IT Technical Support Analyst

QUALIFICATIONS PROFILE

Multifaceted, goal-driven, and results-oriented professional, offering comprehensive experience in business and technical analysis, project scope and scheduling, and staff supervision. Adept at developing and driving various innovative programs; implementing process improvement strategies; analyzing and resolving issues; and improving overall staff performance. Effective at building relationships and collaborating with all levels of the organization.

CORE COMPETENCIES

Virtualization

Remote Support

Troubleshooting and Escalation Management

Leadership and Organization

System and Process Management

Data Management (Backups/Recovery)

Server Management & Administration

Planning, Scheduling and Budgeting

TECHNICAL ACUMEN

Active Directory Citrix and RDS Environments Vivantio and Manage Engine Service Desk Portal

AD Auditing Malwarebytes Sophos Antivirus Backups Setup and Management

Microsoft Office Suite Window 10 SolarWinds

RELEVANT EXPERIENCE

Oxygen Ltd. – Bermuda

Technical Support Engineer 2018–Present

Incident response, root cause analysis, and solutions delivery to drive customer satisfaction.

Active Directory account, system and policy management;

Physical and virtual server and desktop maintenance, support and troubleshooting;

Troubleshooting of software, hardware, and network issues;

Facilitated hands-on training to staff on system software, virus prevention, and cyber awareness.

During my time at Oxygen, my technical proficiency enabled my secondment to Bermuda Civil Aviation Authority where I performed the tasks listed below:

Managed projects to migrate their Ticketing system and Network/Application monitoring system onto new platforms; moved, rewired, and rebuilt the computer room to a new patch panel and racked servers

Managed infrastructure, including switches, routers, and servers;

Liaised with external vendors for computer hardware and application ordering;

Coordinated with contractors for technical support requirements;

Filled in when the Technology manager was absent.

Security Associates –Bermuda

Supervisor 2017–2018

Started as a security guard and was promoted into a supervisory position where I had responsibility for a team of four security guards; oversight of scheduling; customer liaison; management reporting, incident reporting and performance evaluations.

Sparta PC Solutions – Lakewood, WA

Self-Starting Entrepreneur 2016–2018

Carried out various clerical duties and financial functions of the business, while efficiently dealing with all legal issues.

Served as local data recovery specialist, media & marketing resource, website creator, and IT solutions designer

Implemented LAN & NAS solutions, created and maintained desktop images, managed Active Directory & server platforms

Clover Park Technical College – Lakewood, WA

System Administrator, Paid Internship 2014–2016

Responsible for delivering system uptime, planning & system configuration for optimal performance;

Managed security requirements to identify and remediate vulnerabilities;

Managed requirements for all campus computers; responsible for the imaging, support & repairs

United States Army – Lakewood, WA

Ammo Team Chief, Active Duty 2010–2013

Carried out Specialist duties responsible for overseeing a team of three; inventory management, coordinating & liaising with Lieutenants for equipment required.

OTHER WORK EXPERIENCE

Zones, Inc. – Auburn, WA

Inside Account Executive 2016–2017

Army National Guard – Seattle, WA

Non-Commissioned Officer Crew chief 2013–2016

EDUCATION

Associate’s Degree in Applied Technology in Computer Networking and Information Systems Security: 2016

Clover Park Technical College – Lakewood, WA

Phi Theta Kappa ~ Honor Society, public relations Officer

PROFESSIONAL DEVELOPMENT

Courses/Training

Leadership Training Advanced Medical Training Server Migrations/ Maintenance Inventory Management

Cisco Network Maintenance and Troubleshooting Firewall, Desktop Administration and Troubleshooting

Virtualization Office 365 Account Provisioning/Account Management Windows Server 2008-2016

Certification

Microsoft Certified Professional (MCP) Certification Test Out A+/ Network + Certified

AWARDS AND HONORS

Army Commendation Medal Army Service Ribbon NATO Kosovo Medal Afghanistan Campaign Ribbon/Medal

Global War on Terrorism Ribbon/Medal National Defense Service Ribbon/Medal Army Overseas Ribbon

Army Achievements Ribbon (2) Armed Forces Ribbon

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