EDDIE YOUNG
Edgewater Park,NJ
Summary
Highly-motivated Administrative Analyst l with an extensive IT background. Providing an exceptional customer experience while troubleshooting and finding solutions to technical issues. Diligent Analyst bringing years of administrative experience. Accustomed to utilizing research, analysis and findings to improve operational efficiency. Focused and analytical with proficiency with generating CRM details for effective Customer support.
Overview
38
38
years of professional experience
Work History
Administrative Analyst 3
New Jersey Office of Information Technology
Trenton, New Jersey
01.2024 - Current
- Provide recommendations in support of the myNJ Help Desk's business, and goals and objectives.
- Sharing responsibility with other members of the myNJ technical Support team for analyzing and maintaining any internal customer reference data that may be implemented in the future.
- Prepare training materials and conducting training for new and existing myNJ Help Desk employees while evaluating and determining the best methods for training.
- Takes the lead and/or participates in the gathering and development of business and user requirements, to determine methods for automation and other possible solutions and enhancements.
Information Technology Specialist
New Jersey Office of Information Technology
Trenton, New Jersey
10.2021 - 01.2024
- Answer myNJ incident related telephone calls and emails within the myNJ Help Desk within a timely manner.
- Answering customer questions directly, analyzing customer requests to determine what they need, troubleshooting customer's technical issues, or directing the customer to the State agency whose application the customer is trying to use or access.
- Evaluate client's needs and recommends myNJ HelpDesk solutions; provides recommendations in support of the myNJ Help Desk's business.
- Preserve user accounts secured with multi-factor authentication for added security while maintaing security as the highest priority.
- Provide points of feedback between team members and supervisors.
- Resolve tickets using NJOIT's ServiceNow system and CRM.
- Trained new team members on Help Desk duties.
- Maintain up-to-date knowledge of current and past services and agencies assisted by the myNJ Help Desk.
Operations Commander Center Analyst
MTM Technologies Inc
Wilmington, DE
10.2010 - 02.2020
- Provided timely response to resolve technical issues and client request including peripheral software installations and configurations, remote system access and connectivity issues including VPN, mobile devices and RSA dual-factor Authentication.
- Troubleshoot 802.11 network unreachable incidents thereby re-enable DHCP server if offline, issue commands ipconfig/release or ipconfig/renew on client devices.
- Performed tier1 Citrix troubleshooting for user's Citrix session establishment issues.
- Escalated important issues to upper management through oral and written communication.
- Manage user accounts on the Domain with Enterprise Administrator for Active Directory.
- Assisted resolving Microsoft 365 Outlook email incidents.
- Implemented and troubleshoot DHCP, TCP/IP, HTTP/S, SMTP and wireless networks.
- Documented and developed test procedures to ensure compliance with standards, methods or procedures to determine product quality.
- Monitored operation of systems for continuity, regulated controlled output functioning of DSL networks, initiated plans of action for outages and restoration of services, immediately responded to escalations and initiated corrective action to minimize effects of malfunctioning equipment.
- Monitored program performance to ensure efficient and problem free operations.
- Consulted with users, administrators, engineers to identify business and technical requirements for proposed system modifications or technology purchases.
- Monitored Cisco ASR 1001 Routers & Cisco C9300 Switches, Meraki MS220 Routers, Citrix Servers, Virtual Machines, NetApp.Communications, IP Telephony and Enterprise SAN Storage via Nimsoft Aware 360 V2 monitoring tool.
Computer Technical/System Support Specialist
Verizon Business/WorldCom/MCI
Piscataway, New Jersey
11.1990 - 10.2010
- Provided general UNIX/Linux and Windows based system administration as well as performed daily network administrative tasks ensuring hardware, systems and application stability.
- Maintained site logs in the LAN related to network functions and maintained repaired records.
- Ensured maximum performance of the Verizon Business Proprietary System which supported messaging traffic for Bank of America, JP Morgan/Chase and Dunn and Bradstreet.
- Provided 1st level support for any production issues and served as a liaison with 2nd level support groups/circuit providers in cases where a technician is dispatched to an off-site location.
- Maintained journal disks on all required systems and ensured proper ledger for the purpose of retrieving messaging traffic per financial institution.
- Performed fault isolation up to the modem level, diagnosed hardware/software problems and replaced defective components.
- Facilitated backup procedures, performed off-line routines (tabling printouts, disk copies, tape/disk initialization) and performed software upgrades and implementations in collaboration with developers and software engineers.
- Performed Bytex patching/switching to/from backups and disaster recovery sites.
- Supported customers through a trouble ticket system by mitigating/escalating issues accordingly.
Computer Operator
Bank of New York
New York, New York
10.1986 - 10.1990
- Responsible for performing general system and network support, conducting start ups, monitoring/controlling the multi-host communications network and troubleshooting/resolving problems.
- Conducted loading/unloading NCP and activated/deactivated teleprocessing lines, major nodes, clusters, and minor resources for users.
- Assisted with backups/recovery and performed line/trunk signalization testing for circuit turn-up and/or circuit troubleshooting.
Education
Certificate - Pending - Network And System Administration
Network Learning Institute
Mount Laurel, NJ11-2008
Certificate - Computer System Administration
Alpha Technology
Jersey City, NJ06-1990
Certificate - Information Technology
NYU of Continuing Education
New York, NY03-1989
Associate of Applied Science - Information Technology
LaGuardia Community College of the City University of New York
Long Island City, NY05-1985
Skills
- Excellent interpersonal, presentation, verbal/written and strong facilitation skills
- Effective time management, proactive, critical analytic and problem solving skills
- Effectively troubleshoot technical issues in a timely manner
- Client Relationship Management
Languages
English
Timeline
Administrative Analyst 3
New Jersey Office of Information Technology
01.2024 - Current
Information Technology Specialist
New Jersey Office of Information Technology
10.2021 - 01.2024
Operations Commander Center Analyst
MTM Technologies Inc
10.2010 - 02.2020
Computer Technical/System Support Specialist
Verizon Business/WorldCom/MCI
11.1990 - 10.2010
Computer Operator
Bank of New York
10.1986 - 10.1990
Certificate - Pending - Network And System Administration
Network Learning Institute
Certificate - Computer System Administration
Alpha Technology
Certificate - Information Technology
NYU of Continuing Education
Associate of Applied Science - Information Technology
LaGuardia Community College of the City University of New York
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