Paul Taylor
Kapolei,HI
Summary
Initiative-taking IT Analyst that supports team and company Values looking for an Analyst position Highly skilled IT Technical Support Specialist with proven experience in providing high-quality technical support and troubleshooting services. Strong knowledge in network administration, system upgrades, and software installations, coupled with the ability to effectively communicate complex information to non-technical stakeholders. Previous roles have resulted in improved system performance and user satisfaction.
Overview
8
8
years of professional experience
Work History
Technical Support Analyst
TriWest HealthCare Alliance
04.2023 - Current
- Handled and resolved technical issues reported by employees.
- Analyzed online resources and communicated solutions for employee education.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control, and other tools.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
Front Desk Receptionist
RobertHalf / Hawaiian Cement
12.2022 - 03.2023
- Greeted visitors to provide information and direct them to appropriate personnel.
- Answered incoming calls, directed them to appropriate personnel and took messages.
- Assisted with staff and management travel arrangements.
- Assisted with preparing reports, presentations and other documents as requested by management staff.
- Managed inventory of office, kitchen, and facility supplies.
IT Support Technician
RobertHalf / Bay Medical Management Inc.
10.2022 - 11.2022
- Installing and configuring appropriate software and functions according to specifications
- Provide orientation and guidance to users on how to operate new software and computer equipment
- Checking updates in test environment for said updated application and help those who need assistance understanding updated changes
- Perform troubleshooting to diagnose and resolve problems (repair or replace parts, debugging etc.)
SQL Support Tech
INSURIUM / CHSI Technologies
08.2018 - 07.2022
- Prioritized support tickets demanding immediate action.
- Produced knowledge base content documenting common issues and configurations for employees.
- Managed allocation and tracking of software licenses for employees.
- Utilized MSSMS alongside Visual Studio for project development and data management.
- Conducted testing on new product enhancements.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Compliance Officer
MGM RESORTS INTERNATIONAL
02.2017 - 05.2018
- Performed assessments to ensure adherence to SOX, PCI and NGCB regulations.
- Reached out to all relevant parties to inquire about provisioning access.
- Monitored employee adherence to company policies, laws, and regulations.
- Removed login privileges from departing employees.
- Terminated redundant logins and limited access capabilities to ensure regulatory adherence.
- Monitored audit evidence and reported findings to IT Compliance Lead/Manager.
Education
IT works internship program -
tech impact
12.2016
Microsoft SQL Server 2019 Essentials Training -
LinkedIn Learning
Skills
- Technical issue analysis
- Application support
- Quality assurance
- Remote support
- SQL server reporting services
Timeline
Technical Support Analyst
TriWest HealthCare Alliance
04.2023 - Current
Front Desk Receptionist
RobertHalf / Hawaiian Cement
12.2022 - 03.2023
IT Support Technician
RobertHalf / Bay Medical Management Inc.
10.2022 - 11.2022
SQL Support Tech
INSURIUM / CHSI Technologies
08.2018 - 07.2022
Compliance Officer
MGM RESORTS INTERNATIONAL
02.2017 - 05.2018
IT works internship program -
tech impact
Microsoft SQL Server 2019 Essentials Training -
LinkedIn Learning
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