SCOTT SMITH
Middleburg,FL
Summary
Experienced Senior Information Technology Analyst with a decade of expertise in the field, seeking a dynamic and fulfilling role within a company that values and leverages extensive knowledge and training in Information Technology services. Committed to utilizing skills to their fullest potential and expanding upon existing experience, eager to contribute to the success of an organization that promotes growth and innovation in the IT industry.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Analyst
TOTE Maritime
2021.01 - Current
- Ensure timeliness of response and resolution of tickets
- Monitoring and oversight of service-related tickets
- Client computing technology, operation, and effectiveness
- IT inventory and asset tracking
- Client technology management (Hardware, configuration, operating systems, upgrades)
- Client Patch management and security (backups, antivirus, malware)
- Operating system (fixes, patches, new version, migration)
- Own the implementation and continuous improvement of client computing technology
- Involvement in establishing user accounts, profiles, file shares, access privileges, monitoring of usage, and resolving user access issues
- Development of desktop, laptop and mobile device imaging and management
- Assist with the management of Active Directory and Group Policies
- Assisting the IT team in various areas of technology
- Continual improvement of processes and services
- Support IT operations
- Assist with supporting users.
TSG Technician (contract)
UPS
2020.07 - 2020.12
- Provides Tier 2 customer support which included resolution and escalation of desktop hardware, software technical problems, and technical support
- Installs, maintains and optimizes desktop /notebook configurations at customer sites
- Diagnose, troubleshoot, and resolve software, hardware, and network issues
- Diagnoses and resolves product performance problems, Wi-Fi, printers
- Performs advanced troubleshooting techniques to address complex technical issues
- Desktop installation and network components
- Documents service orders and perform follow up of completed orders for management information reporting and customer satisfaction
- Provided on site technical support; Install and repair workstations; Perform maintenance tasks on workstations.
Field Technician Senior Analyst
NTT Data
2019.01 - 2020.06
- Diagnoses and troubleshoot problems encountered with personal computer hardware, software and peripherals
- Documents service orders and perform follow up of completed orders for management information reporting and customer satisfaction
- Configure software and patches for SCCM
- Serve as Technical lead
- Administer and maintain Office 365
- Communicate with client on projects and events
- Performs advanced troubleshooting techniques to address complex technical issues
- Hardware refresh
- Break fix support for laptops and desktops
- MS Office and application support
- Inventory management
- Responsible for on-site and/or remote installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, and peripherals
- Reviews, troubleshoots and approves operational quality desktops, notebooks, printers, and associated peripherals
- Installs, maintains and optimizes desktop /notebook configurations at customer sites
- Diagnoses and resolves product performance problems, Wi-Fi, printers
- Imaging Laptops and Desktops for new users.
Service Desk Field Technician II
AvMed
2015.10 - 2018.12
- Desktop installation and network components
- Provided desktop support related to operations, software, installation and configuration
- Provided Tier 2 customer support which included resolution and escalation of desktop hardware, software technical problems, and technical support
- Responsible for delegating tasks; Maintaining equipment inventory; Providing training to end users
- Responsible for ensuring that the technical team's objectives and goals were met
- Maintained customer service records and updated the records as issues were resolved
- Assisted end users to recommend desktop hardware and software requirements
- Develop written information about the organization's computing systems that aid in their use, support and development.
Information Technology Technician
Elder Options
2014.03 - 2015.10
- Assisted with management of the computer network system and performs troubleshooting tasks
- Assisted with administering and configuring file/print, e-mail and web servers; configures network switches; configuring routers; administering firewalls
- Provided Desktop support; Maintained warehouse inventory; Assisted with network administration duties; Managed data storage and retrieval system; Provided training as needed; Implemented software upgrades and OS migration as necessary
- Assisted with designing and implementing procedures to audit the accuracy and reliability of data processing operations
- Assisted with performing daily backups of all systems.
Information Technology Specialist
ARC of Alachua County
2014.03 - 2014.10
- Provided on site technical support; Install and repair workstations; Perform maintenance tasks on workstations
- Manage Active Directory for small business
- Diagnose, troubleshoot, and resolve software, hardware, and network issues
- Deploy operating systems in new computers, install components, and software
- Create, configure new users and manage Exchange email accounts
- Create and manage clients Active Directory structures, security rights, network drives, and printer configurations.
Technical Systems Consultant
JAMES MOORE & CO.
2013.03 - 2014.03
- Provided remote and onsite technical support to external clients with Kaseya
- Diagnosed, and resolved a wide range of software, hardware, and network issues
- Prioritized help tickets efficiently, tracked production and billable hours, ticket documentation and follow up with clients using Connectwise
- Deployed operating systems in new computers, installed components, and software
- Performed maintenance on workstations
- Created and managed clients Active Directory structures, security rights, network drives and printer configurations on small business servers
- Customer service and client education on new or updated software and hardware.
Education
Associate in Science Degree - Networking Services Technology
Santa Fe College
Gainesville, FL08.2013
Associate in Science Degree - Automotive Technology
Santa Fe College
Gainesville, FL01.1998
Skills
- Desktop Support, User Training
- Remote Connection and VPN Support
- Outstanding Customer Service Skills
- Experience with Windows 10, VMware, Linux, Microsoft Exchange, Windows Server 2016, PowerShell, Service Now, Office 365, and various other applications
- SCCM software configuration & deployment
- Intune Account and asset management
- Mobile Device management
- Active Directory configuration and administration
- Azure account administration
- Network administration and troubleshooting
- Desktop and Laptop Hardware Repair
- System installation, Updates, and Recovery Skills
Certification
- CompTIA Network+ Certified
- CompTIA A+ Certified
References
AVAILABLE UPON REQUEST
Timeline
IT Support Analyst
TOTE Maritime
2021.01 - Current
TSG Technician (contract)
UPS
2020.07 - 2020.12
Field Technician Senior Analyst
NTT Data
2019.01 - 2020.06
Service Desk Field Technician II
AvMed
2015.10 - 2018.12
Information Technology Technician
Elder Options
2014.03 - 2015.10
Information Technology Specialist
ARC of Alachua County
2014.03 - 2014.10
Technical Systems Consultant
JAMES MOORE & CO.
2013.03 - 2014.03
Associate in Science Degree - Networking Services Technology
Santa Fe College
Associate in Science Degree - Automotive Technology
Santa Fe College
- CompTIA Network+ Certified
- CompTIA A+ Certified
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