by procedure.
Proactively search open tickets for issues needing resolution and actively work on open tickets when possible.
Monitor backup jobs and correct as needed; ensure tape and disk capacities are maintained at levels appropriate to sustain upcoming backup jobs as scheduled
Document procedures as required and improve documentation whenever possible; assist operations engineers in improving system tools and procedures
WebMD 04/2002- 05/2005
Santa Clara, CA
Desktop Support Analyst
Solely responsible for 2nd tier support of software and hardware
Installed and configured Lotus Notes
Deploying, configuring and troubleshooting Dell/IBM desktops and laptops
Looking up software and choosing the right subtopic and entering the correct information. Supported over 3,000 users with different type of problems
Troubleshooting few common problems that customers have. Resetting passwords after verifying security information with clients
Resetting web mail pins, helping clients with dun access. Troubleshooting Outlook and Exchange settings. Mapping clients lost drives. Helping client with Word, Excel, Access and Power Point
Verified identity to make sure that the client is a client by checking SSN, MMN or DOB.
Installed, configured and troubleshooted Windows 95-Windows XP, Exchange and Outlook.
Resetting passwords in DUN, TP, and SAP. CCMS, PIMS, Web mail, EA, TSO, and other applications
Address Book Updates, contacting clients to make sure their problems are resolved to their satisfaction.
Configured and troubleshooted clients with Dell and IBM ThinkPad laptops and desktops
Developed multiple-media schema to guarantee recoverability of companys core assets
Built, configured and troubleshooted new Win2000 server with multiple CPUs and successfully installed applications on it
MIS hardware and software. Desktop support and setup, troubleshot and maintained network
AOL 12/1999-03/2002
Mountain View, CA.
Desktop Support Analyst
Solely responsible for 1st tier support of custom line of business application.
Deploying, configuring and troubleshooting Dell/IBM desktops and laptops
Monitor the system running on Win NT and 2000 platforms
Configure SCII and IDE hard drives, Netscape 4.7, Entrust PKI, Legacy, Exchange, Outlook, DUN, RAS, VPN
Install and migrate Win NT to Win2000
Installed, configured and troubleshooted Win 2000 on workstations
Assembled, configured, troubleshooted, and/or repair of computers (desktop, towers, and laptops) utilizing Intel and/or AMD processors.
Answered phone calls on ACD line, open PMX tickets in Infoman, created domains and other types of accounts.
Developed multiple-media schema to guarantee recoverability of companys core assets
Built new NT server with multiple CPUs and successfully installed applications on it
MIS hardware and software. Desktop support and setup, troubleshot and maintained network
United States Postal Service 03/1998-11 /1999
Burlingame, CA.
Desktop Support Analyst
Solely responsible for 1st tier support including phone, PCanywhere support, and PPP support
Setup, installed, and supported 50+ desktops running LAN, Win 95, 98 with Office 97
Built NT 4.0 workstations, recover blue screen crashes and saved 100 lost Word documents
CC: mail installations, Fax press installations, MS office installations and troubleshooting
Win 95/98 installations on laptops, setting up new users and explaining how to use the software and policies
Ensured that Y2K would be hassle-free for the company by testing all equipment
Primary responsibility were troubleshooting multi offices and traveling 50 % of the time.
Education and Training:
United States Postal Service
Raleigh, NC March 17, 1999
LAN System Administrator Training, Level 1
Tashkent State Institute of Technology
Tashkent, USSR. September 1986-May 1991
B.S in Electronics
|
