Alvin Jennings
Surprise,AZ
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
18
18
years of professional experience
Work History
Service Desk Analyst II
Early Warning Services LLC
10.2021 - 03.2024
- Responded to customer inquiries and provided technical assistance over phone and remotely.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Diagnosed and troubleshot hardware, software and network issues.
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Supported an diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Managed time efficiently in order to complete all tasks within deadlines.
- Resolved problems, improved operations and provided exceptional service.
Network Specialist II
Metropolitan Jewish Health System
10.2017 - 01.2021
- Upgraded and expanded network systems and components.
- Reviewed logs for all networking devices for unresolved abnormalities and problems.
- Conducted thorough assessments of existing networks, identifying areas for improvement or potential risks.
- Spearheaded migration projects to new platforms or technologies, minimizing downtime during transitions.
- Diagnosed and executed resolution for network and server issues.
- Administered software licensing and purchasing for effective installation of network.
- Delivered consistent high-quality support, ensuring minimal disruption to business operations.
- Visually inspected temperature sensors to maintain health of servers and network devices.
- Configured and installed wireless controllers, routers and switches.
Network Specialist
Metropolitan Jewish Health System
10.2011 - 01.2017
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Reduced downtime and improved system reliability by proactively monitoring network performance.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Organized and detail-oriented with a strong work ethic.
- Ensured optimal performance of data center systems through meticulous maintenance and upgrades.
- Built server systems and installed into racks.
- Identified and immediately resolved issues with network devices.
- Implemented regular backups and disaster recovery plans, safeguarding against data loss from unforeseen events.
- Upgraded network software and hardware for optimized performance.
Tech Support Specialist
Metropolitan Jewish Health System
10.2005 - 01.2011
- Supported Citrix Client
- End user support trouble-shooting VPN issues
- Supported iPhone, iPad and Samsung mobile devices
- Support Dell, HP laptops/Break fix
- Setup printers and scanners
- Knowledge of understanding TCP/IP and DHCP
Education
AAS in Computer Science - Electronic Technology
Technical Career Institutes
New York City, NY12.2003
Skills
- Active Directory
- Azure
- Cisco
- Citrix
- Intune
- Office 365
- Service Now
- VPN
- VSphere
- A Certification
- Mac systems
- Remote Support
- Desktop support
Awards
- Cisco CCNA
- A+ Certified Technician
Timeline
Service Desk Analyst II
Early Warning Services LLC
10.2021 - 03.2024
Network Specialist II
Metropolitan Jewish Health System
10.2017 - 01.2021
Network Specialist
Metropolitan Jewish Health System
10.2011 - 01.2017
Tech Support Specialist
Metropolitan Jewish Health System
10.2005 - 01.2011
AAS in Computer Science - Electronic Technology
Technical Career Institutes