KAREN WEST

***** * ****** ** *****: 630-***-****

Surprise, AZ 85379 Email: ac8hse@r.postjobfree.com

Senior Technical Support Analyst

/ Technical Project Manager

More than 17 years of experience in delivering excellence in all aspects of the IT support process, from understanding the needs of the customer to the development and management of technical projects through all phases of the life cycle. Provide enterprise software solutions to business and technical problems through design, analysis, programming, integration, debugging, testing and implementation based on business requirements.

Areas of Expertise

Technology Project Management

Contract Negotiations

Integrated Testing / Debugging

User Training

Remote / Desktop Support

Analysis & Design

Troubleshooting / Diagnosis

Strategic Planning

Network Installations

Software Solutions

System Documentation

Provides leadership

Key Skills Assessment

Technical Analyst Systems Administrator – Provide administrative and technical support for the efficient operation of network operating systems and specialty software, computer equipment, application servers, network servers, personal computers, and associated peripherals.

Project management- Supervise the daily responsibilities for the assigned project team including regular meetings, directing efforts, conflict resolution, clearing roadblocks, and providing leadership to keep teams motivated and maintain project momentum.

Contract Negotiations/Contract Management-Negotiate contracts with multiple providers for various projects. Maintain and update contracts that have been negotiated.

Professional Experience

CALPORTLAND, Phoenix, Az 2014-Present

Senior Technical Support Analyst

Assist in the installation, testing, documentation, deployment and rollouts of new hardware and software applications.

Negotiate and maintained internet contracts for all my sites in my region. Which included getting the best price, best speed and reliability.

Provide documents and communicates project milestones, open issues, decisions and risks.

Performs computer upgrades using SCCM, software installation and configuration on company workstations Performs desktop adds, moves and changes.

Provides end user technology training and guidance on how to use tools in most efficient manner possible.

Work with Cisco, Linksys, Meraki hubs, switches and routers, supporting maintaining and installing them using SQL

Maintain the functionality of iPhone’s, Android’s and Tab2’s, Tab-e’s installing, configuring, and maintaining them using the Bomgar software.

Use active directory to reset passwords and giving or taking way user rights.

Document, prioritize using the SLA format tickets in into the KACE system.

UNITED STATES POSTAL SERVICE, Eagan, MN 2007 – 2014

IT Support Specialist (IT/ASC-15)

Provide technical support remotely using remote desktop and configuration manager console or at the desk side for all technology needs including MS Office applications, in-house applications, third party software packages, printers, and networks, and iPad’s, Blackberry’s.

Administer testing to ensure that issues regarding accuracy and quality are resolved.

Ensure the efficient operation of all operating and network operating systems by providing technical support for all computer equipment, application servers, network servers, personal computers, cable and wiring and associated equipment components.

Maintain updated documentation for the office environment, operations procedures, network topology, and administrative procedures.

Monitor and track software releases and system packages to ensure systems maintenance at current levels.

Beta test new and existing hardware and software before release and recommend process improvements.

Documented, prioritized using the SLA method tickets in to the Remedy system.

ROBERT HALF TECHNOLOGY / LIFETOUCH, Eden Prairie, MN 2006 – 2007

Computer Systems Analyst

Provided software quality assurance by testing and diagnosing problems with Dell and HP Laptops and Desktops.

Guided employees through technical guidance, advice and assistance for MAC systems hardware and software.

Provided in house software support to customers remotely using remote desktop.

STRATEGIC SOLUTIONS, Burr Ridge, IL 2001 – 2006

Computer Systems Analyst

Provided desktop support as well as external customer support to 500+ Firestone stores nationwide.

Maintained the functionality of POS System, computer systems and networks by installing, configuring, and maintaining desktop hardware and software

Supported a wide range of software and hardware applications applicable to network servers and personal computers, and provided installation and maintenance of routers, switches, and other data / telecommunication equipment.

Managed help desk operations during weekend shifts to ensure the timely processing of tickets and the resolution of existing problems to ensure excellent customer service.

Reimaged laptops by removing and reinstalling software to meet the needs of company district-level users.

Education & Training

Associate of Applied Science, College of DuPage, Glen Ellyn, IL

Certifications

Helpdesk Institute (HDI) Support Center Analyst Certification

IT Infrastructure Security Certification expected completion 2019

Technology Summary

Windows 7/10 IOS, Linux, database, and workgroup application Installs and upgrades application systems; applies updates and enhancements; identifies and corrects program errors; creates reports; trains and supports employees; impleme technical knowledge.

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