It Tech Support Analyst Ii Working As Isa Ii Resume Example

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(555) 432-1000,
, , 100 Montgomery St. 10th Floor
  • Technical issue analysis

  • IOS Systems

  • Data analysis

  • Technical Writing

  • Project Management

  • Verbal and written communication

  • Flexible & Adaptable

  • Detail-oriented

  • Self-motivated professional

  • Product development

  • Planning and Coordination

  • Data management

Professional Summary

Experienced Information Systems Analyst with 6 years in a centralized information technology organization with top-notch implementation and project management abilities. Highly organized, methodical and skilled at overseeing daily milestones across high-performance teams. Well-versed in Apple iOS and Windows Based Mobile Device Hardware planning and deployment.

Work History
Los Angeles County Department Of Health Services - IT Tech Support Analyst II (Working as ISA II)
City, STATE, 01/2019 - Current
  • Developed and facilitated DHS iOS imaging processes and guidelines from ground up, and trained all Senior IT Systems Analysts at DHS Hospital Locations of technical processes.
  • Collaborate as acting project lead for iOS deployments of IT Departments at DHS Hospitals; Main contact for development and deployment planning.
  • Collaborate with IT Staff across all DHS Hospitals to ensure all requirements of iOS projects are met throughout development lifetime cycle.
  • Assist in development and maintenance of multiple projects; iOS, Windows 10 SCCM, Absolute, NUMA, and Survey Monkey.
  • Develop and facilitate DHS Enterprise Apple Business Account.
    Coordinate project reporting with senior staff and management.
  • Document and present technical and functional requirements for new systems such as Apple Configurator, SCCM, and Absolute.
  • Complete change management for Mobile Device Windows 10 Images in SCCM.
  • Evaluate and test imaging functionality on all Windows 10 Mobile and iOS devices.
  • Research software that will increase productivity of departmental needs , and present findings to senior staff and management.
  • Developed and maintained implementation and conversion plans to update security and applications of all iOS and Windows 10 devices.
  • Assist in development of Windows 10 Mobile device images via SCCM .
  • Develop and implement training and test plans for Mobile Windows 10 and iOS device deployment projects.
  • Prepare technical systems documentations for iOS and SCCM Windows 10 images
  • Develop and maintain A/B Testing and Reporting for departments utilizing SCCM Windows 10 Imaging and Survey Monkey.
  • Monitor iOS and Windows 10 imaging systems compliance with current DHS IT policies, procedures, and standards.
  • Install all necessary software as requested based on departmental needs and business requirements
  • Collaborate and direct technical staff to perform proper testing of any SCCM downtime that effects imaging capabilities.
  • Perform deep analysis of any downtime of iOS and SCCM imaging systems, and report solution to technical staff and management.
  • Coordinate and manage pre and post device deployment processes directly with department management.
  • Planned and designed system improvements to meet changing demands.
  • Manage hardware requests, software licensing requests, and RFQs for specific department accessory needs.
  • Manage SCCM System Database for Windows Device Images
  • Lead and Trained team of 4 to Image and Deploy Android, iOS, and Windows Devices
  • Managed Purchasing of Applications and License Distribution
  • Undertook technical maintenance of various database systems, including SCCM and Absolute.
Los Angeles County Department Of Health Services - IT Technical Support Analyst II (Working as ISA I)
City, STATE, 06/2017 - 01/2019
  • Lead MDM iOS Deployment and Management for LACUSC Medical Center and Co-managing Olive View Medical Center
  • Created and Lead Operations of First DHS iOS Deployment Project County Wide
  • Planned and designed system improvements to meet changing demands.
  • Collaborated closely with upper management to drive strategy through development and implementation of new processes.
  • Create Windows OS Images for Clinical and Administrative Desktop Usage across LACUSC Campus
  • Designed and Created Images for iOS Devices within Apple Configurator
  • Analyze and Optimize hardware and software performance by Usage Trends
  • Develop and Install OS systems to utilize automation and through QA of current usage trends on user devices.
  • Manage DHS Enterprise Apple Business Account
  • Coordinate with all DHS Hospitals on creation of Apple Business Accounts, iOS image creation, and Deployment of Devices
  • Coordinate hardware equipment delivery based on Departmental Needs
  • Monitor hardware and software usage of departments to configure future updates to match department needs
  • Configure device operating systems to match departmental needs
  • Manage Imprivata, Synapse, HOSTED, ORCHID, and Affinity Systems User Databases
  • Performed root cause analysis to diagnose system faults.
  • Manages Deployment of all County Owned Android, iOS, and Windows devices
  • Manage SCCM System Database for Windows Device Images
  • Lead and Trained team of 4 to Image and Deploy Android and Windows Devices
  • Manages Purchasing of Applications and License Distribution
    First contact for iOS device, Laptop, and Tablet Operational needs
  • Resolved malfunctions with systems and programs through troubleshooting.
Los Angeles County Department Of Health Services - Information Technology Support Analyst I
City, STATE, 07/2015 - 06/2017
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Maintained and updated Cherwell customer service database.
  • Conducted in-depth product and issue resolution research to address customer concerns.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Submitted service tickets for equipment maintenance requests.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Configured hardware, devices and software to set up work stations for employees.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Manage HOSTED, ORCHID, and VDI Systems user database
  • Lead Walk in Services at Enterprise Help Desk
  • Created Step by step User Guides for Walk in Services and E-mail Distribution
  • Assist with DHS County E-mail Broadcasts
  • Assisted users with enrollment of Electronic Prescription of Controlled Substances
  • Manage Operations of Server Rooms, Interfaces, and DHS Hospital Network Functionality
  • Perform Quality Assurance on County Devices before Deployment
  • Manage Microsoft License Database for all DHS
  • Develop and Deploy Windows Images for County Owned Windows Devices
Washington State University Pullman, WA Expected in 12/2008 Bachelor of Arts : Digital Communications And Media - GPA :

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School Attended
  • Washington State University
Job Titles Held:
  • IT Tech Support Analyst II (Working as ISA II)
  • IT Technical Support Analyst II (Working as ISA I)
  • Information Technology Support Analyst I
  • Bachelor of Arts

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