Information Technology Customer Service
Resume:
Letitia R. DuVall
Northfield, OH 44067
W: 614-757-9177C:216-***-****
**********@*****.***
CAREER HIGHLIGHTS
Over 15 years of experience providing enterprise-wide Information Technology (IT) system services.
Over 15 years of experience on various network operating systems in the areas of analysis, troubleshooting, diagnosis, repairing, service planning, project work, deployment, installations, configuration, and management.
Data input expertise with Active Directory (AD) and System Center Configuration Management (SCCM) with strong familiarity in Administration rights and management tools.
Expertise in deployments, installations, AD, SCCM and various network operating systems.
Expertise with Virtual Private Networks (VPN), Virtual Desktop Infrastructure and Windows Virtual Desktop connectivity.
Expertise in installing system upgrades, troubleshooting, and repairing defective system components.
Gained, developed, and mastered the ability to input, analyze and interpret data on various systems.
Perfected communication skills during team collaborations while working with security, engineering, and network teams on projects for cybersecurity vulnerability monitoring.
Skilled in with Linux OS, Citrix, Cerner, Apple products, CyberARK, Identity IQ, Okta, SailPoint IIQ, Salesforce, Windows 10/11, PowerShell Unix, Structured Query Language (SQL) and Transmission Control Protocol/Internet Protocol.
Skilled in remote troubleshooting and resolving technical issues over the phone for customers within a Windows Terminal Server environment, involving Dell PowerEdge servers, Fortinet firewalls, tape backups and supported printers.
Skilled with Remote Desktop, Microsoft Remote Desktop, SCCM, Bomgar, ServiceNow and Remedy Ticketing Systems.
Proficient with Epic/Epic Care, Electronic Health Records, Cadence, CoPath, Soft Lab and MyChart.
Successfully supervised over 25 technicians while leading various projects.
Possess interpersonal skills for professional communication and customer service.
SECURITY CLEARANCE N/A
WORK HISTORY
Cardinal Health May 2021 – Present
Sr. Analyst, IT Client Services
Independently or through team collaboration, confer with end users, technology teams, and vendors to provide on-site and remote technical support to over 1,500 clients across the United States within the company’s computer network infrastructure.
Install, remove, and configure various hardware and software computer systems.
Configure operating systems using AD and SCCM.
Configured, imaged and managed networks in data centers.
Install various hardware and software applications.
Upgrade enterprise-wide computer hardware and software.
Identify possible solutions to a variety of technical problems and take actions to resolve.
Analyze data within Okta, SailPoint, Identity IQ and AD.
Customer service support for macOS FUSE.
Collaborates with Information Security, Engineering and Network teams to monitor devices for cybersecurity vulnerabilities.
Inventory Dell, Apple (Mac), Lenovo, Hewlett Packard (HP), and Surface assets to ensure accurate cycle counts.
Provide support and troubleshooting tools for system performance issues.
Partners with end users to correlate business requirements for technology solutions.
Constantly communicates with end users and team members to troubleshoot and resolve client concerns.
Effectively prioritize client concerns and escalate concerns as needed.
Mount Carmel/ St. Ann’s Hospital (Contract w/ TEKsystems) January 2021 – May 2021
Lead IT Support Technician
Supervised 12 technicians during device and equipment installations for Epic Go Live.
Configured, imaged and managed networks in data centers.
Updated and maintained inventory for HP, Dell, Tiny devices, peripherals, and various computer accessories.
Collaborated with Information Security, Engineering and Network teams to monitor devices for cybersecurity vulnerabilities.
Documented daily task completions to assure satisfaction of end users.
Maintained knowledge of the HIPAA expectations through course training.
SouthWest Medical Center (Contract w/ Cerner) August 2020 – September 2020
IT Onsite Support Technician
Migrated laptops and towers from Windows 7 to Windows 10.
Provided customer support for IT requests.
Documented support requests of IT services for audits and record keeping.
Installed AD and SCCM on enterprise-wide computers.
Provided remote, onsite troubleshooting and problem solving strategies for Remote Desktop, Microsoft Remote Desktop, SCCM and Bomgar working ticketing system.
Configured, imaged and managed networks in data centers.
Maintained inventory of old and new Dell, HPs, Lenovo, and Apple (Mac) devices.
Collaborated with Information Security, Engineering and Network teams to monitor devices for cybersecurity vulnerabilities.
Windstream (Contract w/ Managed Staffing) February 2020 – May 2020
IT Support Rep II
Remotely performed software and infrastructure troubleshooting utilizing remote management tools.
Configured, imaged and managed networks in data centers.
Provided support for AD, SailPoint, Identity IQ, Domain Name System/Dynamic Host Configuration Protocol with strong familiarity in IDM/Web based identity management tools.
Collaborated with Information Security, Engineering and Network teams to monitor devices for cybersecurity vulnerabilities.
Provided timely documentation with Remedy IT Service Management and Cherwell Ticketing systems.
Responded to incoming requests via support channels and documentation input.
Summa Health System AKRON, OH (Contract w/ MCPC) September 2018 – February 2020
IT Customer Support
Performed computer redeployments with software installations.
Provided connectivity to the customer’s network.
Configured, imaged and managed networks in data centers.
Provided hardware break-fix services on desktops, laptops, and printers.
Installed local and network printer drivers on desktops and laptops.
Collaborated with Information Security, Engineering and Network teams to monitor devices for cybersecurity vulnerabilities.
Provided service to customers to resolve technical issues over the phone, in person and remotely.
DELL EMC Corporation, CLEVELAND, OH May 2014 – December 2018
Customer Engineer
Installed and integrated EMC hardware and software enterprise-wide.
Deployed, configured and managed enterprise-wide Linux Operating Systems.
Provided customer orientation of product and individual case management.
Performed pro-active and corrective maintenance according to required standards.
Configured, imaged and managed networks in data centers.
Provided timely documentation of work to assure customer satisfaction and maintain current knowledge of customer environment.
Collaborated with Information Security, Engineering and Network teams to monitor devices for cybersecurity vulnerabilities.
Maintained inventories of company devices.
Reinforced corps values of Egan, Marino & Curly (EMC).
Mastered data input, analysis, and troubleshooting of SCCM and RDP.
Conducted meetings using WebEx or GoToMeetings.
Maintained updates of all relevant systems and databases.
Updated systems to Windows 10.
Daily Continuous Education performance with any field break-fix duties.
Honed IT skill development through education and practice.
Other duties as directed by Senior Customer Engineers and Management.
VA Medical Center, CLEVELAND, OH (Contract) August 2013 – May 2014
Migration Tech
Migrated laptops and towers from Windows XP to Windows 7.
Configured Word, Excel, and VPN tokens.
Collaborated with Information Security, Engineering and Network teams to monitor devices for cybersecurity vulnerabilities.
Configured, imaged and managed networks in data centers.
Assigned administrative rights for all software.
Input data and installed AD on company computers.
Carter Brothers Security LLC. March 2013 – April 2014
Field Service Technician/Administrator
Managed 12-15 field technicians by evaluating and surveying daily installations.
Collaborated with Information Security, Engineering and Network teams to monitor devices for cybersecurity vulnerabilities.
Provided analysis, service planning and project work.
Configured, imaged and managed networks in data centers.
Drafted end of the day, weekly, and monthly Operation Reports.
Performed internal and external alarm system installations.
Cleveland Clinic Foundation, Cleveland, OH March 2010 – April 2012
Data Coordinator/Project Manager
Input and maintained over 2,000 research study data results on the WebKit or Oracle SQL Servers.
Reviewed applications to verify protocols, informed consents, and data for new and renewal studies to be approved by the review board.
Created visualization charts, graphs, and tables for monthly statistics.
Imported and exported data with filtration of data when needed.
Periodically audited research data.
EDUCATION
Digital U/ Product Management College
Agile Team Facilitator
Completion, April 2024
Digital U with Cardinal Health (Info Security/ Cybersecurity)
Incident Response Certification completion.
October 2022- October 2023
ITT Technical Institute, Warrensville Heights, OH
Associates of Applied Science in Computer Networking Systems - March 2013
GPA – 3.8/4.0 • Recipient with highest Honors Award
University of Phoenix, Cleveland, OH
B.S. in Science and Health Education, 2009
CERTIFICATION
Cyber Security, Columbus, OH
Incidents Response Certification – October, 2023
Managerial Continuing Education Program, Cleveland, OH
Certification in Leadership and Learning – June 2004
EMC Proven Professional Storage Technology Foundation Certification. (ISM)
September 2014
Agile Project Management Course Certification
August 2023
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