Summary
Overview
Work History
Education
Technical Skills
References
Timeline
Generic

Raisheda S Finch

Manning,SC

Summary

Detail-oriented Service Desk Analyst with 8 years of Remote IT support experience, specializing in network troubleshooting, hardware configuration, software installation, authentication systems, and customer satisfaction. Proven track record in high-volume environments, with a Public Trust Clearance. Skilled at improving support workflows and minimizing downtime across healthcare and federal organizations.

Overview

10
10
years of professional experience

Work History

Service Desk Analyst (REMOTE)

Optimum HIT- Intermountain Health
09.2024 - 12.2024
  • Verified PHI, assisted users with enrolling in PingID Authenticator to access Workday, as well as patient systems, such as Epic and Epic Haiku. Signing into Intermountain and SelectHealth.
  • Troubleshoot logins whenever users could not access their landing pages, using various resources to ensure their accounts were in good standing, to successfully authenticate and sign in.
  • Assisted users who experienced duplicate accounts, users whose accounts had been inactive for over six months and entered into D.A.V.E. Assisted with changes that took place with the user's account whenever there was a nationwide migration. High-volume command center.
  • The role only lasted four weeks, but I was one of four employees who were offered an extension out of 25 employees who were hired due to my self-motivation, work ethic, and ability to resolve problems without having to seek help all the time.

Dedicated Service Desk Analyst (REMOTE)

Bell Techlogix-L3 Harris
Indianapolis, IN
02.2023 - 08.2024
  • Verify PI; Answer user inquiries regarding computer software and hardware operation to resolve problems.
  • Utilize Active Directory to unlocks users' accounts, change network passwords, and ensure account is in active state.
  • Assigned Soft and Hard Tokens for Multifactor Authentication in RSA Console for users to have access to Networks remotely using VPN or Citrix VDI.
  • Enroll User's with Authentication to access work platforms to verify their identity.
  • Set up mobile devices for company use with Company Portal/Microsoft Intune.
  • Assist with the set-up of VPN for users to work remotely, ie: Pulse Secure.

SAP Basis Consultant (REMOTE)

NTT Data
Atlanta, GA
07.2020 - 01.2023
  • Developed and maintained positive customer relationships resulting in increased account services and expansion.
  • Delivered local and remote Tier 1 and Tier 2 IT support for hardware and software to company personnel.
  • Walked customers through processes of installing software or hardware and initial program start up procedures.
  • Identified opportunities to improve network, application and cloud security through implementation of secure frameworks.
  • Assisted with configuring WiFi/Mesh Networking Platforms
  • Remote into Clients' devices and provided technical support on all devices, including IOS and Android.

IT Technician (REMOTE)

FEMA-GDIT
Atlanta, GA
02.2019 - 07.2020
  • Adhered to HIPAA guidelines and maintained integrity of hospital policies and procedures.
  • Provided technical support to users via telephone or remote access.
  • Maintained user accounts in Active Directory and Exchange Server environments.
  • Configured routers, switches and wireless access points for LANs and WANs.
  • Tracked service requests through a ticketing system such as Remedy and Service Now.
  • Assisted with server virtualization projects using VMware ESXi or Hyper-V technologies.
  • Acted as single point of contact for clients during technical faults and security-related events.

PSE Clerk/ Distribution Associate

United States Postal Service
Alpharetta, GA
08.2018 - 01.2019
  • Performed various mail center activities (sorting, metering, folding, inserting)
  • Maintain all logs and reporting documentation, great organization and attention to detail

Technical Support

Wipro, LLC - Geek Squad
Atlanta, GA
01.2018 - 06.2018
  • Provided company users with tech support for IT problems and account maintenance.
  • Provided support via remote desktop software, diagnosing customer issues over private and public networks.

Customer Service Agent

Global Equipment Company
Buford, GA
01.2015 - 12.2017
  • Microsoft Efficiency: Using Microsoft Outlook, Word Processing, Microsoft
  • Effective First Call Resolution
  • Worked alongside a Logistics company to keep track of all Freight being shipped, issuing APBs with lost shipment

Education

Bachelor of Science - Information Technology

Savannah State University
Savannah, GA
01.2014

Technical Skills

Active Directory, ServiceNow, Jira, RSA SecurID, VPN Setup (Pulse Secure,

Citrix, Palo Alto, Global Potect), VMware ESXi, Microsoft Intune, Epic Systems Support, MS Windows OS, iOS/Android Support, HIPAA Compliance, Remote Troubleshooting, ITIL Processes

References

References available upon request.

Timeline

Service Desk Analyst (REMOTE)

Optimum HIT- Intermountain Health
09.2024 - 12.2024

Dedicated Service Desk Analyst (REMOTE)

Bell Techlogix-L3 Harris
02.2023 - 08.2024

SAP Basis Consultant (REMOTE)

NTT Data
07.2020 - 01.2023

IT Technician (REMOTE)

FEMA-GDIT
02.2019 - 07.2020

PSE Clerk/ Distribution Associate

United States Postal Service
08.2018 - 01.2019

Technical Support

Wipro, LLC - Geek Squad
01.2018 - 06.2018

Customer Service Agent

Global Equipment Company
01.2015 - 12.2017

Bachelor of Science - Information Technology

Savannah State University

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Raisheda S Finch