Desktop Support It Analyst

Jacquie Roblyer

Antelope, CA

***********@*****.***

***/***-****

SUMMARY:

IT Analyst II with a skill set that includes providing comprehensive technical support to end-users in Sacramento County. Successful in installing, upgrading, and configuring hardware and software on Windows operating systems and providing additional technical support as a Tech Writer, Trainer and Advisor for new Technologies. Act as liaison between customers and vendors. Seeking to utilize expertise in desktop support (remote and in person) to secure a part-time support position.

STRENGTHS:

Remote Support

Task/Project Organization

Process Streamlining and Documentation

Customer Relations

Project Coordination

EXPERIENCE:

IT Analyst II November 2015-Present

Sacramento County,

Systems Operations/Desktop Support/Account Administration:

Systems Operations - Support County Departments’ systems by troubleshooting/resolving problems with vended software, streamline processes (proposed savings to County Clerk approximately $1000 monthly by demonstrating cost savings measures), create and disseminate process documentation, create work arounds.

Tech Writer – Create detailed documentation for users and operational personnel depicting specific tasks and procedures for the purpose of training and operational procedures.

Account Administration – Create/Manage user accounts/access, account security through AD groups and GPOs.

oDUO account admin.

Desktop/Hardware Support – Troubleshoot tickets submitted by users, create tutorial documentation for users, vended software support and testing, PC Maintenance/Build, hardware/software – research/recommendation.

IT Analyst I August 2005-November 2015

Sacramento County,

Systems Operations/Desktop Support/LAN Administration:

Systems Operations - Support DMACS collection system by troubleshooting/resolving problems with files, create and maintain reports for supervisors, create and disseminate process documentation, back up for processing files/ file deployment.

Tech Writer – Create detailed documentation for users and operational personnel depicting specific tasks and procedures for the purpose of training and operational procedures.

Account/LAN Administration – Create/Manage user accounts/access, account security through AD groups, facility access, reset passwords, liaison for user access with partner agencies.

Desktop/Hardware Support - maintain help mailbox and incoming user requests, create tutorial documentation for users, vended software support, DMACS Collection Application Support, PC Maintenance/Build, hardware/software - research, recommendation, and procurement.

Analyst/Programmer August 2001-August 2005

Sacramento County, Department of Revenue Recovery

Maintained and supported existing collection system using Pick Basic, UNIX.

Analyst/Programmer (Contractor) August 1999-August 2001

Pilot Industries, Sacramento, CA

Contract - Sacramento County, Department of Revenue Recovery

Fundraising (Volunteer) 4 years

Elk Grove High School Music Boosters, Elk Grove, CA

Fundamental committee member, Secretary, Assistant Secretary, Project Manager of several events earning between $3,000 to $10,000 per event, Database Administrator, Graphic Design/Desktop Publishing.

Programmer/Analyst (Consultant) 2 years

Data Dimensions, Inc., Sacramento, CA

Year 2000 project for CalTrans and LA Dept. Water & Power.

Analyzed, coded, tested (including unit test, system test, and regression testing) and implemented Y2K conversion procedures, documentation and deliverables. Successfully implemented three systems from the impact analysis to the final signoff and migration to production (CalTrans).

Utilized TSO, COBOL, JCL, HourGlass 2000, VSAM files, Visio, Word, Access, Excel, and FILE-AID.

Special Project Assistant 11 months

CalFarm Insurance

Forms/Graphics Coordinator 1 year 4 months

CalFarm Insurance

Free-Lance 2 years 5 months

Graphic Design, Desktop Publishing, Typesetting, etc.

Area Manager 4 years 2 months

Mervyns Department Store

EDUCATION:

•B.S. Business Administration, Concentration: Marketing & Management

California State University, Sacramento, December 1983

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