Dianna Flood
Albany,NY
Summary
Experienced technical engineer familiar with user support and root cause analysis. Advanced knowledge of Azure Big Data operations and dedication to see issues through to end. Works well in remote and desk-side environments. My objective is to maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. I strive to be a dedicated cloud services professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Technology-oriented individual delivers product fixes and troubleshoot technical problems quickly. A confident Customer Support Engineer with expertise in help desk environments assisting customers while promoting efficiency, respect and patience.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Big Data Analytics Big Data Engineer
Microsoft
Charlotte, NC
06.2018 - 07.2022
- Served as subject-matter expert to provide guidance for Big Data resources (such as Hadoop, Azure Data Lake Store, Azure Data Share, Azure Data Factory.
- Serve as a Subject Manager Expert and provide guidance and advise on high severity cases.
- Troubleshoot and Advise on Azure Data Factory and Third-party tools such as: (Amazon Web Services, Google BigQuery, Oracle.
- Provide feedback to the Product Group on how to better Bit Data tools and Customer Facing documentation.
- Tested troubleshooting methods and documented resolutions for inclusion in knowledge base for support team use.
- Worked with developers to integrate resources within projects using Azure and Azure DevOps.
- Established and secured enterprise-wide data analytics structures.
- Used JavaScript, Linux shell scripting and Python to design and update databases.
- Collaborated on ETL (Extract, Transform, Load) tasks, maintaining data integrity and verifying pipeline stability.
- Generated detailed studies on potential third-party data handling solutions, verifying compliance with internal needs and stakeholder requirements.
Desktop Support Engineer
TIAA-CREF
Charlotte, NC
02.2018 - 06.2018
- Provide break/fix support with little instruction on day-to-day operations and general instruction on new assignments from management.
- Respond to tier 2/3 requests within a ticketing system, providing resolution within a complex fast-paced business environment.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Configure, deploy and troubleshoot Windows/Linux/ Ubuntu/Apple based operating systems and proprietary applications
- Comply with and supports ITIL change-incident-problem management processes and work instructions.
- Interacts with business end-users, Service Desk, engineering, IT Information Security, and technology providers.
- Performed encryption, firewalls and patch management to implement and maintain system security.
- Assisted end-users with conference room equipment setup and operation.
- Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
- Configured hardware, devices and software to set up work stations for employees.
Service Desk Technician
Blue Cross Blue Shield Of California
El Dorado Hills, CA
10.2017 - 12.2017
- Analytically troubleshoot and resolve end-user hardware and software issues via telephone/chat and/or utilizing remote tools.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Patiently walked individuals through basic troubleshooting tasks.
Desktop Support Specialist
Icahn School Of Medicine At Mount Sinai
New York, NY
10.2016 - 08.2017
- Planned and scheduled the installation of new or modified hardware, operating systems, and software applications.
- Managed and support network printers, scanners and mobile devices including laptops, tablets, and smartphones.
- Administered system hardware, operating systems and software systems to ensure network was up to date.
- Received requests from help desk and provided third level on-site support.
- Managed and remediated virus/spyware/malware using antivirus and other security tools.
- Was responsible for setting up, configuring and troubleshooting site to site VPNs.
- Worked closely with the Networking team to troubleshoot Cisco routers, firewalls, and switches.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Purchased, setup and installed new computers.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
Help Desk Analyst
Icahn School Of Medicine At Mount Sinai
New York, NY
04.2014 - 10.2016
- Ability to manage multiple tasks with aggressive timelines; highly organized with the ability to prioritize demand for self in a fast paced environment
- Worked with manager directly to ensured ITSM and SLA policies are being met and surpassed by staff
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Answered 62 incoming calls from residents and medical staff and clients.
- Resolved technical issues by troubleshooting remotely.
- Logged support tickets and closed when issues were resolved.
- Created and managed Active Directory accounts for clients, incoming faculty, students and staff.
- Responded promptly to incoming requests for technical support.
- Managed support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
NOC Technician
Innovative Network Solutions
Stamford, CT
08.2012 - 04.2014
- Provide remote service to external clients to resolve problematic software and hardware issues.
- Ensure client documentation and maintenance tickets are completed accurately.
- Performed email migration and mailbox upgrade/configuration.
- Create and escalate tickets to onsite technical accounts managers, networking, Web Dev, Server team, Project Managers.
- Provided detailed reporting on performed maintenance and repairs to support overall network health and recovery efforts.
- Collaborated with network administrator in moving private folders to new Exchange servers.
- Worked with outside vendors for fiber installations and service.
- Replaced failed hardware in server rack systems, swapping hard disks, power supplies and other field serviceable components.
- Oversaw 30+ servers in Windows domain and installed firewalls to connect and protect users.
- Identified and immediately resolved issues with network devices.
- Installed cabling, wireless routers and telephone systems for data communications networks.
Education
Bachelor of Science -
Western Governors University
Salt Lake City, UT 06.2018 - Current
Skills
Active Listening
Cloud services
Database management software
Hardware and software installation
Data security
HDI Desktop Support Technician
Staff education and training
Data recovery
Microsoft Exchange
Azure Data Factory
Azure Data Lake Store
Amazon Web Application
Multitasking Abilities
Collaboration
Interpersonal Communication
G-Suite
Decision-Making
Microsoft Active Directory
Mac systems
Issue troubleshooting
Account management
Firewalls, VPNs and security products
Storage virtualization
Certification
ITIL v3 Foundation
Timeline
Bachelor of Science -
Western Governors University
06.2018 - Current
Big Data Analytics Big Data Engineer
Microsoft
06.2018 - 07.2022
Comptia A+ 900 series
04-2018
Desktop Support Engineer
TIAA-CREF
02.2018 - 06.2018
Service Desk Technician
Blue Cross Blue Shield Of California
10.2017 - 12.2017
ITIL v3 Foundation
09-2017
Desktop Support Specialist
Icahn School Of Medicine At Mount Sinai
10.2016 - 08.2017
Help Desk Analyst
Icahn School Of Medicine At Mount Sinai
04.2014 - 10.2016
NOC Technician
Innovative Network Solutions
08.2012 - 04.2014