Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

Raymond Whitney

Leominster,MA

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

30
30
years of professional experience

Work History

Senior Technical User Support Analyst

Medtronic Navigation
Littleton, MA
06.2012 - 03.2021
  • Onsite and remote Technical Support across 6 Medtronic locations,
  • Attention to detail and empathetic problem-solving methods allowed IT to successfully multitask while working with customers and completing IT Projects
  • Imaged new workstations and installed group software for new employees
  • Managed over 50 customer help tickets per day and provided technical assistance over phone and in person.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Configured and tested new software and hardware.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Generated reports to track performance and analyze trends.
  • Upgraded, configured, and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Offered assistance in implementing and developing training programs.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Created user accounts and assigned permissions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Developed and implemented preventive maintenance procedures.

Computer Hardware and Network Technician

Hanscom AFB Medical Clinic
Bedford, MA
01.2000 - 06.2012
  • Maintained technology equipment performance by configuring, diagnosing and repairing hardware.
  • Assigned application access, security roles and permissions
  • Provided faculty and staff with security software and network configuration support.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
  • Set up hardware and software in optimal configurations to meet network performance requirements.
  • Completed remote repairs involving software solutions and hardware repairs.
  • Monitored network hardware operations to evaluate proper configuration.
  • Investigated and corrected problems with printers, copiers and other peripheral devices.
  • Strategically implemented new computer projects and hardware installations to improve workflow for over 300 employees.

Product Manager

Kronos Inc
Chelmsford, MA
01.1991 - 01.2012
  • Supported Timekeeping software running on VMS, UNIX, DOS, Windows, Windows NT, Microsoft SQL Server, and Oracle SQL Server
  • Worked extra hours, nights, weekend, and holiday shifts
  • Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment
  • Coordinated project planning and execution with 10 team members and team leads.
  • Established criteria for each milestone within product roadmap as means to measure developmental progress
  • Assessed vendor products and maintained positive vendor relations
  • Consulted with product development teams to enhance products based on customer data
  • Developed product documentation to communicate and align key components of upcoming features and products to internal teams
  • Championed customer experience through expert analyzation and communication
  • Reduced project downtime by inspecting Timekeeping Software products for quality and adherence to client requirements.
  • Compiled product and customer data to generate informed profit projections.
  • Thrived in fast-paced, highly-adept team to develop and prioritize product features and build product roadmap.
  • Developed product documentation to communicate upcoming features and products to internal teams.

Education

Bachelor of Arts - Microprocessor & Electronic Engineering

Polytechnic Institute of New Hampshire
Amherst, NH
06.1986

Skills

  • Hardware and Software Configuration
  • Support End-Users
  • Microsoft Windows and Office
  • Citrix XenApp
  • Help Desk Support
  • Service Desk Team Management
  • Customer Service
  • Customer Communication and Empathy
  • Inventory Procedure Documentation
  • Issue and Resolution Tracking
  • Technical documents comprehension
  • Hardware and Software Expertise

Timeline

Senior Technical User Support Analyst

Medtronic Navigation
06.2012 - 03.2021

Computer Hardware and Network Technician

Hanscom AFB Medical Clinic
01.2000 - 06.2012

Product Manager

Kronos Inc
01.1991 - 01.2012

Bachelor of Arts - Microprocessor & Electronic Engineering

Polytechnic Institute of New Hampshire

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Raymond Whitney