Infrastructure Support Analyst Resume Sample
Nikolas Rice
2841 Lelia Flats,
Detroit,
MI
+1 (555) 175 9984
Work Experience
Ccp-senior Infrastructure Support Analyst
04/2018
-
PRESENT
Detroit, MI
- Familiar with key monitoring requirements and tools and techniques employed in supporting Infrastructure/applications
- Understands the difference between an SLA and OLA
- Basic understanding of the internal and external environment
- Understands the basic concepts and benefits of the technology strategy
- Aware of new information technology platforms and technologies
- Can describe the major roles and responsibilities of the IT function
- Can discuss specific technology application opportunities in own area
Infrastructure Support Analyst
07/2013
-
12/2017
Philadelphia, PA
- GTI-GSO Hygiene; the team charged with maintaining the hygiene status of assets across Windows distributed server platforms, executing remediation at the OS, Database, Web/Middleware level
- GTI-GSO PLM (Production Lifecycle Management); the team charged with executing OS level patching & associated product upgrades, maintaining the estate in a consistently configured manner, secure from known vulnerabilities at the OS level for Wintel, ESX, AIX, Linux, Solaris platforms
- Provide SME support for a unique portfolio of messaging and integration technologies on distributed systems
- Monitor capacity and address/fix capacity breaks
- Oversee and manage 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
- Additional responsibilities, also performed with minimal supervision of a supervisor or senior peer, include the following
- Technical & Procedural Analysis for TVM & CMDB breaks
- Reviewing break policies for TVM & CMDB in consultation with relevant stakeholders
Application & Infrastructure Support Analyst
08/2009
-
06/2013
Philadelphia, PA
- Liaising with WINTEL GTI IPD Build teams to ensure close partnership
- Liaising with WINTEL L2, L3 & L4 Support and Engineering teams to ensure close partnership
- Liaising with Hardware team to ensure close partnership
- Liaising with GTI Hygiene Execution & PLM Patching Execution team to ensure close partnership
- Root Cause analysis of TVM / CMDB breaks & patching related incidents
- Responding to Incident trouble tickets
- Partnering with peer technology groups to resolve customer issues
- ACIS is a very large system and has a wide range of programming languages including C, Perl, JAVA and the scripting languages Bourne and Korn
Education
Fairleigh Dickinson University - Metropolitan Campus
2003 - 2008
Bachelor's Degree in Computer Science
Professional Skills
- Strong collaboration skills and the ability to accept and respond to peer feedback
- Proven experience of supporting Microsoft OS up to and including Windows Server 2012R2, Windows 7 and Windows 10
- Willingness to develop additional skills in order to enable more flexible working within the team
- Prior working experience in Windows Administration support is preferable
- Desire to learn and develop technical skills
- Experience overall, with at least 2+ years of experience working in an applications production support/application development environment
- Planning and managing time effectively to ensure the optimal coverage across each location to support the business requirements
How to write Infrastructure Support Analyst Resume
Infrastructure Support Analyst role is responsible for research, software, credit, training, integration, database, security, java, telephony, reporting.
To write great resume for infrastructure support analyst job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Infrastructure Support Analyst Resume
The section contact information is important in your infrastructure support analyst resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Infrastructure Support Analyst Resume
The section work experience is an essential part of your infrastructure support analyst resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous infrastructure support analyst responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular infrastructure support analyst position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Infrastructure Support Analyst resume experience can include:
- Solid system patch implementation work experience
- Experience with compliance testing or performing internal technology controls reviews
- Constantly educate key stakeholders but acting as escalation point for internal teams to external teams ensuring Bank always receives excellent service
- Experienced in supporting a 200+ PC environment
- Facilitate effective communications to all stakeholders including ability to extract technical requirements and dilute key message to a leadership level
- Develop and maintain good relationships with lines of business. Ensure communication is customer focused and professional
Education on an Infrastructure Support Analyst Resume
Make sure to make education a priority on your infrastructure support analyst resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your infrastructure support analyst experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Infrastructure Support Analyst Resume
When listing skills on your infrastructure support analyst resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical infrastructure support analyst skills:
- Able to effectively troubleshoot application packages
- Ensuring allocated tasks are aligned with TUPH's business priorities
- Experience of administering and troubleshooting Microsoft Exchange Online and messaging protocols
- Experience installing, configuring, and maintaining services such as Redhat, Jboss, Apache, Oracle, DB2 & Informix, etc
- Experience of dealing with Finance, Vendor Management & Sourcing teams with focus on controlled comms both internally and externally
- Experience of ZScaler URL filtering and reporting
List of Typical Experience For an Infrastructure Support Analyst Resume
1
Experience For Wintel Infrastructure Support Analyst Resume
- Experience administering and troubleshooting Windows Active Directory environment in multi domain environment
- Experience of supporting HP and/or Cisco switching
- Experience of logging incidents with vendors and tracking through to conclusion
- Experience supporting MPLS networks
- Good understanding of Quality of Service
2
Experience For Ccp-senior Infrastructure Support Analyst Resume
- MS Office Suites experience
- Windows & VMWare Infrastructure and administration experience, eg. ESXi 6.5, Windows 2012, Windows 2008
- Strong personal accountability
- Introducing, promoting and encouraging enterprise and innovation throughout the team, in looking for new answers and delivering a fresh approach
- Contributing to the development of and using robust processes, polices and tools to consistently deliver on promises to customers and each other
- Responding to requests for support in a timely manner and according to agreed SLAs and procedures
- Responding to any faults which require an on-site presence
3
Experience For Application & Infrastructure Support Analyst Resume
- Ensuring releases are protected by appropriate and tested back-out measures
- Ensuring users and other interested parties are kept informed of progress and that corrective action is taken to avoid delays
- Adept at influencing internal and external stakeholders including delivering difficult messages to a various levels of stakeholders
- Motivate and manage both UK and global technology stakeholders to support data gathering requirements supporting objectives
- Engagement with the networking and telecoms team and engineering teams / 3ls
- Continuously develop technical knowledge on established and emerging infrastructure technologies
- Mentor Computer Operators and ensure repeatability and accountability in all areas within the Operations Command Center
- Advance knowledge of Work, Excel, Visio, and Power Point
- 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
4
Experience For Senior Infrastructure Support Analyst Resume
- Assist with configuration, deployment and maintenance of network hardware devices including servers, PC’s and thin-client devices
- Assist with IT service audits to ensure the continued confidentiality, integrity and availability of information assets
- Perform functions as a horizontal lead across all peer teams and serve as a liaison between Information Technology, Application Development and global Product Development teams
- Plan, facilitate and execute system/functional/tactical-related business requests for IT development enhancements
- Follow firm wide processes and hygiene initiatives. Share updates with the team
- Monitor infrastructure for HW and Software lifecycle, security and cyber vulnerabilities and maintain compliance
- Maintains knowledge of industry trends and best practices to recommend optimal solutions
- First-Level support – Identify and resolve support issues. Escalate tickets to appropriate individuals or groups if necessary
- Manage nightly backups; Includes: maintaining the current tape library, configuration of backup software, creation of backup procedures, and daily status reporting
5
Experience For Site Infrastructure Support Analyst Resume
- Provide 1st/2nd/3rd line support to associates and document steps taken in incidents and service requests
- Deploy, Manage and support a world-class network infrastructure to align with the current and future business needs
- Development of integrated solutions to meet business requirements or enhance performance of TUPH IT Infrastructure services
- Plan and perform major version upgrades
- Work with team members to deliver Infrastructure local and global initiative projects
- Provide accurate and on time project progressupdates to IT project owners
- Understands business impact of issues and how they relate to IT owned solutions
6
Experience For Lead Infrastructure Support Analyst Resume
- Responsible for the day to day support and maintenance of TUPH infrastructure
- Responsibility for security aspects of solutions and services
- Knowledge of servers, switches, SAN storage & RDBMS administration etc
- Perform infrastructure security programme testing activities for the CSS organisation. This includes reviewing security controls for vulnerabilities, access control errors, resiliency capability gaps
- Coordinate the collection, review and delivery of all audit and regulatory information responses across all CSS teams
7
Experience For Application Infrastructure Support Analyst Resume
- Create and maintain the documentation for all CSS owned issues. Then track and report on the progress of remediation, including any escalation and final evidencing required for closures
- Positive self-starter with pro-active approach, excellent time management
- Assist management decision making by production of timely, accurate, periodic metrics and reporting
- Provide in-depth performance investigations and root cause analysis as necessary within specialist realms
- Use VMWare or Linux native tools to template / deploy / configure / manage Linux & storage Virtual Machines
- Use storage vendor tools and VMWare tools to configure storage replication and snapshots
8
Experience For MQ Level Infrastructure Support Analyst Resume
- Action requests for new Linux & storage & storage systems
- 2nd level Incident and Problem Management (Reactive and Proactive)
- Active Directory, Servers and Storage
- The Infrastructure Support Analyst assists the organisation by
- Planning and managing maintenance (including patching and upgrades) for the desktop and local office infrastructure, assessing and advising of the risks and benefits of plans
- Working closely with the service desk team to resolve incidents within SLAs
- Providing technical expertise to enable the correct application of operational procedures liaising with senior 3rd line colleagues for additional expertise where needed
9
Experience For Internal Audit Infrastructure Support Analyst Resume
- Working closely with 3rd parties/suppliers to ensure services are deployed/maintained in accordance with ENGIE’s requirements
- Active Directory, Servers, Storage and desktop infrastructure
- Pro-active monitoring of critical systems, ensuring all alerts are investigated and management of monitoring systems to ensure any changes and additional services are effectively monitored
- Providing initial investigation and support for the document management system liaising with suppliers and DBA’s for additional support when needed, providing initial analysis of issues and providing relevant information to suppliers to ensure an effective response
- Installation, maintenance, and support of server, network, and telephony infrastructure
- Installation, maintenance, and support for desktops, laptops, workstations, factory equipment, and mobile technologies
- Installation, maintenance, and support of 3rd party applications
- Administer TEST, CERT, and PROD IIS and SQL environments
- Manage and monitor data backup process
10
Experience For Software Deployment Infrastructure Support Analyst Resume
- Execute assigned project tasks in conjunction with local and corporate IT initiatives
- Research and propose possible new hardware and software technologies
- Document, review, and publish support procedures that address key IT systems, functions, and processes
- Actively monitor unresolved incident reports and service requests to meet or exceed service level agreements
- Adhere to infrastructure change control in accordance with corporate IT change management
- Adhere to published standards and metric goals developed by corporate IT
- Ensure compliancy with asset management, software license management, information security, and Sarbanes – Oxley audit requirements
- Key specific accountabilities. Attend User calls received in Service Now within the defined SLA. Respond and Resolve the user problem within the defined time frame and TAT
- Assisting with implementing service continuity / disaster recovery, capacity management, configuration and asset management, data protection and IT security
List of Typical Skills For an Infrastructure Support Analyst Resume
1
Skills For Wintel Infrastructure Support Analyst Resume
- Pro-actively contributing to overall team objectives and responding effectively to new directives
- Experience working in an ITIL framework and achieving an ITIL V3 Foundation Certificate
- A proven track record of introducing and maintaining Governance
- Previous experience managing software & support contracts with associated software benefits
- Experience supporting RiverBed SteelHead WAN Optimisation systems
- Experience working in a 24x7 shift environment
- Prioritise and manage own time whilst being a team player
- Previous experience in a demand challenge role understanding budget constraints
- Good software packaging knowledge
2
Skills For Ccp-senior Infrastructure Support Analyst Resume
- Enterprise Job Scheduling infrastructure experience (CA Workload Automation / Autosys)
- MS Windows Operating Systems experience
- Proven ability to work on complex issues individually or as part of a team
- Experience of supporting firewalls
- Good understanding of Domain Name System
- Experience supporting Direct Internet Access connections
- Excellent knowledge of PC and Server based hardware and common software platforms
3
Skills For Application & Infrastructure Support Analyst Resume
- Strong work ethic and entrepreneurial approach
- Good RCA within a complex environment
- Fibre Channel SAN storage experience: Brocade or Cisco midrange Fibre channel switches
- Tertiary qualifications or equivalent industry experience
- Strong knowledge of technology platforms and business analysis. Leads the collection, analysis, review and documentation of processes and gaps
- Shares knowledge and actively mentors less experienced analysts
- Strong grasp on configuration management tools
- Able to work independent and understand the business priorities
- Understanding and applying safe working practices policies and procedures
4
Skills For Senior Infrastructure Support Analyst Resume
- Contributing to the planning of maintenance and installation work and implementing planned updates (MS/VMWare/Hardware etc)
- Working to agreed standards for service call management, job control / task processing for field installations, configuration and repairs
- Providing technical expertise to enable the correct application of operational procedures liaising with 3rd line support for additional expertise where needed
- Managing and servicing requests
- Understanding of SaaS, PaaS and IaaS infrastructure
- Willing to provide rotational on-call support
- Scripting – PowerShell, VBS etc
- Operating system build and delivery mechanisms
- Ensuring tasks are well defined and planned for success
5
Skills For Site Infrastructure Support Analyst Resume
- Performing tasks within agreed time scales
- Collaborating with local and global stakeholders in the design of IT solutions to meet business challenges and requirements
- Responding to system and service access requests
- Planning infrastructure support activities
- Escalating Production issues to L3 Support
- Participating in other business intelligence and IT solutions
6
Skills For Lead Infrastructure Support Analyst Resume
- Making recommendations to user community and management for improvements
- Willing to pursue a problem through to root cause identification
- Work on own initiative, creating own networking whilst promoting team on wider related matters
- Perform production and development infrastructure support, maintaining and enhancing the existing Linux & storage systems infrastructure
- Deliver pro-active on-site technical support and report activity, findings, and recommendations using CRM and by following other processes
- Complete all administration and reporting tasks to the requirements using CRM
7
Skills For Application Infrastructure Support Analyst Resume
- Ensure timely monitoring and resolving of HPSM tickets
- Log and track all calls using the Ticketing Database
- Setup and deploy new workstations: operating system installs, application installations, configuration and testing
- Support the identification and implementation of toil elimination using automation activities under the GTI System Reliability Engineering initiative
- Datacenter logistics and maintenance - planning, monitoring, implementation (power / environmental / security)
- Proactively identifying operational problems and contributing to their resolution
- Manage existing and future IT projects. Current projects include backup and disaster recovery, Group Policy overhaul, SAN storage project and more
8
Skills For MQ Level Infrastructure Support Analyst Resume
- In addition, deliver reactive support and troubleshooting and, most importantly, report findings with recommendations
- Review the IT roadmap at each client meeting and use it to illustrate our recommended way forward and the rationale for it
- Plan and implement the purchase and installation of new products and solutions using appropriate resources
- Initiate daily contact with the Helpdesk and ad hoc contact for knowledge transfer where necessary, including the handover of projects
- High level Knowledge of Core Microsoft products including Windows 7, Windows Server, Exchange and SQL
- Focussed on providing high-standard of customer service to all staff
- Be an active participant in demonstrating company Values and Behaviours
- Willingness to show flexibility ensuring peaks of work load can be supported to a required timescale
9
Skills For Internal Audit Infrastructure Support Analyst Resume
- Be a Self-Starter, willing to dig-in and find solutions/resolve issues
- Software integration and compatibility testing
- Enterprise monitoring solutions, such as Solarwinds / Tivoli / BMC Patrol
- Knowledge of miscellaneous equipment used in manufacturing locations such as bar code scanners, specialized printers, industrial PCs, RF Scanners, etc
- Identifies, researches, and resolves complex technical problems in a manufacturing, office, and remote office environment
- Responsible for coordinating assignments of deliverables. Track and report deliverables on time, escalate risks and issues as appropriate
- Desk side support for trading applications
10
Skills For Software Deployment Infrastructure Support Analyst Resume
- Travels outside of the Nebraska State Office Building on occasion to provide support to other agency locations
- Project engineering, management and research for Linux/UNIX and storage tasks and projects
- Assist other team members in managing Linux & storage infrastructure (SAN & NAS storage systems)
- Apply troubleshooting techniques with desire to yield timely results
- Stock management and reimaging of devices as needed for the wider business
- Build trusted relationships with key identified stakeholders at your client and with as many other client members
- Through questioning, researching and listening, develop a detailed insight into the client's up-to-date businesses and hold regular client meetings and on-going intelligence gathering
List of Typical Responsibilities For an Infrastructure Support Analyst Resume
1
Responsibilities For Wintel Infrastructure Support Analyst Resume
- Ensuring the production environment is protected, preventing any disruption to services outside of agreed maintenance windows
- Working knowledge of other IT infrastructure – network, servers, storage, phone systems
- Identifying key issues and risk elements and escalating promptly to the relevant colleague
- On boarding new applications to support
- Stay calm and focused under pressure and able to positively direct customers, colleagues and service partners when resolving service issues
- Passionate about quality and 'getting it right'
- Clear and precise when communicating with others both written and oral
- Knowledge of core networking principles, TCPIP, DNS, WINS and associated hardware
2
Responsibilities For Ccp-senior Infrastructure Support Analyst Resume
- Operational understanding of ITIL framework
- Microsoft and Mac operating systems, computer and mobile hardware, and software applications
- LAN (TCP/IP) networking principles, protocols, and equipment
- Hardware imaging and deployment software and protocols
- Specification development and writing
- Install, maintain, and repair cabling
- Knowledge of networking/TCP-IP
- Hardware - PC’s, laptops, mobile devices, PC peripherals
3
Responsibilities For Application & Infrastructure Support Analyst Resume
- IT Service Management (ITIL) - Asset Management, Incident Management, Request Fulfilment, Problem Management, and Change Management
- Proven track record of mid-level to senior L2 Production Support, implementation and system management experience required, Unix shell and Java scripting is required
- Awareness / administration of Windows server 2008R2 & 2012R2 family
- Microsoft AD Administration (User/OU/Object Management and permissions),
- Microsoft Exchange client user administration (Outlook 2016/Office 365)
- Awareness / administration of Windows server 2008R2 & 2012R2 family (Essential)
- Microsoft AD Administration (User/OU/Object Management and permissions), (Essential)
4
Responsibilities For Senior Infrastructure Support Analyst Resume
- Group Policy Awareness (Essential)
- Team player in multi-disciplined environment
- Needs to be able to hold their corner and to be able to deal with a spirited work environment
- Highest levels of professionalism, honesty and integrity
- Balanced individual able to critically appraise own strengths and weaknesses
- An example setter by deed as well as words
5
Responsibilities For Site Infrastructure Support Analyst Resume
- Stay focused and work extended hours to see a technical issue is resolved
- Work evenings and weekends as required, to install, upgrade or troubleshoot various technologies
- Desire and ability to learn and grow
- SCCM Administration – Software distribution, OS deployment and monthly Patches
- In depth knowledge of : Group policy, and client end points
- RedHat Certified Engineer (RHCE) Redhat certifications
6
Responsibilities For Lead Infrastructure Support Analyst Resume
- Oracle Sun Certified UNIX certifications
- NetApp product experience: NetApp OnCommand System Manager, OnComannd Performance Manager, Config Advisor, NetApp Management Console, NetApp Performance Console, NetApp SnapMirror replication
- Close working relationship with the end user and the service desk
- Backup technologies such as Symantec NetBackup
- Engage with end users and ensure service excellence
- Assist internal IT Project Managers with project deployments
- Engage with external partners (Lenovo, mobile suppliers) as required
- Adheres company’s and Customer’s "Standards of Business conduct"
7
Responsibilities For Application Infrastructure Support Analyst Resume
- Data storage and security techniques and best practices
- Established policies, procedures, practices of the Nebraska Department of Education
- Analyze user needs, troubleshoot, and apply general rules to logically problem solve
- Present technical information to other non-technical staff to be easily understood
- Install hardware and software and repair equipment
8
Responsibilities For MQ Level Infrastructure Support Analyst Resume
- Providing 2nd line infrastructure support, including on-site support, resolving all incidents and requests in line with SLAs and undertaking problem managing working closely with 3rd line support, Service Management and Application Support
- Documenting technical infrastructure components and their configuration for support purposes, including maintaining a detailed Engie network and configuration diagram
- Assisting with planning and delivering patches, maintenance releases and all major product enhancement releases to desktop and local office infrastructure components to minimise the impact to the business
- Contributing to the continuous improvement of the infrastructure support function by maintaining awareness of technology developments and making appropriate recommendations to enhance infrastructure services
- Ensuring that together the team develops effective working relationships at all levels by simplifying complex technical messages and acting as an advocate of IT both externally and internally
9
Responsibilities For Internal Audit Infrastructure Support Analyst Resume
- Ensuring that together the team is focused on achieving results using all resources available from initiation through to delivery and feeling comfortable to challenge and be challenged
- Actively promoting and encouraging team-working across the IT function, establishing an excellent working relationship with the Service Desk and other support teams
- Actively promoting and motivating other team members to work to, and deliver to the best of their abilities with care and determination
- Application virtualisation – APP-V, MED-V
- Work evenings and weekends as required to install, upgrade or troubleshoot various technologies
10
Responsibilities For Software Deployment Infrastructure Support Analyst Resume
- A previous awareness of vendor product support lifecycles and support models
- High level Knowledge of IT infrastructure architecture and environments
- A formal Microsoft certification such as MCSE / MCSA / MCITP
- Services-oriented mind set and willingness to ‘go the extra mile’
- Communicate technical issues to non-technical staff
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