John McDaniel
Sherburne,NY
Summary
Dedicated Sr. Analyst with a proven track record in network troubleshooting, remote support, and effective communication. Committed to enhancing support workflows and delivering exceptional customer satisfaction. Results-driven IT professional with extensive experience in technical support and customer service. Skilled in diagnosing issues, managing user accounts, and implementing IT security protocols. Ready to leverage expertise to streamline support processes and elevate user experiences.
Overview
10
10
years of professional experience
Work History
Sr. Analyst
Bank of America
Utica, NY
02.2019 - Current
- Provided remote and on-site technical support for client desktop hardware, software and network connectivity issues.
- Diagnosed and resolved user-reported incidents efficiently.
- Installed and configured operating systems and applications for users.
- Assisted with user account management in Active Directory.
- Collaborated with IT teams to improve support workflows and processes.
- Maintained inventory of IT equipment and software licenses.
- Installed and configured computer hardware, operating systems, applications and networks.
Desktop support technician III
TEKsystems
Utica, New York
02.2018 - 02.2019
- Assisted with the installation of new computers, peripherals and other IT-related equipment.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
- Troubleshot computer systems to identify and resolve operating system and application problems.
Desktop Support II
New York Central Mutual Insurance
Edmeston, NY
05.2016 - 02.2018
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
Education
Associate of Applied Science -
Tompkins Cortland Community College
Dryden, NY05-2018
Some College (No Degree) - Information Technology
Mohawk Valley Community College
Utica, NYSome College (No Degree) - N/A
Sherburne Earlville
Sherburne, NYSkills
- Network troubleshooting
- Hardware installation
- Remote support
- System imaging
- Technical documentation
- Effective communication
- IT security protocols
- Virtualization technologies
- Mobile device support
- Application support
References
References available upon request.
Timeline
Sr. Analyst
Bank of America
02.2019 - Current
Desktop support technician III
TEKsystems
02.2018 - 02.2019
Desktop Support II
New York Central Mutual Insurance
05.2016 - 02.2018
Associate of Applied Science -
Tompkins Cortland Community College
Some College (No Degree) - Information Technology
Mohawk Valley Community College
Some College (No Degree) - N/A
Sherburne Earlville