Dynamic and results-oriented professional with over 5 years of experience in IT system administration. Demonstrated expertise in managing large-scale Microsoft environments, providing advanced 2nd line support and optimizing operational efficiency.
Overview
8
8
years of professional experience
Work History
System Analyst
FreshEdge, LLC
09.2024 - Current
Provided technical support for their ERP solution Produce Pro.
Delivered level I/II technical support for the organization's 17 subsidiaries across the continental United States.
Configured and managed workstation environments to enhance user experience.
Maintained optimal performance of Zebra printers and scanners through systematic troubleshooting and firmware upgrades.
Configured and managed devices in Microsoft 365, SharePoint, and Intune ensuring 99% uptime for end users.
Help Desk Tier II
White-Wilson Medical Center
02.2020 - 09.2024
Managed a Microsoft environment with 500 clients and servers, ensuring seamless operation.
Configured and managed 30+ Group Policies to enhance system security and efficiency.
Developed automation scripts using PowerShell for system management.
Provided tier 1/2/3 technical support for Microsoft 365 and Azure cloud services.
Provided analytical support, resolving 95% of complex technical issues within SLA using advanced diagnostic tools and techniques, improving user satisfaction by 20% over six months.
Developed comprehensive documentation for troubleshooting procedures, reducing the average resolution time by 25% over 12 months by using NinjaOne for knowledge management.
Centralized Scheduling Supervisor
White-Wilson Medical Center
11.2018 - 02.2020
Supervised a team of up to 13 schedulers, ensuring efficient operation and high-morale.
Coordinated scheduling for 20 healthcare providers across various specialties.
Implemented strategies to reduce dropped call rates to 10-12% and average call times to 3 minutes.
Scheduler, Team Lead
White-Wilson Medical Center
02.2017 - 11.2018
Handled numerous appointment requests, ensuring accurate and prompt scheduling.
Prepared hospital records for patient appointments to supply healthcare providers complete patient information.
Efficiently managed scheduling conflicts and patient issues.
Education
Bachelor of Science - Business Administration, Project Management
Northwest Florida State College
Niceville, FL
05.2011
Skills
Microsoft 365 Administration
Windows OS Deployment and Troubleshooting
Network Infrastructure Management
Technical Support (Tier 1/2/3)
Automation Scripting (PowerShell)
Ticketing Proficiency
Strong interpersonal skills
Proactive and self-motivated
Leadership
Timeline
System Analyst
FreshEdge, LLC
09.2024 - Current
Help Desk Tier II
White-Wilson Medical Center
02.2020 - 09.2024
Centralized Scheduling Supervisor
White-Wilson Medical Center
11.2018 - 02.2020
Scheduler, Team Lead
White-Wilson Medical Center
02.2017 - 11.2018
Bachelor of Science - Business Administration, Project Management
Northwest Florida State College
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