It Support Analyst

Amanda Magee

Denver, NC ***** 704-***-**** ad0esp@r.postjobfree.com

IT SUPPORT ANALYST

Accomplished IT Support Analyst leveraging diverse expertise in Windows migrations, upgrades, rollouts, patches, and troubleshooting. Proficient in configuring system software and modifying hardware with servers, desktops, laptops, and mobile devices. Active directory, Information Security, and dedicated process execution as required. Experienced in hardware procurement, provisioning, SDS or standalone installation, configuration, maintenance, and troubleshooting. Familiar with routers, wireless access points, Cisco switches, and cable modems. Knowledge of LAN internetworking principles and protocols, including a good understanding of TCP/IP, networking, Ethernet, and wireless topologies. Skilled in installation, configuration, and troubleshooting in Office arena, SQL, command line scripting, various ticketing applications, asset tracking tools, and imaging platforms. Mobility activation, setup, and configuration for Corporate and BYOD I Devices. Willingness to continuously improve and reinforce skills and training to keep pace with the working environment. Well-rounded interpersonal and communication skills. Effective at forming collaborative environments amongst colleagues and maintaining trust and confidence with customers, vendors, and leadership.

CORE COMPETENCIES

IT Support Data Analysis & Research Windows Support Hardware & Software Support Installations

PROFESSIONAL EXPERIENCE

Wells Fargo Bank, Charlotte, NC 10/2010 – Present

Senior Technical Support Analyst

Provides senior-level Field Technology Support (FTS) to internal employees, contracted employees, vendors, upper level, and executive management. Responsible for all aspects of deskside and remote support for laptops, desktop, printing, application, and mobile devices. Follows a whole host of internal procedural, risk, and compliance processes. Works to effectively resolve issues and form permanent solutions based on the need and lowest impact to the customer. Maintain secure control over all company-owned technology assets and record Enterprise Lifecycle tracking. Acts as a liaison to vendor-related and project access to corporate facilities. Maintain the highest level of customer service for internal support customers. Participates in a wide array of projects that impact the next phase of progress to the company. Utilize all internal tools available to execute the quickest response. Works effectively and efficiently within an agile environment. Lead projects and provide reporting and process execution where needed. Share information as appropriate.

Administered WANDA, ART, Mobility, Remote Access, Cosmic, and LAN Central requests or changes. Work closely with Technology Connections, SSC, Core Engineers, CPG, Vendors, and Security.

Effectively communicated and escalated any found risks, Legal Hold retention, or possible data breach.

Performed troubleshooting of issues with interoffice connectivity, network support, virtual desktop interface, and remote Desktop VPN connections.

Oversaw Active Directory remediation, Access Tool knowledge, as well as, resolving issues with RSA access controls.

Captured event logs and data as needed and remediated as needed. Confirm licensing and maintain asset tracking and control. Document all aspects of Incident troubleshooting using the Service Now platform.

Supported Windows XP, 7, and 10 environments, enterprise-wide Microsoft Office 2016 and M365 applications, Citrix-based functionality, WAVE VPN Cloud Services, SSDS, Oracle, Pulse, SEP, MSSQL, Fact Set, and a wide array of applications aligned for each of the organization’s LOB operations. Remediation for all out-of-compliance applications, hardware, or access.

Tracked all physical assets using LAN Central and Cosmic and reported using EMDL and ITAM tracking.

Effectively resolve and report any corporate data breach. Also, assessed any risk, exposure, and reporting using Secure Doc or Checkpoint Endpoint data encryption.

Resolved any technical issues that arose concerning unassigned hardware. Ensure the highest level of data integrity, risk, and security measures for all corporate and BYOD hardware, enterprise data, and mobile devices left unattended.

Rotated staffing at kiosk Tech Express locations to perform critical and high-demand support to all lines of business.

Provided critical dedicated support to the 24/7 corporate-wide Print Production Team.

Worked as dedicated Executive Support for Sales, Treasury, and Human Resource and Technology lines of business under the Wholesale Division.

Team Lead on a series of Lifecycle and equipment relocation projects. Effectively coordinate the replacement of thousands of devices following Enterprise LifeCycle guidelines. Works closely with Corporate Properties Group for the relocation, asset control, and maintenance of Neighborhood equipment and designated spaces. Perform Audio Visual Support as requested. Coordinate and adhere to Data Governance standards and Legal Hold retention policies and procedures using Cosmic, USMT, and other internal tools as part of the equipment Life Cycle. Properly decommission and dispose of hardware.

Offered guidance where needed to fellow teammates using the Service Now corporate interface, as well as Intranet tools and knowledge repositories.

Assisted Technology Connections during the COVID shutdown to execute complex resolutions at First Level.

Ability to follow process improvement initiatives and help optimize operational deficiencies. Maintain the strictest and highest level of confidentiality and compliance with all aspects of the role.

Transportation Insight, Hickory, NC 08/2008 – 10/2010

LAN Support Analyst

Provided senior-level support to internal personnel, outside Sales Team, and external customers. Oversaw all aspects of support at the desktop level. Supported a whole host of operating systems, applications, email clients, and anti-virus solutions. Resolved technical issues concerning hardware, software, and networking support.

Performed troubleshooting of issues with network connectivity, Active Directory access, website and database login access, and application support, including V-sphere Client, VNC, LogMeIn, VPN, and RDP connections.

Coordinated and supported all training sessions and high-profile customer sales conferences.

Tracked and resolved issues through the Tech Excel helpdesk ticketing system.

Conducted daily operation meetings to address urgent matters and coordinated action plans.

Led several projects within the organization to provide technology upgrades and rollouts as needed.

PRIOR EXPERIENCE

L’Oreal Paris, Cranbury, NJ Client Services Support Engineer

EDUCATION & CREDENTIALS

Bachelor of Science (BS) – North Carolina Central University (In Pursuance)

Associate Degree, Applied Arts – Central Piedmont Community College

Associate, Applied Science – Brick Computer Science Institute

Technical Support Certification – Tek-Solv Institute

A+ Certification – COMPTIA

Azure Fundamentals (AZ-900) - Microsoft

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