Buford Boaz
Bryant,AR
Summary
Professional and prepared IT analyst with focus on delivering impactful solutions. Adept in systems analysis, troubleshooting, and network management. Strong emphasis on team collaboration and achieving results. Reliable, adaptable, and skilled in variety of IT tools and technologies.
Overview
16
16
years of professional experience
Work History
IT Analyst II Infrastructure & Ops
Midcontinent Independent System Operator
02.2022 - Current
- Resolved complex technical issues through investigation and research, enhancing system reliability.
- Troubleshoot and resolve hardware/software issues, ensuring minimal disruption to operations.
- Respond promptly to requests and incident tickets.
- Address end-user computing issues across PCs, Macs, smartphones, and networks, improving user satisfaction.
- Perform software security patching post-change request approvals.
- Patch software using Ivanti and SCCM CA PAM Windows servers.
- Package software using Microsoft Azure Intune for streamlined deployment.
- Process warranty claims for break/fix devices effectively using Dell Tech Direct.
Information Technology Desk-Side Services
Centene Corporation
09.2016 - 03.2022
- Resolved complex technical issues through investigation and research, ensuring timely solutions for user needs.
- Troubleshot complex hardware and software problems, restoring functionality and minimizing downtime for users.
- Performed software installations, upgrades, and configuration of customer-specific applications.
- Trained users on policy standards, improving software performance and service quality across the organization.
- Documented requests and tracked tickets in ServiceNow according to policies and procedures.
- Participated in asset management following strict security protocols.
- Provided third-level support for customer software and operating system inquiries.
- Processed warranty claims for break/fix devices across various platforms.
Information Technology Specialist Level 2
Unisys
09.2013 - 09.2016
- Delivered first-line technical support for hardware systems and applications, enhancing user satisfaction for customers and employees.
- Provided technical support for internal and external customers across three service desks, maintaining consistent service levels.
- Troubleshot IT issues including hardware, software, networking, and data/voice network technology.
- Applied diagnostic techniques to identify issues, investigate causes, and recommend corrective solutions.
- Monitored installed systems, identified problems, and implemented corrective actions promptly.
- Installed and configured software, print drivers, and utilities on workstations and networks.
- Managed daily rotations among three service desks to ensure consistent service delivery.
- Guided end-users through service now submission process, ensuring timely resolution of technical issues.
Lead Technical Imaging & Printing Member Level IV
Hewlett Packard
02.2010 - 09.2013
- Executed complex assignments applying significant judgment and specialized knowledge to achieve critical project outcomes.
- Achieved objectives independently while ensuring compliance with established procedures to maintain operational standards.
- Provided technical guidance to non-exempt employees, enhancing departmental understanding of processes and best practices.
Education
Basic Courses Completed -
University of Arkansas at Little Rock
Little Rock, AR04-2026
High school diploma -
John L. McClellan High School
Skills
- Active Directory
- SCCM
- Citrix
- ServiceNow
- VMWare
- Ivanti
- Microsoft Windows Server
- IT support
- Intune by Microsoft Azure
- IT risk management
Additional Information - Key Strengths And Competencies
- Information Technology / Troubleshooting
- Creative Conflict Resolution
- Active Directory
- Inventory Accountability & Deployment
- Implementation / Training
- Citrix Virtual Desktop / Published Desktop / VDI
- MS Windows / MS Office / Server
- Software Installation / Re-image
Timeline
IT Analyst II Infrastructure & Ops
Midcontinent Independent System Operator
02.2022 - Current
Information Technology Desk-Side Services
Centene Corporation
09.2016 - 03.2022
Information Technology Specialist Level 2
Unisys
09.2013 - 09.2016
Lead Technical Imaging & Printing Member Level IV
Hewlett Packard
02.2010 - 09.2013
High school diploma -
John L. McClellan High School
Basic Courses Completed -
University of Arkansas at Little Rock