Systems Operator Helpdesk Manager

JUDITH SWANSON

Staten Island, NY ǀ 516-***-**** ǀ ******************@*****.*** ǀ https://www.linkedin.com/in/judith-swanson-225164b/

SUMMARY

I am an Information Technology Specialist with over 20 years’ experience. I have current experience with Office 365, Microsoft 2013 and 2010, the Remedy ticketing system, Active Roles and Active Directory, AirWatch (MDM), Cisco, Team Viewer and SharePoint.

Certifications: Introduction to UNIX and Shell Programming Certification Certificate

Information Systems Operator

Technical Skills: All Windows platform (intermediate), All Microsoft application (intermediate), Live Chat services (intermediate), Network troubleshooting (beginner), Network Management (beginner), Task management (intermediate), Ticketing management (Expert), Security management (beginner), Server maintenance (intermediate), Writing / Scripting (intermediate), Active Directory (intermediate), Azure (beginner), MFA (intermediate), SSO (intermediate)

EXPERIENCE

LISC System Analyst April 2021-June 2021

Worked on tickets within the Track It System.

Worked on documentation.

AD directory user maintenance

Microsoft 365 maintenance for 500 users nationally

RACI project development

NYC Department of Buildings IT Support Desk July 2019 – April 2021

Application support for: Microsoft Application Suites, Clearwell application, Accela application, Team Viewer, GotoMeeting, Zoom, VPN, Windows, remoting access troubleshooting, teamviewer, MDM registration.

Managing the distribution of up to but not limited 100-150 tickets to a team of 10-12 from the Remedy ticketing system.

Manage the flow of duties to technicians

Active Directory management.

Hand selected to manage and supervise the ticket distribution and completion process. Includes the following:

oAssuring that the tickets are completed in a timely and efficient manner

oAssisting the team getting access to resources to properly troubleshoot

Maintained the maintenance of users by conducting the following:

oCreating and setting up user accounts with the proper permissions

oAdding and removing the proper permissions for each account

oDisabling accounts of users that have left the agency

Conducting basic troubleshooting on user’s equipment. Which includes:

oPanasonic Toughbook’s

oWorkstations

oCisco phones

oMobile phones

oFujitu tablets

Conducted physical moves of relocation of equipment

Hand selected to maintain the entire site of Staten Island

NY EZ Pass Customer Service Mar 2019 – July 2019

●Directed phone support for over 70 customers on a daily basis

●Processed billing for violations, toll bills and account replenishment

●Provided customers valuable and money saving information in a timely manner, which included money saving plans

●Directed with both private and business accounts

Eze Castle Technical support May 2018 - Dec 2018

Provided telephone support for over 200 Hedge fund companies worldwide

Took over 30 calls within an 8-hour period

Directed Cisco VOIP phones

Led engineers with maintaining and initiating networks.

Micro Merchant Systems System Analyst Jun 2017 - Nov 2017

HHC via ISS System Analyst Oct 2016 - May 2017

Cablevision/Altice Technical Phone Support Jul 2006 - Oct 2016

Professional Access Limited Consultant Jan 2001 - Dec 2002

Tek Systems Consultant Dec1999 – Aug 2001

U.S. Army System Analyst Nov 1991 – Dec 1999

System Analyst

●Maintained and troubleshoot proprietary software designed for over 250 pharmacies.

●Built servers, networks and workstations for over 250 pharmacies.

●Assisted with maintaining network integrity for over 250 pharmacies.

●Managed the ordering and replacing of hardware.

●Troubleshoot all manner of hardware connected to network. Printers, mobile devices, scanners, and faxes.

●Supported multiple platforms, i.e. mobile apps, workstation application and servers.

●Managed up twenty calls a day

●Provided Help desk / Desk Top Support: Emergency Operations Center Management, Critical Information controls in a highly independent ‘real-time’, onsite environment.

●Helpdesk Manager

●Daily analysis and reporting on Image Processing System and Data Base management programs

●Script programmer and editor within a Unix based O/S.

Technical Phone Support

●Maintained network critical to patient care.

●Troubleshoot Epic platform and multiple other applications for to at least 2000 users.

●Educated staff on maneuvering within the network on a daily basis.

●Managed escalations of urgent issues.

●Managed user accounts and password reset.

●Managed security protocol for network and access to sensitive locations.

Technical Phone Support (Level III)

●Maintained and troubleshoot VOIP services for over 1 million customers.

●Provided mentoring on a monthly basis of new hires.

●Part of the Support Desk – Managing the floor, tracking training and attendance.

●Managed communication between engineers and primary customers.

●Managed business networks and applications.

●Reported system critical issues on a daily basis.

●Received over fifty calls a day.

Consultant

●Integrated and provided technical desktop computer/systems integration of EAB Bank into Citibank.

●Advance Team to aide in testing and maintaining a temporary Data Center for the Uniondale site.

●Provided on-site training to employee operators to improve system efficiency

●Provided desktop support for PC's and Laptops.

●Responsible for user information daily back up onto server.

●Configured Laptop (Dell Nomad & Commuter), Dell Desktop and Macintosh.

EDUCATION

American Intercontinental University 2012

Network Management

Bachelor of Science

American Intercontinental University 2010

Business Management

Associates Degree

ADDITIONAL INFORMATION

SYSTEMS

●SQL

●Perl

●UNIX

●All MAC OS

●SUN systems

●VOIP

●SIP

●Remedy

●Genesis

●Outlook

Skype

●TCP/IP

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