Summary
Overview
Work History
Skills
Certification
Accomplishments
Timeline
Generic

Sheldon Larry

Columbia,SC

Summary

Dynamic IT professional with a proven track record at HCA, specializing in identity management solutions and interpersonal communication. Demonstrated expertise in enhancing support processes and resolving complex technical issues, leading to improved IT support efficiency. Proficient in Microsoft Azure and VPN management, contributing to streamlined operations and increased productivity. Committed to leveraging technical skills for continuous improvement in IT service delivery.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Client Support Analyst II

HCA
Nashville, TN
01.2021 - 11.2024
  • Managed and processed support actions and requests by completing all documentation through the use of ServiceNow ticketing systems.
  • Offered hybrid support to both on-site and remote users, delivering top-notch IT assistance to internal staff.
  • Facilitated laptop setup for internal employees working in hybrid locations, utilizing Cisco AnyConnect and Microsoft Authenticator.
  • Effectively used troubleshooting skills to resolve problems within Citrix, Epic, Windows, and Microsoft platforms.
  • Adhered to strict guidelines for handling sensitive data, ensuring compliance with all relevant standards.
  • Handled significant volume of after-hours client calls.

Client Support Analyst

Cerecore
Nashville, TN
12.2019 - 01.2021
  • Recorded patient information accurately in the Epic system.
  • Ensured swift handling and proper classification of ServiceNow tickets.
  • Managed installation processes for hardware, software, and Citrix applications on a wide range of platforms.
  • Managed critical client concerns effectively, keeping consistent and transparent communication throughout the process.
  • Enhanced support processes to boost efficiency.

Computer Technician 2

FedEx Supply Chain
Lebanon, TN
07.2014 - 07.2019
  • Managed technical upkeep and troubleshooting for complex Dell computer systems.
  • Tested and installed motherboards, processors, and graphics cards on desktops and laptops for significant contracts.
  • Completed software imaging on diverse hardware such as Chromebooks, desktops, servers, and Cisco switches.
  • Established connections between computers, network, and related equipment.
  • Performed troubleshooting to correct computer hardware and software malfunctions.

Skills

  • Identity Management Solutions
  • Windows and Office Applications Knowledge
  • Approachable Demeanor
  • Experienced in VPN Management
  • Active Directory Management
  • Citrix
  • Epic
  • Provisioning
  • Effective Issue Escalation
  • Interpersonal and written communication
  • Consistent Professional Commitment
  • Proficient in Time Allocation
  • Microsoft Azure experience

Certification

HDI Support Center Analyst

Accomplishments

  • Fedex Bravo Zulu Award
  • 551st Signal Battalion Certificate Of Achievement

Timeline

Client Support Analyst II

HCA
01.2021 - 11.2024

Client Support Analyst

Cerecore
12.2019 - 01.2021

Computer Technician 2

FedEx Supply Chain
07.2014 - 07.2019

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Sheldon Larry