Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Timeline
Generic

Prescott J. Saunders

Rensselaer

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

19
19
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 meet 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 Resets, Unlocks
  • 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 the arrival of all new hardware and software
  • 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 - undefined

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
  • ServiceNow
  • 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

Websites

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 - undefined

Morrisville Community College

Business Administration courses -

Dutchess Community College

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