Highly effective IT Support Analyst with 7+ years of experience in IT. Offering an array of skills in project management, application deployments, system maintenance, end-user support, and organizational support from an IT standpoint.
Overview
8
8
years of professional experience
Work History
IT Support Analyst III
Blue Origin LLC
05.2018 - Current
Troubleshoot computers, printers, phones, and other devices through walk-ups, over the phone, or through an online ticketing system (JIRA)
Install, configure, deploy, and remove computer hardware, software, and peripherals
Create and manage Exchange Online permissions and mailboxes.
Create and manage domain user accounts, Security Groups, and service accounts in Active Directory.
Configure PCs and server equipment
Maintain an inventory and perform audits of all IT servers and PCs
MacOS, Linux, Windows 10; Microsoft Office, Adobe, McAfee, Cortex, Cisco AnyConnect, Global protect
Knowledge of Windows Deployment Services and Microsoft SCCM.
Helped meet changing demands by recommending improvements to business systems or procedures.
Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
Answered customer telephone calls promptly to avoid on-hold wait times.
Responded to customer requests for products, services, and company information.
Sought ways to improve processes and services provided.
Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
Investigated and resolved customer inquiries and complaints quickly.
Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
IT Support Analyst
Amazon, BFI4
04.2017 - 05.2018
Performed Preventative Maintenance on Printers, Laptops, Desktops, Scanners, Thin Clients, and all IT-related equipment
Performs CMs (Certified Maintenance) and executes all CMs as successful
Provision Laptops, Desktops, Scanners, Thin Clients, Radios, Phones, Time Clocks (Kronos), printers (Zebra & HP), Bluetooth Scanners (Honeywell), Kindles, and Motorola Scanners such as MC32N0s
Maintained and troubleshot AV Systems for wide-scale events
Advanced Networking Troubleshooting.
IT Inventory Analyst
Amazon, BFI1
10.2015 - 04.2017
Procured IT Equipment for Amazon Operations and the IT Department
Provision Laptops, Desktops, Scanners, Thin Clients, Radios, Phones, Time Clocks (Kronos), printers (Zebra & HP), Bluetooth Scanners (Honeywell), Kindles, and Motorola Scanners such as MC32N0s
Provision hardware with RAFTOS, SOTI, AirWatch, Ubuntu, Windows 7, and Windows 10
HR Data Compliance Specialist at Blue Origin, LLC - Contract Through The Ash GroupHR Data Compliance Specialist at Blue Origin, LLC - Contract Through The Ash Group