IT Support Analyst

Teraine Stewart

LinkedIn: https://www.linkedin.com/in/teraine-stewart

Phone: 310-***-**** E-mail: **.********@**.***

Objective

Experienced IT Support Professional with over 15 years in end-user support, specializing in troubleshooting technical issues, hardware and software configuration, and managing helpdesk systems. Adept at supporting both remote and on-site users across Windows and Mac OS environments, and providing exceptional customer service. Seeking to contribute my expertise as a Service Desk Technician by delivering efficient and proactive IT support, ensuring smooth daily operations and resolving technical issues swiftly.

Education

Cybersecurity Certification, Coastline College — In progress

Qualys Guard Certified Specialist, 2023

Professional Scrum Master, 2021

CompTIA Server+, 2021

Masters in Information Systems, University of Phoenix, Phoenix, AZ, 2010

B.Sc. in Communications Systems Technology, ITT Technical Institute, Sylmar, CA, 2005

CompTIA A+, 2003

Technical Skills

Operating Systems: Windows (XP, 7, 10), Mac OS, Red Hat Linux, BSD

Software: Microsoft Office Suite, SCCM, JIRA, Casper Suite, Nessus

Helpdesk & IT Support: Hardware/software troubleshooting, desktop configuration, helpdesk support (2nd & 3rd tier), user account management, mobile device management, remote user support

Network & Systems: Active Directory, VPN, LAN/WAN, Cisco IP Phones, imaging and deployment for Windows & Mac

Project & Process Management: Agile/Scrum, sprint planning, cross-functional collaboration, process improvement, asset management

Security & Risk Management: Vulnerability assessments, patch management, RMF, NIST 800-53, FISMA compliance

Audio/Visual & Meeting Support: Conference room and video conferencing support

Professional Experience

Computer Support Systems Analyst 09/2023 – 09/2024

Superior Courts of Los Angeles County – Van Nuys East Courtroom, Los Angeles, CA

Provided technical support across LAN/WAN environments, ensuring hardware, software, and network connectivity.

Fielded incoming service requests and incidents, resolving technical issues via the ticketing system.

Escalated complex issues to appropriate teams and provided status updates to users throughout the resolution process.

Monitored ticketing system to ensure prompt response to remote users requiring support for VPN, Microsoft Office, and various software.

Maintained inventory records for computer systems, hard drives, and RSA tokens, ensuring proper tracking of new and used equipment.

Performed system imaging for Windows and Mac OS, setting up new hire devices and retrieving equipment from off-boarding employees.

Assisted with on-site and off-site meetings, providing A/V support and troubleshooting hardware issues with conference room setups.

Conducted hardware installations and repairs, including printer maintenance, and tracked e-waste disposal for retired devices.

Applied company policies to resolve technical issues within scope, seeking guidance on escalated matters when necessary.

Information Security Analyst 11/2019 – 09/2023

MKS2 Technologies – US Department of Veteran Affairs, Los Angeles, CA

Conducted vulnerability assessments using Nessus, SCCM, and SCOM to identify system vulnerabilities and develop remediation plans.

Managed daily ticketing system activities, addressing security-related issues and escalating unresolved matters to higher-level support.

Supported end-users with VPN troubleshooting, account authentication, and mobile device management.

Monitored inventory for laptops, mobile devices, and security tokens, ensuring accurate tracking and timely deployment.

Implemented patch management solutions, maintaining up-to-date software and securing systems against potential threats.

Collaborated with cross-functional teams to deliver comprehensive solutions for complex IT security issues.

Information Security Analyst 09/2014 – 11/2019

Vigilant Services Corporation – US Department of Veteran Affairs, Los Angeles, CA

Identified and remediated system vulnerabilities, conducting security event analysis to protect critical systems.

Managed service desk operations related to security incidents, fielding user-reported issues and escalating critical risks to senior teams.

Monitored and updated ticketing system to track progress on resolving user requests and incidents.

Performed imaging and deployment of secure devices for new employees, ensuring adherence to security protocols.

Maintained a detailed inventory of security hardware, including laptops, RSA tokens, and mobile devices, ensuring proper record-keeping and usage.

Technical Support Analyst 03/2014 – 08/2014

UCLA Medical Center – Los Angeles, CA

Resolved technical software and hardware issues, improving customer satisfaction through efficient troubleshooting.

Fielded incoming support requests via the ticketing system, providing solutions for VPN, software access, and desktop issues.

Managed and maintained inventory records for IT assets, ensuring proper deployment and retrieval of equipment.

Performed system imaging and setup for new hires, configuring hardware and software as per company standards.

Provided on-site support for meetings, including audio/video-related troubleshooting and equipment configuration.

Technical Support Analyst 03/2014 – 03/2014

Jimmy Kimmel Live – Hollywood, CA

Delivered IT support services, resolving customer-reported issues, and maintaining system performance.

Assisted with inventory tracking for studio equipment and managed system setups for new hires and production teams.

Provided technical support for video conferencing and managed the A/V needs for live events.

Technical Support Analyst 09/2013 – 01/2014

Impress Communication – Chatsworth, CA

Managed system troubleshooting and deployment, overseeing hardware and software installation.

Monitored service desk for incoming tickets and escalated unresolved issues to higher-level technicians.

Led cross-functional teams to deliver technical solutions on schedule and within budget.

Performed imaging of new devices and managed the inventory of IT equipment for the office.

Technical Support Analyst 08/2008 – 09/2013

Red Bull North America – Santa Monica, CA

Provided technical support for 2,000 users, diagnosing software and network issues.

Monitored ticketing system to manage incoming requests and resolved hardware/software issues for remote users.

Performed system imaging and equipment setup for new employees, ensuring compliance with company standards.

Maintained detailed records of IT assets, including laptops, mobile devices, and network peripherals.

Supported remote users with VPN access, printer troubleshooting, and other off-site IT needs.

Technical Support Analyst 06/2007 – 06/2008

Brentwood School – Los Angeles, CA

Managed IT infrastructure, delivering support to over 1,600 end-users.

Fielded incoming service requests, resolving network issues and providing desktop support in a Novell Architecture environment.

Managed inventory and equipment for the school's IT assets, ensuring accurate record-keeping and distribution.

Assisted with setup and teardown of IT equipment for school events and conferences.

Desktop/Network Support Technician 10/2005 – 06/2007

Yahoo! Inc. – Santa Monica, CA

Supported user accounts in Active Directory and provided helpdesk support for over 1,000 users.

Deployed Apple devices and resolved hardware/software issues across Windows, Apple, and BSD systems.

Provided ongoing service desk support, resolving user issues with printers, VPN, and remote access.

Managed inventory tracking of IT equipment, including laptops and peripheral devices, ensuring proper utilization and storage.

Contact this candidate