Summary
Overview
Work History
Education
Skills
Timeline
Generic

Andria Broadnax

Princeton

Summary

IT professional with proven track record in managing and optimizing IT support operations. Known for fostering team collaboration and consistently achieving high standards of service. Reliable and adaptable, with strong technical acumen and leadership qualities.

Overview

17
17
years of professional experience

Work History

Service Desk Lead (Contract)

Form Health
08.2024 - Current
  • Supervised the Service Desk operations, including onboarding and off boarding, providing technical support, managing accounts, and overseeing the procurement and maintenance of inventory.
  • Supervised IT Team with ticket resolution and onboarding/off-boarding staff.
  • Helped establish our Service Structure, setting up our ticketing system, establishing KPIs and tracking/reporting for those metrics.
  • Served as first point of contact for all Helpdesk requests for all areas of IT enterprise.
  • Configured Google SSO using SAML for requested websites.
  • Assisted with system configuration of key software - e.g. Jira Service Desk Management, Drata, Ring Central, HelpScout, Notion and Linear.
  • Worked with other departments, stakeholders, and vendors to improve the user experience.
  • Created IT business plans and participated in the Quarterly budget plans for the company.
  • Collaborated with other departments to ensuring seamless service delivery.
  • Ordered computers and other peripherals for the staff.
  • Assisted in preparing for Compliance Audits. This included completing IT and security questionnaires and monitoring and fixing any compliance failures on all computer systems.
  • Assisted with development and deployment of new technologies and systems.
  • Maintained the Data security and compliance program.
  • Provided timely and effective support to our employees, patients and providers whether it be technical troubleshooting (network connectivity, software setup, etc.), questions about our workflows, or the tools we use including our proprietary application.
  • Responded to track and trend issues received by phone or in our ticketing system, ensuring prompt resolution as well as inform continuous improvement.
  • Created and organize numerous support content for users.
  • Worked closely with Onboarding, Learning & Development to identify training and resource gaps and help create documentation to better enable our employees and patients to self-serve Assist with de/provisioning for new and existing users.

IT Site Manager

Nexperia
08.2022 - 08.2024
  • Independently provided IT Support for the entire US Nexperia staff in several office locations including Mexico.
  • Facilitating communications and collaborations between technology and non-technology teams, fostering a culture of cross-functional teamwork.
  • Conducting IT Orientations and training for all new hires and staff.
  • Managing company business internet service and mobile phone accounts.
  • Support and deployment of infrastructure, network, and desktop, mobile phones.
  • Maintaining equipment inventory including monitors, laptops, and other peripherals.
  • Responsible for assisting on projects for other groups, such as Infrastructure, Network or Business Projects Inventory control and documentation.
  • Installed and updated software and/or hardware peripherals, applied security patches and anti-virus updates. Imaged all PC’s laptops and desktops.
  • Coordinate & manage vendor support in alignment with Nexperia Vendor Management
  • MDM or Modern Workplace knowledge and interest in the Modern Workplace functionality
  • Provided support on Application deployments and project rollout for client devices.
  • Client Imaging and User support, Active Directory, O365. Print Service site, Video conferencing, Client patching. PABX/VOIP and VIP support.
  • Reporting and discussing of status, findings, and outcomes to/with relevant stakeholders.

Senior IT Support Specialist

Mechanic Bank
01.2022 - 08.2022
  • Installed, configured, troubleshoot, and resolved computer, telephone and peripheral issues for end users.
  • Completed and creates Service Desk work orders for issues that arise or are reported via call or walk-up and ensures they are completed within the previously agreed Service Level Agreement guidelines.
  • Built a rapport with client base to provide quality customer service to staff.
  • Responsible for communicating and coordinating with users on required work orders and/or any other related duties.
  • Performed all other job duties as assigned by manager.
  • Provided remote hands support and onsite deployment of new technology equipment including, servers, computers, routers, switches, mobile devices, new applications, etc.
  • Implemented software and hardware changes on workstations, servers, routers, and switches on-site in collaboration with other IT teams.
  • Responsible for maintaining accurate inventory information and overseeing Information Technology.
  • Maintained functioning spare equipment in order to supply rapid response times to hardware failures.
  • Documented, coordinated, planned, and executed projected initiatives.
  • Responsible for providing accurate data for monthly/yearly reporting of metrics to management.
  • Responded to emergency network outages in accordance with business continuity and disaster recovery plans.

Service Desk Analyst

Ares Management
06.2021 - 01.2022
  • Maintaining a high degree of customer service and confidentiality (as needed) for all support queries while adhering to all service management principles.
  • Managing day to day incident submissions; builds and manages his/her queue; answers support queries via phone and email for local and remote offices, responds and completes all requests by taking ownership of every task completely and in a timely and courteous manner.
  • Managing onboarding and off-boarding process of employees as it pertains to Technology equipment by setting up new users, modifying access for existing users and installing relevant applications.
  • Exercising problem-solving skills daily to resolve customer issues as they arrive.
  • Monitoring progress of tasks and/or incident resolutions while determining escalation points and criticality of requests.
  • Managing incident resolution activities by identifying, troubleshooting, and resolving software failures that prevent a user from employing an existing IT service.
  • Ensuring all required documentation is current, all support activities are properly logged and tracked in ServiceNow and other operational and relevant support systems.
  • Ensuring the highest level of service delivery for all clients within the firm.
  • Identifying issues and make recommendations that will improve processes and procedures.
  • Assisting in strategic initiatives through brainstorming and implementation, etc.
  • Augmenting team capabilities by introducing / deepening additional technical skillsets
  • Identifying, proposing & deploying solutions for recurring issues at the workstation level.

Technical Analyst - Lead

FCB Health
09.2019 - 06.2021
  • Trained and mentored team members. Also, designated tasks based on the team members skills.
  • Planned and organized team projects.
  • Create and respond to desktop related tickets to determine appropriate corrective actions and/or escalation.
  • Support all the outside locations including the main office.
  • Regularly update the ticket tracking system (Remedy) with status and fixes.
  • Install software and/or hardware peripherals, apply security patches and anti-virus updates.
  • Troubleshoot problems by applying established techniques, procedures and specific standards as determined by the End User Engineering Services team.
  • Serve as the local office primary point of contact for administration and hardware/software support for new and existing file, print, and application servers.
  • Resolve end user’s desktop computer issues, issuing/tracking loaner hardware, printer troubleshooting and configuration.
  • Participate in new and existing infrastructure deployments and coordination of projects with IPG End user Engineering Services, Core Services, and Global Networking teams to provide site designs according to documented standards.
  • Follows documentation and checklists to ensure a high quality of service thus maximizing efficiency and effectiveness.
  • Respond to after-hours/emergency support requests as needed.
  • Responsible for implementation, issue resolution, escalation, and communication.
  • Support all meetings from a technical standpoint including A/V setup and troubleshooting.

Jr. Technical Analyst

FCB Neon
11.2018 - 09.2019
  • Served as the local office primary point of contact for administration and hardware/software support for new and existing file, print, and application servers.
  • Regularly update the ticket tracking system (Remedy) with status and fixes.
  • Directly interacted with users, requiring strong interpersonal skills with heavy focus on client relations.
  • Installed and updated software and/or hardware peripherals, applied security patches and anti-virus updates, updated accounts in Active Directory, modified Group Policies and registries. Imaged PC and MAC laptops/desktops.
  • Provided application support for all Adobe applications, Office 365, Universal Type Client, docuproof, SnagIt, and other web based applications.
  • Resolved Avaya phone systems as well as Android, iPhones, iPads and Wacom tablet issues.
  • Resolved problems by applying established techniques, procedures and specific standards as determined by the End User Engineering Services team.
  • Resolved end user’s desktop computer issues, VPN’s using Pulse Secure and configuring/troubleshooting printers.
  • Participated in new and existing infrastructure deployments and coordination of projects with IPG End user Engineering Services, Core Services, and Global Networking teams to provide site designs according to documented standards.
  • Responded to after-hours/emergency support requests as needed.
  • Responsible for timely and accurate analysis and system administration.
  • Supported all meetings from a technical standpoint including A/V setup and troubleshooting.

Administrative Assistant

NYU Langone Medical Center
11.2008 - 11.2017
  • Coordinated patient referral request.
  • Sending surveys, bereavement cards and complete follow-up phone calls
  • Scheduled family meetings, departmental meetings and other meetings as requested.
  • Additional responsibilities include reimbursement requests, ordering supplies, heavy data entry and creating numerous excel monthly/quarterly patient data and survey reports
  • Assisted in billing recordings and submission.
  • Recorded minutes for the Pediatric and Palliative care departmental meetings.
  • Created staffs, medical students and fellow weekly/ monthly schedules.
  • Updated weekly/monthly on-call schedules for Nurses and Attending’s in the Palliative Care, Pediatric and Geriatric department.
  • Organized annual interdisciplinary conferences and department events.
  • Participated in numerous Joint Commission projects and audit preparations.
  • Responsible for all Purchasing Request, Invoices, Service Agreements and Contracts
  • Tested and distributing blood specimens.
  • Department payroll processed on a weekly basis
  • Created Blood Smears for staff.
  • Maintained department inventory weekly.
  • Updated staff weekly schedule, design holiday layouts, event invitations and laboratory log sheets
  • Created numerous reports and spreadsheets, inclusive monthly expenses, reagent study reports.
  • Answered heavy switchboard, inclusive calls from Doctors, Nurses and vendors
  • Provided customer service to all vendors.
  • Booked conference meetings for departmental meetings and other meetings as requested.
  • General office duties, data entry, processing incoming/outgoing mail, petty cash, filing, faxing, and purchases orders.
  • Typed and modified numerous procedures and laboratory policies.

Desktop Support Technician (Intern)

Clinic IT
06.2017 - 09.2017
  • Resolved tier 1 work orders. Elevated complex and/or high priority problems to the appropriate techs for resolution
  • Performed onsite technical support to clients as well as remote troubleshooting to software and networking issues.
  • Engaged in research and in-depth troubleshoot to resolve technical issues on mobile devices, laptops and desktops.
  • Assisted and participate in small projects or projects that are specific to the tech's assigned department.
  • Participated in testing and evaluating new software, hardware, systems.
  • Configured and install new Windows desktop computers and HP printers.
  • Involved in the installation and rollout of new and upgrade of existing software.
  • Displayed exceptional people skills and maintained calm demeanor during every phone call.

Education

A.A.S - Computer Network Technology

Borough of Manhattan CUNY College
New York, NY
06.2018

CompTIA A+ Program - undefined

New York Business Institute
New York, NY
08.2016

Skills

  • Operating Systems: Windows Servers, Windows 7 - 11, Mac OS, Android OS, IOS, Linux (Ubuntu)
  • Management: Active Directory, JAMF , Google Workspace, Oracle, SQL , Azure
  • Security: Cisco Tracer Packet, Wireshark, McAfee, Sophos, Symantec, Drata , Pulse Secure, Global Protect
  • Applications: Office 365, Adobe PS, InDesign & Illustrator, Blue Jeans, WebEx, Zoom, Slack, RingCentral, Text Expander, NordPass, PowerBI, Salesforce, Snowflake
  • Ticket System: Jira, Zendesk, Remedy, Service Now
  • Other Programs: NinjoaOne, Bomgar , VMWare, SplashTop, Addigy, CyberArk, Okta, Duo, SnagIT
  • A/V Crestron Systems
  • Avaya Phone Systems
  • Laser, Fax machines, Scanners
  • Motherboards -ATX, Mini ATX, Raspberry Pi
  • Flat Panel Monitors and Graphic PCI
  • Fiber Optics, Ethernet, Coaxial Cable
  • Logitech conferencing systems
  • Incident management
  • Ticketing systems
  • Software troubleshooting
  • Team management
  • Problem-solving
  • Security management
  • System configuration
  • Hardware diagnostics
  • Tracking and documentation
  • Written communication
  • VPN management
  • Device installation
  • Risk assessment
  • System upgrades
  • Technical troubleshooting
  • Hardware and software repair
  • Technical issues analysis

Timeline

Service Desk Lead (Contract)

Form Health
08.2024 - Current

IT Site Manager

Nexperia
08.2022 - 08.2024

Senior IT Support Specialist

Mechanic Bank
01.2022 - 08.2022

Service Desk Analyst

Ares Management
06.2021 - 01.2022

Technical Analyst - Lead

FCB Health
09.2019 - 06.2021

Jr. Technical Analyst

FCB Neon
11.2018 - 09.2019

Desktop Support Technician (Intern)

Clinic IT
06.2017 - 09.2017

Administrative Assistant

NYU Langone Medical Center
11.2008 - 11.2017

CompTIA A+ Program - undefined

New York Business Institute

A.A.S - Computer Network Technology

Borough of Manhattan CUNY College

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