Senior Tech Support Analyst
Resume:
Jimmy Pina
**** ******** ******, *****, ** ****3
**********@*****.***
Profile of Qualifications
More than 11 years of experience in information technology, staff leadership, personnel training, operations management, technical support, documentation and problem resolution.
Self-driven team player with strengths in communication and developing interpersonal relationships.
Possess excellent planning, organization, time management and decision-making skills.
Strategically coordinate and collaborate with various professionals to maximize performance in facilitating goals and attaining operational excellence.
Fluent in English and Spanish.
Career Track
Computer Analyst II, Woodhull Medical Center, Brooklyn, NY 2007 - Present
Perform Tier I & II technical support for medical IT, MS Windows, McAfee antivirus, printers and networks.
Deploy Windows 10 images, document/resolve trouble tickets and escalate callers to next level as required.
Tasked with overseeing databases, performing file maintenance and configuring desktops & laptops, setting up A/V equipment.
Manage hardware inventory, install peripherals and maintain mobile medical equipment carts.
Supervise third-party systems, patch applications, administer user accounts and support doctors & staff.
Member of the Tiger Seal Team, tasked with the deployment & TDR of Epic H2O (EHR System) to all NYC Health and Hospitals Corporation facilities and offsites. (December 2018-December 2019)
Verizon 2002, 2005-2006
Central Office Supervisor - Network Operations, Newark, NJ 2005-2006
Proficiently directed Network Technicians at four offices engaged in maintaining distribution frames and switches.
Continually tracked preventive maintenance operations and tested network elements to ensure functionality.
Established working standards, instructed personnel and prepared reports & analyses of operations.
Oversaw inventory, scheduled cable throws and collaborated with vendors & other third parties.
Network Operations Intern, Albany, NY 2002
Observed & assisted with office equipment installations and prepared instrumentation packages for administrative assistants.
Managed administrative assistants, drafted documentation and handled & closed pending tickets.
Updated DI-User tables for NOC technicians.
Case Management Associate, Hughes Hubbard & Reed LLP, New York, NY 2005
Comprehensively documented coding, data cleaning & information entry into system and ensured accuracy of all records.
Prepared detailed PowerPoint presentation for client viewing and generated ad hoc reports.
Application Support Associate, WorkSpeed, New York, NY 2005
Knowledgably instructed clients in utilizing online real estate management app and answered technical support questions.
Created user accounts, managed user access/permissions and oversaw databases.
Compiled promotional catalogs and assigned managers to projects.
Account Executive and Corporate Trainer, Universal Online Promotions, New York, NY 2005
Executed successful B2B sales campaigns for Quill Office Products and instructed personnel in effective selling.
Screened, interviewed, recruited and evaluated staff members.
Jimmy Pina
Page Two
Computer Skills
MS Windows, Mac OSX, Office Suite & Active Directory, MS Outlook, Novell Groupwise, Adobe, Visual Basic, Google Chrome, McAfee Endpoint Encryption, Symantec, BMC Remedy, Sharepoint, ServiceNow, Bomgar, Slack, Zoom, C++, Matlab, Electronic Workbench, LAN, WAN, VPN, Soarian, Unity, OAM, HDM, Dentrix, Dexis, PeopleSoft, HTML, TCP-IP, DNS, DHCP and SCCM
Other Experience
Member, Public Relations Coordinator & Vice President of SHPE, Verizon HSO & LEAD, Public Relations Liaison for CELA, Secretary of Phi Iota Alpha.
Multicultural Resource Center Operations Assistant at Union College, 2003-2004
Math & Physics Tutor for Upward Bound Program at John Jay College, 2000
Computer Teacher - American Experience Computer Summer Camp, New York Institute of Technology, 1999
Education
Union College, Schenectady, NY
Bachelor of Science - Electrical Engineering 2003
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