Tennille D’Andelet
Burlison,TN
Summary
Results-driven, customer-focused, articulate and analytical IT professional with a strong focus in complex problem-solving, troubleshooting and root-cause analysis. Strong written and verbal communications. Interested in a challenging career as in IT Support.
Overview
11
11
years of professional experience
Work History
Technical Analyst and Automation
FedEx World HQ (HCLTech)
Memphis, TN
02.2024 - Current
- Provided high-level support to customers, field engineers, and business partners for escalated issues, ensuring prompt and effective resolution resulting in excellent customer satisfaction.
- Maintained seamless coordination between the Next Level Technical Escalation team, engineering groups, and in-country technical support staff
- Received and triaged direct client contacts via various communication tools such as phone, video chat, web portal, and email.
- Effectively communicate with clients and gather information regarding their issues using available technology.
- Utilized diverse resources including tools and knowledge bases to effectively resolve client-reported problems
- Directed calls to field engineering support for required field support visits
- Employed necessary resources to escalate and resolve issues
- Provided part prediction and working/troubleshooting directions for the field engineering team
- Created, modified, and closed incidents in SNOW.
Information Technology Consultant
Yusen Logistics Americas (Vaco)
Memphis, TN
07.2022 - 12.2023
- MManaged user issue tracking system and ensured accurate data management in compliance with policies and standards.
- Addressed and resolved assigned trouble tickets in a timely manner using the Yusen Logistics Americas request management system
- Ensured timely and accurate resolution of users’ intricate technology problems by offering creative solutions that capitalized on extensive knowledge of business requirements, system functionalities, and application functions.
- Executed various administrative duties such as creating accounts and forming groups.
- Coordinated hardware maintenance and repairs
- Maintained adherence to standards and service level agreements, ensuring compliance.
System Engineer
Elvis Presley Enterprises, Inc. (ProTech IT Services)
Memphis, TN
04.2022 - 07.2022
- Provided phone and service ticket support for end users with operating system, application, and hardware issues
- Researched and resolved management-reported issues
- Recorded and tracked activities through a centralized ticketing system.
- Documented updated best practices and knowledgebase information for various applications.
- Exceeded service level agreements by promptly responding to all requests.
Desktop Support Administrator
Olympus Surgical Technologies (Wipro)
Memphis, TN
11.2020 - 04.2022
- Managed IT equipment allocation, maintenance, and troubleshooting in Olympus manufacturing facilities.
- Provided technical assistance to about 400 end users in 3 buildings and remote clients
- Managed team of 2 imaging technicians in the transition from Windows 7 to Windows 10 operating system, resulting in the successful completion of approximately 150 migrations.
- Provided first level support for technical and process issues
- Ensured efficient communication and prompt problem-solving as a crisis manager.
- Scheduled changes in collaboration with various parties.
- Took corrective actions in response to customer satisfaction surveys
PC Technician/ Windows 10 Migration Technician
Dell/ Shelby County Government (State of TN)
Memphis, TN
09.2020 - 10.2020
- Efficiently transferred end user data and client systems during the transition from Windows 7 to Windows 10.
- Efficiently tackled technical challenges related to workstation integration and network troubleshooting across various hardware, software, and operating systems.
- Maintained accurate documentation of performed work.
Sr. Desktop Analyst
FedEx (TekSystems)
Memphis, TN
02.2020 - 04.2020
- Developed skills in an enterprise atmosphere.
- Installed printers, software, and hardware
- Provided desk side and remote assistance as the first point of contact
- Utilized MS Development Toolkit to reimage and image desktop/laptop systems
- Delivered efficient IT hardware and software solutions for Revenue Services
- Played a crucial role in enabling remote work for the team during the COVID-19 pandemic.
- Ensured seamless operations and support for FedEx customers.
Desktop Support Technician/ End User support Analyst
Regional One Health (TekSystems)
Memphis, TN
10.2019 - 02.2020
- Configured and installed Windows workstations operating systems to meet the demands of a complex network design
- Installed hardware and peripheral components for medical and administrative personnel, providing assistance as needed.
- Responded to client inquiries regarding system operation and diagnosed issues with system hardware, software, and operators.
- Provided instruction on equipment and software usage to users
- Communicated updates on project status and completion to manager, problem request tracking system, and users through various communication mediums including voice mail, e-mail, and in-person
IT Support Specialist
Sedgwick, Inc. (Metasense)
Memphis, TN
04.2019 - 10.2019
- Liaised between callers and the correct departments
- Provided status and follow-up information to customers
- Timely documented and accurately tracked customer issues in call tracking system
- Assisted in real-time support issue resolution to minimize downtime and boost efficiency.
- Stayed updated on policies, products, and industry trends to deliver technically accurate solutions to customers.
- Identified, researched, resolved and responded to high volume of customer inquiries.
IT Support Specialist
Pfizer Inc. (Insight Global)
Memphis, TN
03.2019 - 04.2019
- Applied authorized software to computers and standardized computer images for consistent configurations
- Collaborated with vendors to resolve warranty hardware issues via phone and in-person interactions
- Diagnosed hardware and software issues using diverse diagnostic methods to identify effective solutions.
- Demonstrated involvement in computer deployment and relocation, including associated peripherals.
- Connected individual and networked devices to computers, conducting initial connectivity test for proper connection
- Managed and maintained inventory for laptops, desktops, and accessories
Desktop Support Technician
AutoZone (Intellent of TN: Synchron Tech LLC)
Memphis, TN
08.2016 - 02.2019
- Tracked and documented issue resolution while providing support.
- Coordinated transfer and setup of PC hardware, software, and conference equipment.
- Participated in various special projects on an as-needed basis
- Developed content for Knowledge Base website
- Ensured availability of necessary supplies for urgent fixes
- Managed software inventory and distributed updates and patch deployments.
- Conducted essential Active Directory administrative duties.
- Ensured the maintenance of backup and recovery tapes onsite
- Configured and maintained computer systems and peripherals for both employees and customers
- Diagnosed and resolved hardware, software, network, and system issues.
Desktop Support Technician
FedEX/Genco (Adecco Technical and Engineering)
Memphis, TN
11.2012 - 08.2016
- Monitored and assisted in resolving issues, inquiries, and document discrepancies
- Managed the setup, maintenance, and repair of pc hardware and software along with conference equipment
- Implemented and communicated change as a change agent
- Stayed updated on system information and changes
- Contributed to special projects on an as-needed basis
- Created Knowledge Base website documents
- Managed inventory of equipment and parts for emergency repairs.
- Performed administrative tasks within Active Directory
- Managed backup and recovery tapes, both onsite and through Iron Mountain.
- Provided prompt setup and repair services for computers and related equipment
- Diagnosed and resolved hardware, software, network, and system issues.
Education
Graduated in 2011 - Covington, TN
Tennessee Technology Center Covington/ Tennessee College of Applied Technology
Class of 97 - Memphis, TN
Messick High School
Skills
- Technical Analysis
- Diagnostics and troubleshooting
- Effective Communication
- Hardware and software installation
- Technical Support
- Existing procedures assessments
- Remote Technical Support
- AD Manager Plus
- Active Directory
- Cisco Call Manager
- WebEx
- Inventory
- BReak/Fix
- Service Desk
Additional Data
Microsoft Office - Project and Visio, Windows XP/ Vista / 7 / 8.1 / 10, Windows Server 2003 R2 / 2008 R2 / 2012 R2, Active Directory, SCCM,SNOW, Cisco AnyConnect, Software Installation, Software Troubleshooting, Remote Desktop, TrackIt, AD Manger Plus, Cisco Call Manager, WebEx, Licensing, Service Desk, Refresh Projects, MCP, CompTIA Security +, CompTIA Network +, CompTIA A+ Certification
References
References available upon request.
Timeline
Technical Analyst and Automation
FedEx World HQ (HCLTech)
02.2024 - Current
Information Technology Consultant
Yusen Logistics Americas (Vaco)
07.2022 - 12.2023
System Engineer
Elvis Presley Enterprises, Inc. (ProTech IT Services)
04.2022 - 07.2022
Desktop Support Administrator
Olympus Surgical Technologies (Wipro)
11.2020 - 04.2022
PC Technician/ Windows 10 Migration Technician
Dell/ Shelby County Government (State of TN)
09.2020 - 10.2020
Sr. Desktop Analyst
FedEx (TekSystems)
02.2020 - 04.2020
Desktop Support Technician/ End User support Analyst
Regional One Health (TekSystems)
10.2019 - 02.2020
IT Support Specialist
Sedgwick, Inc. (Metasense)
04.2019 - 10.2019
IT Support Specialist
Pfizer Inc. (Insight Global)
03.2019 - 04.2019
Desktop Support Technician
AutoZone (Intellent of TN: Synchron Tech LLC)
08.2016 - 02.2019
Desktop Support Technician
FedEX/Genco (Adecco Technical and Engineering)
11.2012 - 08.2016
Graduated in 2011 - Covington, TN
Tennessee Technology Center Covington/ Tennessee College of Applied Technology
Class of 97 - Memphis, TN
Messick High School
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