Diana Kelly
Warrensburg,NY
Summary
Highly motivated professional with 15+ years experience in the IT field. Excelling in Help Desk support, training, account creation/maintenance, intranet creation/design and folder management. I effectively resolved IT issues while enhancing user training, ensuring a seamless onboarding experience for new employees. Committed to delivering exceptional service and support.
Overview
15
15
years of professional experience
Work History
Operations Systems Analyst
Hudson Headwaters Health Network
Queensbury, NY
04.2020 - Current
- Create and configure new hire accounts in Exchange Admin, ensuring proper setup of Outlook accounts and integration with email systems.
- Managed phone extensions and voicemail setup using Cisco Unified Communications Manager (CUCM) for seamless communication.
- Provisioned access to position-specific software, ensuring new employees had the necessary tools for their roles.
- Create and issued employee badges with appropriate access levels using Card Exchange and Aurora software to ensure secure access to company facilities.
- Conduct onboarding training for all new hires, including network login procedures for on-site and remote employees, an introduction to Outlook, and a walkthrough of the company intranet site.
- Maintain and update user access in OKTA and Exchange to reflect all position changes and terminations.
- Developed all work order forms within Service Desk software, enabling the Help Desk Support Team to efficiently create and manage problem tickets.
- Designed and maintained the Health Center’s intranet site, and trained management on building and customizing department-specific pages.
- Create and manage security and distribution groups, assigning appropriate permissions via Exchange Admin Center
IS Specialist\Help Desk Support (2010 - 2020)
Hudson Headwaters Health Network
Queensbury, NY
08.2010 - Current
- Provided IT support to 900+ users for over 10 years, resolving technical issues and responding to user inquiries, resulting in consistently high satisfaction ratings by remotely connecting to users' computers using Microsoft Configuration Manager or Quick Assist.
- Diagnosed and resolved hardware, software, and printer issues for remote and on-site employees, ensuring minimal downtime.
- Recorded and tracked incidents through a Service Desk ticketing system, ensuring timely and accurate resolution of technical issues.
- Identify and escalate problems that require expertise beyond Tier 1 capabilities.
- Contribute to and update documentation for common issues and resolutions.
- Assist users with password resets and account access issues, following security protocols.
- Handled on-call support for issues after hours.
- Provide excellent customer service and build rapport with users while effectively communicating complex technical concepts to non-technical users.
Ballot Definition Specialist (Part-Time, Evenings)
Warren County Board of Elections
Queensbury, NY
07.2019 - 12.2023
- Utilized Dominion Voting Systems software to design and format election ballots, ensuring accuracy and compliance with local election regulations.
- Ensured that ballot design met accessibility standards and was easy to read for voters
Education
Warrensburg High School
Warrensburg, NYSkills
- Microsoft Office
- Help Desk Support
- Microsoft Exchange Administration
- SurveyMonkey
- Training new employees
- Multitasking
- Professionalism
- Problem-solving abilities
Timeline
Operations Systems Analyst
Hudson Headwaters Health Network
04.2020 - Current
Ballot Definition Specialist (Part-Time, Evenings)
Warren County Board of Elections
07.2019 - 12.2023
IS Specialist\Help Desk Support (2010 - 2020)
Hudson Headwaters Health Network
08.2010 - Current
Warrensburg High School