Tech-savvy Support Analyst possessing excellent troubleshooting skills for Windows, Linux and Mac platforms. Offering 20+ years of experience configuring, installing and maintaining computer and telephone systems. Well-versed in efficiently resolving issues and tickets with highest standard of service and support.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
Work History
IT Support Specialist
Gerdau Ameristeel
Petersburg, VA
04.2019 - Current
Troubleshoot all issues with laptops, desktops, printers, scanners and IP phones onsite and remotely
Responsible for imaging and setup/configuration of laptop and desktops
Monitor ServiceNow queue, resolve tickets in a timely manner and ensure tickets are properly updated with steps taken that resulted in resolution or escalation
Provide support to users on critical applications and work with SMEs to resolve issues
Work with network team to resolve network issues at local sites including installing switches, IP Phones, and troubleshooting network connectivity
Work with infrastructure team to install and resolve issues with wireless networks, access points and other wireless devices
Offered new customers training to reduce frustration and improve customer satisfaction
Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes
Deliver onsite technical support for 300+ employees
Key Accomplishments
Completed Windows 10 upgrade on over 300 devices
Completed Bitlocker encryption for over 60 laptops
Completed installation and cutover of 10 Cisco switches
Systems Support Specialist
CoStar Group Inc
Richmond, VA
01.2017 - 06.2018
Managed the deployment, maintenance, support and upgrade of desktop PC's, hardware software, operating systems and printers
Performed system administration of users account via Active Directory (add/modify user accounts and rights)
Performed basic Exchange account administration (increase mailbox quota, create distribution lists and enable mobile access.)
Participated in a telephone support rotation providing support to users in offices across the US via remote assistance tools
Documents problems and solutions in the Service Desk ticketing system
Researched and resolved problems on workstation and LAN, including IP resolution, cabling problems and peripheral malfunctions
Liaison between Service Desk and other IT groups for application and network problem resolution
Provided video conference administration and support
Supported local telecomm system
Key Accomplishments:
Part of team that completed setup and configuration of over 550 users in new office
Team lead for completing laptop migration for 300 remote users
LAN Administrator
Information Innovators Inc
Fort Lee, VA
04.2016 - 06.2016
Monitored ticketing system and respond to assigned trouble request
Provided both onsite and remote desktop assistance to identify and repair hardware and software issues
Troubleshoot Microsoft Outlook Exchange issues
Troubleshoot network connectivity for PC, laptops, tablets and printers
Created request for service support from internal/external service providers
Performed data restoration and migration
Performed software updates/upgrades
Performed PC imaging and hard drive wiping
Network management
Configured networks for smooth, reliable operation to meet business processes and objectives
Systems Administrator
Pomeroy IT Solutions Inc
Jamaica, NY
06.2007 - 08.2015
Education
Bachelor of Science - Management Information Systems