Michael Coleman
Jacksonville,FL
Summary
Highly skilled Application Support Analyst with expertise in Window and some based systems. Vast experience in high-volume environments with strong analytical communication and organizational abilities. Complex problem solver able to thrive in fast-paced and challenging roles.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Application Analyst
CSX
Jacksonville, Fl
08.2011 - Current
- Consult with managerial, engineering, and technical personnel to clarify program intent, identify problems, and suggest changes.
- Consult with and assist computer operators or system analysts to define and resolve problems in running computer programs.
- Write or contribute to instructions or manuals to guide end users.Test computer software or hardware, using standard diagnostic testing equipment and procedures.
- Troubleshoot network or connectivity problems for users or user groups.Document help desk requests and resolutions.
- Provide telephone support related to networking or connectivity issues.Train users to use new or modified equipment.
- Coordinate software system installation and monitor equipment functioning to ensure specifications are met.
- Specify power supply requirements and configuration.Answer user inquiries regarding computer software or hardware operation to resolve problems.
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
- Develop training materials and procedures, or train users in the proper use of hardware or software.
Service Desk Analyst
CSX
Jacksonville, FL
07.2010 - 08.2011
- Provide technical support to customers and employees, assisting with all hardware, application, access, host process/service, incident management, and escalation issues.
- Respond to client needs from multiple lines of business related to infrastructure and service delivery requests.
- Track, monitor, resolve, and/or escalate complex incidents.
- Maintain written documentation and report systems alerts.
- Collaborate with Information Technology (IT) partners to ensure documentation is current and valid as well as provide documentation and communicate updates and changes to procedures.
- Research, analyze, and evaluate resolutions to problems, report service interruptions, and facilitate incident management process.
- Communicate with customers to minimize impact and severity of service interruptions and escalate as appropriate.
- Identify recurring service failures, recommend solutions to recurring problems, and assist in permanent corrective action.
- Identify trends to suggest methods to eliminate problems to improve service reliability.
- Miscellaneous activities and responsibilities as assigned by manager.
Sr. Service Desk Analyst
Vistakon
Jacksonville, FL
05.2005 - 07.2010
- Supervise staff based in Jacksonville and determine work requirements, priorities, and best use of resources for scheduled operations as well as during unplanned incidents.
- I also provide guidance to staff regarding work procedures, technical issues, work priorities, monitor ticket base, and special requests from clients.
- Instructs staff in the use of new internal procedures and operations instructions.
- Troubleshoot technical, operational or customer service problems and takes corrective action to resolve issues.
- Notify appropriate personnel of problems on supported site.
- Escalated issues to the appropriate resources.
- Provide or arranges training to assigned staff or other personnel regarding specialized computer applications.
- Continuous effort to improve operations, decrease turnaround times, streamline work process, and work cooperatively and jointly to provide quality seamless customer service.
- Conduct performance reviews of personnel and make recommendations for new hires.
- Installation and configuration of Cisco switch, also issued a change control informing management on how many user would be affected and how long system would be down.
- Documentation of Cisco switch of when where what was being replaced.
- On call rotation and network support.
- Patch Management placed business critical patches on computer on the manufacturing lines.
- Low level Sarbanes Oxley Act.
- FDA and HIPPA Standards.
- Attend weekly meeting to help improve end user relations.
- Constant training to stay compliant with company rules and regulations.
- Communicate with customers to minimize impact and severity of service interruptions and escalate as appropriate.
- Identify recurring service failures, recommend solutions to recurring problems, and assist in permanent corrective action.
- Identify trends to suggest methods to eliminate problems to improve service reliability.
- Miscellaneous activities and responsibilities as assigned by manager.
Education
High School Diploma -
Ocean Springs High School
1995
Skills
- SQL understanding
- Basic programming knowledge
- Data processing
- Quality assurance
- Agile/Waterfall/SCRUM
- Document control
- Root cause analysis
- Team player
- Self Motivated
- Customer service expert
Certification
Comptia A+
Certification of Completion for Network +
Certification of Completion for CCNA
Certification of Completion for Windows Active Directory
Certification of Completion for Security +
ACTIVITIES & AWARDS
Coughed Little League Baseball
Additional Information
Network troubleshooting and configuration for Windows environments, I received a certification of completion for this class
Timeline
Application Analyst
CSX
08.2011 - Current
Service Desk Analyst
CSX
07.2010 - 08.2011
Sr. Service Desk Analyst
Vistakon
05.2005 - 07.2010
High School Diploma -
Ocean Springs High School