Neil Natkow
Austin,United States
Overview
16
16
years of professional experience
Work History
Service Desk Analyst
Worldwide Clinical Trials
05.2021 - Current
- IT Support Manager for a global Research Organization with offices in 200 countries
- Provide project management, business analysis, application and help desk support to a local team of 150 teammates in the Austin office and remote support for home based users throughout North and South America, Europe and Asia
- Key accomplishments:
- Responsible for all technology aspects of a corporate consolidation from three offices into one
- Manage the creation of a new network infrastructure
- Purchased, configured, and distributed new PCs and laptops to 300 teammates
- Configured all conference rooms with the latest technology from (add as much as possible) Daily Responsibilities include:
- Provide End-User help desk support for Austin office as well as back up help desk support for offices worldwide
- Configuration and distribution of PCs and laptops for over 300 team members
- Acquisition, configuration, and end-user support for all conference room audio/visual equipment
Senior Service Desk Analyst
UFCU
11.2018 - 11.2020
- Supervised service desk ticket queue, monitor SLAs, distributed tickets among analysts and helped them complete tasks
- Worked with department managers to determine their needs and provide solutions
- Oversaw service desk projects from planning to implementation as well as project managers to determine the service desk's role
- Trained new analysts on policies, procedures, and work to transition them into their day-to-day role
- Created and managed user accounts and permissions in Active Directory as well as email accounts using exchange.
Service Desk Analyst 3
UFCU
04.2017 - 11.2018
- I met with all departments and employees to resolve known issues, prevent future issues, and explore ways to increase efficiency
- Managed IT setup for new branches and departments along with upgrading out-of-date equipment
- Administered class to introduce new employees to the IT department
- Worked with outside vendors to obtain equipment and learn about new hardware and software options
- Member of multiple committees to improve work life and employee relations.
Service Desk Analyst 2
UFCU
04.2014 - 04.2017
- Provided tier 2 support for a variety of software and hardware issues, remotely and in person
- Imaged computers installed required software and deployed to staff
- Helped implement new software and procedures into the production environment including Service Now and Office 365.
System Engineer
10.2013 - 04.2014
- I was the administrator Symitar, the core system of the company
- I implemented yearly system updates and patches along with developing and installing updates for new process and features throughout the year
- Along with that I rain daily, monthly and yearly ACH and credit transactions and reports
- I also maintained and updated Engage CRM database.
Service Desk Analyst
06.2012 - 10.2013
- I supported corporate headquarters and 17 branches both remotely and onsite
- Imaged, deployed and maintained all PCs and laptops
- Installed and provided tier one support for multiple programs including Symitar, Engage CRM, Epicor and a multitude of Microsoft programs
- I also created and updated permission to user accounts in Active Directory.
PC Support Analyst
Suburban Propane
09.2008 - 02.2012
- Responsibilities include providing tier 2 technical support for hardware and application issues related to desktops, laptops, printers, and other network devices both desk side and via the phone for corporate headquarters as well as over 200 locations throughout the country
- Create, manage and implement CPU images for all models of desktops and laptops using Norton Ghost
- Create procedural documentation for knowledge base and training purposes
- Managed the configuration and installation of 300 Aruba Wireless Access Points for the upgrade of mobile handheld computing system used in the delivery of propane.
Education
Bachelor of Science (BS) - Business Administration and Management, General
Rider University
01.2004
Skills
- ITIL Knowledge
- Incident Management
- Client Relationship Management
- Project planning and development
- Software Implementation
- Agile Metrics Tracking
- Ticketing system proficiency
- Service Level Management
Currentlocation
Austin, Texas
Currentemployer
Worldwide Clinical Trials
Personal Information
Title: Service Desk Analyst
Timeline
Service Desk Analyst
Worldwide Clinical Trials
05.2021 - Current
Senior Service Desk Analyst
UFCU
11.2018 - 11.2020
Service Desk Analyst 3
UFCU
04.2017 - 11.2018
Service Desk Analyst 2
UFCU
04.2014 - 04.2017
System Engineer
10.2013 - 04.2014
Service Desk Analyst
06.2012 - 10.2013
PC Support Analyst
Suburban Propane
09.2008 - 02.2012
Bachelor of Science (BS) - Business Administration and Management, General
Rider University
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