PROFESSIONAL SUMMARY: I am an experienced IT Systems Analyst seeking to further my career in Information Systems and IT. I have recently relocated to the Tacoma area and am excited to bring my wealth of technical knowledge and expertise to your company team. With confident leadership skills, eagerness to learn new technology, and acute attention to detail with respect and integrity, I am confident in my ability to contribute to the success of your company or agency

EDUCATION: Bachelor of Science degree in Business Information Systems and Information Technology, California State University, Northridge, CA, Graduated in 2007

CCNA Course Completion Badges, Missoula College - Montana University, Completed 2021 & 2022 CCNA: Enterprise Networking, Security, and Automation, Introduction to Networks, and Switching, Routing, and Wireless Essentials

PROFESSIONAL EXPERIENCE

IT Service Desk Analyst, Consumer Direct Care Network, Missoula, MT, 09/2018 – 10/2023

●Researched, identified, selected, and tested solutions using technology products.

●Kept device management costs low by effectively communicating with leadership $1500 requests and higher.

●Used strong analytical and monitoring skills to ensure systems efficiency, performance, and availability.

●Assessed and evaluated tasks quickly and efficiently in fast-paced environments.

●Acted as the forward-facing contact for client incident resolutions documentation, and escalation.

●Passionate about delivering excellent customer service while complying with HIPAA policies and regulations.

●Expertise in prioritizing tasks in a fast-moving environment.

Systems Technician Owner, Gonzalez Computer & Systems Solutions, Chatsworth, CA, 09/2006 – 09/2018

●Communicated verbally by phone or by writing regularly with clients regarding new & existing tech incidents,

●Made repairs, and sold parts including computer motherboards, RAMs, routers, and peripherals.

●Attended to user concerns, diagnosing, and troubleshooting their computer systems.

●Initiated logistics by delivering solutions directly to customer addresses.

●Assisted in installing and configuring software, hardware upgrades, and incident troubleshooting.

Computer Engineer Support Internship, AltruIt, Northridge, CA, 08/2005 – 08/2006

●Maintained Voice over Internet protocol VoIP systems to meet functional requirements.

●Collaborated with the development dept. in implementing new software, testing, and deployment planning.

●Worked to reconfigure and upgrade hosted servers at AT&T data center.

●Assisted in deploying 30 custom-built thin clients running hard-driverless networked Windows XP OS.

●Backed network engineers on server administration, network installations, and Citrix & Presentation Server

TECHNICAL SKILLS

- MS Active Directory, Azure, SCCM & Exchange: New-hire on/off-boarding

- Proven protocol knowledge on TCP/IP, HTTP/S, S/FTP, DNS, DHCP, ICMP-Ping & Tracert, Sniffer

- ITIL processes expertise: Incident escalation Incident documentation intake Hardware Fundamentals

- Technical support for 1500+ internal users on the phone and hands-on Data management

- MS Office 365 suite with decades of experience Technical incident resolution