- Spending time with family
- Camping
- Movies
- Football
- Reading
- Computer games
- Card games
Alex Ely
Syracuse
Summary
Dynamic IT support professional with a proven track record in efficiently troubleshooting and resolving technical issues. Strong commitment to teamwork and results-driven performance facilitates seamless adaptation to evolving environments. Expertise in customer service, problem-solving, and technical communication ensures reliable user support while fostering positive relationships. Recognized for upholding high standards and consistently delivering impactful results that enhance operational efficiency.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Service Desk Analyst III
South Jordan Utah
South Jordan, Utah
06.2016 - Current
- Achieved resolution of end-user issues as the primary contact for technical support. Delivered effective troubleshooting solutions to enhance user experience. Streamlined user account creation and management in Active Directory and other applications. Optimized switch port configurations for multiple VLANs. Enhanced printer setup and maintenance processes. Coordinated contractor efforts for successful network installations. Managed blue stake ticket processes to ensure compliance. Collaborated with administrators to implement effective problem-solving strategies. Mentored new team members on cultural integration and operational efficiency. Executed setup and configuration of access points and switches. Resolved Microsoft Office issues for end users, improving productivity. Supported global users with timely technical assistance. Developed innovative solutions for complex challenges. Established and maintained efficient CSR queues. Upgraded and maintained production systems to ensure optimal performance. Troubleshot and resolved technical issues for users, enhancing overall customer satisfaction. Managed incident tickets using ServiceNow and FreshService to ensure timely resolution and follow-up. Averaging over 225 ticket closures a month.
Data Analyst
Davis/Morgan/Summit Head Start and Early Head Start
Kaysville, Utah
08.2014 - 01.2016
- Analyzing data for Early Head Start, Head Start and Title 1 student information. Ensuring data integrity, updating student databases, student scores and present outcome data to management staff for goals and decision making. Help end users with Microsoft Office. Trouble shoot computer, mobile and tablet problems.
Education
Bachelor of Science Degree - Information Systems & Technologies
Weber State University
Ogden, Utah06-2014
Skills
- High degree of moral integrity
- Strong work ethic
- Excellent problem solver
- Network Management
- IP Addressing
- VoiP
- Cisco CUCM, UCCX, Unity, Finesse, Jabber, WebEx
- IPAM
- Remote technical support
- Incident management
- Network troubleshooting
- CallCopy
- CXone
- Wireshark
- Meraki Z3
- Active Directory
- Group Policy
- VPN
- Oracle
- Agile
- Putty
- mRemote
- mobaXterm
- APP-V
- vSphere
- Microsoft Office
- Microsoft Server 2008 R2, 2016
- SQL
- PowerShell
- Red Hat Linux
- AzureAD
- Intune
- PrinterLogic
- Dynamics
- Asana
- Microsoft Exchange
- Office 365
- Cortex
- ServiceNow
- FreshService
- PDQ Inventory, PDQ Deploy
- Ninja
- Microsoft Configuration Manager
- Printer Logic
- ChatGPT
Certification
- ITIL
- Studying Linux+
- Studying Security+
Interests
Timeline
Service Desk Analyst III
South Jordan Utah
06.2016 - Current
Data Analyst
Davis/Morgan/Summit Head Start and Early Head Start
08.2014 - 01.2016
Bachelor of Science Degree - Information Systems & Technologies
Weber State University