Johnathan Smith
Cincinnati,OH
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
8
8
years of professional experience
Work History
Service Desk Analyst II
Bon Secours Mercy Health
08.2015 - Current
- Improved service desk efficiency by streamlining processes and implementing best practices.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Engaged in user support interactions via telephone, chat and email platforms.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Diagnosed and troubleshot hardware, software and network issues.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Proactively identified recurring issues and worked with relevant departments to implement solutions.
- Tested new software and hardware prior to deployment.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
Skills
- Citrix XenApp
- Microsoft Active Directory
- Troubleshooting Network Issues
- Microsoft Windows and Office
- Hardware Troubleshooting
- Information Security
- Remote Technical Support
- Customer Communication and Empathy
- Hardware and Software Repair
- Cisco Jabber
- Desktop Support
- Staff Training
- Epic Software
- Mobile Device Management
- Permissions and Access Control
- Microsoft Visio
- Tracking and Documentation
- Network Security
- Technical Consulting
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Man cannot discover new oceans until has the courage to lose sight of the shore"
Andre Gide
Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridOn-SiteImportant To Me
Work-life balanceCareer advancementPaid time off4-day work weekPersonal development programs401k matchWork from home optionStock Options / Equity / Profit SharingCompany CulturePaid sick leaveHealthcare benefitsFlexible work hoursTimeline
Service Desk Analyst II
Bon Secours Mercy Health
08.2015 - Current