Technical Support Analyst

DAVID WEBSTER

North Attleboro, Ma ***** 774-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Hard-working and detail-oriented professional with 25 years of experience and a proven knowledge of end user support, system configuration and IT strategy. Aiming to leverage my skills to successfully fill the Technical Support role at your company.

SKILLS

Troubleshooting Network Issues

Account Administration

Software Evaluation

Attention to Detail

Computer Diagnostics

Interpersonal Skills

Technical Troubleshooting

Collaborative Team Player

Verbal and Written Communication

Training Materials Development

Hardware and Software Repair

Issue and Resolution Tracking

Multitasking and Prioritization

Microsoft Windows and Office

Time Management

Problem Solving

Hardware and Software Configuration

Inventory Procedure Documentation

System Configuration

Work History

Technical Support Analyst III 2007 to Present

Salmon Health and Retirement Milford, MA

Active Directory - Add, remove and/or update user account information, resetting passwords, etc.

Exchange/Outlook 365 – Setup and maintain user accounts, passwords, purchase licenses

Microsoft Sever Support – 2003 & 2008

Provide deskside 24/7 support to 2000+ end users over 11 Campuses

Identify diagnose and resolve complex technical issues for users of mainframe, computer software and hardware, workstations, Internet, etc. and communicate solution to end users and IT manager.

MDM administration (Airwatch, Miradore and Sophos)

Provide Microsoft OS support – XP, Win7, Win8, Win10 & Win11

Microsoft office support – various editions

Provide escalated one-on-one end user problem resolution over the phone, in-person and RDP

Deliver, set-up and assist in the configuration of end-user computer, hardware, software and peripherals

Support of PDAs – Apple iPhone & Samsung Android Tablets

Provide end user training and documentation

Coordinate daily work orders using help desk ticketing system. Consisting of opening, monitoring, daily updating and closing of work orders

Diagnose and resolve escalated end-user network or local printer problems, PC hardware problems and mainframe, e-mail, Internet, dial-in, VPN and local-area network access problems

Perform desktop & Lenovo laptop hardware repair

Responsible for resolving escalated issues related to operating system updates, patches and configuration changes on a regular basis

Research, recommend and purchase new hardware and software

Maintain system tape backups and implement disaster recovery plan

Maintain inventory

Attend monthly directors meetings to provide IT feedback and recommendations

Technical Support Analyst II National Grid, USA Westboro, MA

Technical Support Analyst Blue Cross/Blue Shield Providence, RI

Technical Support Analyst Milton CAT / Caterpillar Corporation Milford, MA

PC Support Technician Jamesbury-Neles Automation Shrewsbury, MA

PC Support Technician EC Cubed, Inc Westboro, MA

EDUCATION

Associate of Arts: Computer Engineering Technology

Wentworth Institute of Technology Boston, MA

ACCOMPLISHMENT

Contributed to a reduction in operational costs of 15%

Successfully Managed corporate HQ move into new location, to include build out of NOC server room, network configuration, WAN/LAN, new POE phone system and Toshiba network printer contracts.

Successfully rolled out and trained 500+ employees to use Android tablets and mobility software.

Successfully helped execute and restore business functionality after Ransomware attack.

Successfully coordinated downtime and installation of new Cisco Switches that support VoIP phone system.

Successfully implemented Disaster Plan to restore business functionality after major blizzard.

Restored server and office functionality while maintaining operations with mobile nursing staff.

Rolled out Emergency backup systems to 8 campuses throughout Massachusetts that backup crucial patient medical records while still being HIPAA and PHI compliant.

Managed complex migration of servers to VM environment while minimizing downtime.

Managed and executed annual 3-yr computer lifecycles / end of life. While maintaining and destroying any secure data on hard drives.

Voted Employee of the Month twice..

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