Resourceful System Administrator consistently responds to wide range of technical challenges with focused and creative approach. Highly effective at problem solving and decision making. 13 years of IT experience.
Overview
13
years of professional experience
Work History
Medtronic Via Wipro
Administrator
06.2022 - Current
Job overview
Managed and motivated employees to be productive and engaged in work.
Accomplished multiple tasks within established timeframes.
Managed the creation and assignment of all hardware assets assigned to end users in the Service now platform
Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Established team priorities, maintained schedules and monitored performance.
Defined clear targets and objectives and communicated to other team members.
Medtronic Via Wipro
L2 Desktop Support Engineer
11.2021 - 05.2022
Job overview
Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
Configured back office of IT solution Center in Mounds view increasing efficiency, and allowing staff to image more devices per day
Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
Explained technical information in clear terms to non-technical individuals to promote better understanding.
Configured and installed computer systems for other sub-organizations.
Resolving issues of 10-25 in person users per day with Hardware, Software, access issues
Patiently walked individuals through basic troubleshooting tasks
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Boston Scientific Via Randstad USA
Technical Support Engineer
09.2021 - 12.2021
Job overview
Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment. Performed software installations and OS upgrades to support layered software packages.
Resolved network issues and equipment and software troubleshooting queries to maintain data accessibility.
Created and administered profiles and accounts, also maintaining systems documentation.
Implemented standard software and hardware to promote server data integrity.
Install and configure MDM so users can work more comfortably in a Remote environment.
Provide VPN, and RSA Token Support to remote employees
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Took up to 40 support calls per day
Huntington Bank Via Apex Systems
Service Desk Specalist Tier II
05.2019 - 09.2021
Job overview
Entered tickets, and Requests into ServiceNow to facilitate faster problem identification, resolution and access management.
Provide Tier 2 Support to an organization with over 17,000 users.
Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Configured hardware, devices and software to set up work stations for employees.
Investigated and corrected problems with printers, copiers and other peripheral devices.
Provided Configuration and support for clients in Cisco Unity
Experience in Daily use of facilitating administrative tasks in the following; SCCM, Active Directory, Azure, Cisco Telephony systems & Intune MDM for the purposes of configuration, and support
Satcom Marketing L.L.C.
IT Support Specialist
03.2017 - 04.2019
Job overview
Support Director of IT and Facilities in daily operations
Provide tier 1-3 support to 200 users over 2 states
Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions
Provided local and remote Tier 1 IT support for hardware and software to company personnel
Reviewed current hardware and software and recommended modifications to increase system speed
Responded to assistance requests from users and directed individuals through basic troubleshooting tasks
Drafted technical documents, including whitepapers, user manuals, implementation documentation and support base entries
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes
Created and administered profiles and accounts in Active directory, and office 365, also maintaining systems documentation.
Maintained flexible schedule and responded to after-hours and weekend emergencies.
Device Pitstop
Lead Technician
01.2014 - 01.2016
Job overview
Set up equipment for all employees, including installing cables and hardware
Set up and configured hardware and software on company equipment
Restored data, operating systems, files, documents and drivers
Built and repaired Acer, Asus, Compaq, Dell, Gateway, HP, Lenovo, Toshiba, & Custom-Build computers
Repaired and replaced hardware, including LCD panels, hard drives, solid state drives, DC jacks, motherboards & daughter-boards
Ordered necessary supplies and parts to repair malfunctioning hardware
Installed system software, including All windows user and server platforms, Various forms of Linux, Unix and Mac OS 10.6-10.11
Skilled in Phone and Tablet Repair
Maintained accurate hardware and software inventories
Trained both internal and off-site users in repairing and resolving recurring issues
Geek Squad - Best Buy
Advanced Repair Agent
01.2011 - 03.2014
Job overview
Handled technical troubleshooting within a fast paced, retail environment
To include system crashes, slow-downs and data recoveries
As well as hardware installs, tune-ups, Operating System Installation/reinstallation, and customized computer setup
Selected Contributions: Wired the Maple grove geek squad after the remodel
Saved the company $1200 in service costs
Exceeded issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 95% and 100% on all CSI comments (outperforming average of 70%)
Handled 15+ technical/mission-critical calls daily and consistently met high service standards
Worked on up to 20 units at a time depending on precinct needs
Education
Hennepin Technical College, Brooklyn Park, MN
Associate of Applied Science from Interdisciplinary Studies
2018
University Overview
Majored in Network Administration
Coursework in Network administration, Help desk, & Server Administration
Graduated in Top 15% of Class
Skills
Proficient with ServiceNow
Process improvement
Software diagnosis
VPN Technology
Remote access tools
Application support
Customer service expert
TCP/IP
Technical documents comprehension
Desktop support
System diagnostics
Process and procedure development
Device imaging and configuration
Staff Training and development
Interpersonal Communication
Timeline
Administrator
Medtronic Via Wipro
06.2022 - Current
L2 Desktop Support Engineer
Medtronic Via Wipro
11.2021 - 05.2022
Technical Support Engineer
Boston Scientific Via Randstad USA
09.2021 - 12.2021
Service Desk Specalist Tier II
Huntington Bank Via Apex Systems
05.2019 - 09.2021
IT Support Specialist
Satcom Marketing L.L.C.
03.2017 - 04.2019
Lead Technician
Device Pitstop
01.2014 - 01.2016
Advanced Repair Agent
Geek Squad - Best Buy
01.2011 - 03.2014
Hennepin Technical College
Associate of Applied Science from Interdisciplinary Studies
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