Arisa Kobayashi
IT Analyst
Queens,US
Summary
IT Systems and Support Analyst Highly adaptable IT Support and Systems Analyst with 10+ years of experience supporting global offices. Cultivating client relationships and enforcing security using soft skills. Higher level troubleshooting and administering of users, software and hardware. Creative, logical, a natural problem solver and always excited to learn something new
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
IT Analyst Consultant at NYC Health and Hospitals
TEKsystems
New York, NY
11.2020 - Current
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Triaged diverse range of technical issues across multiple systems and applications
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Created and assigned service tickets for network, software and hardware requests. Worked within ServiceNow to manage and process support actions and requests.
- Collaborated with managers to escalate and address customer inquiries or technical issues when outside of tier 2 scope.
Technical Analyst
Cirque du Soleil
New York, NY
08.2018 - 07.2020
- Remote and on-site troubleshooting and support for several US theater locations and offices, working with Montreal HQ
- User support over tickets, email, phone, chat and remote control
- Windows Server and Exchange - AD management
- Working closely with Ticketmaster to support theater and sales operations
- Remote and on-site support during internet outages and service disruptions, general service provider outreach
- On-site network hardware upgrade projects for several cities
- Decommissioning of work sites, getting new sites up and running
- Preparing users to work remotely before COVID-19 layoffs commenced
IT Systems and Support Analyst
Analytic Partners
New York, NY
12.2011 - 07.2018
- Remote and on-site troubleshooting and support of over 170 employees in 9 global offices across US, Asia and Europe
- Understanding and enforcing strict data-handling guidelines and policies
- Remote and on-site support during outages and service disruptions, general service provider outreach
- Off-site planning, technology and support for new hire bootcamp initiatives
- Implementation and ticket processing on Jira Help Desk ticketing system
- Coordinated e-recycling initiatives for EU and US offices, documentation for
- Finance
- Assisted in domain and Exchange migrations - planning, in progress and post troubleshooting
- Ordering and inventory tracking for IT hardware and software, maintaining vendor relationships
Education
Bachelor of Science - Information Technology
Southern New Hampshire University
Remote 06.2020 - Current
Skills
In-depth knowledge of Windows Server 2008/2012, Exchange 2012 and O365
Use of basic powershell and cmd functions to run tasksAD and GPO administering, creation and maintenanceBasic networking and understanding of DNS, DHCP and PoE
Windows 7 and 10, Mac on Windows domain
Microsoft Office 2010-2016, O365WebEx - teleconferencing account managementSharefile, Box, Kiteworks - file sharing solutions
MobileIron MDM, AT&T Premier - mobile phone managementNHC and Avaya IP Office, Voicemail Pro - IP phone systemsCisco VPN and AnyConnect app troubleshootingWindows Server and Exchange - AD managementTimeline
IT Analyst Consultant at NYC Health and Hospitals
TEKsystems
11.2020 - Current
Bachelor of Science - Information Technology
Southern New Hampshire University
06.2020 - Current
Technical Analyst
Cirque du Soleil
08.2018 - 07.2020
IT Systems and Support Analyst
Analytic Partners
12.2011 - 07.2018