Summary
Overview
Work History
Education
Skills
Timeline
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Sinatra Wallace

Dallas,TX

Summary

Skillful Operations Analyst adeptly supporting system management and problem resolution to improve records management. Over 6 years of experience managing customer activity, addressing technical issues and maintaining system operations. Skillfully assessed operational procedures, providing hands-on experience analyzing records and investigating complex troubleshooting issues. Accomplished expert navigating latest compliance regulations and service-level agreements, maintaining strict compliance with updated standards.

Overview

8
8
years of professional experience

Work History

Operations Analyst

Sophos
09.2021 - Current
  • Performed account administration in Active Directory/JIRA including adding, modifying and deletion of user groups
  • Assisted in development of operational policies and procedures that aligned with organizational goals and objectives.
  • Enhanced data accuracy through meticulous attention to detail in data management tasks.
  • Troubleshoot networks, systems, and applications to identify correct malfunctions and other operational difficulties
  • Conducted regular reviews of operations and identified areas for improvement.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Frequently inspected production area to verify proper equipment operation.

IT Operations Manager

Mr. Cooper
01.2020 - 11.2020
  • Supported PC hardware and software issues, along with networking, VMware and mobility
  • Provided white glove client support for executives and high-level clients
  • Streamlined manufacturing processes, reducing production costs while maintaining quality standards.
  • Created detailed reports on engineering activities and findings.
  • Installed and connected Network switches to merge voice and Data network infrastructure
  • Managed team of 3 other Engineers two of which were in office and one remote.

Senior Desktop Support Technician

Buchanan Technologies
01.2018 - 12.2019
  • Provided desktop and laptop support for system refresh project, supported users on setting up multiple network printers, managed hardware and software failure due to viruses
  • Provided maintenance and user support for numerous devices and operating systems including Windows 7/10, Office365, Microsoft Office, iPhone/iPad
  • Successfully migrated users from Windows 7 to Windows 10
  • Was responsible for formatting and imaging VMware systems
  • Troubleshot and resolved end-user complications through research and effective follow up practices
  • Managed team of 4, not only handling tickets, but also made sure my team met SLA standards.

Help Desk Technical Support Manager

ForSaleByOwner.com
08.2016 - 12.2017
  • Provided solutions and technical guidance to clients facing technical issues and difficulties
  • Demonstrated ability to analyze problems or adverse situations in a bid to provide well-placed customer service
  • Utilized clear Communication skills aimed at the understanding user’s needs and providing corresponding services.

Education

Vocational - Information Technology

MyComputerCareer.com / TechSkills
Indianapolis, IN
06.2018

Skills

  • System Integration
  • Business Intelligence
  • Operational Efficiency
  • Microsoft PowerPoint

Timeline

Operations Analyst

Sophos
09.2021 - Current

IT Operations Manager

Mr. Cooper
01.2020 - 11.2020

Senior Desktop Support Technician

Buchanan Technologies
01.2018 - 12.2019

Help Desk Technical Support Manager

ForSaleByOwner.com
08.2016 - 12.2017

Vocational - Information Technology

MyComputerCareer.com / TechSkills

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Sinatra Wallace