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IT Support Analyst II

Fontana, CA, 92335
March 14, 2018

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909-***-****, Fontana, CA *****

Systems Analyst / IT Specialists

A self-motivated, enthusiastic and very capable Systems Analyst who is always interested in learning and can easily adapt to challenging technology environments. A strong team player with a broad background of technical experience and a desire to make sure users always have a positive and effective interface with tech support.


Operations Analyst, Stanley Black & Decker Sept 2016 – Present

Assists with upgrades and rollouts of MS Office Software, Operating System Deployment & Patches using System Center Configuration Manager (SCCM). Assists with installation and tuning of hardware and software products.

Analyzes moderately complex technical and/or Level 2 system problems; designs and implements effective solutions.

Contributes to the development of project plans.

Participates in the creation and implementation of new standards and procedures.

Participates in the evaluation of business requirements; participates in modeling data and/or system requirements.

Use Active Directory (Citrix Receiver) on a daily basis to maintain user and workstation accounts.

May modify/maintain complex desktop client products & databases using standard life cycle development practices coding/packaging, testing, debugging, certification, and implementation.

Consults on moderately complex technical issues.

Contributes to the development of project plans; assigns and monitors tasks. Analyzes feasibility, cost ramifications, economies, or other aspects of planned or potential programs.

Works with other departments to coordinate interdepartmental activities in order to ensure that Liberty meets customer expectations. Assists in problem resolution as needed to ensure that internal and external customers receive prompt, efficient service in accordance with company policies.

Assist in communications with customers both internal and external, e.g. vendors, business partners and Information Technology.

Performs related duties as assigned or requested within Service Now.

Deskside Support Technician II, Denovo/Crocs, Ontario, CA Jan 2016 – Aug 2016

Team lead for junior team members as well as Level 1 Technicians

Assigns support requests and other tasks to Level I Deskside Support Technicians to ensure load-balancing of work.

Point of escalation for cases that cannot be resolved by the Level I Deskside Technician.

Provide direct support to client’s executive management personnel.

Manage user and workstation accounts within Active Directory.

Provide break/fix services for home office laptops and desktops.

Provide setup and support services for client’s executive management conferences.

Use System Center Configuration Manager (SCCM) 2012 for Software Distribution, Operating System Deployment & Patches to various PC’s throughout the environment.

Provide comprehensive technical support services to the client's internal customers and service providers.

Assess reported issues and as necessary work directly with the client's service providers for escalation and timely issue resolution.

Communication with several IT Infrastructure support groups to appropriately escalate issues and follow up on issues to drive resolution for the customer.

Self-monitoring of Help Desk tickets to insure proper escalation and resolution of incidents consistent with the agreed SLA’s Communication with several IT Infrastructure support groups to appropriately escalate incidents and follow up on incidents to drive resolution for the customer using Service Now.

Organize and utilize all support resources provided including emails, documentation, contact lists, OneNote.

Perform customer support related tasks and special projects as assigned by management.

Liaise as necessary interdepartmentally to seek resolutions to all issues reported.

Contribute current technical information and best practices concerning proprietary applications using the various knowledge distribution channels.

IT Support Analysts II, Kohls, San Bernardino, CA 2014 - 2016

Determines complexity of trouble calls, will resolve issues at first level and second level or will escalate to appropriate group when necessary.and identifies options for resolution.

Installs Microsoft Office Software, Deploys PC Images/Reimages & Patches using System Center Configuration Manager (SCCM) 2012.

Responsible for the timely completion and accuracy of ITSM processes and procedures.

Interfaces with peers, technical & business staff, vendors, customers, and all levels of management.

Creates and maintains procedural documentation and training materials.

Project implementation of tasks including the coordinating of tests and observing the initiation of the system(s) to validate performance.

Installs, configures, and troubleshoots supported operating environments in a timely, accurate manner. Work with application development team to ensure properly configured operating environments.

Performs troubleshooting and break/fix tasks of limited scope and complexity.

Supports the continued understanding and knowledge content of the Kohl’s operating environments, policies, and procedures.

Conduct trending analysis to identify root cause and analyzes performance to identify operating deficiencies.

Use Service Now as ticketing system and to keep track of projects.

IT Support Technician, Amazon, San Bernardino, CA 2012 - 2014

Solve problems at their root, and then step back to understand the broader context.

Responsible for maintaining SLA’s through the implementation of proactive issue detection & reporting.

Participate in larger projects managed by others and coordinate and execute smaller ones on my own.

Work within the team’s process. Confront problems, propose solutions, take ownership through to resolution or ensure a clear hand-off.

Perform root cause analysis for more complex operational issues that occur, providing documentation/process change to avoid repeat of initial problem.

Provide Break/Fix on PC’s (Desktop & Laptops), Printers & IT related equipment.

Responsible for following well defined guidelines to resolve procedural or narrowly scoped technical issues.

Systems Analysts II, BALL CORPORATION, Chino, CA 2005 – 2012

Responsible for providing daily computer support, performing tasks, and providing services that support and promote the use of information technology and for the installation and configuration of all data processing devices.

Meet with Vendors on an as needed basis to evaluate their products via demonstration(s)

Ensured data integrity (on 250 Work-Stations that include Desktops, Laptops & Thin Clients) by maintaining and monitoring the daily flow of information within the information systems to ensure daily functions were performed.

Researched problems associated with the information systems and developed and implemented solutions to maintain the integrity of the data. Performed network troubleshooting and configuration of IT devices.

Provided daily LAN administration support as well as Wireless network support for various wireless equipment.

Participated in the development of procedures as they relate to information systems.

Work within Active Directory on a daily basis.

Analyze current applications for desired/requested functionality.

Provided training on computing environment for all new hires and new promotions to ensure the knowledge base was continued. Have trained 450 end-users throughout 3 Manufacturing Plants.

Functioned as the focal point for any changes made on all data processing equipment.

Performed job duties while using the implementation of ITIL & ITSM standards


Bachelor of Applied Science (BAS), Electronic Engineering Technology


Additional Certifications:

CompTia A+


Microsoft Certified Professional (MCP)

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