Jehielk U. Burke
Humble,TX
Summary
Savvy, Technology-inclined professional possesses experienced troubleshooting capabilities and friendly, customer-oriented attitude. Experienced in providing hardware, network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Possesses comprehensive and detailed-oriented knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Systems Support Analyst
M.D. Anderson Cancer Center
2007.05 - Current
- Assists user divisional systems support personnel in resolving complex and non-routine hardware, software, operating system or integration problems
- On rotating basis, serves as on-site support to Support Systems Coordinators and provides on-the-job training in handling routine requests and coordination duties
- Acts as a consultant to client departments in analyzing and integrating workflow design, technical needs and available resources to provide streamlined efficiencies
- Provides on-site installations and diagnosis beyond ability of the Coordinators; directs client server and root server maintenance; and performs technical design and purchasing recommendations as needed
- Evaluates new products and system upgrades; recommends institutional purchases, standards and implementation plans
- Conducts technical research and write reports on findings for the director
- Diagnoses problems, evaluates optimum solutions and communicates resolutions to supported departments.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Offered assistance in implementing and developing training programs.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Helped streamline repair processes and update procedures for support action consistency.
- Generated reports to track performance and analyze trends.
- Maintained and updated troubleshooting documentation to keep employees up to speed.
- Set up workstations and laptops new/transfer employees by configuring systems, verifying networking connectivity and installing and testing hardware and software.
- Used remote access software for connectivity purposes.
Desktop Technician
Superior Technical Resources
2005.08 - 2007.04
- Asset Logistics & Management, responsible for Computer Asset tracking, Computer Refresh, Hardware and Software support for M.D Anderson Cancer Center
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- As part of Asset Logistics & Management Team operating Windows XP system to maintain asset tracking for institute’s computer assets by utilizing Windows Office software, and preferred software such as Adobe Pro 7, Altiris Management Console, Mastertrak Management System, and Lawson Inquiry System
- As part of I.D.S Technical Refresh team provided PC skills, and technical support for weekly refresh projects.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Installed and configured operating systems and applications.
- Helped streamline repair processes and update procedures for support action consistency.
Customer Service Associate
Chase Bank
2004.09 - 2005.07
- Responsible for assisting clients with personal banking needs and obtaining personal lines of credit and home mortgage loans by operating windows base system with preferred business banking application and software
- Deployed Dell’s Windows base XP system as part of technical advancement in banking
- Responsible for developing troubleshooting techniques for fellow colleagues of preferred software
- Provided technical support in events of PC equipment malfunction
- Managed training sessions for existing, and new employees as deemed by management of PC equipment.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Bachelor of Science - Information Technology
South University
Savannah, GA05.2015
Music Education &International Business
Grambling State University Lab High School
Grambling, LA2000
High School Diploma - Studies
Warren Easton Fundamental Senior High School
New Orleans, Louisiana1996
Skills
- Microsoft Certifications Microsoft Exchange 2010, 2016, 365
- CompTIA A+ Hardware Certification. Microsoft Office Specialist, Dell Dispatch Notebook and Desktop Certified Technician. Apple Support Technician
- Microsoft Active Directory
- Database Management System Software [CEMS & Filemaker Pro]
- Team Lead Asset Management Inventory
- Inventory Procedure Documentation
- Bilingual: (Fluent in Spanish), Moderate in Latin and Italian.
- Analytical and Methodical
- Friendly and Patient
- Remote Access Software
- Training Junior Team Members
- Excellent Inter-personal, collaborative, supervisory and organizational skills.
Certification
Microsoft Certifications Microsoft Exchange 2010, 2016, 365 and CompTIA A+ Hardware Certification. Microsoft Office Specialist, Dell Dispatch Notebook and Desktop Certified Technician. Apple Support Technician Magna Cum Laude Graduate, Information Technology (South University) Epic EHR Software Support, CompTIA A+ Hardware certification Microsoft Exchange 2010: Install, Manage, & Recovery Microsoft Office Specialist (MOS) Dell Dispatch Notebook and Desktop Certified Technician Apple Support Professional: 10.14, 10.15, 11.7, 12.6, 13.5
Affiliations
Alpha Phi Alpha Fraternity Inc. Phi Mu Alpha Sinfonia Fraternity Inc, Event & Project Coordinator of Omicron Lambda Chapter Alumni Foundation and President & Chairman Emeritus of Greater Houston Alumni Association Warren Easton High School Hall Of Fame Nominee (2004) honor given to an alumnus who showcases an outstanding contribution to the community, excellence in character, significant accomplishments, and a love for Warren Easton.
Timeline
Systems Support Analyst
M.D. Anderson Cancer Center
2007.05 - Current
Desktop Technician
Superior Technical Resources
2005.08 - 2007.04
Customer Service Associate
Chase Bank
2004.09 - 2005.07
Bachelor of Science - Information Technology
South University
Music Education &International Business
Grambling State University Lab High School
High School Diploma - Studies
Warren Easton Fundamental Senior High School
Microsoft Certifications Microsoft Exchange 2010, 2016, 365 and CompTIA A+ Hardware Certification. Microsoft Office Specialist, Dell Dispatch Notebook and Desktop Certified Technician. Apple Support Technician Magna Cum Laude Graduate, Information Technology (South University) Epic EHR Software Support, CompTIA A+ Hardware certification Microsoft Exchange 2010: Install, Manage, & Recovery Microsoft Office Specialist (MOS) Dell Dispatch Notebook and Desktop Certified Technician Apple Support Professional: 10.14, 10.15, 11.7, 12.6, 13.5
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