Patricia Nicholson

** **** ******, *********, ** 02472 617-***-**** adel0g@r.postjobfree.com

SUMMARY

An accomplished Information Technology professional with over ten+ years of comprehensive experience in a multi-site, multi-host, networked environment. I am customer focused, result oriented and highly skilled professional supporting users, applications, computer hardware/software, network, windows 7 & windows 10, in a fast-paced environment demanding strong technical, organizational, multitasking and customer service skills. I am an understanding, innovative individual who has an excellent sense of teamwork to get results by instilling commitment, trust, and loyalty as well as excellent interpersonal skills in communicating key data to employees, customers and suppliers.

Areas of expertise include:

Problem resolution

VPN

Communication skills

Cisco Meraki

Windows 10

Kaseya

Remote Support

IP Connectivity

PROFESSIONAL EXPERIENCE

Bright Horizons Family Solution, Watertown, M A 2016-2020

IT Service Desk Analyst II

Provide efficient and effective desktop and telecommunications tier 2 support functions for over twenty thousand field and corporate users (including administering and maintaining end user accounts, laptop hardware/software troubleshooting and repair, as well as email setup and support)

Prioritize requests per severity, provide service or escalation as necessary

Support users on and offsite via phone, email, desk side and remote assistance

Log, document and monitor all systems and applications support calls via Cherwell ticketing system.

Support, test and troubleshoot internal systems

Provide training to users as needed

Troubleshoot issues with Toshiba copiers and phone systems

Created User, Email, & Security Group accounts in MS Active Directory,Exchange & Airwatch

Create and/or modify Distributions lists

Utilize Landesk, Kaseya, TeamViewer, Go To Assist for remotely connecting to and supporting end users both in house and remote

Help reinforce and implement IT standards and procedures

Install necessary client and internal hardware/software

Use Webroot antivirus and Bitlocker encryptions to secure and protect machines and data

Support WebEx, Jabber, MS Teams and Skype/Lync for Business audio and video calls

Work with and support cloud based systems such as Office 363 and OneNote

Help manage hardware deployment such as loaner laptops and Iphones

Placing orders for Iphones, flip phones and hotspots via Tango and/or Verizon

Support Forticlient VPN application

Re-imaging company machines when necessary

Help users identify network issues

Monitor 750 daycare locations networks using Meraki equipment

Work with phone, internet and alarm vendors to resolve issues

Assist with the installation of application and printer software

Provide coaching and guidance to other members of the Service Desk team

Recipient of the 2019 HEART Award, for embodying the values of Bright Horizons

Hub International, Wilmington, MA 2014-2015

Help Desk Technician

Answer incoming calls from users, answer inquiries, troubleshoot problems and provide information and training. Act as first line analyst for service request tickets following established protocols

Respond to all customer inquiries in a courteous and professional manner

Answer the most commonly asked questions for defined issues and problems

Create, document, and escalate issues and problems in accordance with ticketing standards

Monitor ticket queues and provide service or escalation as necessary

follow up customer calls where necessary

Provide first level desktop/technical support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support)

Provide phone system administration (e.g.: setting up voice mail)

Assist with the installation of application and printer software

Assisted with working with vendor to report outages and creating internal outage reports

Adhere to departmental policies for reporting and managing requests and change control

Personal Average calls/tickets answered per month was 469, Personal Averaged closed calls/tickets per month 256.5

Voted SCS Champ by Peers May 2015

Received Incentive Award 6 months in a row (January – June)

HOLOGIC, Bedford, MA 2001-2013

Network Administrator (2006 – 2013)

Created and maintained site to site VPN tunnels between Hologic and hospitals, consultant SSL VPN logins and permissions. Troubleshot categorization errors and site blocks, configured policies, as well as created and formatted individual user reports for HR using Websense, Liaison for Direct Radiology Support Group and hospital networking personnel. Responsible for network and telecomm help desk tickets.

Assisted Senior System Administrators with IP connectivity, troubleshooting for corporate network, firewall troubleshooting, working with vendors and creating internal incident reports

Installed and moved phones for users on Avaya CM System Version 6; created and removed user voicemails and Name Connector (Parlance) as needed

Reviewed and maintained telecom billing, researching and resolving duplicate billing and services including calling card, pagers, AT&T data cards, call forwards no longer needed, resulting in sustainable saving and a better understanding of inventory

Worked closely with telecom vendors, for installs, removals, repairs, installing of new phone system and to keep up inventory records

Recorded directory menus and product names for new phone system in the Bedford office and for the Interactive Voice Response System

Researched, purchased and replaced UPS’s for all data closest in Bedford office

Maintained system backups using VERITAS Netbackup and Backup Exec

RA/QA Administrative Assistant (2002-2006)

Provided clerical and administrative support to the Regulatory Affairs and Quality Assurance Departments, ordering office supplies, arranged travel reservations and schedules, setting up meetingsand participated in mail and or/phone rotations as needed.

Copied and bound documents and reports for FDA submissions, prepared correspondence and packages for mailing

Filed correspondence, Device History Files and other records, entered data into the Device History Database and the QC Database, maintained regulatory and quality documents and publications, maintained journal distributions lists

Receptionist (2001-2002)

Answered telephone calls pleasantly and efficiently, screened and direct calls appropriately; paging when required

Greeted visitors and direct them accordingly

Assisted other departments in the company in day to day administration as requested.

Sorted all incoming mail and deliveries

VOLUNTEER

Recognized by Hologic in November 2005 for commitment to community service

Royal Commonwealth Society—Secretary

Coordinated and participated in several fundraising drives for Susan G. Komen for the cure, Mass General Hospital (blood drive & Beanie Baby drive), Miracle Providers Northeast (mitten drive)

EDUCATION

Associate of Science, Computer Information Systems

Associate of Science, Information Systems Technology

Massachusetts Bay Community College, Wellesley, MA

Academic Honor Society, Phi Theta Kappa

TRAINING AND CERTIFICATIONS

Introduction to Information Technology

Global Knowledge

Avaya Modular Messaging

Carousel University

Certified Meraki Network Operator

Cisco

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