Andrea L. Richardson

407-***-****

ad3bii@r.postjobfree.com

Summary

Analyst working in a variety of settings to multi-tasking and work well under high pressure, time sensitive situations. Experience working with in the Healthcare and Funeral Home Industry provided technical support to over 22,000 clients, supporting 30+ applications at 32+ Hospitals ensuring Service Levels are met and identifying technical software/ hardware issues, and develop action plans to reduce client complaints with first call resolution 80% of the time. Familiar with Microsoft Office programs, Internet Browser’s IE, Safari and Google Chrome and am a quick learner with other job related applications. Willing to relocate: Anywhere Authorized to work in the US for any employer. Current experience with using Active Directory to reset password and add end users to a group for access, CAU (Control Access Utility) VPN, remote access tools such as Dame ware, Go to Assist and SCCM. Familiar with using Service Desk Manager ticketing tool and metrics.

Skills

MS Office Suite 2003-2016

Troubleshooting/Problem Solving

Software/Hardware Installs

Call Center Operations

Technical/User Support

Network Troubleshooting

Complaint Handling

Reports & Documentation

Active Directory

VPN, Dameware and Go to Assist

Control Access Utility

Service Desk Manager Ticketing Tool

Service Now Ticketing System

Control Access Utility

Cisco Phone Trainer 8851/8811 phones

IE, Google Chrome and Safari Browser

Member of the Trainee Committee

Team Lead of 2 or more employees on the evening shift 12-830pm

Education and Certifications

Gabriel Health Institute

Certificate for Nursing Assistant (C.N.A.)

Achievements

“Analyst of the Month” Award

Two-Time “Analyst of the Month” Award

1st Analyst to get the HDI Support Center Analyst Certification

Professional Experience

SCI (Travel 90 %)

Full-Time Funeral Home & Cemetery

Field Infrastructure Engineer/Field Support (White Glove Serivces)

August 2020 - September 2023

Provide on-site technical support for PCs (software and hardware), equipment & mobile device (Smartphone and Tablet)

Physically set up computers and software system installation

Install desktop hardware and software

Follow standards for devices and software, as approved and directed by the Senior Leadership.

Work with networking and server staff.

Troubleshoot and perform preventive maintenance on any authorized devices.

Enter and update Helpdesk tickets required to monitor and track all work done.

Contribute to maintaining inventory and spare hardware, and related inventory records.

Provide image builds and/or modifications to manager for validation.

Maintain and manage inventory and spare hardware, and related inventory records.

Stay abreast of the latest technology enhancements through continuous technical self-education and reading.

Povide detailed descriptions within help desk tickets. Must include troubleshooting steps taken.

Direct, guide, and/or mentor Associate and Intermediate-level IT Support Technicians, to improve teamwork, knowledge, and customer service.

Work closely with inventory and purchasing processes to support needed projects.

Identify roadblocks and make recommendations for completion of projects.

Be able to assess end user devices at all entities to determine whether they meet the standards.

SCI

Full-Time Funeral Home & Cemetery

Associate IT Help Desk Analyst (Promote to Field Infrastructure Engineer)

March 2018- August 2020

Respond, diagnose, troubleshoot, & resolve Service Desk Information Technology incidents & requests

Utilize remote control and various Information Technology tools to assist in analyzing and solving incidents & requests

Generate outbound phone calls and provide world class customer service

Provide clear, detailed, and concise documentation (including troubleshooting & resolution steps) in the computerized tracking system

Engage with the Service Desk Senior or Tier III teams to seek support and resolutions to complex Information Technology incidents & requests

Ensure each service ticket has a successful resolution and customers are communicated & satisfied with the outcome of their incident & request

Communicate with the Service Desk Senior / Supervisor on training opportunities, knowledge document requests or anything pertaining to the scope of the position

Escalate unresolved Information Technology incidents & requests to Tier III teams

ATOS-Disney

Contractor

Associate, IT Help Desk Analyst

February 2017 - March 2018

Fixing known problems and supporting design solutions.

Collecting symptoms, analyzing and solving customer problems through remote access.

Process management of related incidents or requirements and documentation of changes made.

Cooperation and coordination of service support with other internal departments to handle incidents.

Responsible for taking inbound calls and providing support to corporate offices and field employees regarding software/hardware issues. Microsoft applications, etc.; scheduling maintenance.

Installing and setting up equipment and hardware/software for new and existing employees; performing upgrades when necessary.

AdventHealth

Full-Time Healthcare

Associate, IT Help Desk Analyst

June 2014 -Nov 2016

Adhere to IT Service Management policy and procedures for all in scope process areas.

Administers all duties in accordance with established policies, procedures, and standards.

Collaborates with peers, Service Desk Leadership, Administrators, Department Managers, analysts and engineers regarding reported issues.

Identifies opportunities to improve team member satisfaction.

Processes incoming customer interactions within Service Desk departmental goals.

Promptly records specific issues, processes, or reports of customer dissatisfaction.

Proposes creation or revisions to Service Desk knowledge documentation and processes.

Contact this candidate