PIERRE LEWIS
Killeen,TX
Summary
12 years of experience as an IT Support Analyst in the healthcare industry using Citrix/Epic applications in a network environment. Experience identifying, isolating, and resolving information systems related problems. Adding, removing, and editing users and groups in Active Directory. Ability to diagnose and repair hardware and software, as well as resolve Help desk issues remotely. Effective team player with excellent customer service and troubleshooting skills. Image new and used devices using SCCM.
Professional with strong technical expertise in desktop support, adept at troubleshooting hardware and software issues. Demonstrates exceptional problem-solving skills and excels in team collaboration to deliver effective IT solutions. Known for adaptability in dynamic environments and keen ability to address user needs promptly and efficiently. Proficient in network configurations, operating systems, and various software applications.
Overview
12
12
years of professional experience
Work History
General Manager
Little Jamaica Restaurant and Lounge
07.2023 - Current
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
- Developed and implemented strategies to increase sales and profitability.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
Help Desk Technician
UCCON Health Center
02.2022 - 06.2023
- Created user accounts and assigned permissions
- Resolving all Epic/Citrix issues remotely.
- Walked individuals through basic troubleshooting tasks.
- Use remote software like sccm to resolve end user network, software and hardware issues
- Uses Active Directory to add/move users to different groups
- Unlock user account and reset password in Active Directory
- Installed, configured and maintained computer systems and network connection.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution.
- Used Service Now ticketing systems to manage and process support actions and requests.
Desktop Support Analyst
UCONN Health Center
04.2021 - 12.2021
- Windows 7 to Windows 10 upgrade projects
- Resolving all Epic/Citrix issues remotely.
- Added workstations to an existing network, and install network printers
- Provided on-site and remote technical support to users
- Troubleshoot various technical issues sealing with printers, network and phone systems.
- Work with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Added, removed, and edited users and groups in Active Directory
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications, and peripheral equipment.
- Supported remote users effectively by utilizing remote desktop tools for troubleshooting and issue resolution.
Desktop Support Analyst
St. Francis Hospital and Medical Center
11.2018 - 07.2020
- Diagnose and repair hardware and software
- Resolving all Epic/Citrix issues remotely.
- Repair applications and network issues including critical tickets on and off-site
- Add workstations to an existing network and installed network printers software
- Maintained, analyzed, troubleshoot and repaired computer systems, hardware and computer peripherals.
- Diagnosed and troubleshoot hardware, software and network issues
- Resolve all training room issues
- Added, removed, and edited users and groups in Active Directory
- Managed set up of MDM on client work phones
- Direct Move, Add and Configuration (MAC)
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Researched and identified solutions to technical problems.
Desktop Support IT Technician
St. Francis Hospital and Medical Center
09.2014 - 11.2018
- Conducted onsite and offsite investigations to determine severity of IT Network Issues
- Diagnosed and repaired various hardware and software issues
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Repaired applications and network issues including critical tickets onsite and offsite
- Added workstations to an existing network and installed network printers
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Provided imaging, deploying, and troubleshooting new windows 7 and 10 PCs
- Performed troubleshooting and repaired peripheral devices such as printers, scanners, laptop, desktop and phones.
Desktop Support Technician/Contractor
St. Francis Hospital and Medical Center
08.2013 - 09.2014
- Conducted onsite and offsite investigations to determine severity of IT Network Issues
- Diagnosed and repaired various hardware and software issues
- Repaired applications and network issues including critical tickets onsite and offsite
- Added workstations to an existing network and installed network printers
- Installed Citrix applications in the networking environment
- Provided imaging, deploying, and troubleshooting new windows 7 PCs
- Installed thin clients, repaired applications and network issues
Education
COMPUTER SYSTEMS NETWORKING AND TELECOMMUNICATION -
BRANFORD HALL CAREER INSTITUTE
06.2013
AUDIO RECORDING AND PRODUCTION -
INSTITUTE OF AUDIO RESEARCH
11.2008
Skills
- Network environment
- Epic/Citrix
- Identifying and resolving information systems problems
- Time management
- Active Directory management
- Hardware and software diagnosis and repair
- Remote help desk support
- Customer service
- Troubleshooting
- SCCM imaging
- Service Now ticketing system
- Team leadership
- Efficient multi-tasker
- Verbal and written communication
- Vendor relationships
Personal Information
Title: IT SUPPORT ANALYST
Timeline
General Manager
Little Jamaica Restaurant and Lounge
07.2023 - Current
Help Desk Technician
UCCON Health Center
02.2022 - 06.2023
Desktop Support Analyst
UCONN Health Center
04.2021 - 12.2021
Desktop Support Analyst
St. Francis Hospital and Medical Center
11.2018 - 07.2020
Desktop Support IT Technician
St. Francis Hospital and Medical Center
09.2014 - 11.2018
Desktop Support Technician/Contractor
St. Francis Hospital and Medical Center
08.2013 - 09.2014
AUDIO RECORDING AND PRODUCTION -
INSTITUTE OF AUDIO RESEARCH
COMPUTER SYSTEMS NETWORKING AND TELECOMMUNICATION -
BRANFORD HALL CAREER INSTITUTE
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