Jade Carter
Saint Albans
Summary
Dedicated Senior IT Analyst with experience supporting enterprise systems, Microsoft 365, Active Directory, desktop infrastructure, and end-user technology. Seeking to utilize my technical expertise, leadership skills, and commitment to operational excellence to support Kintetsu World Express's global business operations and technology initiatives.
Overview
11
11
years of professional experience
Work History
Senior IT Analyst
Kintetsu World Express U.S.A
02.2020 - Current
- Provide Tier 2 and Tier 3 technical support for hardware, software, network, and system issues.
- Analyze, troubleshoot, and resolve complex technical problems escalated from help desk teams.
- Manage and support desktop, laptop, mobile device, and server environments.
- Administer user accounts, permissions, and security policies through systems such as Active Directory and Microsoft 365.
- Monitor system performance and recommend improvements to enhance reliability and efficiency.
- Develop and maintain technical documentation, procedures, and knowledge base articles.
- Led troubleshooting and resolution of complex IT incidents, reducing downtime and improving user satisfaction.
Help Desk Technician
Truetox
08.2018 - 12.2018
- Provide telephone/remote technical support to end users
- Perform local and remote software installs and updates
- Maintain and develop documentation
- Set up and configure PCs, printers, peripherals and networking equipment
- Provide on-site troubleshooting, training and tech support at the desktop level
- Assist with basic network issues
- Assist in the onboarding of new staff if needed
- Relevant courses, internship or experience:
Technical Service Desk Analyst
Northwell
10.2016 - 07.2018
- Acts as initial point of contact for user support calls to the IT Service Desk such that all calls are logged correctly and promptly allocated appropriately within the IT team.
- Provides first-line technical support when handling calls, in order to provide time-of-call resolution to calls whenever possible.
- Provides an ad-hoc service to users of all computer systems, troubleshooting and resolving systems problems
- Carries out a prescribed program of system performance monitoring, measurement, management, and capacity planning for computer systems, to support a pro-active approach to meeting changing system demands.
- Assist in the maintenance of the Service Desk Knowledge Base.
Ground Operations Crew
Jetblue Airways
07.2015 - Current
- Operate ground service equipment which includes motor vehicles, tugs, and elevated de-icing equipment
- Services aircraft by operating ground service equipment (Potable water truck, ground power unit, tug, aircraft pushback, lavatory truck, deicing truck, etc.)
- Occasionally carry a handheld radio and communicate effectively with proper radio etiquette
- Operates external aircraft equipment
Education
A.S. - Information Technology
BOROUGH OF MANHATTAN COMMUNITY COLLEGE
NY06-2016
Skills
- Windows 10/11
- Microsoft 365 Administration
- Active Directory
- Azure AD
- ServiceNow / Ticketing Systems
- Hardware & Software Deployment
- Desktop Imaging
- VPN Support
- Network Troubleshooting
- Asset Management
- Vendor Management
- ITIL Processes
- Remote Support Tools
- VMware
- Backup & Recovery Solutions
Timeline
Senior IT Analyst
Kintetsu World Express U.S.A
02.2020 - Current
Help Desk Technician
Truetox
08.2018 - 12.2018
Technical Service Desk Analyst
Northwell
10.2016 - 07.2018
Ground Operations Crew
Jetblue Airways
07.2015 - Current
A.S. - Information Technology
BOROUGH OF MANHATTAN COMMUNITY COLLEGE