Analyst Support

SUMMARY

Experienced System Analyst with expertise in project management and IT Support. Proven team player and problem solver with strategic and tactical planning. Highly motivated with the ability to interact within all levels of an organization.

PROFESSIONAL EXPERIENCE

ConEdison,NY NY 10/2015-Present

System Analyst/IT Support

Maintain support to end users with hardware, software and IT related issues. Successfully co-lead initiatives with NOC to inform on global issues and provide effective and timely solutions. Manage RSA token program to assure the consistent and efficient remote access for those employees that need to access ConEd VPN to work securely within the company’s network. Deployed and configured AirWatch MDM (mobile device management) on iOS/Android Smartphones. Named Airwatch Administrator for iPhone, Android, and Windows mobile devices with tasks of adding/removing users devices, wiping data on lost devices, unlocking devices and allowing users to create passcodes to secure devices. Managed mobile devices and tablets using Airwatch. Keep track and manage incidents using servicenow and HPSM as ticketing systems. Oversaw the management aptitude track to monitor and resolve multiple IT related issues individually and within the team environment. Participated in the rollout and support of O365. Conducted shadowed training and documentation for remote support as transition to new remote helpdesk required expert supervision.

Celgene, Cognizant, Berkley Height NJ 02/2015-08/2015

Level 2 System Analyst

Created a self- monitoring system for team members to track tickets and insure proper escalation and resolution of issues consistent with helpdesk SLA’s. Oversaw communication with several IT infrastructure support groups to appropriately escalate issues and follow-up on issues to drive resolution and customer satisfaction. Managed active directory to maintain real-time information of end users and their support needs. Expertly provided executive support to the CEO, President, CIO, CFO, SVP General Counsel, and SVP of Human Resources. Considered a Subject Matter Expert in the Good application and oversaw set up for Enterprise, iPhone and iPad client. Utilized Bomgar as a remote tool to provide support to our clients and to trouble shoot and install applications and hardware for all client computers.

SANOFI, C3i, Bridgewater NJ 08/2011-08/2014 SR. Helpdesk Analyst

Provided LAN/WAN support and installed multiple hardware peripherals on PC’s and laptops to meet client needs. Created a self- monitoring system for team members to track tickets and insure proper escalation and resolution of issues consistent with helpdesk SLA’s. Maintained a detailed log documenting customer interactions to be inclusive of accuracy and timeliness. Directed weekly Analyst staff meetings as needed with all twenty-five members of the analyst team. Held the role of Manager to four analysts in which I was responsible to tracking performance and instituting development tracks when needed. Performed imaging of both laptops and desktops and deploy new equipment to end-users. Viewed as a SME (Subject Matter Expert) for the service desk department and as such was called onto many cases to provide prompt resolution to ensure end user satisfaction. Provided also onsite support to high executive and VIPs.

CRI, Fairfield, NJ 02/2011 - 05/2011

System Analyst/Tech support

Responsible for troubleshooting network, video and audio issues with Field Technician Support Representatives. Utilized Voodoo ticketing system to document and track and resolve an excess of twenty cases daily. Worked hand in hand with Field Technicians and clients to maintain the networking system and audio and video systems back on line in the event of any reported issues.

HESS/Technisource, Woodbridge, NJ 08/2010 - 09/2010

Help Desk support

Provided excellent support to all HESS Stations throughout the nation. Managed and maintained the HESS network system which linked their pumps, vending machines, registers, safe, training pc’s, and back up offices. Utilized HEAT as a tracking system application to troubleshoot, escalate, and resolve tickets that used applications such as Officetrax, Appworks and other HESS proprietary applications.

EDUCATION

Master of Science in Management—Information Technology Management 02/2014

Colorado Technical University, Colorado Springs, CO GPA: 3.81/4.0

TECHNICAL EXPERIENCE

CRM software, HEAT, Voodoo ticketing, Microsoft Windows NT, MS Outlook/Exchange, XP (2003), Windows 7/Vista, DELL, HP/Compaq, IBM/Lenovo, desktops/laptops, Active Directory, Clarify, Remedy/Promise, Network fundamentals certification, VDI/VMware, VPN, SSL, VPN,C++, A+ certified, Mac OS, DRA, SAP admin, SQL, Visual Basic, Unix, Windows server, HP scanners and printers/Badge printing, projectors, Network Administration, Client, TCP/IP, FTP, HTTP,DNS, DHCP, JAVA programming, Microsoft Office Suite, Microsoft Visio, VoIP.

LANGUAGES

Fluent in the reading, writing, and speaking of English, Haitian Creole, and French.

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