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IT Systems and Support Analyst Resume Example

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IT SYSTEMS AND SUPPORT ANALYST
www.linkedin.com/in/michaelgdoak/
Professional Summary

Enthusiastic I.T. Professional, eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of IT Operations and IT Service Management, and training in Business Management. Motivated to learn, grow and excel in Cybersecurity and IT Service Management.

Work History
Company Name- IT Systems and Support Analyst
City, State02/2020 - Current
  • Spearheaded Zoom / AV support, and increased application security by implementing app controls.
  • Managed ticket queue and improved overall user experience through support, training, troubleshooting, improvements, and communicationof system changes.
  • Renovated department documentation such as license databases, infrastructure maps, and FAQs to maintain consistent response levels.
  • Streamlined onboarding process and configured systems to improve onboarding workflow.
  • Ran department-wide training for applications such as Zoom, Slack, and G-mail.
  • Vendor Management - Reduced number of hardware request tickets by streamlining hardware request processes.
Company Name- Computer Network Technician
City, State11/2014 - 02/2020
  • Managed the onboarding process and provided beneficial advice and support to new employees, answered questions, and resolved any problematic issues.
  • Assembled security footage in response to security threats.
  • Provided onsite support at Armijo High School and Sem Yeto High School.
  • Spearheaded events teaching students and staff on how to use Virtual Reality.
  • Recorded and broadcasted board meetings after hours and edited through iMovie.
Company Name- General Manager
City, State10/2011 - 01/2014
  • Implemented a solution that tracked all profits and inventory, which later became implemented throughout other ice rinks affiliated with Rink Management.
  • Managed 20+ employees, including employee schedules and payroll processing.
  • Helped maintain the facility in a state of operational excellence, including ice surface Zamboni maintenance as well as daily custodial, grounds, and maintenance work.
  • Provided exceptional customer service resulting in increased revenue of $70K over the prior top season.
  • Managed annual ice rink opening, communicated safety policies, and deadline requirements with contractors - attention to detail was critical to the safety of guests.
  • Analyzed and filed all injury incident reports, including clear cause and effect assessment.
  • Provided management with suggestions to eliminate public safety concerns.
Company Name- Repair Technician
City, State03/2009 - Current
  • Provided clients with computer repair or cell phone repair.
  • Established consistent and reliable resources for whole repair parts after utilizing negotiation tactics; limiting cost by 35% for end-user.
  • Performed high-quality repairs and refurbishment of electronic devices: phones/tablets/laptops/desktops.
  • Communicated effectively with customers to understand their needs and convey information.
  • Successfully diagnosed and repaired hundreds of repair requests.
Certifications
  • Level 1 WISE Certification (Hardware Repair
  • Jamf 100
  • Certified Associate Information Technology Cybersecurity Certificate of Achievement (In Progress)
  • RHCSA Certification (In Progress)
  • Security+ (In Progress)
  • ITIL V4 (In Progress)
Skills

Technical Skills

  • Operating systems: Windows 7/10, Chrome OS, Mac OSX, iOS, Android, Linux (Redhat)
  • Software: Installation, debugging, Office 365, Google Suite, Computer Management Systems, Adaxes, Active Directory, a/v, Zoom, Adobe Suite, Acronis, Slack, Global Protect, MalwareBytes, DUO
  • Hardware: Assembly, maintenance, peripherals, printers, drivers, VOIP Phones, AV Systems
  • Network: TCP/IP Diagnostics, VPN Troubleshooting, Switches/ Patch Panels, Modems, Routers, configuration, security
  • Security: Virus protection, maintenance, monitoring, backup management, disaster recovery, information security, SOX & HIPAA compliance

General Skills

  • Personable leader with excellent communication skills
  • Root Cause Analysis
  • Network support
  • Mobile device management
  • Business operations
  • Operational improvement
  • Process improvement
  • Team management

Coursework

  • A+ & Security Principles
  • CCNA CyberOPS
  • CCNA Security
  • CISCO CCENT
  • Linux Systems Admin - Redhat
  • Business Communications
  • Business Finance
  • Business Property and Liability Insurance
  • Computer Information System Management
  • Contemporary Investments
  • Corporate Entrepreneurship
  • Cost Accounting
  • Data Analysis for Managers
  • Economic Analysis Management
Education
California State University SacramentoBachelor of Science: General Management, Entrepreneurship, and Risk Management Insurance
Cosumnes River CollegeCity, StateExpected in 12/2020Certificate of Completion : Collaborative CyberSecurity Program
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Resume Overview

School Attended

  • California State University Sacramento
  • Cosumnes River College

Job Titles Held:

  • IT Systems and Support Analyst
  • Computer Network Technician
  • General Manager
  • Repair Technician

Degrees

  • Bachelor of Science : General Management, Entrepreneurship, and Risk Management Insurance
    Certificate of Completion : Collaborative CyberSecurity Program

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