Junior Bernard
Orlando,FL
Summary
Knowledgeable Desktop Support Analyst well-versed in Windows and Apple operating systems. Troubleshoots malfunctions, updates components and patches software for smooth software operations. Known for thriving in fast-paced environments and making efficient and informed decisions for repairs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Desktop Support
BNY Mellon
10.2022 - Current
- Troubleshoot Microsoft Office/Outlook 2013/16/O365
- Manage Azure AD accounts and access for clients as well On-Boarding/Off Boarding individuals
- Manage lifecycle of hardware and operating system versions
- Provide day-to-day support for client hardware and software issues pertaining to multiple devices such as Windows PC, Apple Mac, and other mobile devices
- Create knowledge base articles.
DTOC Analyst
Walt Disney World
02.2022 - 09.2022
- Documented and chronologically logged active workstreams and status of incidents
- Provided server and application monitoring of critical databases, servers, and applications
- Handle daily IT operations, update phone calls and report day-to-day changes to the management team
- Develop, implement, and maintain policies, network resources administration, and disaster recovery.
Service Desk Analyst
Orange County Government
08.2018 - 02.2022
- Evaluate, troubleshoot, resolve, and determine ticket priority for incidents and service requests
- Apply excellent communication skills to convey written and verbal information effectively in both technical and non-technical terms; provide status of system outages or events to customers
- Log security incidents in the IT ticketing system
- Coordinate with other, remote technical teams to investigate, document, and resolve issues
- Provide detailed analysis of security incidents and investigations.
Internet and Voice Technical Support
Spectrum
04.2017 - 08.2018
- Thorough knowledge of PC hardware, software configuration, networking, web browser, hubs, and home network
- Proficient in diagnostic applications, field diagnostic equipment, and various electronic devices.
IT Intern
Orlando City SC
03.2016 - 03.2017
- Onsite management of Windows desktops, patching, anti-virus, software deployment, and troubleshooting
- Provide in-person and remote support to end-users via phone, e-mail, and instant messaging
- Created and maintained system documentation and procedures
- Developed a flexible low-cost VoIP communication, remote desktop management, and support solution.
Volunteer IT
Orange County Public Schools
03.2013 - 06.2015
- Maintain, analyze, and troubleshoot school computers throughout the campus
- Deployed a network environment with 30 PCs
- Utilized SharePoint ticketing system
- Keep inventory and maintain a database of technical equipment
- Provided technical support for computer hardware and software applications to school or department personnel.
Education
BACHELOR OF SCIENCE - INFORMATION SYSTEMS TECHNOLOGY
SEMINOLE STATE COLLEGE
ASSOCIATE OF SCIENCE - COMPUTER ENGINEERING TECHNOLOGY, MICROSOFT SPECIALIZATION
VALENCIA COLLEGE
ASSOCIATE OF SCIENCE - COMPUTER ENGINEERING TECHNOLOGY, CISCO SPECIALIZATION
VALENCIA COLLEGE
Skills
- IT security protocols
- Technical documents comprehension
- Access Management Software
- Organizational Skills
- Troubleshooting Network Issues
- Customer Communication and Empathy
- Incident Management
- End-user support
- Operating System Knowledge
Profile Email
junior.bernard92@gmail.com
Certification
- CompTIA A+ Certification
- Comptia Security+ (In Progress)
- Linux Essentials
- AWS Cloud Practitioner
- Microsoft Azure Fundamentals
Organizations
- Dean's List
- National Cyber League Competitor
Timeline
Desktop Support
BNY Mellon
10.2022 - Current
DTOC Analyst
Walt Disney World
02.2022 - 09.2022
Service Desk Analyst
Orange County Government
08.2018 - 02.2022
Internet and Voice Technical Support
Spectrum
04.2017 - 08.2018
IT Intern
Orlando City SC
03.2016 - 03.2017
Volunteer IT
Orange County Public Schools
03.2013 - 06.2015
BACHELOR OF SCIENCE - INFORMATION SYSTEMS TECHNOLOGY
SEMINOLE STATE COLLEGE
ASSOCIATE OF SCIENCE - COMPUTER ENGINEERING TECHNOLOGY, MICROSOFT SPECIALIZATION
VALENCIA COLLEGE
ASSOCIATE OF SCIENCE - COMPUTER ENGINEERING TECHNOLOGY, CISCO SPECIALIZATION
VALENCIA COLLEGE