Technical Support Information Technology

James McDonnell

* *. *******, ******, ** *****

720-***-**** ***************@*****.***

Systems Analyst

Detail-oriented and resourceful Information Technology professional with over 10 years of experience in support, programming and performance improvement. Thrives in environments that require high degree of problem-solving and analysis of systems and software. Able to communicate with end users to offer solutions and plan for future improvements. Seeking positions that allow an opportunity for deductive reasoning, discovering the root cause of problems and determining best course of action.

Key Skills

15+ years of experience in IT

Application design &development

Testing and integration

Work with multiple departments

Project management

Technical support

Software development

Root cause analysis

Analytical problem-solver

Excellent communication skills

Supportive team player

Customer service orientation

Technical Expertise

.NET, asp.net, Visual Basic, MS Visual Studio, HTML, XML, Dream Weaver, Java Script, CSS

MS SQL, Oracle SQL, COBOL, SharePoint

Microsoft Office (Word, Excel, Access)

Experience

Transporter June 2013 – Present

University of Colorado Hospital (UCH) – Denver, CO

ｷTransports patients between different departments and diagnostic centers at the hospital, including preparation of equipment, life support systems, IVs while ensuring patient safety and comfort

Programmer Analyst Oct 1997 – July 2012

The Governor’s Office of Information Technology – Denver, CO

ｷDeveloped and maintained computer applications for Colorado Bureau of Investigations, serving all Colorado Law Enforcement agencies

ｷTested, implemented and supported IT solutions for operational needs

ｷConducted troubleshooting to discover errors within various software programs

ｷWorked closely with Project Managers on deployment of new software programs throughout the state

ｷProvided technical support to end users and conducted needs analysis for future updates

ｷPerformed maintenance on data library and definitions to ensure consistency in software applications

ｷPrepared front end reformatting for system integration of new applications and data

ｷCreated reports and documentation for changes; conducted root cause analysis for incidences

ｷCollaborated with managers and staff to identify and understand expressed and latent needs for future software implementations

ｷRecommend changes to senior managers both on personal team and in other departments

ｷGenerated ASPX webpages and content for intra-department SharePoint resources

ｷCreated various applications in C# and .NET

Additional Experience

IT Technician (Technical Support) May 1997 – Oct 1997

Front Range Community College – Westminster, CO

ｷPreformed maintenance and repairs on PC, NetWare and networks at main campus and two additional campuses in Boulder and Longmont

ｷWorked closely with users to resolve technical issues as they occurred

ｷProvided maintenance on servers, routers and patch panels

ｷConsulted with users, instructors, administrators and managers to conduct needs analysis for future software and hardware

ｷMaintained equipment in students’ learning labs; supervised student lab assistants

Technical Support Jan 1996 – Jan 1997

Computer Data Systems, Inc. – Fort Collins, CO

ｷProvided direct support to 150 users for the US Department of Agriculture

ｷMaintained, repaired and replaced equipment, including PCs, network, servers and routers

ｷWorked one-on-one with employees to answer technical questions and resolve IT issues

ｷUpdated software and provided troubleshooting on new and existing systems

Education

Bachelor of Science – Metropolitan State College – Denver, CO

Major: Computer / Management Science

Associates of Science - Community College of Denver – Denver, CO

Major: Business Management

Certifications:

Microsoft Technology Associate 2015

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