A technically proficient, highly analytical information technology professional with multi- industry experience, specializing in systems support, equipment management, user support and troubleshooting, data management, installations and upgrades, crisis resolution, staff training/ development, maintenance and repairs, and project management. Excels at working with staff and administrators to manage essential functions and ensure peak IT performance. A proven track record of implementing resources and platforms geared toward mitigating risks and providing greater operational effectiveness. A savvy and resourceful producer, who fosters key technical services for an enterprising organization.
Skills
Small Group Support and Assistance
Collaborative and Team-Oriented
Documentation of IT solutions
Performance Optimization
IT Performance Report Creation
System Architecture
Data analysis
Technical Writing
Technical Analysis
Training and Development
Analytical and Critical Thinking
Flexible and Adaptable
Active Listening
Written Communication
Organization and Time Management
Work History
12/2021 to Current
IT Technical Support SpecialistHighpoint Global – Baltimore, MD,
Network support
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Run and wire network cables to switch boards, routers, and devices.
Setting up workstations around factory for users and work stations on production lines
Support and maintain security cameras throughout plant
Maintain printers and stations run by pi's throughout plant and repair hardware damage
03/2021 to 12/2021
Help Desk Analyst 1Our Lady Of The Lake Regional Medical Center – Lafayette, LA,
Assists partners experiencing technical problems with hardware and software systems by answering service requests through various forms of communication
Gathers information from partners about issues and guides them through procedures to determine source of error and works to find resolution
Responsible for researching routine user problems and working to find resolution
Works with upper management to confirm resolution before communicating back to partners
Logs and tracks calls using problem management database
Communicates with hardware vendors to request services related to defective products.
Documented transactions and support interactions in system for future reference and addition to knowledge base.
Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
Retained existing clients and developed new accounts by extending high quality and efficient support service
10/2016 to 02/2021
System Support AnalystAmes True Temper – Grantsville, MD,
I/IT Software Services ABS and CIS Departments, Provided software system support to end users
Installed new and fix releases of applications on systems
Analyzed, diagnosed, documented, and facilitated resolution of application errors or problems reported by end users
Performed tasks in accordance with IT project plans
Reported current activities, issues, and statuses to IT management
Documented procedures, processes, and problems, using approved methods
Participated in support skills improvement activities, including cross-training and attending training classes/seminars
Engaged IT department resources, departmental IT coordinators, and software vendor support as needed to diagnose problems and develop/implement solutions
Worked with IT security to identify, implement, and maintain security measures to protect data, software, and hardware
Set up and deactivated users in various programs and AD
Upgraded Send Suite for mailing system in hospital
Contributed to Care Guidelines 1.0 upgrade and Coding Results Mapping 2.0
Oversaw Press Ganey reports, gathering data about appointments from clinics and sending for weekly review
Managed USA patch for call center
Led efforts in shrinking database
Was involved with team and management on various projects and upgrades involving scheduling, call meetings and assigned duties for implementation.
Performed system analysis, documentation, testing, implementation and user support for platform transitions.
Planned and conceived computer systems using information engineering, data modeling and structured analysis.
09/2015 to 05/2016
Intern/Front DeskSCOTTRADE – City, STATE,
Performed various data entry for client accounts, including updating contact directories and creating and proofreading clients’ rosters and banking information
Coordinated with different levels of administration to ensure office effectiveness
Conferred with clients by telephone or in person to provide excellent customer service
Collected, organized, and analyzed detailed reports of communications and file records
Worked closely with direct supervisor to help achieve all office and customer needs in timely manner.
Answered incoming telephone calls, took down messages and provided information
Education
Expected in 05/2016
B.S: Computer Information Systems UNIVERSITY oF TEXAS AT TYLER - Tyler, TX, GPA:
Expected in 12/2011
Associate of Arts: Design And Visual Communications ITT Technical Institute - Austin, TX, GPA:
Expected in 05/2009
Associate of General Arts: General Arts TYLER JUNIOR COLLEGE - Tyler, TX, GPA:
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