CEDRIC HARDY
Charlotte,USA
Summary
IT professional with extensive experience, specializing in infrastructure management and technical requirements analysis. Demonstrated success in optimizing workstation configurations to enhance operational efficiency. Expertise in troubleshooting Citrix environments and promoting collaborative teamwork for effective end-user training and support. Dedicated to delivering high-quality IT solutions that meet organizational needs.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Infrastructure Analyst
Eli Lilly
Concord, NC
08.2025 - Current
- Perform technical requirements analysis of workstation infrastructure design
- Install and configure workstation hardware, software and any additional hardware and software
- Troubleshooting problems on platforms including specifically Citrix, RealVNC, VDI, Linux, iGel technology, WinXP/7/10/11 OS & workstation hardware as well as Telecom
- Coordinate with vendors regarding requirements, operating system requirements, additional hardware requirements and costs
- Provide qualified infrastructure platforms
- Provide strategy for immediate and future upgrades of hardware and software applications
- Perform application and operating system upgrades for lab and automation systems
- Consultant for questions regarding infrastructure, compatibility, backup and configuration issues
- Train end user(s) on the operations of new equipment, workstation software, networking, etc
- Providing supporting documentation for validation and testing of upgrades
- Assist with validation of new and existing systems by providing technical design information to assure GMP data integrity
IT Help Desk Technician/ Contractor
Freelance and Subcontractor
Charlotte, NC
05.2019 - Current
- Supported desktop and PC systems for multiple companies, ensuring user satisfaction and operational continuity.
- Utilized telephone, online chat and email platforms to deliver outstanding customer service.
- Investigated and resolved customer inquiries and complaints, enhancing customer experience and retention.
- Achieved customer call guidelines for service levels, handle time, and productivity, contributing to overall team efficiency.
- Cross-trained and provided back up for customer service managers.
- Upgraded POS systems in multiple restaurants and department stores for enhanced functionality.
- Repaired DVR cameras and security systems to ensure operational efficiency.
- Participated in Field Nation and Work Market platforms.
IT Analyst Specialist
Novant
Charlotte, NC
02.2024 - 08.2025
- Delivered qualified infrastructure platforms that streamlined operational efficiency.
- Coordinated vendor interactions to define requirements, operating systems, and hardware costs, ensuring alignment with project goals.
- Conducted technical analysis of workstation infrastructure design, identifying opportunities for enhancement and increased reliability.
- Maintained computer systems and networks to ensure maximum functionality.
- Installed and configured workstation hardware and software for optimal performance.
- Updated asset management system to document completed tasks and monitor daily activities.
- Resolved customer inquiries and complaints promptly, contributing to improved customer satisfaction and retention.
- Cross-trained personnel to ensure backup support for customer service managers.
- Documented Axiom project outcomes
IT Technical Support
Charter Communications
Charlotte, NC
06.2022 - 01.2024
- Executed troubleshooting procedures to identify and resolve technical issues, improving user experience.
- Maintained computer systems and networks to enhance performance and minimize downtime.
- Installed and configured software according to specifications for efficiency.
- Ensured security and privacy of networks against potential threats.
- Utilized expertise in software, hardware, and internet applications to enhance system functionality.
- Documented repairs and maintenance schedules to streamline future support and maintain operational continuity.
IT Technical Support Specialist
Pivot Technology Resources
Charlotte, NC
10.2019 - 06.2022
- Provided Tier 1 IT support through desk side services, enhancing user experience for non-technical staff.
- Installed and maintained PC hardware to guarantee optimal performance for internal users.
- Configured hardware and granted permissions for new employees during onboarding process.
- Updated asset management system to ensure accurate tracking of daily activities and completed work.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
Education
Associate's Degree - Computer Science
Claflin University
Orangeburg, SC05-2006
High School Diploma -
Lakewood High School
Sumter, SC05-2003
Skills
- Fiber optic network
- FedRAMP
- Cloud-based systems
- Desktop support
- Process improvement
- SAP S/4HANA
- Citrix
- Account reconciliation report
- Root cause analysis
- NIST standards
- Project management software
- Azure AD
- Data entry
- Network switching
- Hardware support
- IT support
- BMC Remedy
- Intune
- Aged receivables report
- Microsoft Excel
- ERP systems
- macOS
- On-site technical support
- Load balancing
- Operating systems
- Video conferencing support
- TCP/IP
- Firewall
- Organizational skills
- Budgeting
- MacOS support
- Hardware support
- Computer hardware
- Scope management
- POS
- VPN
- Software installation
- Python
- Data visualization
- Printer (troubleshooting support)
- Software implementation
- Distributed systems
- VLAN setup
- Client phone interaction
- Linux
- NetSuite
- Analysis skills
- SharePoint
- Mobile device support
- Computer networking
- Terraform
- Technical user training
- Network routing
- DHCP
- Project leadership
- LAN
- Maintaining patient confidentiality
- Change management
- Windows
- Software troubleshooting
- Live Chat
- Azure
- Chrome OS support
- Structured cabling installation
- Windows support
- Supervising experience
- Carrier management
- Data visualization software proficiency
- Telecommunications project coordination
- Customer payment analysis report
- Server configuration
- Identity & access management
- Storage device (troubleshooting support)
- Technical support management
- Laptop (troubleshooting support)
- ISO standards
- LMS
- Network infrastructure management
- IOS
- VMware
- Cloud service support
- Network monitoring
- SOC 2
- Android support
- Product support specialist experience
- DOS support
- Customer service
- Inventory management
- IT infrastructure
- Microsoft Intune
- Security Authorization
- GPO
- Kronos
- Product replacement management
- Network administration
- Active Directory
- Network management
- Information management
- Technical support expertise
- DNS
- Technical support via email
- Collaborative Team Player
- Technical User Support and Troubleshooting
- Software Troubleshooting
- Help Desk Support
- Evaluation
- Mobility Devices
- Regulatory reporting
- Databases
- Operating system installation
- MacOS
- Reporting and dashboarding tools
- Computer science
- Field IT support technician experience
- Mobile devices
- User guides
Certification
- Driver's License
- MCITP
- CompTIA Security+
- CompTIA Network+
- CompTIA A+
- Accounts Receivable Specialist (ARS) Certification
- CompTIA Server+
- CompTIA Linux+
- ARRT (CT) Certification
- ARRT (R) Certification
- ARRT Certification
- CNMT
- Forklift Certification
- ITIL Certification
- BLS Certification
- CCNP
- CCNA
- MCSE
Timeline
Infrastructure Analyst
Eli Lilly
08.2025 - Current
IT Analyst Specialist
Novant
02.2024 - 08.2025
IT Technical Support
Charter Communications
06.2022 - 01.2024
IT Technical Support Specialist
Pivot Technology Resources
10.2019 - 06.2022
IT Help Desk Technician/ Contractor
Freelance and Subcontractor
05.2019 - Current
Associate's Degree - Computer Science
Claflin University
High School Diploma -
Lakewood High School