RENEE WEST – **** Monroe Drive, Carmel, IN *****

Primary: 732-***-****

Email: ad21cr@r.postjobfree.com

IT Professional

•Proven expertise in installation, supporting and troubleshooting hardware/software/networking/wireless issues

•Organized, Proactive, professional with follow-through abilities and detail orientation

•Outstanding communication and interpersonal skills, interact with all levels of management staff, peers, end users, vendors, incident\problem\change management

•Strong customer service skills and genuine commitment to quality & customer satisfaction

Hardware: IBM & IBM PC-Desktops & Laptops: Lenovo, HP/Compaq, NCR, Gateway, Dell, Toshiba, Sony; Workstations, Printers, Routers, Servers, IBM AS400, POS Systems

Operating Systems: Windows, MAC\IOS Protocols: TCP/IP, WINS, DNS, DHCP, Ethernet

Software: Microsoft Office Suite 9X/2000/2003/XP/2007/2010,Lotus Notes, Symantec Ghost/Altiris Deployment, ICE-Image Cast, Cisco-VPN, Cisco IP Communicator, Cisco Jabber Video Telepresence, Citrix Metaframe, BMC Remedy Ticketing System, Internet Explorer, Mozilla Firefox, Google Chrome, McAfee Anti-virus, Webroot, RAdmin Remote Server/Viewer, Symantec PC-Anywhere, RemoteWare Server, IBM Retail POS, JDA-/WinDSS/BackOffice, Avigilon Security Client, SCCM, Office 365, Bomgar, SolarWinds Orion, VMWare, Vsphere Web Client, AT&T Voice Cloud ), Okta SSO, Microsoft Endpoint Manager, Azure AD, Zscaler, Service Now, Microsoft MFA, Cisco Duo Security, Cisco Workspace, SNMPC, SystemPulse

PROFESSIONAL EXPERIENCE

Community Health Network via Anchor Technology - October, 2023-Present

IT Analyst

●Answer first and second tier calls, chats, email from Community Health Network employees

●Performs lan password resets, MFA, Cisco Duo Security activation, assists with Epic Healthcare system access requests, Citrix Workspace apps

●NOC functions

●Extensive use of ServiceNow in ticket and incident handling

AES - via Insight Global (June 2023- September, 2023

Digital Workplace Services - IT Logistics\Escalations, Change Management

●Liaison between AES CSR team & IT Teams

●Troubleshooting IT issues for CSR Teams

●Identify systems & processes for implementation with their environment

●Extensive communication with the CSR Team, leadership and Change Management Team

Commonwealth Financial Network (contracted with Planet Technology)

IT Office 365 Admin & Incident Management (June 2022 – June 2023)

•Train & mentor and provide shadow opportunities for new Level 1 & 2 Helpdesk associates

•Monitor Cloud Support dashboard in ServiceNow, categorizing, prioritizing and routing IMS tickets

•Extensive use of Servicenow for ticket handling and assignments to other internal IT departments

•Escalation of IT issues with appropriate teams in making sure resolution has been achieved

•Provide remote Office365 support for internal employees & external financial advisors

•Perform MFA set ups and resets for company advisors, employees via Microsoft Azure

•Engage with IT leadership when sensitive or urgent task come through

•Ensure that employees have appropriate Office365 licenses, subscriptions, accounts, etc. in relation to their specific job functions

•Extensive use of Service Now, Microsoft Azure AD, Office365, Zscaler

THG

Staff Technology Engineer (Aug 2021 – June 2022)

•Main IT contact & in charge of IT real estate for the NJ THG Warehouse & Fulfillment Center

•Incident & Problem Management liaison between end users and appropriate service support teams (Networks, Server, etc.)

•Maintain enrollment and management of Windows devices in Microsoft Intune

•Housekeeping for Android MDM and Mobicontrol devices, deployment of laser and thermal printers

•Computer management, use of Office 365, Microsoft Endpoint Manager, Azure AD, etc.

•Use of Cisco Meraki, Elo-View, MobiControl, Grafana, etc.

•Extensive customer interface, communication, support

•Use of ServiceDesk plus handling tickets, requests, etc.

Sysco Guest Supply

Business Technology Support Specialist II (July 2015 – Aug 2021)

•Primary Site IT Lead for Sysco Guest Supply corporate and remote employees

•Partnered with Sysco Corp Incident Management Team in handling network outages, escalation to proper managed services partners, communication liaison between vendors and internal company employees

•Managed several Level 1 Business Technology Support Specialist workload, activities, etc.

•Use of Agile Methodologies: Kanban, Jira, Scrum Master Trainee

•Administration of software patching via SCCM

•Configuration of AT&T VOIP phones for company employees

•Network & Wireless Partner Support with vendor (AT&T)

•Coordination of local IT support site visits & activities for 18 Sysco operating companies

•Network Cable Patching,

•Extensive use of Remedy Ticketing System and ServiceNow

•Partner with Managed Services Companies

•IT Project/Vendor Management

•Extensive use of all company software technologies: VMware, Office 365, WorkSpace One

•Extensive interaction with Site Employees & Upper Management

Chanel USA, (contracted via Strategic Systems Inc)

IT - Desktop/Retail/NetworkSupport, Piscataway, NJ 08854 - (Feb 2011 – June 2015)

•Corporate & Boutique employee IT Support: desktops, laptops, printers, networking, wireless

•Altiris/Ghost Software deployment & imaging

•Active Directory functions (user account creation, group policies, etc.)

•Train and mentor 1st Level Help Desk Technicians

•Managed 3rd party hardware technician visits to boutique for POS support, workload, etc.

•Project Member for Windows 7 software/hardware upgrade/deployment

•Participated in Chanel boutique renovations and new boutique openings working with IT-related vendors

•Extensive contact with external company vendors & computer manufacturers

•Participation in various IT projects as assigned

Johnson & Johnson (contracted via CDI Inc)

Desktop Support, World Headquarters, New Brunswick, NJ (Dec 2008-Jan 2011)

•Corporate employee Desk side support: desktops, laptops, printers, software installation, troubleshooting, network/wireless

•Corporate Deployment from Windows XP to Windows Vista

•Corporate Ghost Imaging & Hardware upgrade/replacement, new PC set-ups

•Project Member of loaner laptop program

Hewlett Packard (Originally AT&T, outsourced to HP in 2004) 1993 to 2008

Team Lead – Software Support Division – AT&T Laptop Service Center, Warren, NJ (2002-2008)

•Lead a team of 8 IT technicians in software imaging, installation, data migration, network configuration, troubleshooting of corporate employee laptops

•Instituted methods & procedures of the laptop software configuration process

•Active Directory functions

•Extensive contact with corporate users, management, external vendors

•Delegated hardware technicians on laptop repair issues, parts/inventory

•Maintain department server and library of software applications, images

•Performed IT projects as assigned

Desktop Support, Premises Desktop Services, AT&T Headquarters, Basking Ridge, NJ (1998-2002)

•Corporate employee IT support: desktop, laptops, software installation, troubleshooting

•IT support of local/networked printers for corporate users

•IT support of PC hardware/software upgrade

•Shared rotation of Remedy ticket assignment to fellow desk side support technicians

•Extensive contact with all levels of corporate management

EDUCATION, CERTIFICATION & TRAINING

•Frank H. Morrell High School – Diploma

•A+ Certification Instruction Training

•Completed various company-sponsored throughout my career focusing on software/hardware/networking support

REFERENCES ARE AVAILABLE UPON REQUEST

*IT Projects

•Windows file server to migration to Microsoft OneDrive & SharePoint

•Web-Ex to Microsoft Teams migration

•Proactively provided training workshops company employees for Windows 10, Microsoft OneDrive & SharePoint

•Coordinated in HP Printer refresh project (network printer replacement)

•Network Refresh: replacement\upgrade of networking equipment: routers, switches, access points) with various external Managed Services groups

•Coordinated multiple corp office moves & relocations

•Cisco VOIP phone to AT&T Voice Cloud migration

•HR Onboarding IT Orientation\Training

•Active Directory tasks: user accounts creation, security group membership assignments

•Office 365 Admin: assigning user licenses

•WorkSpace One New Computer Provisioning\Deployment

•Provide mentoring and training for Service Desk associates and Level 1\2 Desktop Associates

Contact this candidate