Hi, I’m
Tamond Wilson
Auburn,GA
Summary
As a driven and enthusiastic Systems Analyst, I bring a wealth of personal and professional expertise in technical maintenance, software testing, and project management. Leveraging my deep understanding of both software and hardware, I deliver high-quality technical support to end-users, adeptly resolving complex issues. My versatility shines through as I seamlessly collaborate with peers or work independently, ensuring tasks are completed to the highest standards. With a proven track record and a passion for excellence, I am ready to make a significant impact in any environment.
Overview
6
years of professional experience
1
Certification
Work History
Northside Hospital
Microsystems Analyst
01.2023 - Current
Job overview
- Creates and implements test plans, and procedures for new system installations and upgrades.
- Provides on-site and remote technical support for hardware and software applications to end-users throughout the hospital system.
- Participates in regular meetings with management and cross-functional teams to identify and assess issues, and implement improvements.
- Produces daily, weekly, and monthly reports for department related functions, routinely tests systems, and provide documentation for knowledge base and management education requests.
- Utilizes company supported protocols for building, maintaining, and deploying hardware and software within the organizational infrastructure.
- Provides explanations and educational support to end-users following computer hardware and software support, including procurement and lifecycle.
- Performs quality assurance to assess data, validate results, and improve systems.
- Adheres to all Microsystems-related policies and procedures and ensures compliance by end-users.
- Uses excellent judgement and critical thinking skills to provide effective resolutions to escalated problems.
Northside Hospital
Operations Analyst
07.2021 - 01.2023
Job overview
- Provided top-notch remote and on-site technical support for both hardware devices, and software applications to internal users across all Northside campuses, and practices.
- Utilized ServiceNow to resolve, and thoroughly document IS help desk tickets.
- Assisted the Microsystems team by providing on-site assistance for internal users at the Duluth and Gwinnett locations during non-business hours.
- Managed user accounts within Active Directory to assist with password resets, account unlocking, user group updates, and P: Drive folder accessibility.
- Provided technical assistance for Ascom phones including; repair to physical damage, battery replacement, and extension activation.
- Assisted users with installing and troubleshooting VMware Boxer for iPhone and Android devices.
- Maintained and repaired hand scanners, and desk and MFP printers including printer jams, toner/waste container replacement, scanner battery replacement, reconfiguration, and basic network configuration.
- Provided internal users with support for applications such as Global Protect, VMware, Citrix, Duo, Cerner, PACS, and Microsoft Office Suite including Office 365
- Escalated high priority tickets to outside IS teams for resolution during non-business hours.
Standard Office Systems
NOC Helpdesk Engineer
02.2020 - 07.2021
Job overview
- Identified, diagnosed, and resolved routine and complex hardware, software, and network issues for over 40 different clients daily.
- Performed root cause analysis, and troubleshooting for a variety of different Windows and Mac devices.
- Updated software versions with patches, and new installations to close security loopholes, and protect users.
- Utilized Autotask to Create support tickets for all client interactions ensuring 100% accuracy.
- Provided Managed IT services support (MITS) support, including password resets via Active Directory.
- Assisted customers with hardware related problems for commercial printers, and personal devices.
- Build, and maintained excellent relationships with on-site users by quickly handling diverse problems via remote access.
Piksel
Help Desk Analyst
05.2018 - 01.2020
Job overview
- Delivered technical support to over 50 clients and their respective customers as needed.
- Created support tickets for various customer interactions while ensuring updates were issued until the problem was resolved.
- Managed completion of all client pre and post checks with 100% accuracy.
- Guided customers through successfully installing software and hardware onto their devices while providing outstanding customer service.
- Configured new employee workstations, including all hardware, software, and peripheral devices.
Education
Garden City High SchoolGarden City, MI
High School Diploma
09.2004
Skills
- Cross-functional Team Collaboration and Leadership
- Excellent Written and Verbal Communication
- Project Management and Requirements Analysis
- Technical Diagnostics and Troubleshooting
- Windows and Mac proficient
- End User Training and Support
- Global Protect, Servicenow Ticketing Systems, Cerner
- Relationship Building and Management
- Networking Knowledge (TCP/IP, OSI Layers)
- Complex Issue Identification and Resolution
- Detailed Documentation and Reporting
- Active Directory Experience
Certification
Autotask
- LambdaTest Software Testing Professional Certificate - 2024
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Microsystems Analyst
Northside Hospital
01.2023 - Current
Operations Analyst
Northside Hospital
07.2021 - 01.2023
NOC Helpdesk Engineer
Standard Office Systems
02.2020 - 07.2021
Help Desk Analyst
Piksel
05.2018 - 01.2020
Garden City High School
High School Diploma