Jason Phillips
Sarasota,FL
Summary
Systems Analyst with an attention to detail mindset and natural problem solving abilities. Customer-focused with excellent communication skills leveraged to gather requirements, perform system analytics and deliver cutting-edge solutions.
Overview
11
11
years of professional experience
Work History
Systems Analyst
Sarasota County Sheriff's Office
Sarasota, FL
12.2019 - Current
- Field calls and troubleshot issues using Remote Desktop at the service desk.
- Supported end users in office setting with computer, desk phone, cell phone and other peripheral issues.
- Image Windows operating systems on both desktop and laptop computers.
- Administrate Windows user/email accounts in Active Directory.
- Trained end-users in best practices to minimize errors and protect key data.
- Administrate user accounts in multiple systems.
- Work with County EIT to resolve issues.
- Assist Senior Systems Analysts with IT Bureau projects.
- Developed solutions by preparing and evaluating alternative workflow options.
- Tested newly installed programs and applications to validate operability.
- Coordinated installation of updated computer programs and systems.
- Researched and evaluated technology solutions and presented recommendations for improved system operations.
- Managed employee access, security roles and permissions.
- Performed routine troubleshooting and network monitoring.
Product/IT Support Specialist
Nrt LLC
Sarasota, FL
11.2014 - 12.2019
- Expanded knowledge of product line to users of Coldwell Banker
- Provided product coaching and mentorship to team members
- Learned about product’s technical specifications and accurately explained specifications to customers and work team
- Demonstrated product functionality accurately and completely
- Coordinated with product vendor and product team to plan, build, carry out and measure campaigns
- Consistently met and exceeded department expectations for productivity and accuracy levels
- Provided friendly and professional assistance to employees, visitors and customers
- Triaged problems quickly and provided precise and clear information while working under minimum supervision
- Access and website issues to determine appropriate troubleshooting methods for remediation
- Assessed software and website issues to determine appropriate troubleshooting methods
- Served as level-three support escalation point support staff team
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Responded to 20 individual tickets every workday to provide end-user support
- Assisted online users via live chat, web conference and phone to resolve issues related to our Intranet use and access
- Developed training materials, conducted webinars and authored wikis for user training and support use
IT Technician
ITNS
Sarasota, FL
08.2012 - 11.2014
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions
- Documented repair processes and helped streamline procedures for future technical support actions
- Set up and configured new employee work stations, including all hardware, software and peripheral devices
- Removed malware and viruses from laptops and desktop systems using specialized software
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns
- Updated software versions with patches and new installations to close security loopholes and protect users
- Assisted in technical support process refinement to improve customer service and support
- Assisted online users via live chat, web conference and phone to resolve issues related to use and access
- Maintained composure and patience in face of difficult customer situations, applying deescalation techniques and positive customer support
- Consistently responded to customer service emails within standard window for optimal response
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
Education
Comptia A+ Certification
08.2023
HDI Support Center Analyst
06.2022
Associate of Science - Information Technology
2012
Skills
- 11 years of IT experience
- Issue resolution
- Customer relations
- Display setup
- Customer assistance
- Resource Management
- Hardware upgrades
- Troubleshooting and diagnostics
- Debugging
- Application installations
- Hardware diagnosis
- Hardware upgrades
- Call center experience
- Troubleshooting proficiency
- Carbon Black
- Microsoft Windows 10 OS/ Active Directory
- Avaya Phone System (IP)
- Network
- Active Directory
- Telecommunications
- SQL
- Web Development
- Microsoft Office 365
- Results-oriented
Timeline
Systems Analyst - Sarasota County Sheriff's Office
12.2019 - Current
Product/IT Support Specialist - Nrt LLC
11.2014 - 12.2019
IT Technician - ITNS
08.2012 - 11.2014
Comptia - , Comptia A+ Certification
HDI - , HDI Support Center Analyst
Keiser University - Associate of Science, Information Technology
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