Irene Weaver
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Analyst – Service Desk
Watchguard Technologies
01.2023 - 02.2025
- Setting up /provisioning of new computers for new hires
- Configuration of OS and varied software installation and updates
- Identifying and resolving network connectivity issues
- Deskside or remote support with computer-related issues like login, 2FA/MFA issues, application errors, hardware malfunctions
- Monitoring for security software installation compliance, implementing security updates, and managing user access controls
- Monitoring system performance and identifying potential issues
- Maintaining accurate records of hardware and software inventory, user configurations, and troubleshooting steps
IT Analyst – Service Desk
Southwest Airlines
02.2022 - 09.2022
- Single point of contact for customers with technical issues/request/questions
- Analyse the impact and urgency of the customer's issue or request and facilitate implementation of the appropriate solutions
- Troubleshoot and resolve moderately complex software/ hardware problems
- During critical system outages, provide management /situation team with business impact information necessary
- Accurately document the work performed in the service management tool
- Ensure technical issues are resolved or triaged to other specialized teams as needed
- Assist user access to company applications via MFA (Multi factor authentication) tools
- Valid users / password resets / access management
- Verify warranty status for devices and process replacement for defective devices or inadequate software packages
End user Support /Analyst: Microsoft Project I
Microsoft
07.2020 - 02.2022
- Collecting, analysing, categorizing both quantitative and qualitative data from end users & triaging it accordingly
- Utilizing end user data to create bugs, inform, recommend opportunities for broader initiatives, processes
- Analysing pertinent customer issues to triage feedback to the right internal teams and identifying critical systemic end-user issues
- Implementing MFA for SSO & troubleshooting issues
- Using end user data [voice of the customer] to provide additional information for close-looping purposes
- Translating customer feedback into actionable insights that will drive operational improvements
- Synthesizing end user feedback with other transactional and operational data sources to proactively identify customer pain-points and areas of improvement or opportunity
- Updating and maintaining end-user data driven dashboards, records and spreadsheets using available tools and portals and creating reports as required
Tech support Analyst: Microsoft Project II
Microsoft
07.2020 - 02.2022
- Offer team lead support to the infrastructure helpdesk team in day-to-day operations
- Drive improvements, documentation and alerting of common user issues
- Triage, support, and offer resolutions for user issues via phone, screen sharing, email support
- End-user support for proprietary tools
- Create documentation and support guides
- Escalation and SME for helpdesk
IT /Service Desk Support Analyst
TriWest Health Alliance
01.2020 - 07.2020
- Technical, administrative, and professional support of TriWest's desktop computers and attached peripherals, related software
- Support installations, maintenance, or system configurations
- Identify and troubleshoot network issues e.g., Cisco VPN /Citrix issues /RDP /Intranet issues
- Utilize Cisco connect, Citrix receiver, VPN, VMWare Horizon, Dameware, OneNote for Business, Track-IT ticketing system and other proprietary tools
- Proficient use of Active Directory for user accounts verification and management
- Effective use of available ticketing systems and tools for accurate, timely and detailed documentation, triage, and resolution of issues
IT /Service Desk Analyst
WellStar Health Systems
08.2019 - 12.2019
- Assist users experiencing issues with remote access from their home PCs /laptops via Symantec PC Anywhere / VMWare Horizon Client /Bomgar
- Technical support for malfunctions related to bio-med devices, PCs, laptops, workstations on wheels, printers, and other devices in the network
- Verify user account information /support for varied technical issues - logon credentials, permissions, security restrictions
- Password resets and account (re)activations /Kronos password resets and account creation
- Create remedy tickets, route, or escalate tickets for issues that are unresolved immediately to the appropriate teams
- Provide tech support with PPG encryption and configuration for remote end users via VPN access using Citrix Receiver and troubleshoot Citrix related technical issues
Tech Support /Helpdesk Analyst
Kavo Kerr Business Systems
10.2018 - 07.2019
- Install troubleshoot and repair basic and advanced software/hardware issues for Dexis end users via phone /email /remote assistance software
- Update /or upgrade dental X-ray /imaging small equipment, software, firmware and/or hardware remotely and/or on site
- Perform varied complex technical duties related to proprietary Dexis products by resolving customer issues
- Answering technical / general product questions and offering end-user product training/education
- Responds to client inquiries concerning systems operation and diagnoses system hardware, software /advising on viable solutions
- Installing software patches as needed and eradicating spyware/viruses
- Document and log all calls, session notes and complaints in in the CRM system (Dynamics 365)
- Verify warranty status, orders, and process replacement for defective or inadequate software packages or hardware / devices
IT /Service Desk Analyst
WellStar Health Systems
01.2018 - 10.2018
- Hardware /software support through inbound calls /chats /emails from new and existing end- users to support co-wide Epic implementation + upgrade
- Remote and local network access support to the EPIC EHR (Electronics Health Records) system
- Create remedy tickets, route, or escalate tickets for issues that are unresolved immediately to the appropriate teams
- Provide tech support with PPG encryption and configuration for remote end users via VPN access using Citrix Receiver/troubleshoot Citrix related technical issues
- Assist users experiencing issues with remote access from their home PCs /laptops via Symantec PC Anywhere / VMWare Horizon Client /Bomgar
- Technical support for malfunctions related to bio-med devices, PCs, laptops, workstations on wheels, printers, and other devices in the network
- Verify user account information /support for varied technical issues - logon credentials, permissions, security restrictions
- Password resets and account (re)activations /Kronos password resets and account creation
IT /Help Desk Analyst
CRH Americas-Old Castle Materials
04.2018 - 06.2018
- Day-to-day delivery of first line support to end users needing re-branding related IT support
- Technical IT liaison and remote technical for email /PC logon related to company re-branding
- Microsoft Office 365 migration experience implementation support
- User accounts setup /profile resets / password management
Skills
- Atlassian -Jira
- Salesforce
- Confluence
- Windows 10 /Windows 11
- 2FA /MFAauthentication protocols
- Ms Office O-365 /Exchange /SharePoint /OneDrive
- Ticketing systems (ServiceNow /Zendesk /Track-IT /Dynamics 365 /Contact)
- RDP - Citrix Gateway /Bomgar /LogMeIn /TeamViewer /GoToMyPC /Go to Assist /VNC /DAME Ware
- Azure DevOps
- VMWare
- Network connectivity
- PC setup & Troubleshooting
- Hardware/software configuration
- Peripheral equipment
- VOIP phone systems /Cisco Webex /Skype /Teams /Fuze /Vonage
- Active Directory
- VPN client configuration
Certification
- CompTIA A+
- HDI [Help Desk Institute Certification]
- ITIL Foundation
- Microsoft Technology Associate (MTA)
Timeline
IT Analyst – Service Desk
Watchguard Technologies
01.2023 - 02.2025
IT Analyst – Service Desk
Southwest Airlines
02.2022 - 09.2022
End user Support /Analyst: Microsoft Project I
Microsoft
07.2020 - 02.2022
Tech support Analyst: Microsoft Project II
Microsoft
07.2020 - 02.2022
IT /Service Desk Support Analyst
TriWest Health Alliance
01.2020 - 07.2020
IT /Service Desk Analyst
WellStar Health Systems
08.2019 - 12.2019
Tech Support /Helpdesk Analyst
Kavo Kerr Business Systems
10.2018 - 07.2019
IT /Help Desk Analyst
CRH Americas-Old Castle Materials
04.2018 - 06.2018
IT /Service Desk Analyst
WellStar Health Systems
01.2018 - 10.2018
- CompTIA A+
- HDI [Help Desk Institute Certification]
- ITIL Foundation
- Microsoft Technology Associate (MTA)
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