JULIAN WARD
IT Support Analyst
Memphis,TN
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in technical support and working in 24/7 uptime environment.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
Work History
Senior IT Support Analyst
Material Bank
Olive Branch, Mississippi
02.2022 - 02.2023
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Resolved End-Users and Executive Level concerns with little oversight.
- Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Installed malware to protect software from virus and cyber attacks.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Used Jira to create and updated tracking documents.
- Monitored systems in operation and quickly troubleshot errors.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Generated reports to track performance and analyze trends.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and implemented preventive maintenance procedures.
Production Support Technician
Milwaukee Tools
Olive, Mississippi
05.2021 - 02.2022
- Serves as the escalation point for Tier 1 Support
- Maintained 5 local sites independently
- Performed general equipment maintenance and repair to minimize downtime.
- Supported Highjump WMS, Dynamics AX at the client level, Access Control, and Security Access for local and remote users
- Utilized MDM systems to help manage handheld devices
- Configured printers through DNS and Bartender
- Worked with vendors for network, telecommunication, and AV Support
- Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
- Examined incoming materials and compared to documentation for accuracy and quality.
- Collaborated with other departments to optimize production workflows.
- Organized and prepared workstations and materials needed for operations to maximize productivity.
Service Desk Level II
FedEx Express
Memphis, Tennessee
11.2018 - 06.2020
- Assist FedEx employees across the globe with escalated issues
- Worded as a Liaison for TNT\FedEx Merge
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Specialize in Virtual Desktop Infrastructure (VDI) software used by remote employees
- Create and Reset profiles to configuring installers for applications inside user’s VDI sessions
- Monitor Citrix server to assist with day to day operations
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Engaged in user support interactions via telephone, chat and email platforms.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
Education
Bachelor’s - Applied Science, Computer Network Systems
08.2004 - 12.2006
Associate of Applied Science - undefined
03.2002 - 06.2004
Skills
Linux Sever/DesktopUbuntuCitrixCisco RoutersCisco Switches
3000 Concentrator / CallManager 4
Edgewater EdgeMarc 4600Microsoft SQL 2000, 2005MySQLActive Directory
HP ProliantDELL PowerEdgeDameware
Thin ClientsTechnical assistance
Microsoft SMS/SCCM
Application support
Application installations
Customer service expert
Desktop support
TCP/IP
Software diagnosis
Data recovery
Technical documents comprehension
Mac systems
Staff education and training
Technical issues analysis
Attention to Detail
Decision-Making
Call management
DHCP and DNS
VMWare
Exchange
Azure Active Directory
Azure
Technical Documention
Additional Information
- ACTIVITIES & AWARDS , Employee Recognition Awards, Five Star Recognition November 2013 Employee Recognition Awards, Five Star Recognition December 2013 Employee Recognition Awards, Five Star Recognition January 2014 Employee Recognition Awards, Five Star Recognition March 2014 Employee Recognition Awards, Four Star Recognition February 2014 Employee Recognition Awards, Plan Express 2004, 2005