Office 365 Administration
John McBride
Application Support Analyst
Selah,WASHINGTON
Summary
Dynamic IT professional committed to optimizing systems performance for reduced operational costs and streamlined workflows. Performs timely software installations and tests alongside routine troubleshooting to facilitate system transitions and minimize downtime. Simplifies complex topics and processes to make technical interactions less intimidating for average users.
Overview
4
4
years of professional experience
2
2
years of post-secondary education
4
4
Certifications
Work History
Application Support Analyst
Solarity Credit Union
Yakima, WA
08.2020 - Current
- Managed loan origination software for medium-sized credit union
- Provided 24/7 support for web- and client-based applications, file and data feeds and batch processes to prevent impact to business.
- Collaborated with developers, analysts and project managers to expedite incident resolutions.
- Translated client requirements into configuration requirements.
Helpdesk Analyst
Solarity Credit Union
Yakima, WA
09.2019 - 08.2020
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Provided Tier 1 IT support to non-technical internal users across a wide range of systems.
- Track all staff technical support requests using ticketing system with 15-minute response SLA of over 95%.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Identified and solved technical issues using variety of diagnostic tools and tactics
Helpdesk Support Analyst
Yakima Chief Hops
Yakima, WA
01.2018 - 09.2019
- Used ticketing systems to manage and process support actions and requests.
- Purchase, configure, distribute, and troubleshoot hardware and software issues.
- Configured and maintained Shoretel VOIP system.
- Provide remote support for 300+ employees around the world.
Education
Graduate Certificate - Information Technology And Communication Systems
Perry Technical Institute
Yakima, WA 01.2016 - 12.2017
Skills
Support Ticket System Management
Software
Salesforce
Cisco Routing and Switching
Windows OS - desktop and server
Certification
CompTIA A+
Timeline
Application Support Analyst
Solarity Credit Union
08.2020 - Current
Helpdesk Analyst
Solarity Credit Union
09.2019 - 08.2020
CIW Site Development Associate
09-2019
ITIL v4 Foundation
05-2019
Helpdesk Support Analyst
Yakima Chief Hops
01.2018 - 09.2019
Cisco CCENT
07-2017
CompTIA A+
04-2017
Graduate Certificate - Information Technology And Communication Systems
Perry Technical Institute
01.2016 - 12.2017
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