Customer Service Support Analyst
Resume:
JONATHAN GRODE
**********@*****.***
https://www.linkedin.com/in/jgrode/
EXPERIENCE:
Software Support Analyst
Imagenet Consulting – Miami Lakes, Fl Apr 2022 - Present
Delivered IT support to VIPs and executives, focusing on customer service and application support.
Managed Macs, Windows PCs, and mobile devices, handling configuration, maintenance, and deployments.
Administered Office 365, SharePoint, and OneDrive, utilizing strong analysis, problem-solving, and basic SQL scripting skills.
Monitored IT security policies and managed system access for onboarding and offboarding.
Led system implementations, providing technical training and project management.
Acted as escalation point for support tickets, enhancing team knowledge sharing.
Created IT documentation, showcasing excellent communication skills.
Supported Apple and Android devices, with a proactive approach in a fast-paced environment.
End User Support Engineer (Contract)
Royal Caribbean Cruise Lines/Dyopath – Miami, Fl Sept 2021 – April 2022
Provided remote and onsite technical support for an international user base, focusing on customer service.
Managed MDM with JAMF for Macs, ensuring optimal computer networking and application support.
Performed device enrollment with Windows Autopilot and Azure AD.
Configured and troubleshooted Citrix Workspace, VMware, SQL, and Zscaler.
Administered Windows servers in an Active Directory environment.
Used ServiceNow for issue tracking and ticket management.
Supported Microsoft 365 services and Teams Phone System.
Software Support Analyst
Alliance Systems - Coral Gables, FL Jan 2019 – Sept 2021
Worked remotely to install, diagnose, repair, maintain, and upgrade all software and hardware including peripherals to ensure optimal performance, with a focus on operating systems and computer hardware.
Administered Debian/Linux 8 on network devices, emphasizing computer science.
Supported Android/IOS Devices and provided technical training.
Managed Mobile Device Management (MDM) using Microsoft Intune.
Assisted customers and end users through various support channels, providing technical support on the installation, operation, or troubleshooting conforming to established policies and procedures.
Experienced with Zendesk for issue tracking and customer service.
Senior Support Engineer (Contract)
Royal Caribbean Cruise Lines/ITS LLC – Miami, Fl Apr 2018 – Jan 2019
Provided onsite/remote IT support for 100,000+ users in a global environment, focusing on technical support and customer service.
Administered SCCM 2012 for software installation, upgrades, and troubleshooting.
Performed installation, configuration, and maintenance of desktop PCs, servers, and peripherals, focusing on computer hardware.
Utilized Azure Active Directory for user account management and Group Policy.
Ensured compliance with SLAs and deadlines through effective multitasking and prioritization.
IT Implementation/Support Analyst (Contract)
Northwell Healthcare Network/ITS LLC – Long Island, NY Jan 2016 – Apr 2018
Implement, integrate, maintain, and troubleshoot various Healthcare enterprise technologies including Allscripts Sunrise, eClinicalWorks, Epic, and Meditech;
Collaborate with department management to establish requirements for the implementation of EHR and other clinical systems. Customize software according to the department's needs and specs;
Coordinate efforts with vendors to chronicle activities;
Interpret departmental needs. Create and document workflows and best practices;
Perform activities related to configuration and testing for all clinical-based applications;
Function as a Super User for eClinicalWorks, Epic, and other EHR applications; and
Provide support and troubleshooting for escalated and time-sensitive issues.
Core Skills
Operating systems (Windows 10 & 11, macOS, Linux), desktop support, troubleshooting, Office 365, SharePoint, OneDrive, Active Directory, Group Policy, VPN, DNS, DHCP, TCP/IP, SCCM, Intune, JAMF, Autopilot, Voip, Citrix Workspace, Remote Support, IP Networks, VMware, MDM (Mobile Device Management), user account management (Azure AD), issue tracking (ServiceNow, Zendesk), antivirus software, firewalls, documentation, technical training, customer service, problem solving, multitasking, collaboration, communication, adaptability, time management, reliability, analytical thinking, effective prioritization, attention to detail, ability to work independently, team performance.
EDUCATION:
Wake Forest University – BA Degree - Winston-Salem, N.C
CERTIFICATIONS:
CCNA #CSCO12978474
CompTIA Network+
CompTIA A+
Microsoft MCP Certification
Contact this candidate