Jonathan Nunez - Information Technology Business Analyst - New York Presbyterian Columbia Medical Center

Summary

IT Technician with hands-on experience handling tickets, escalations, and P1 incidents across multiple buildings. ITIL-certified and comfortable working in fast-paced environments where keeping systems up and running is critical. Experienced in troubleshooting issues, supporting production systems, and completing large projects like replacing 3,000+ devices. Skilled in Microsoft Windows, ServiceNow, and Excel, with the ability to stay organized, prioritize work, and get things done independently if needed.

Overview

3

years of professional experience

1

Certification

Work History

Information Technology Business Analyst

New York Presbyterian Columbia Medical Center

171 Fort Washington Ave

07.2023 - Current

Managed and resolved high-volume service tickets across three assigned buildings, ensuring consistent system performance and user support
Handled escalated issues and high-priority (P1) incidents, participating in real-time bridge calls to restore critical systems quickly
Proactive check-ins with the supervisors and PCDs to ensure all IT-related operations are seamless and to prevent any potential issues with future projects/events that will take place
Executed a large-scale infrastructure project, successfully replacing 2,000+ devices (3040 units) across multiple locations within tight deadlines
Utilized ServiceNow to track, prioritize, and resolve tickets, ensuring accurate documentation and workflow management
Applied ITIL best practices in incident and problem management to improve response times and resolution efficiency
Proficient in administrative tools: Infoblox, Active Directory,
SCCM, Ground Control, JAMF, Horizon/Wyse/ Imprivata
consoles, Command Prompt, PowerShell
Communicated effectively with team members and stakeholders during incidents, escalations, and project updates
Maintained detailed records of ticket activity, resolutions, and project progress for reporting and accountability

Education

Bachelor of Science - Information Science

University of Phoenix

Tempe, AZ

01-2029

Skills

Tools Proficiency: ServiceNow, SCCM
administration, EPIC infrastructure,
Citrix, PowerShell, Wyse management
suite, Infoblox, xDome/medigate, JAMF (Apple's MDM)
Incident & Problem Management (P1 Support)
Project Implementation

Escalation Handling
Microsoft Excel & Office Suite

Certification

ITIL V4Foundation License - 07/24

Languages

English

Full Professional

Spanish