Support Analyst It

Mussie Gada +1-704-***-**** **********@*******.*** Charlotte NC 28273

OBJECTIVE

A dedicated IT Support Analyst with Fortune 25 experience highly proficient in resolving End Users computing issues and never bridge SLA's. Seeking a new challenge in a fast-paced environment requiring the ability to analyze critical support requirements, identify deficiencies and potential opportunities. PROFESSIONAL EXPERIENCE

One Main Financial - Fort Mill. SC March 2021 – Aug 2024 Lead Information Technology Support Analyst

• Providing advance support for 10,001+ employees in 44 states within 1,500 branches and headquarters.

• Taking ownership for all Incidents escalated by One-Support, conduct investigation and root cause analysis to improve service on an-ongoing basis.

• Create troubleshooting document in Service-now and updating KB articles.

• Partnered with the Cloud Administrator on Microsoft Azure to configure virtual machines and manage resource groups, optimizing cloud infrastructure.

• Managed Single Sign-On (SSO) using Okta admin access, ensuring seamless user authentication.

• Troubleshot Multi-Factor Authentication (MFA) issues, resolving authentication and authorization challenges efficiently.

• Participating in On-call rotation ensuring customer-impacting outages are quickly noticed and resolved.

• Skilled in managing role groups and user accounts within Active Directory.

• Experienced in troubleshooting access issues, ensuring efficient user onboarding and maintaining security protocols.

• collaborated closely with the network team, developers, security team, TAM, Citrix team and with over 10,000 employees to resolve a variety of issues effectively.

• Primary SME for Mac-OS Support in EUC/EUX

• Developed and delivered training sessions for the EUC/EUX Team on how to effectively support Mac OS.

• Provided resources and documentation to enhance team understanding of Mac-specific issues and troubleshooting techniques.

• Assisted with JAMF migration from internal to the JAMFCloud

• Troubleshoot and identified root causes for various issues, including system crashes, software problems, network connectivity, VPN issues, and Windows-OS/mac-OS upgrades.

• Built and updated documentation for internal processes and support teams.

• Monitored company communication platforms (Teams, Slack, SharePoint, Confluence) for support requests and escalations, prioritizing and assisting as needed.

• Completed extensive training in Cybersecurity and collaborated closely with Security Teams. Conduent.com (Remote Contractor for Apple Support

Mac-OS/IOS Senior Advisor Mar 2019 – Dec 2020

• Provides support to resolve problems with products and applications by meeting customer service standards (positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly, setting customer expectations and detailed incident documentation

• Analyzes and prioritizes incoming requests

• Attempts to resolve problems, then escalates problems as necessary to appropriate resources (e.g., support team, vendor)

• Routes problems as necessary to appropriate resource (e.g., support team, vendor)

• Performs tracking and documentation by entering details of problems, status of service

• requests, and resolutions into the company incident management system

• Monitors resolution of problems to achieve closure and provides status updates to employees

• and technical support team

• Performs preventive maintenance and break/fix repairs on Mac-OS/IOS devise, printers, servers, applications, networks,

• Interacts with third party hardware and/or software vendors by initiating and supporting

• vendor services as necessary; dispatches additional service from vendors if required

• Performs the setup and maintenance of computer systems by installing and/or upgrading

• hardware and software

Beny’s Mart Inc, Charlotte, NC October 2005 - Dec 2018 President

• Responsible for overall operations of the business. asset management, deliveries, taxes, employees, deliveries etc. Oversaw cleanliness organized stock and security. Staff scheduling and established relationships with the local community. NHS (National Health Service) Tower Hamlets, London Jan 2003- July 2005 IT Support Technician

• Responsible for maintaining computer services and equipment’s. Work at site,

• Taking rotation in answering calls

• Diagnosing hardware and software faults and resolve the issue’s either over the phone or in person.

• reimage desktops

• hardware and Operating System installed and configured.

• maintain daily backup

• recycle PC’s

Education

Sep 96 - Aug 2000 London Guildhall University (London Metropolitan University) BSc. Business information Technology,

• Related coursework: Computer Hardware and Software Architectures, Computing, Information Systems, Logic and Mathematical Techniques, Programming, Database, Network and OS, Application Development, Artificial Intelligence, Management Support Systems Sep 1994 - June 1996 City and Islington College

• BTec National Diploma Computer Study

Introduction to Programming, Computer Systems, Programming Concepts and Practice, Programming Projects, Small Business computer Practice and concepts 1990 - 1994 St. Thomas Moore School, London N22

GCSE :- Math, IT, English, Science, Economics, Geography. PE, Religious Study, Certification

• MTA Networking Fundamentals Certified 2016 May 2016 CPCC Charlotte, NC

• MTA Security Fundamentals Certified 2016 May 2016 CPCC Charlotte, NC

• Microsoft Certified Professional (MCP) Win 2000 Pro 2002 London UK

• Microsoft Certified Professional (MCP) 2002 London UK

• CompTIA A+ 2001 London UK

• Computer Literacy and Information Technology. Stage 1 - 1992 RSA Examinations Board www.linkedin.com/in/mussie-gada

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