OLIVER SAMUEL
Atlanta,GA
Summary
Results-driven IT Leader with a proven track record of leading and supervising staff and operations in Information Technology (IT) areas. Certified ScrumMaster® with expertise in delivering features that ensure compliance and uniform systems across divisions and enterprises. Skilled in designing process maps for information systems and procedures to support division operations. Strong background in project management, staff supervision, and training. Committed to driving process efficiency and transparency while delivering exceptional results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Application Support Analyst
Georgia Institute of Technology
09.2022 - Current
- Field incoming problem tickets from end users to resolve application and software issues within servers, databases, and other mission-critical systems
- Provide application support for escalated and complex issues
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
- Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems
- Research software application products and services in support of development and purchasing efforts
- Test new and existing software applications under development or consideration for purchase.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated with upper management to drive strategy and implement new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
Senior IT Support Professional
Georgia Institute of Technology
06.2020 - 09.2022
- Provide Tier 2/3 unit-level support in the installation, operation, and maintenance of a wide variety of applications within a diverse customer base
- Address complex issues using advanced system/infrastructural concepts and campus objectives and working with a high degree of autonomy.
Senior Technical Support
Cxtec
04.2018 - 06.2020
- Lead efforts to design, develop, implement, maintain/support activities
- Reinforce IT best practices, monitor and maintain support services at multiple locations
- Solve challenging problems, document new processes, and own customer issues from start to finish.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve [Type] issue.
Supervisor IT Field Support Service
South Shore Hospital
10.2017 - 04.2018
- Overseeing and resolving day-to-day customer needs and supervising the efficient and productive delivery of the field technicians’ work orders
- Work the more challenging problems or issues referred by other team members
- Facilitate testing and update existing and new software on desktop images to ensure compatibility and utility
- Monitor and maintain desktop services throughout the organization, assigning resources to ensure operations
- Assign and provide coach support through new, routine, and challenging tasks.
Lead IT Field Support Service Analyst
South Shore Hospital
03.2017 - 10.2017
- Provides direction to the team as determined by the Field Support Services Manager based on new or existing policies and procedures in order to support the Health System desktop services requirements
- Solves challenging problems/issues referred by other team members
- Facilitates testing and updates on existing and new software on desktop images to ensure compatibility and utility.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
Mobility Support Specialist
South Shore Hospital
04.2016 - 03.2017
- Lead efforts to design, develop, implement, maintain/support activities and provides mobility expertise on projects for an Enterprise Mobility Management program
- Responsible for coordination of mobility services, provide application and technical support for a variety of mobile applications, devices, and equipment across the health system.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Communicated with clients to verify roots and causes of computer problems.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Connected to computer of client using remote link to install new programs and applications.
Application Support Engineer
Homesite Insurance
07.2011 - 04.2016
- Provide support for service desk tickets assigned to the team
- Troubleshoot and resolve a wide range of application, installation, configuration, and other technical issues
- Work with all other IT areas to resolve service desk tickets that span IT areas
- Work with developers to identify and resolve key application issues driving service desk tickets
- Build internal relationships with key functional groups to aid in problem-solving and in providing the customer with the information that they need to be successful.
- Addressed technical issues and guided end users through resolution.
- Supported software integration and implemented maintenance enhancements.
- Improved application performance through optimization of flow processes.
- Exhibited strong technical aptitude and application expertise resulting in optimized performance, continuous improvement recommendations and product innovation.
- Communicated with clients to define business objectives and present individualized solutions.
- Resolved product design, acquisition and launch concerns to achieve customer's targeted business goals.
Education
Master of Science - Information Systems
Kennesaw State University - Michael J. Coles College of Business
Kennesaw, GABachelor of Science Degree - Networking Technology
Central Connecticut State University
New Britain, CTSkills
- Microsoft SharePoint
- Identification Analysis
- Gather Project Requirements
- New Project Development
- Network Computer
- Database Queries
- Data Integrity
- Requirements Specifications
- Bug Fixes
- Deployment Support
- Developing Technical Solutions
Certification
• CompTIA A+
• Microsoft Certified Professional (MCP)
• ITIL® Foundation Certificate in IT Service Management
• Certified ScrumMaster®
Languages
English
Timeline
Senior Application Support Analyst
Georgia Institute of Technology
09.2022 - Current
Senior IT Support Professional
Georgia Institute of Technology
06.2020 - 09.2022
Senior Technical Support
Cxtec
04.2018 - 06.2020
Supervisor IT Field Support Service
South Shore Hospital
10.2017 - 04.2018
Lead IT Field Support Service Analyst
South Shore Hospital
03.2017 - 10.2017
Mobility Support Specialist
South Shore Hospital
04.2016 - 03.2017
Application Support Engineer
Homesite Insurance
07.2011 - 04.2016
Master of Science - Information Systems
Kennesaw State University - Michael J. Coles College of Business
Bachelor of Science Degree - Networking Technology
Central Connecticut State University
• CompTIA A+
• Microsoft Certified Professional (MCP)
• ITIL® Foundation Certificate in IT Service Management
• Certified ScrumMaster®
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