Raykal Stafford
Arlington
Summary
Over 30 years of experience in IT support, specializing in Helpdesk, Desktop, and Executive support. Proven track record in managing PC refresh projects and implementing effective solutions to enhance business operations. Expertise in troubleshooting hardware and software issues across Windows and Mac environments, with strong skills in project management and client relationship management. Proficient in system monitoring, installation, and configuration of IT infrastructure, ensuring optimal performance and user satisfaction. In-depth senior analyst with sound knowledge of various software. Expertise in client management, data analysis, data modeling and client relationship management. Several years of experience in industry. Reliable senior analyst with outstanding talents in client management, business operations and leadership. Strong project management skills with adroitness in successfully managing multiple tasks at any given point. Over a several-year background providing strategic analysis services to businesses. Communicative Senior Analyst with strong project management and relationship building talents. Gifted to assess business processes and inefficiencies. Dedicated to providing leadership and coordination of project teams. Logical Analyst polished in maintaining system processes, conducting requirement analysis, and defining configuration specifications. Reputable and hardworking professional with many years of hands-on experience developing and providing in-depth analysis of customer service offerings and performance metrics. Tech-savvy leader possessing solid SQL query writing skills coupled with deep knowledge of visualization tools and techniques. Seasoned Senior Analyst with a strong background in analyzing complex financial data, developing comprehensive reports and presenting findings to key stakeholders. Possess analytical skills, strategic planning abilities, and business acumen. Known for improving operational efficiency and contributing to revenue growth through insightful analysis and forecasting. Goal-driven analyst polished in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success. Several years of experience in industry.
Overview
22
22
years of professional experience
Work History
SR Analyst, Virtual TechRX
CVS/Aetna
Arlington
08.2019 - 09.2025
- Started the process of closing Aetna/CVS offices, and ensured all equipment was accounted for, collaborating with outside vendors for pickup.
- Provided white-glove end-user service on an executive level.
- Addressing user tickets regarding hardware, software, and networking with ServiceNow.
- Walking customers through installing applications and computer peripherals.
- Asking targeted questions to diagnose and troubleshoot problems.
- Providing L3 executive support, as well as conference rooms for VIPs, CEOs, and COOs.
- Lease replacement, deployment, and upgrades to the Windows 10 environment.
- Test, diagnose, and troubleshoot network issues that a customer may encounter
- Desktop/Laptop fixes the troubleshooting of VMWare
- Cross (Buddy System) Training between CVS and Aetna Employees
- Project Management- Overseeing start-up projects at Aetna
- Performed Desktop Duties
- Troubleshoot O365, Application packaging, Patching, Imaging, MDM
- Training CVS Techs on learning the Aetna’s side, IT
- Attend and provide input on Manager meetings to discuss improvement of procedures and actions of trainings, repair and new sites
- Assist Management with duties, payroll, and the Snow ticketing system.
- Coordinated with the facilities Manager on proper in and out of daily traffic of vendors
- Run reports and daily statistics of coworkers' progress
- Active Directory duties and Escalations on a senior level System Admin duties as well
- Server maintenance and upgrading of Desktops, Laptops, and Mac support
- Analyzed data trends to support strategic decision-making initiatives.
- Collaborated with cross-functional teams to enhance project outcomes and efficiency.
- Developed comprehensive reports to communicate insights and recommendations effectively.
- Led process improvement initiatives to optimize operational workflows and performance.
- Mentored junior analysts, guiding analytical methodologies and best practices.
- Conducted market research to inform business strategy and competitive positioning.
- Utilized advanced analytical tools to interpret complex datasets accurately.
- Facilitated training sessions to enhance team capabilities in data analysis techniques.
- Collaborated with IT teams on new tools and technologies.
- Maintained an updated knowledge base on industry trends and best practices.
- Led meetings with stakeholders to discuss objectives and budgets.
- Drafted documents that outlined processes, procedures, and best practices.
- Developed training materials for end users.
- Conducted extensive research into industry trends and competitive analysis.
- Communicated with customers, competitors, and suppliers to stay abreast of industry or business trends.
- Analyzed and tracked data to prepare forecasts and identify trends.
- Identified needs of customers promptly and efficiently.
- Generated standard or custom reports summarizing business, financial or economic data.
- Created and designed business intelligence databases, spreadsheets or outputs.
- Collected business intelligence data from industry reports, public information or purchased sources.
- Created or reviewed technical design documentation to drive accuracy of reporting solutions.
- Analyzed competitive market strategies through related product, market or share trends.
- Identified and analyzed industry or geographic trends with business strategy implications.
- Managed diverse projects for data capture, storage and forecast analysis.
- Collected, tracked and evaluated current business and market trend data.
- Provided technical support for existing reports, dashboards or other tools.
- Disseminated information regarding tools, reports or metadata enhancements.
- Maintained library of model documents, templates or other reusable knowledge assets.
- Synthesized current business intelligence or trend data to support recommendations for action.
- Identified or monitored current and potential customers using business intelligence tools.
SR. End User Support
CVS Health
Little Rock
01.2017 - 06.2019
- Drive between 30 CVS Retail locations to service hardware or remote in from home
- Built PC and fix laptop, desktop computers
- Diagnose and repair hardware issues, completely built computers troubleshoot technical issues, and install software applications.
- Service POS (point of sale) registers, self-checkout registers, thermal and laser printers, PCs, thin clients, phone systems, RF, networks, routers and other related computer peripherals
- Provide desktop support for office personnel
- Troubleshoot/repair desktop/laptop units
- Image and configure new and existing desktops/laptops
- Provided desktop support for desktop units
- Prepared/imaged new desktop PCs using Ghost
- Troubleshoot hardware/software issues
- Rolled out Microsoft Office in a corporate environment
- Support users on printing issues.
- Server maintenance and upgrading of Desktops, Laptops, MAC support
- Replace failed hardware in desktop unite
- Provide telephone and remote desktop support for remote users
- Support network products and connectivity issues
- Assist other neighboring areas with workload
- Be on call for high severity calls during weekday evenings, and rotating weekends and holidays
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Utilized various software and tools to streamline processes and optimize performance.
- Achieved cost-savings by developing functional solutions to problems.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
IT Logistics Manager
PDS Tech
Jacksonville
05.2016 - 01.2017
- Coordinated with facilities Manager on proper in an out of daily traffic of venders
- Process IT material into inventory control software
- Install, repair, maintain, and upgrade Apple Desktop and Notebook Computers; Perform maintenance on printers.
- Built and deployed Windows 7 images with AIK, MDT.
- Diagnose, replace and break-fix different brand like desktops, laptops, PCs, tablets etc.
- Configure Windows 7/8/10 workstations, Office 365, outlook, Excel, Access
- Windows 7/10 Installation/Imaging Laptops and PCs
- Building computers and laptops thru network resources.
- Distribute material to appropriate classrooms/work areas
- Install, connect, update VM and test hardware and remove existing materials
- Process IAW US GOVT directed Plant Clearance Automated Reutilization Screening System
- Troubleshoot O365, Application packaging, Patching, Imaging, MDM
- Provided Executive support for share holders
- Managed logistics operations for efficient supply chain execution.
- Coordinated inventory management and distribution processes across multiple channels.
- Oversaw transportation planning to ensure timely delivery of goods.
- Implemented cost-saving strategies through optimized routing and scheduling.
- Trained team members on safety protocols and best practices in logistics.
- Developed strong vendor relationships to enhance service quality and reliability.
- Analyzed logistics data to identify trends and improve operational efficiency.
- Led cross-functional meetings to align logistics strategies with business objectives.
- Worked collaboratively with customers and staff at various levels.
- Managed day-to-day operations related to receiving, storing, packing, shipping merchandise.
- Created reports to track shipment progress, delivery times, and costs associated with transport.
- Developed and managed logistics strategies to improve the efficiency of operations.
- Coordinated with suppliers to ensure timely deliveries of goods.
- Created and enforced policies and procedures for entire logistics team.
- Resolved customer complaints related to shipping issues or delays in transit times.
- Implemented cost-saving measures such as route optimization for shipments.
- Oversaw warehouse staff to ensure proper handling and storage of materials and products.
- Maintained high standards of internal and external customer service.
- Logged, processed, and followed up on merchandise authorization shipments in databases.
- Managed budget with company leadership, analyzing previous purchases and forecasting future requirements.
- Led and managed projects to support logistics efforts and plans.
- Assigned tasks and projects to team members based on their experience level and skillset.
- Maintained relationships with key stakeholders like customers, suppliers, distributors.
- Reviewed invoices from carriers and vendors for accuracy prior to processing payments.
- Performed needs analysis to determine performance gaps and developed appropriate tactics to resolve issues.
- Identified and resolved shipping and packaging errors.
- Identified areas of improvement in existing logistics systems using data analytics tools.
- Provided guidance on best practices for warehousing operations based on industry standards.
- Implemented ordering, tracking and billing systems and associated processes to streamline procedures.
- Investigated claims of damaged cargo or lost shipments in order to determine cause and remedy.
- Negotiated contracts with carriers for optimal pricing on transportation services.
- Organized distribution networks including trucking fleets, warehouses, and third-party vendors.
- Managed day-to-day shipping and receiving, overseeing large number of packages in 24-hour period.
- Relayed information between drivers and recipients regarding ETA and potential delays.
- Updated customers and interdepartmental employees on critical shipments upon request.
- Consistently met company and department objectives within budget and time constraints.
- Coordinated with freight forwarders to expedite international shipments.
- Collaborated effectively in cross-functional team-oriented environment.
- Conducted training sessions for new employees on safety procedures within the warehouse.
- Collaborated with other departments to develop strategies that align with company objectives.
- Drafted policies regarding storage, distribution, and transportation of products.
- Developed strong rapport through effective client needs assessment and commitment to top satisfaction levels.
- Monitored inventory levels and initiated re-stocking processes when necessary.
- Analyzed data to identify trends in customer demand and adjusted supply chain accordingly.
- Managed high-performing team to enhance quality and safety of internal freight systems.
- Ensured compliance with government regulations related to freight forwarding activities.
- Strengthened operational efficiencies by developing organizational filing systems for invoices, customer orders and contract records.
- Managed purchases by making initial assessments, selecting suppliers and meeting support requirements.
- Ensured compliance with company policies, procedures, safety regulations and applicable laws.
- Identified opportunities to reduce cost and improve productivity.
- Tracked orders using functional systems and coordinated with warehouse workers to ensure proper storage and distribution of products.
- Coordinated and monitored inbound and outgoing deliveries, keeping abreast of delays and other issues.
- Supervised activities of workers engaged in receiving, storing and shipping products or materials.
- Handled departmental scheduling to maintain proper staffing for shifts.
- Directed investigations to verify and resolve customer or shipper complaints.
- Analyzed various aspects of corporate logistics to determine most cost-effective or efficient means of transporting products.
- Prepared inventory for shipment by attaching tags and labels.
- Implemented on-the-job training activities to cross-train employees on various tasks.
- Implemented and planned warehouse safety and security programs and activities.
- Restructured warehouse picking locations and reserved slots to achieve maximum employee productivity.
- Implemented bar coding system to identify location and quantities of requested items.
- Examined expenditures to develop plans and budgets for increasing profits or improving services.
- Developed and documented standard and emergency operating procedures for receiving and shipping products or materials.
- Established or monitored specific supply chain-based performance measurement systems.
- Monitored product import or export processes to verify compliance with regulatory or legal requirements.
- Planned and implemented energy-saving changes to transportation services by optimizing capabilities.
- Examined invoices and shipping manifests for conformity to tariff and customs regulations.
Desktop Support Technician III
Robert Half Technologies
Conway
04.2016 - 04.2016
- Break-fix computer components and give recommendations for laptops, computer, PC, Tablets components, appliances, and peripherals
- Installed and repaired printers and Scanners
- Trouble shooting or replacing PC’s, Laptops, Printers and Phones.
- Conduct, virus/malware removal services among many other tasks that a customer may want us to perform.
- Troubleshooting tablets, DELL, LENEVO, HP, APPLE etc. computers.
- Hardware, peripheral and software support, repairs and upgrades.
- Assisted in installation, and maintenance of it equipment.
- Build, configure and consult on custom, and branded PC, Desktop, laptop, tablets machines based on customer needs.
- Diagnose and repair hardware and software issues and configure for maximum performance.
- Communicate site activities via Clients SharePoint site
- Unbox and install wireless router/access points
- Troubleshoot any connectivity issues with laptops and router connecting to internet
- Break down equipment at end of project and box it back up for pick up
- Perform Desktop duties
- Troubleshoot O365, Application packaging, Patching, Imaging, MDM
- Provided Executive support for share holders
- Provided technical support for desktop hardware and software issues.
- Installed and configured operating systems and applications on user devices.
- Assisted users with troubleshooting network connectivity problems and printer setups.
- Maintained inventory of computer equipment and software licenses for accurate tracking.
- Collaborated with teams to address escalated technical support inquiries effectively.
- Documented support processes and solutions for future reference and training purposes.
- Trained staff on best practices for using software tools and security protocols.
- Ensured compliance with company policies regarding IT security and data protection.
- Assisted with the installation of new computers, peripherals and other IT-related equipment.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
- Troubleshot computer systems to identify and resolve operating system and application problems.
- Conducted training sessions for end users on basic use of software applications like MS Office Suite.
- Diagnosed network connectivity issues by troubleshooting LAN and WAN components including routers, switches and cables.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
- Oversaw hardware, software and networking component monitoring, testing, and installation to assist maintenance and migration.
- Researched and maintained IT project and service documentation to assist future problem resolution.
- Resolved customer service requests in a timely manner according to established SLAs.
- Created detailed documentation of all tasks performed on user's computers.
- Performed regular maintenance activities such as virus scans, disk de-fragmentation.
- Oversaw bug reports and completed resolutions within adequate timeframes.
- Designed and customized implementations to provide system integrity and security.
- Configured user accounts in Active Directory for access to corporate resources.
- Lent technical support, consulting, and implementation services to maintain system performance thresholds.
- Surveyed and supported technology assets to maintain business continuity.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Maintained positive working relationship with fellow staff and management.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Conducted workflow analysis, space design or cost comparison analysis.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Evaluated software or hardware to recommend improvements or upgrades.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Collected, analyzed and reported on data for use in operational planning.
PC Refresh Technician (Refresh Project)
Comp U com - INSIGHT GLOBAL
Little Rock
10.2015 - 11.2015
- Upgrading computers from Windows XP to Windows 7
- Replacing hard drives and some cases complete units
- Trouble shooting and doing software updates
- Proficient in diagnosing PC issues
- Ability to analyze PC issues, Printer Issues.
- Experience working in Active Directories, passwords
- Worked in Windows 7 and 10 environments.
- Uploading software to Desktops, Laptops, and Tablets
- Deploy Windows 7 and 8 Laptops, desktops, tablets, printers, and scanners.
- Asset Management
- Replace and repair lease return, upgrade and maintain Laptops, desktops, tablets, printers, scanners computers.
- Provide remote support and customer service over the phone and live remote connection.
- Problem solving resolution for all users with hardware, software and application problems.
- Provides troubleshooting of network connectivity issues.
- Add printers and Scanners.
- Performs maintenance of Laptops, desktops, tablets, printers, scanners equipment and peripherals
- Assists in performing break-fix of Laptops, desktops, tablets, printers, scanners equipment and peripherals
- Performed Desktop duties, managed O365
- Project management of new Retail Stores
- Troubleshoot O365, Application packaging, Patching, Imaging, MDM
- Performed hardware upgrades on desktop and laptop computers.
- Configured operating systems and installed necessary software applications.
- Conducted quality checks to ensure proper functionality of equipment.
- Assisted in inventory management of computer parts and peripherals.
- Provided technical support to end-users during the refresh process.
- Collaborated with team members to streamline refresh workflows.
- Documented processes and maintained accurate records of equipment changes.
- Trained new technicians on refresh procedures and best practices.
- Provided technical assistance to end-users during the transition period.
- Tested functionality of all newly installed hardware components.
- Implemented preventive maintenance procedures for hardware components.
- Installed new hardware components, such as hard drives, motherboards, and power supplies.
- Instructed users on proper use of their newly configured systems.
- Deployed new software applications according to corporate standards.
- Verified compatibility between software applications and new hardware components.
- Performed diagnostic tests on systems to ensure optimal performance levels.
- Created detailed records for each refreshed computer system.
- Resolved any issues related to operating system instability or incompatibility.
- Responded promptly to any requests from customers seeking help with refreshes.
- Developed installation instructions for end-users to follow post-refresh.
- Configured BIOS settings to meet system requirements.
- Maintained appropriate security protocols while handling sensitive user data.
- Monitored network traffic for potential security threats before deployment.
- Ensured that all hardware configurations were updated in the inventory database.
- Assisted in troubleshooting and resolving common PC refresh problems.
- Performed data backups prior to the PC refresh process.
- Coordinated with vendors to obtain necessary replacement parts and accessories.
- Conducted quality assurance testing on all freshly refreshed PCs.
- Replaced outdated hardware with new compatible equipment.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Responded to or escalated tickets based on severity and internal policies governing responses.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- Notified internal and external customers of impending changes and agreed outages to prevent unexpected service disruptions.
- Acted as single point of contact for customers during technical faults and security-related events.
- Performed internal vulnerability scans to harden owned systems against intrusion and malicious activity.
- Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
- Maintained positive working relationship with fellow staff and management.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Evaluated software or hardware to recommend improvements or upgrades.
- Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
- Oversaw daily performance of computer systems.
- Collected, analyzed and reported on data for use in operational planning.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Conducted workflow analysis, space design or cost comparison analysis.
Desktop Support Technician/System Administrator
PALADIN CONSULTANTS
Little Rock
07.2013 - 05.2015
- Provided support for PC’s and Laptops
- Administrated printers remotely and Active Directory
- Serviced printers and print servers
- Provided support for printers and Kronos environment
- Assisted Facility Manager with escalated customer complaints
- Assisted with Password Resets and troubleshooting tickets
- Responded to service calls and issues with local and nationwide printers
- Pulled monthly meter reads for submission
- Maintained FRU’s on site
- Answered Helpdesk telephone calls as Xerox Service agent
- Performed Desktop duties
- Troubleshoot O365, Application packaging, Patching, Imaging, MDM
- Provided Executive support for share holders
- Application packaging, Patching, Imaging
- Provided technical support for desktop hardware and software issues.
- Installed and configured operating systems on user workstations.
- Assisted users with troubleshooting network connectivity problems.
- Maintained inventory of IT equipment and supplies for efficient operations.
- Documented support requests and resolutions in ticketing system.
- Trained staff on new software applications and desktop tools.
- Collaborated with IT team to improve service delivery processes.
- Ensured compliance with company security policies during support activities.
- Assisted with the installation of new computers, peripherals and other IT-related equipment.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Installed and configured hardware such as printers, scanners, monitors, keyboards and mice.
- Troubleshot computer systems to identify and resolve operating system and application problems.
- Conducted training sessions for end users on basic use of software applications like MS Office Suite.
- Installed and configured printers and scanners and reset default device passwords to prevent cyber attacks.
- Diagnosed network connectivity issues by troubleshooting LAN and WAN components including routers, switches and cables.
- Provided technical support to users regarding hardware, software and network related issues.
- Researched and maintained IT project and service documentation to assist future problem resolution.
- Resolved customer service requests in a timely manner according to established SLAs.
- Created detailed documentation of all tasks performed on user's computers.
- Performed regular maintenance activities such as virus scans, disk de-fragmentation.
- Oversaw bug reports and completed resolutions within adequate timeframes.
- Designed and customized implementations to provide system integrity and security.
- Configured user accounts in Active Directory for access to corporate resources.
- Lent technical support, consulting, and implementation services to maintain system performance thresholds.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Maintained positive working relationship with fellow staff and management.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Conducted workflow analysis, space design or cost comparison analysis.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Evaluated software or hardware to recommend improvements or upgrades.
- Collected, analyzed and reported on data for use in operational planning.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Managed server configurations and updates for client systems.
- Collaborated with teams to troubleshoot network connectivity issues.
- Implemented security protocols to protect sensitive information.
- Provided technical support and guidance to end-users and teams.
- Maintained backup systems to ensure data integrity and availability.
- Documented processes and procedures for system administration tasks.
- Monitored system performance and reported anomalies to management.
- Assisted in the deployment of new software and hardware solutions.
- Troubleshot application errors and provided technical support to end-users.
- Created user accounts and managed access rights for users.
- Configured and maintained system hardware, software and network components.
- Deployed operating systems upgrades and security patching in accordance with IT policies.
- Set up user accounts, permissions and passwords and defined network policies and procedures.
- Maintained inventory of hardware assets including servers, laptops, desktops.
- Oversaw storage management, data migration, backups and drive replacements.
- Performed regular backups of critical data and documents.
- Installed, tested and evaluated new systems, applications and patches.
- Created configuration guides for deploying new desktops, laptops and mobile devices.
- Set up, optimized, and managed network equipment.
- Supported, configured, maintained and upgraded customer networks and in-house servers.
- Analyzed system logs to identify suspicious activities or anomalies.
- Monitored system performance to ensure optimal operations and identified potential issues.
- Monitored application and print servers, rapidly responding to faults and malfunctions.
- Implemented security measures such as firewalls, antivirus programs.
- Coordinated with third-party vendors for resolution of incidents or provisioning services.
- Managed email routing and internal message protocols to support reliable delivery of communications.
- Resolved complex technical problems within established service level agreements.
- Provided guidance on best practices related to system administration procedures.
- Collaborated with other teams to develop solutions for various projects.
- Implemented and monitored network security measures, including firewalls and intrusion detection systems.
- Monitored system performance, identifying and resolving bottlenecks to maintain optimal functionality.
- Conducted research on emerging technologies in order to identify opportunities for improvement.
- Administered user accounts, permissions, and access controls, enhancing security and compliance.
- Developed and maintained comprehensive documentation for system configurations and procedures.
- Automated routine administrative tasks using scripting languages like PowerShell and Bash, increasing operational efficiency.
- Managed and maintained servers across multiple platforms, ensuring high availability and performance.
- Configured and managed email servers and protocols, ensuring reliable and secure communications.
- Installed, configured, and updated software and hardware components, ensuring system integrity and compatibility.
- Managed storage solutions, including NAS and SAN, optimizing data accessibility and redundancy.
- Collaborated with IT teams to design and improve the network architecture, enhancing overall performance and reliability.
- Configured and supported virtual environments using VMware and Hyper-V, optimizing resource utilization.
- Conducted regular system backups and disaster recovery operations, minimizing data loss during critical failures.
- Ensured compliance with IT policies and regulatory requirements, conducting regular audits and assessments.
- Stayed current with emerging technologies and trends, regularly upgrading systems to maintain competitive advantage.
- Facilitated the migration of servers and applications to cloud platforms, improving scalability and cost-effectiveness.
- Coordinated with vendors and support teams to resolve technical issues and procure necessary equipment.
- Provided technical support and training to users, improving system understanding and reducing support requests.
- Implemented and managed VPNs, enabling secure remote access for employees.
- Installed security software to protect networks.
- Designed, configured and tested computer hardware and operating system software.
- Monitored network performance to determine adjustments needed.
- Coordinated with vendors and company personnel to facilitate purchases.
- Configured, monitored and maintained email applications or virus protection software.
- Implemented and provided technical support for voice services and equipment.
- Provided effective resolutions to issues and escalated problems with knowledgeable support and quality service.
- Increased system security and performance with proactive changes.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Promoted continuous improvement for IT governance processes.
- Analyzed equipment performance records to determine need for repair or replacement.
- Spearheaded server infrastructure development, quality control, staging, and production operations.
- Planned, tested and supported high-availability infrastructures.
- Analyzed intricate server issues and supported large enterprise and business-critical applications.
- Gathered data pertaining to customer needs to identify, predict and evaluate system and network requirements.
- Consulted users to determine areas in need of improvement.
Desk Side Support Tech
STAFFING AGENCIES
Little Rock
05.2003 - 07.2013
- Customer Service Representative
- Administrative Assistant
- Receptionist
- Accounts Receivable Clerk
- Accounts Payable Clerk
- Assistant Manager
- IT Analyst I and II
Education
Information Systems -
PARK UNIVERSITY
Jacksonville, AR12.2018
Accounting Courses -
PULASKI TECH
North Little Rock, AR12.2010
Computer Science courses -
LINCOLN UNIVERSITY
Jefferson City, MO12.1993
High School Diploma -
CENTRAL COMPUTERS UNLIMITED HIGH SCHOOL
Kansas City, MO05.1990
Skills
- HP and Dell systems
- Laptop and desktop support
- Telephone and video conferencing
- Network protocols and management
- Cloud services: Azure and VMWare
- Windows and Mac OS environments
- Microsoft Office Suite proficiency
- Data entry and billing processes
- Accounts receivable and payable
- Customer service and relationship management
- Project management and training development
- Technical documentation and system configuration
- Network security solutions
- Statistical modeling and data analysis
Timeline
SR Analyst, Virtual TechRX
CVS/Aetna
08.2019 - 09.2025
SR. End User Support
CVS Health
01.2017 - 06.2019
IT Logistics Manager
PDS Tech
05.2016 - 01.2017
Desktop Support Technician III
Robert Half Technologies
04.2016 - 04.2016
PC Refresh Technician (Refresh Project)
Comp U com - INSIGHT GLOBAL
10.2015 - 11.2015
Desktop Support Technician/System Administrator
PALADIN CONSULTANTS
07.2013 - 05.2015
Desk Side Support Tech
STAFFING AGENCIES
05.2003 - 07.2013
Information Systems -
PARK UNIVERSITY
Accounting Courses -
PULASKI TECH
Computer Science courses -
LINCOLN UNIVERSITY
High School Diploma -
CENTRAL COMPUTERS UNLIMITED HIGH SCHOOL