IT Support Analyst/

Tishah Britt

***********@*****.***

Highly motivated and professional, detail-oriented IT Professional with extensive education, training, and hands-on experience. Proven, successful track record of evaluating, isolating, prioritizing, and resolving issues pertaining to software, hardware, and networking. Vast skill-set, including testing and analyzing difficult environments, while offering a solution.

Diagnostic Procedures

Software & Hardware Analysis

Troubleshooting

Customer Service

Training

Administration

Troubleshooting

Fast Learner

Team Player

Leader

Interpersonal Skills

WORK EXPERIENCE

Customer Support

Diontj LLC Covington, GA 03/19 – current

Provide exceptional phone support to clients, resolving inquiries and issues related to graphic and web design services.

Assist clients with troubleshooting design tools, project updates, and technical issues, ensuring swift and effective resolution.

Educate clients on company services, pricing, and project timelines, helping them make informed decisions about design options.

Maintain detailed logs of client interactions and followed up on unresolved issues, ensuring high levels of customer satisfaction.

Contribute to the development of support materials and FAQs to streamline client assistance and reduce response times.

Customer Service Specialist

CSAA Remote 11/23 – 03/24

Delivered substantial support in a fast-paced call center, managing a variety of projects including government partnerships and customer service centers.

Handled high-volume inbound inquiries, performed thorough case reviews, and conducted outbound calls to ensure customer satisfaction and issue resolution.

Conducted interviews and investigations, providing essential support and assistance for ongoing client engagements.

Administered claims assistance, efficiently resolving problems and delivering solutions to customer concerns.

Pursued continuous career growth by engaging in company-sponsored courses to expand business and insurance expertise.

Contributed to a work environment focused on health, well-being, and high performance, while fostering inclusion through active participation in Employee Resource Groups addressing various cultural and social themes.

IT Asset Management

Pruitt Health Norcross, GA 09/17 – 03/19

Responsible for the assessment, deployment, configuration, imaging of Laptops and tablets

Provision accounts using Active Directory, GPOs, etc., PowerShell Command for automation of tasks, SCCM for user device management, removal, and other IT related utilities.

Install MS Office (local and O365), Sophos/BitLocker encryption,

Maintain, update, and submit requests to replenish inventory (Laptops and tablets), as needed.

Complete assigned service request tickets via Microsoft Service Portal. Create new and update status of assets in Microsoft Service Portal.

Deliver IT Assets with status of configuration, deployment, and Active Directory credentials.

Update hardware asset inventory (Laptops/tablets) in Asset Management Systems.

Routinely create and publish Knowledge Base Articles for use by Service Desk team

2nd tier leadership support for Service Desk Team in absence of Management.

IT Service Desk Analyst

Pruitt Health Norcross, GA 06/16 – 09/17

Provide IT phone, email and face-to-face support to Pruitt Health employees

Provide 2nd level software/hardware support and training for Service Desk

Perform Active Directory/ARS tasks: add/Enable/disable accounts, move workstation objects to Windows 10, reset passwords

Add/edit email accounts and distribution groups in Microsoft Exchange

Provide remote assistance via VNC, SCCM, Skype for Business, or JOIN.ME

Resolve connectivity issues with GlobalProtect VPN, Citrix, and external WIFI.

Reset various application passwords (LTC, Mckesson/Horizon, Emdeon, PeopleSoft)

Setup printers, updating network configuration (DNS, gateway, IP address)

Provide Citrix/XenApp 5.0 end user support: user ctx folder rebuild, end sessions, receiver installs, single sign-on password management

Troubleshoot issues with Samsung Galaxy tablets Google accounts and android apps (O365, GlobalProtect, Skype for Business, PointCare, Chrome, Citrix)

Install/configure hardware (Surface Pro (Tablet/Book/Laptop), HP Laptop and Android Tablets) and software

-Install/reimage the latest Microsoft Windows iso image

-Utilize AD/SCCM/Maas360 for domain removal, adding, updating, and management

-Utilize Powershell/command prompt; install MS Office and O365, install Sophos and Bitlocker encryption

-Setup/configure/ troubleshoot HCHB (Homecare Home-based)/Pointcare android app

-Asset management: Manage asset in Microsoft Service Portal. Tracking data (serial#, asset#, custodian, location, service request number and tracking#). Ship configured devices (laptops and tablets) to partners as completed

Advanced Product Support Specialist

Ricoh USA Tucker, GA 11/13 – 11/15

Provides 2nd level support for dealers, field technicians, and/or end users on Ricoh proprietary and 3rd party products via phone, email, and online chat.

Remote desktop support/installation/ repair via Webex, join.me, or Ricoh’s internal remote connection support site.

Troubleshoots hardware (computers, multifunctional printers and mobile devices), software (document/printing solutions, drivers, authentication/security management), and networking issues.

Monitors phone, email, and voicemail queues via Avaya CMS Supervisor, and Workforce. Management. Notifies other team members and/or management when attention is required.

Documenting incoming support calls, using SalesForce to open and close tickets upon resolution.

Maintains updated technical documentation (hard copy, electronic (pdf, docx), and online)

Provides support for @Remote, HotSpot, eCopy, Kofax, CAP/ELP, Google Cloud Print and ICE

Escalate cases when necessary to engineering, software specific field techs, or 3rd party vendor

Recreates and resolve issues in an independent, controlled lab environment for testing.

Provides occasionally, pre-sales technical expertise and assistance to the sales team for assessing potential customer's application and business needs.

Assists in the training and development of new employees.

Technical Support Analyst II (BlueCross BlueShield of SC)

Meridian Technologies Columbia, SC 02/13 – 10/13

Troubleshoot hardware (PC, printer, docking station, scanner). network connectivity (Cisco Anyconnect, VPN), and software issues (MS Office and Citrix)

Reset passwords (Active Directory, Novell, and RACF/mainframe)

Install local software applications requiring administrative rights remotely

Documentation of customer support calls using Remedy and Desktop call management software

Notify system outages via email notification alerts

11/10 – 01/13 Palmetto Health Richland Columbia, SC

IT Service Desk Analyst II/Access Management

Perform basic hardware and software troubleshooting, diagnostics, installations, and remote repair.

Provide phone/email support for Microsoft Office Products (Word, Excel, PowerPoint, Outlook, Access), software/printer driver installation, hardware issues (printer, PC, network), and operating systems (Windows 7/XP); Tools: Cherwell CRM software, Remote Desktop, and GoToAssist.

Extend or revoke security access identification for corporate email, LAN, and Citrix applications.

Perform password resets for Active Directory, mainframe, and various application (Epic, Citrix, Cernerworks EPIcenter, Mckesson, Allscripts)

Migration support for the email client from Novell Groupwise to Microsoft Outlook

PROFESSIONAL CERTIFICATION

2015 Network + (Comptia)

2012 Support Center Analyst (HDI)

EDUCATION

2013 Webster University St. Louis, MO

Master’s Degree: Management Information Systems

2010 Limestone College Gaffney, SC

Bachelor’s Degree: Computer Science (Internet Management)

Contact this candidate