ASHLEY FOOTE
Support Analyst
Great Mills,MD
Summary
Seasoned analyst offering more than 18 years of experience in technical and customer support. Dedicated team player who applies technical expertise and diagnostic abilities toward solving problems and maintaining usability and performance. Highly collaborative between corporate, stakeholders and internal departments. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
Work History
Senior Network Support Specialist
SMX / Trident Technologies
Patuxent River, MD
02.2014 - Current
- Provide customer and computer support for over 65 users
- Collaborate with program managers to create and produce impactful presentation materials
- Deliver computer network support, establish e-mail accounts, resolve server/hardware issues
- Guide team through training and updates on all new programs and applications, including Microsoft Teams, and Share Point Online (SPO)
- Operate as interface between different business units and technology teams
- Establish short- and long-term computer program plans with leadership to manage and control work efforts
- Initiate, maintain, and update data in records management system/National Enterprise Tool (NET) and process requests for approved software
- Assist senior management and conduct research, data analysis and computer presentations
- Communicate computer update plans and timelines on state of program and any problems requiring resolution or revisions with senior project managers
- Provide written and verbal communication such as status reports, progress reports and documentation to senior program leadership
- Overhaul local share drive
- Assist in creation of program wide SPO page
- Manage, implement, and coordinate computer network tasks based on organizational priorities and assignment difficulty
- Interact with facilities, phone office and Base Ops to ensure all computer network initiatives are appropriately implemented
- Conduct schedule analysis to identify potential risk areas and potential impact on computer program's completion deadlines
- Troubleshoot failed drives, warnings and unscheduled reboots.
- Identified issues and implemented troubleshooting techniques to alleviate downtime and system failure
- Provided professional services and support in dynamic work environment.
- Proven ability to learn quickly and adapt to new situations
- Cultivated interpersonal skills by building positive relationships with others
- Demonstrated creativity and resourcefulness through development of innovative solutions
- Paid attention to detail while completing assignments.
- Worked flexible hours across night, weekend and holiday shifts
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service
Junior Network Analyst
Amelex
Patuxent River, MD
12.2007 - 02.2014
- Managed customer and computer support for over 40 users
- Initiated, maintained, and updated data in records management system
- Maintained program wide e-mail distribution list
- Assisted users with all software and hardware issues
- Reviewed and approved invoices before sent over to comptroller for payment
- Maintained local share drive including adding and removing users.
- Mitigated risk by analyzing complex computer systems to assess vulnerabilities.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Linked computers to network and peripheral equipment.
- Set up and maintained user accounts and client access.
Computer Analyst
General Dynamics
Patuxent River, MD
12.2006 - 12.2007
- Assisted users at remote installations for requisitioning NMCI software
- Supported NET-related issues and authorized building and software move, add, and change requests
- Recommended new and replacement hardware and software purchases.
- Set up and maintained user accounts and client access
- Followed detailed operational process and procedures to appropriately analyze, escalate and assist in remediation of information security incidents.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
- Explained technical information in clear terms to non-technical individuals to promote better understanding
Technical Agent
General Dynamics
Patuxent River, MD
05.2002 - 12.2006
- Tier 1 & 2 Navy Enterprise Resource Planning (ERP)
- Provided second level support to users calling NAVAIR National Help Desk
- Added/modified users, created call groups, auto-tasks, installed and troubleshoot HEAT database
- Assisted customers with Navy ERP Material Management and Workflow issues
- Solved problems for Materials Management via updating documents in ERP, correcting errors, & reconciling credit card orders
- Offered assistance in implementing and developing training programs
- Responded to customer inquiries and provided technical assistance over phone
- Generated reports to track performance and analyze trends
- Created user accounts and assigned permissions
- Researched and identified solutions to technical problems
- Offered assistance in implementing and developing training programs
Education
Bachelor of Arts - Business Administration
01.2017 - 07.2019
Associate of Arts - Information Technology Service
09.2001 - 08.2004
Skills
Share Point Online (SPO)
Technical Support
MS Office & Tools
Dependable and Responsible
Attention to Detail
Organization and Time Management
Customer support
Timeline
Ashworth College - Bachelor of Arts, Business Administration
01.2017 - 07.2019
Senior Network Support Specialist - SMX / Trident Technologies
02.2014 - Current
Junior Network Analyst - Amelex
12.2007 - 02.2014
Computer Analyst - General Dynamics
12.2006 - 12.2007
Technical Agent - General Dynamics
05.2002 - 12.2006
College of Southern Maryland - Associate of Arts, Information Technology Service
09.2001 - 08.2004