pc lan analyst ii resume example with 8 years of experience

Jessica Claire
Experienced PC/LAN Analyst
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:

Knowledgeable PC/LAN Analyst bringing over 7 years of experience in LAN/WAN support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Desires a long-term position with room for career advancement.

  • Helpdesk Administration
  • Hardware Configuration, Deployment & Upgrades
  • Software Installation
  • Highly Adaptable
  • Effective Communication
  • Organization & Prioritization
  • Decision-making
  • Training & Development
  • Proficient Troubleshooting
  • Maintenance & Repair
  • MS Office
  • Active Directory
  • SCCM
  • iPhone Configuration & Troubleshooting
  • Customer support needs assessment
PC/LAN Analyst II, 07/2018 to Current
Spire EnergyBirmingham, AL,
  • Prioritize and field IT ticket requests, providing technical support, troubleshooting, and issue resolution to 500+ employees.
  • Ensure proper installation, maintenance, and upgrades of workstations, printers, and peripherals.
  • Maintain an accurate account of hardware inventory.
  • Proper escalation of unresolved queries to the next level of support.
  • Update software versions with patches and new installations to close security loopholes and protect users.
  • Image OS and software deployments throughout the system and address any implementation concerns.
  • Evaluate software testing, deployment, and updates to maintain compliance with organizational mandates.
  • Train team members and users in newly implemented and emerging technology to enhance business productivity.
  • Quickly and effectively adapt to changes in policy and procedures.
  • Work successfully with a diverse group of coworkers to deliver project requirements, develop solutions, meet deadlines, and address issues related to our products and services.
  • Demonstrate self-reliance by meeting and exceeding workflow needs.
  • Explain technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
  • Provide software support and general technical solutions for operational, database, and security requirements in applications.
Information Technology Support Specialist, 06/2016 to 07/2018
Jle IndustriesAlief, TX,
  • Delivered local and remote Tier 1 IT support for hardware and software to 33,000+ company personnel.
  • Received, prioritized, and responded to support tickets within the established timeframe to improve customer service.
  • Effectively communicate to assure proper diagnosis of issues and to assist in obtaining first-level resolution.
  • Track, route, and redirect issues to the correct resources.
  • Managed customer system updates, kept customers informed about issue resolution progress, and provided updated estimated times of resolution on an ongoing basis.
  • Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
  • Resolving backlog of support tickets following major system malfunction.
  • Utilized excellent customer service skills and exceed customers’ expectations.
  • Quickly and effectively adapt to changes in policy and procedures.
  • Mentored other technologists and support professionals to provide professional development and skill enhancement.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Desktop Support/Accessioning Supervisor/QA Tech, 07/2014 to 06/2016
AIM LaboratoriesCity, STATE,

Desktop Support Analyst

  • Ensure proper configuration, deployment, maintenance, and upgrades of workstations, software applications, printers, and peripherals.
  • Applied all internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
  • Participated in maintaining approved vendor lists for hardware repairs, advising internal and external personnel on providers of replacement parts.
  • Assisted in technical support process refinement to improve customer service and support.
  • Organized repair and replacement of PC components and systems.
  • Tracked hardware assets, ordering equipment to maintain accessible inventory.

Accessioning Supervisor

  • Interviewed applicants, recommended individuals for hiring, and evaluated staff performance.
  • Identified and corrected performance and personnel issues to reduce the impact on business operations.
  • Maintained operating schedules to provide effective coverage and achieve objectives.
  • Realigned workflows with changing business demands by evaluating processes and employee strengths.
  • Created training manual for employees to use as a reference guide.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Oversaw efficient receiving and inventory management to keep stock within optimal levels.
  • Planned and implemented layout enhancements to promote efficiency and maximize space utilization.

Quality Assurance Technician

  • Validate quality processes by establishing specifications and attributes; measuring production; documenting evidence; determining operational and performance qualifications; creating and maintaining quality assurance procedures.
  • Dashboard design to view, monitor, & gauge adequate and accurate error tracking based on compliance threshold.
  • Analysis of departmental data obtained by quality review.
  • Training curriculum development and implementation based on data and necessity obtained from quality review & employee feedback.
Diploma: , Expected in 06/1999
University City Senior High School - ,

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Resume Overview

School Attended

  • University City Senior High School

Job Titles Held:

  • PC/LAN Analyst II
  • Information Technology Support Specialist
  • Desktop Support/Accessioning Supervisor/QA Tech


  • Diploma

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