Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Ernest Whalen

St. Petersburg,FL

Summary

Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.


Overview

16
16
years of professional experience
1
1
Certification

Work History

Support Desk Analyst

Orlando Health
01.2016 - Current
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Provided remote support to users across multiple locations, ensuring seamless business operations.
  • Trained junior help desk analysts, enhancing team knowledge and strengthening skills.

Remote Support Analyst

Plumchoice
08.2011 - 01.2016
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
  • Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
  • Boosted end-user productivity through effective remote assistance using various tools such as TeamViewer, Remote Desktop, and VPN connections.

Desktop Support Analyst

Computer Generated Solutions
12.2007 - 08.2011
  • Enhanced system performance by troubleshooting and resolving technical issues for endusers.
  • Boosted productivity by providing timely support and training to end-users on various applications.
  • Collaborated with IT team members to develop solutions for complex technical problems.
  • Supported remote users effectively by utilizing remote desktop tools for troubleshooting and issue resolution.

Education

Bachelor of Science in Computer Science -

Embry Riddle Aeronautical University (ERAU)
Daytona Beach, FL
04.2003

Skills

  • Software Installation
  • Backup and Recovery
  • Network Troubleshooting
  • LAN and WAN Technologies
  • Network Monitoring
  • Remote Support
  • Virtualization Technologies
  • Active Directory

Certification

  • Comptia A+
  • Comptia Network+
  • Cisco Certified Support Technician (CCST)

Timeline

Support Desk Analyst

Orlando Health
01.2016 - Current

Remote Support Analyst

Plumchoice
08.2011 - 01.2016

Desktop Support Analyst

Computer Generated Solutions
12.2007 - 08.2011

Bachelor of Science in Computer Science -

Embry Riddle Aeronautical University (ERAU)

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Ernest Whalen