PRESCOTT J. SAUNDERS
Rensselaer,NY
Summary
Diligent IT Professional with strong background in troubleshooting and resolving technical issues. Successfully assisted end-users by providing timely and effective solutions to software and hardware problems. Demonstrated excellent communication and problem-solving skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Enterprise Operations Center Analyst
New York Independent System Operator
04.2022 - Current
- Monitor NYISO’s IT infrastructure and services at multiple locations from a 24x7x365 Enterprise Operation Center (EOC)
- This includes but is not limited to monitoring of hardware, software, applications, networks, and cloud services supporting NYISO’s mission-critical business and application systems
- Utilize enterprise monitoring tools and IT Service Management systems to identify, log, prioritize and respond to events, incidents, and problems while adhering to best practices and procedures
- Ensure IT support for power systems, markets and business applications services are available and meeting business requirements
- Escalate and coordinate events, incidents, and outages with NYISO IT support staff and management, Grid and Market Operation staff, Customer Relations, external market participants, and IT vendors
- Escalate major incidents impacting NYISO's production environments through triage and perform emergency recovery procedures to minimize service outages
- Coordinate, facilitate and perform intra- and inter-site failovers for business-critical systems to minimize service disruptions and meet service availability requirements
- Review and assess impact of planned maintenance activities and escalate if conflicts or discrepancies are identified
- Assessments include but are not limited to reviews of calendars, email, project schedules and IT Service Management applications
- Provide first level support for the Enterprise Service Desk during non-business hours
- Develop, enhance, and maintain departmental procedures and processes through continuous improvement efforts
- This includes but is not limited to disaster recovery plans, event response playbooks, site switch plans and training guides
- Support departmental activities for Incident and Problem management processes
Help Desk Analyst II
New York Power Authority
07.2011 - 04.2022
- Field incoming requests from end users via both telephone and e-mail
- Gathered and analyzed information about customer’s problems and identified the problems
- Documents all pertinent information in Help Desk application (SDE, Footprints)
- Performed hands on fixes at the desktop level, including installing and upgrading software and configuring systems and applications
- Resolve PC, Laptop issues (connectivity, performance)
- Administer Encrypted 4.0 GB IronKeys
- Administer RSA Tokens, Add\Remove and Manage Tokens via RSA Admin Console
- Resolve Citrix Login Issues (Resync RSA Tokens, Reset Pin)
- SAP & Maximo Password Unlock\Resets
- Active Directory Password Resets
- Add/Remove User’s from Groups
- Assigned Local Admin Rights on PC’s
- Mapping Network drives
- Granting Local Admin rights, RDP access to workstations
- Configure Local\Network Printers
- Support Office versions 2010, 2013, 2016, M365
- Administer, setup Duo for two factor authentication
- Support the following Operating Systems - Windows Vista, Windows 7, 8.1, 10
- Desktop/Laptops Builds via Ghost Server and Deployments
- Experience troubleshooting iOS devices (MacBook’s, iMacs, iPads, iPhones)
- Familiar using Cisco IP Phones
- Installation of Open Text (Enterprise Connect)
- Remote Tools (RDP, SCCM 2007 & 2012)
- Familiarity with Mobile Devices (iPhones/iPads)
- Install, Configure MaaS360 on Mobile devices
- Asset Management for arrival of all new hardware, software received
- Vendor negotiations with pricing of hardware, software, licenses
- Deploy, Setup, Image PC’s, Laptop, Tablets
- Backing up and Transferring of Data
- Responsible for ordering replacement Toner/Ink Cartridges for Local/Network Printers
Technical Support Specialist I
IBM
02.2009 - 06.2010
- Support problem and change tickets for client server support operations
- Conduct computer diagnostics to investigate and resolve problems
- Assisted in installing, configuring, and testing hardware and software on customer workstations
- Provide technical assistance and support
- Basic knowledge of Lean Methodologies
- Basic knowledge in Maximo tools
- Working knowledge of IP networking TCP, DHCP, and DNS
- Experience using the following Servers (NT, 2000, 2003)
- Experience using the following Windows OS (XP, Vista and 7)
- Experience with Active Directory
- Experience with Lotus Notes 8.5
- Perform server patching
- Reservation of IP Addresses on DHCP Servers
- Engage vendors to diagnose hardware problems
- Create local accounts on Windows servers
Senior Help Desk Analyst II
Global Help Desk Services Inc.
11.2006 - 02.2009
- Responded to customer help desk requests for recurring problems or issues
- Answered or resolved requests using standard responses or procedures
- Provided 100% phone support
- Responds to emails, monitored the voice mailbox
- Analyze, diagnose and document reported issues and outages
- Determine severity, impact, and nature of reported issues
- Responsible for Exchange Administration through third party software
- Active Directory User Administration
- Map network drives, create batch files
- Installation of various in-house applications
- Remote tools (DTS, LANDesk, Go to Assist, Remote Desktop)
- Troubleshoot, resolve connectivity issues (Air Cards, Wi-Fi)
- Experience and knowledge of Microsoft desktop operating systems (XP Pro, Windows 2K, NT)
- Knowledge of Outlook 2003 in an Exchange Environment
- Blackberry Support (Activation with BES, Syncing Contacts, Calendar)
- File Restores (Snapshot)
- Recovery of PST files (Scanpst.exe)
- Experience with Sophos Antivirus
Education
Business Administration courses -
Dutchess Community College
05.1983
Business Administration courses -
Morrisville Community College
12.1982
Skills
- Time management
- Attention to detail
- Documentation and reporting
- Information gathering
- Customer support
- Communicating with clients
- Desktop support
- Technical issues analysis
- Onboarding
- Application installations
- Hardware upgrades
- System diagnostics
- Remote diagnostics
- Remote desktop support
- Wireless networking
- Application support
- Incident management
- Hardware installation
- Troubleshooting expertise
- Issue resolution
- System troubleshooting
- Software installation
- Technical Support
- Problem-solving
- Network troubleshooting
- Help desk support
- Active Directory management
- Backup and recovery
- Asset management
- Ticketing systems
- Operating systems
- Service ticket tracking
- Computer system diagnostics software
- Microsoft Windows and O365
- Multitasking
- Active listening
- Remote technical support
- Hardware and software repair
- Customer service expert
- Highly professional
- Professionalism
- System upgrades
- Computer diagnostics
Certification
Help Desk 2000 Certification
Languages
English
Timeline
Senior Enterprise Operations Center Analyst
New York Independent System Operator
04.2022 - Current
Help Desk Analyst II
New York Power Authority
07.2011 - 04.2022
Technical Support Specialist I
IBM
02.2009 - 06.2010
Senior Help Desk Analyst II
Global Help Desk Services Inc.
11.2006 - 02.2009
Business Administration courses -
Morrisville Community College
Help Desk 2000 Certification
Business Administration courses -
Dutchess Community College
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