Support Analyst Desktop

LINDA OTT

**** ***** ***., **********, ** ***** cell: 513-***-****

Email address: ********@******.*** (preferred contact by cell) PROFESSIONAL EXPERIENCE

Convextech – Wipro – Levi Strauss & Co. - May 2023 – Present contractual Desktop Support

• Setup, connect, configure work stations, for a new distribution center

• Use Intune to setup laptops, tablets and desktops for production

• Configure and setup various hp and zebra printers, scanners, and communication devices

• Work on conference room configurations for AV and communications

• Maintain and update in SOTI devices

• Setup and maintain Fastenal locker devices

• Trouble shooting and team support with documentation AssureCare - 2020 - 2022

Product Support Analyst

• Communication and escalation specialist for the MedCompass platform supporting a large retail pharmacy and grocery chain in the USA

• Lead support analyst for iPC modules and platforms

• Communicate and respond to incidents and alerts from monitoring applications, ensure the proper resources are responding in the timely fashion

• Analyze and determine escalation and urgency of challenges, to provide the best client experience and address SLA

• Troubleshoot application issues in clinical and pharmacy software

• Create process for documenting, and communicating the client’s need to developers, configuration teams, implementation teams, database teams and others

• Worked with product developers and directors to identify the challenges and manage solutions

• Worked with pharmacists, clinical teams, and technical developers to address gaps in work flow in user interfaces

• Created and managed documents for known issues and workflows as encountered

• Use ITSM and performance monitoring software to respond to client challenges, to provide a timely resolution, and assist with solution implementation

• Monitor caseloads in multiple applications to ensure continuous action and implementation of hot fixes, or releases

• Provide insight from client perspective for enhancements, alternative design for work flow or user view

• Contribute to improving the client experience

CDK Global - 2015 - 2020

Client Technical Analyst II

• Troubleshoot computer issues in car dealerships for software, hardware, network, applications, communication, user issues and other challenges

• Work in ITSM tool to accept work items

• Analyze IP and trace routes to determine network or systems escalation

• Determine dispatching and elevation as required

• Work in specialized environments, applications and systems

• Verify coverage and provide support for users and dealerships

• Create and share documentation on resolutions in OneNote for team consumption

• Major contributor to Community Support Platform when designed / implemented, while encouraging and educating users

• Received a large number of exceptional reviews by clients, and internal associates Dell / Contract through EnSoftek - 2015

Computer Roll Out

• New computer roll out for EPA

• Imaging, capturing, restoring, deploying the new laptops and desktops to end users

• Create documentation for asset and inventory, as well as troubleshooting

• Analyze application certificates, licenses, for reinstall or processing

• Escalate hardware or network challenges for timely resolution

• Deskside support for employees and clients at multiple sites

• Provide personal training on recently deployed systems, while troubleshooting and assisting in process improvements

• Deploy monitors and external hardware as required updating documentation for assent management

• Resolve connectivity challenges and remote connectivity issues

• Reimage and deploy laptops and MiFi devices and accounts Path Forward IT - 2014 - 2015

Help Desk Analyst

• Field inbound calls for numerous companies utilizing Connect Wise for documentation and escalation

• Create Active Directory accounts, Exchange Server Accounts, Manage email groups, and other administrative responsibilities

• Audit accounts for rights, groups, access and backups

• Create documentation for asset and inventory, as well as trouble shooting

• Troubleshoot using Vmware, ssl\vpn, rdp, screen connect and other remote access applications

• Troubleshoot printers, virtual servers, internet, intranet, router, pc, thin client, applications, OS and other issues for numerous clients in the medical field

• Investigate outages, loss of access, disconnects, and other production issues

• Resolve challenges on scanner, printer, fax and external device issues including mapping, default settings, virtual hosting and user error

• Investigate and resolve Microsoft Office issues, Java, Flash and Adobe conflicts, and software challenges

• Respond in a professional, prompt, educational, efficient manner at the user level

• Review incidents, SLA and other data for process improvement and accuracy

• Contact center duties as needed

ATOS / Contract through NSC GLOBAL - 2013 - 2014

Help Desk Technician

• Field inbound calls for numerous companies utilizing various applications for documentation and escalation

• Diagnose issues on network, resolve VPN and VDI connection issues, password lock-outs and resets, Exchange and Microsoft Office conflicts, Java conflicts, company specific application trouble shooting

• Map drives and printers

• Utilize remote access and direct users when possible

• Escalate documentation to appropriate teams for further diagnosis/resolution when necessary WESTERN & SOUTHERN FINANCIAL GROUP - 2009 - 2013

Senior Help Desk Technician

• Troubleshoot computer technical issues, including network connection, imaging indexing, printer issues, IP address conflict, software updates, system/file access, login and password issue, java conflicts

• Support field, home office, subsidiary companies via phone and email while utilizing remote access software or instructing the user

• Provide support to end users for desktop, laptops, and mobile devices

• Utilize ITSM application for documentation of Help Desk Incidents and Service Requests

• Respond in a professional, prompt, educational, and efficient manner to user’s requests

• Create and provide instructions for users on both off-the-shelf software and company specific applications

• Create and provide detailed information for knowledgebase articles for future troubleshooting

• Identified areas of repeat calls and created instructional documentation and presented information to reduce the problems and improve production

• HDI Certification for Support Center Analyst

WESTERN & SOUTHERN FINANCIAL GROUP - 2006 - 2009

Client Relationship Center Support

• Conducted personal history interviews of prospective insurance clients

• Astutely handled conflicts arising from emotionally responsive applicants

• Addressed client and agent concerns re: insurability via inbound and outbound calls, emails and letters

• Cooperated with various departments including compliance, legal, marketing, underwriting

• Provided inside sales support

HOME DEPOT - 2001-2006

Inventory Manager

Opened the store from groundbreaking

• Determined purchases to fill shelves in 6 of 8 departments for the store

• Maintain and audit inventory

• Created layouts for shelving, racking, and merchandising Special Services Associate 3yrs

Ott-a-graphics (Entrepreneurial) - 1986 - 2010

Owner / Sole Proprietor

• Built a pre-press production house to serve local printers, advertising agencies, and businesses

• Generated a successful business through resourcefulness and networking, sales presentations and self-promotion

• Implement processes and procedures for quality products in budget and on time

• Managed inventory, finances, human resources, and all aspects of a successful small business Application Knowledge

• Internet Browsers, Remote Access, TEAMS, Bomgar, SSL/VPN, RDP, AnyConnect, Basic Networking, Azure DevOps, Active Directory, Exchange, WebSense Filtering, DRIVE, Zipwhip products, Monitoring applications, Dynatrace

• Windows XP-11, Mac OS X and earlier, Printers, Scanners, PC Upgrades, InTune, Dell Deployments, Imaging, Capturing, Fastenal, SOTI, Restoring and Deploying, Conference and Projector Equipment

• Service Now, Power Help, Remedy, Clarify, Connect Wise, Sharepoint, and other documenting software QuarkXpress, Adobe: Photoshop, Illustrator, Pagemaker, Indesign, Acrobat

• Microsoft Office: Word, Excel, PowerPoint, Outlook, Outlook Express, Access, OneNote Various Printing, scanning, faxing programs, pre-flight programs, backup systems

• Phone - communication systems and more

EDUCATION

Bowling Green State University (Ohio) B.S. Visual Communications Technology

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