Jonathan Hean
Federal Way,WA
Summary
Proficient Desktop Support Analyst familiar with both Windows and Apple machines. Good troubleshooting and diagnostic abilities paired with experience in hardware updates, software patching, and device configuration. Desiring a long-term position with room for career growth.
Overview
9
9
years of professional experience
Work History
Senior Desktop Support Analyst
Tommy Bahama
Auburn, Washington
04.2024 - Current
- Provided remote IT assistance for retail and restaurant locations in the US and Canada, addressing technical challenges to maintain business continuity.
- Administered ServiceNow and Active Directory to efficiently handle user account creation, modifications, and deactivations.
- Documented support processes and created user guides for common issues.
- Managed inventory of computer equipment and peripherals for the office.
- Prepared documentation for processes involved in desktop support operations.
- Provided support for Microsoft Windows operating systems including 7, 10, and 11.
- Imaged and configured various devices, including PCs and iPads, for new site installations.
- Used Meraki to troubleshoot Network Issues at stores and restaurants
- Maintained positive working relationship with fellow staff and management.
- Provided expert guidance to tier 1 technicians, improving their problem-solving capabilities.
- Trained new tier 2 technicians to enhance their technical proficiency and support capabilities.
Desktop Support Technician II
Denali Advanced Integration
Redmond, Washington
01.2020 - 01.2024
- I have worked on various projects assigned to me by the company.
- Companies I have worked with while at Denali are Swedish Hospital, Providence, REI, Amazon and Seattle Childrens Hospital.
- Most of my experience has been as a member of the Regional and Remote Desktop Support team at Seattle Childrens.
- I have worked with systems such as Windows, MacOS, iOS and Citrix VDIs.
- A majority of the systems I supported have been the VDIs and Windows machines.
- My job duties were to provide on site support for staff at various Seattle Childrens locations in the South End and Eastern Washington.
- Duties included hardware troubleshooting/replacement, Tier 2 software support, daily rounding to check if there were any issues staff are experiencing and working on various upgrade projects assigned to me from Seattle Childrens.
IT Technician
The Rush Companies
10.2016 - 01.2020
- Supported a company of over 200 employees via a two person IT team that included me, the IT Technician and the Systems Administrator.
- We provided onsite and remote support for the main office and various remote construction sites across Western Washington.
- My job duties included Tier 1 and Tier 2 support using the Spiceworks ticketing system.
- This position allowed me to work on various different softwares such as Adobe Creative Cloud application, Sage, Revu Bluebeam, Microsoft Office, Windows 7 and 10, MacOS and Windows Server.
- Towards the end of my tenure at The Rush Companies I took on the responsibility of various System Administration tasks such as Windows Update Servers, Active Directory, onsite remote server administration and speaking with vendors to determine hardware and software upgrades for the company.
- In this position, I also provided new employee training and equipment deployment.
Education
AAS - Computer Networking and Information Systems Security
Clover Park Technical College
Lakewood, WA08.2016
Skills
- Network troubleshooting
- Active Directory management
- Windows operating systems
- Hardware troubleshooting
- Team collaboration
- Software installations
- End user support
- Help desk experience
- Remote assistance
- Mobile devices
- Document preparation
- Problem solving
- Adaptability to change
Timeline
Senior Desktop Support Analyst
Tommy Bahama
04.2024 - Current
Desktop Support Technician II
Denali Advanced Integration
01.2020 - 01.2024
IT Technician
The Rush Companies
10.2016 - 01.2020
AAS - Computer Networking and Information Systems Security
Clover Park Technical College