Benjamin Washington
Summary
Knowledgeable Desktop Support Analyst well-versed in Windows and Apple operating systems. Troubleshoots malfunctions, updates components and patches software for smooth software operations. Known for thriving in fast-paced environments and making efficient and informed decisions for repairs. A Tech-savvy Desktop Support Analyst possessing excellent troubleshooting skills for Windows, Linux and Mac platforms. Offering 25 years of experience configuring, installing and maintaining computer and telephone systems. Well-versed in efficiently resolving issues and tickets with highest standard of service and support.
Overview
32
32
years of professional experience
Work History
Sr. Desktop Analyst
Infinite Technical Services at The City of Hope
09.2021 - 03.2024
- Desktop Analyst effectively troubleshooting computer software and hardware issues followed by taking appropriate action for resolution while adhering to pertinent policies, processes, and protocols
- Monitor Remedy ticketing system and organize tasks
- Handle escalated calls as third-level support
- Supporting OS: Windows 7, 8, 10, 11and Mac IOS
- MS Office 2016, 2019, & 365
- Symantec Endpoint Protection suite, EPIC, ITMS, SCCM, Kronos, and other proprietary Enterprise applications.
Clinical Analyst l
Shriner's for Children Medical Center in Pasadena, Ca.
01.2018 - 07.2021
- The Analyst's activities include analysis, design, testing, training, implementation, maintenance and support of the clinical software applications of SHCIS, the enterprise-wide hospital information system that spans Headquarters and the 21 SHC hospitals
- The primary responsibilities are developing, maintaining, and testing application software using Cerner tools, and receives guidance and supervision from Clinical Analysts II and the Clinical Applications Manager as necessary
- Expand or modify system to serve new purposes or improve workflow
- Develop programs and databases to assist staff in accurately capturing and recording data for study and validation
- Specialized experience would typically include but are not limited to: Knowledge of operating systems, office suites, hardware and networking principles
- Knowledge of Information Technology (IT) equipment (desktops, laptops, printers, scanners) troubleshooting and problem resolution procedures
- Ability to communicate with the customer to resolve technical issues and communicate the solution to the customer and co-workers
- Interface with external vendors as needed
- Ability to complete work assignments on time and manage short-suspense projects.
Desktop Analyst II
Providence St Johns Health Center
01.2008 - 01.2018
- Desktop Analyst effectively troubleshooting computer software and hardware issues followed by taking appropriate action for resolution while adhering to pertinent policies, processes, and protocols
- Monitor ITSM ticketing system and organize tasks Handle escalated calls as third-level support
- Supporting OS: Windows 7, 8, 10 and Mac IOS
- MS Office 2013 & 365, Symantec Endpoint Protection suite, Meditech, EPIC, ITMS, SCCM, Kronos, and other proprietary Enterprise applications
- Network support for IDF/ network devices supporting connectivity including port activations; Active Directory Administration and Managing static IP address reservation via Infoblox; installing new Network printers on Print servers
- Provide executive support for conference room media hardware and software for various platform configurations (Windows & IOS)
- Application and Vendor systems support for installation, upgrades, migrations, and maintenances to desktop and mobile PCs, Mac, Thin Client, and mobile phone and tablets, Excellent interpersonal and oral /written Communication skills and have high adaptability to changes in technology.
Freelance IT Consulting
Personal Clients
01.2005 - 01.2011
- Some of my client includes: Watts Health Corporation, Another Chance/Another Choice (nonprofit agency in Sacramento), support various private business entities and individuals locally and remotely providing services from desktop support to hardware, software support, antivirus, and hosted email support
- CAWSO IT Los Angeles, Ca
- Consultant from 2008 to 2011 DBTAXX Consultants Fairfield, Ca
- Consultant from 2008 to 2020 Infusion Connection Pharmacy Services Santa Monica, Ca
- Consultant from 2011 to current
Desktop Support Analyst
Children's Hospital
01.2001 - 01.2005
- Provide third level desktop support of over 4000 internal users by configuring network protocols, network security, hardware installation and configuration, WAN technology, and network hardware such as cabling, port activation's, CISCO routers, and hubs and Internet high-speed connectivity
- Supporting Operating Systems installations (imaging) and migrations (from Windows NT to Windows 2000/ XP)
- Supporting business applications such as Microsoft Office '97 /2000/ XP Suite and mail client software such as Outlook'98/ 2000 and Lotus Notes R.5 for internal CHLA employees
- Was nominated for “Employee of the Year” award in 2003 and 2004; Provide Executive support for remote access users using Secure ID , VPN and Citrix Meta Frame
- Use SMS and Altiris to remotely diagnose and correct network issues
- Support for various printer configurations for network (HP & Lexmark).
IT Support Analyst
Hewlett Packard
01.2000 - 01.2001
- PC problem resolution and functionality assistance for HP personal computers, HP Palmtops, Omni Books, and other laptop computers: Configuration assistance for WIN 95/98, NT, WIN2000 and WIN-CE
- Network software configuration assistance
- Peripheral, including network printers, configuration assistance
- System performance tuning
- PC application support (including messaging) Application installation and configuration assistance
- Functionality support
- HP Credit Union technical support
- Second level support for LAN administration, Network protocols, network security, installation and configuration, WAN technology, and network hardware such as cabling, routers, and hubs and Internet high-speed connectivity
- Second level phone support for business applications such as: Microsoft Word ’98 & 2000, Excel ’98 & 2000, Outlook 2000 and other
Technical Support Representative
Packard Bell, Inc.
01.1992 - 01.1993
- Provided technical phone support to end user customers needing assistance with installation, configuration, operation, upgrade or maintenance of Packard Bell / NEC products
- Troubleshoot customer issues and provided immediate over-the-phone resolutions using internal/external commands
- Use of remote-control connectivity to repair of MS-DOS, Windows 3.11, Windows 95/98, & NT operating systems.
Education
Graduate -
George Washington High
Los Angeles, CaliforniaMCSE/MCP Graduate -
InfoTech, School of Technology
Sacramento, CaliforniaDell Desktop & Laptop Certification
CCENT & CCNA -
University of California at Los Angeles
Los Angeles, California01.2008
Skills
- Strong Communication Skills
- Remote Desktop Management
- Technical support expertise
- Analytical thinking abilities
- Continuous learning mindset
- Operating System Proficiency
- Critical Thinking Capabilities
- Network connectivity knowledge
References
Available upon request
Timeline
Sr. Desktop Analyst
Infinite Technical Services at The City of Hope
09.2021 - 03.2024
Clinical Analyst l
Shriner's for Children Medical Center in Pasadena, Ca.
01.2018 - 07.2021
Desktop Analyst II
Providence St Johns Health Center
01.2008 - 01.2018
Freelance IT Consulting
Personal Clients
01.2005 - 01.2011
Desktop Support Analyst
Children's Hospital
01.2001 - 01.2005
IT Support Analyst
Hewlett Packard
01.2000 - 01.2001
Technical Support Representative
Packard Bell, Inc.
01.1992 - 01.1993
Graduate -
George Washington High
MCSE/MCP Graduate -
InfoTech, School of Technology
Dell Desktop & Laptop Certification
CCENT & CCNA -
University of California at Los Angeles
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