Andrea Richardson
Mascotte ,FL
Summary
Analyst working in a variety of settings to multi-tasking and work well under high pressure, time sensitive situations. Experience working with in the Healthcare and Funeral Home Industry provided technical support to over 22,000 clients, supporting 30+ applications at 32+ Hospitals ensuring Service Levels are met and identifying technical software/ hardware issues, and develop action plans to reduce client complaints with first call resolution 80% of the time. Familiar with Microsoft Office programs, Internet Browser’s IE, Safari and Google Chrome and am a quick learner with other job related applications. Willing to relocate: Anywhere Authorized to work in the US for any employer. Current experience with using Active Directory to reset password and add end users to a group for access, CAU (Control Access Utility) VPN, remote access tools such as Dame ware, Go to Assist and SCCM. Familiar with using Service Desk Manager ticketing tool and metrics.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Cyber Security Specialist
The Scarlett Group
02.2024 - Current
- Maintained up-to-date knowledge of emerging threats, providing proactive solutions for potential vulnerabilities.
- Contributed to the development of company-wide policies on information security, privacy, and acceptable use of technology resources.
- Reduced cyber risks by conducting regular vulnerability assessments and penetration tests.
- Built relationships and fostered effective communication with legal personnel to conduct practical investigations.
Field Infrastructure Engineer/Field Support (White Glove Serivces)
SCI
08.2020 - 09.2023
- Provide on-site technical support for PCs (software and hardware), equipment & mobile device (Smartphone and Tablet)
- Physically set up computers and software system installation
- Install desktop hardware and software
- Follow standards for devices and software, as approved and directed by the Senior Leadership
- Work with networking and server staff
- Troubleshoot and perform preventive maintenance on any authorized devices
- Enter and update Helpdesk tickets required to monitor and track all work done
- Contribute to maintaining inventory and spare hardware, and related inventory records
- Provide image builds and/or modifications to manager for validation
- Maintain and manage inventory and spare hardware, and related inventory records
- Stay abreast of the latest technology enhancements through continuous technical self-education and reading
- Povide detailed descriptions within help desk tickets
- Must include troubleshooting steps taken
- Direct, guide, and/or mentor Associate and Intermediate-level IT Support Technicians, to improve teamwork, knowledge, and customer service
- Work closely with inventory and purchasing processes to support needed projects
- Identify roadblocks and make recommendations for completion of projects
- Be able to assess end user devices at all entities to determine whether they meet the standards.
Associate IT Help Desk Analyst (Promote to Field Infrastructure Engineer)
SCI
03.2018 - 08.2020
- Respond, diagnose, troubleshoot, & resolve Service Desk Information Technology incidents & requests
- Utilize remote control and various Information Technology tools to assist in analyzing and solving incidents & requests
- Generate outbound phone calls and provide world class customer service
- Provide clear, detailed, and concise documentation (including troubleshooting & resolution steps) in the computerized tracking system
- Engage with the Service Desk Senior or Tier III teams to seek support and resolutions to complex Information Technology incidents & requests
- Ensure each service ticket has a successful resolution and customers are communicated & satisfied with the outcome of their incident & request
- Communicate with the Service Desk Senior / Supervisor on training opportunities, knowledge document requests or anything pertaining to the scope of the position
- Escalate unresolved Information Technology incidents & requests to Tier III teams.
Associate, IT Help Desk Analyst
ATOS-Disney
02.2017 - 03.2018
- Fixing known problems and supporting design solutions
- Collecting symptoms, analyzing and solving customer problems through remote access
- Process management of related incidents or requirements and documentation of changes made
- Cooperation and coordination of service support with other internal departments to handle incidents
- Responsible for taking inbound calls and providing support to corporate offices and field employees regarding software/hardware issues
- Microsoft applications, etc.; scheduling maintenance
- Installing and setting up equipment and hardware/software for new and existing employees; performing upgrades when necessary.
Associate , IT Help Desk Analyst
AdventHealth
06.2014 - 11.2016
- Adhere to IT Service Management policy and procedures for all in scope process areas
- Administers all duties in accordance with established policies, procedures, and standards
- Collaborates with peers, Service Desk Leadership, Administrators, Department Managers, analysts and engineers regarding reported issues
- Identifies opportunities to improve team member satisfaction
- Processes incoming customer interactions within Service Desk departmental goals
- Promptly records specific issues, processes, or reports of customer dissatisfaction
- Proposes creation or revisions to Service Desk knowledge documentation and processes.
Education
Certificate for Nursing Assistant (C.N.A.) -
Gabriel Health Institute
Skills
- MS Office Suite 2003-2016
- Troubleshooting/Problem Solving
- Software/Hardware Installs
- Call Center Operations
- Technical/User Support
- Network Troubleshooting
- Complaint Handling
- Reports & Documentation
- Set Up Users Account in Active Directory
- VPN, Dameware and Go to Assist
- Control Access Utility
- Service Desk Manager Ticketing Tool
- Service Now Ticketing System
- Cisco Phone Trainer 8851/8811 phones
- IE, Google Chrome and Safari Browser
- Member of the Trainee Committee
- Team Lead of 2 or more employees on the evening shift 12-830pm
Accomplishments
- Analyst of the Month Award
- Two-Time Analyst of the Month Award
- 1st Analyst to get the HDI Support Center Analyst Certification
Certification
HDI Help Desk Analyst
Timeline
Cyber Security Specialist
The Scarlett Group
02.2024 - Current
Field Infrastructure Engineer/Field Support (White Glove Serivces)
SCI
08.2020 - 09.2023
Associate IT Help Desk Analyst (Promote to Field Infrastructure Engineer)
SCI
03.2018 - 08.2020
Associate, IT Help Desk Analyst
ATOS-Disney
02.2017 - 03.2018
Associate , IT Help Desk Analyst
AdventHealth
06.2014 - 11.2016
Certificate for Nursing Assistant (C.N.A.) -
Gabriel Health Institute