Support Analyst Desktop

Jeffrey T. Waymire

916-***-**** · aduyer@r.postjobfree.com

Career Summary

Extensive background in Business Analysis focused on Business Reporting, Data Mining, and Process Documentation. Diverse Technical Background in Troubleshooting, Computer Operations, Service Desk, Customer Relations, and System Maintenance. Comprehensive 25-year history with leading technologies, including multi-disciplinary experience in:

Microsoft Office

Business Objects

SAP

Windows Operating Systems

Active directory

Visio

Microsoft Sharepoint

Linux

SMC Remedy

Software Development Life Cycle

Professional Experience

Desktop Support and Business Analysis—Various Contract January 2017-September 2022

Tracked trends within the business group to provide legible reports to internal and external stakeholders. Read schematics, test parameters, material lists, net lists and IRQ's. Tested LINUX Nodes and repaired hardware and software issues at Root Level Administration (Python). Auditing Electric Orders in SAP for closure purposes at PG&E (Quality Control for 3rd Party Contractors). Technical Rollout for Adventist Health Hospitals specializing in Windows 10, Citrix, AV support, MFD Printer support, and Symantec Technologies. Audits for Oracle’s new technical library called Fusion to validate new entries from the old library. Business Analysis in divestiture, acquisitions, mergers, outsourcing, and other partners at HPE. Creating and processing reports from Sharepoint and Access for higher management team within the Divestiture and Sales Departments.

Data Analysis on various projects

Troubleshooting Linux Servers for Hardware and Software Issues

Creating Reports in Excel for revenue metrics and tracking in the software divestiture process

High-Level Contractual Roles

Documenting the process in creating the reporting procedures and planning for Disaster Recovery

Subject matter expert in reporting procedures

Maintaining and tracking historical trends of the reporting process

Monitoring Software progress via HP Lifecycle Application Management

Senior Business Analyst —PG&E Full-Time March 2012-September 2016

Business Analysis for Gas Support Clients and other Business Partners within PG&E. Creating and processing Business Objects Reporting. Interpreting Reports for higher Management. Worked closely with Supervisors and Middle Management in interpreting reports.

Data Analysis, Change Controls, Data Mining, and Documenting Procedures for potential Disaster Recovery

Subject Matter Expert for business process improvement and for training in Business Object Report Creation

Creating reports in Business Objects Query Tool Repository

Adding Users and Computers in Active Directory

GAP Analysis and Forecasting

Sharepoint Migration from 2007 to 2013

Explanation to Field Service Management and Staff for Reports and Terminology

Workflow, Service Requests, Flow Charts, Optimization, and Project Status Reporting for Management, facilitating meetings to engage with Field Service Management for gathering report requirements and specifications for business rules via Agile Methodologies

Archiving historical data for reporting purposes

Downloading Business Object Reports into functional Excel Spreadsheets for Vlookups or Pivot Tables

Creating and Managing multiple Sharepoint Sites in Field Services, Gas Operations, and various other departments

Responsible for multiple audit creation Time Adjustment Audits

Served as an Interdepartmental Liaison

SMS (SCCM) Manager/Network Analyst—PG&E Full-Time February 2006-March 2012

Provided SMS platform support, refreshing and reinstalling SMS Advanced clients on PCs. SMS

and WMI while troubleshooting issues with client workstations. Provided 2nd and 3rd tier support for Network in Active Directory, Exchange, SMS, and File Security Permissions. Worked in the field with the PC Client Support Team as a Field Support Analyst for customer service, department liaison, and SMS Support as a Subject Matter Expert.

Incident Management Service Requests and Change Management Requests for Systems, Applications, and Upgrades. Responsible for documentation and implementation of Change Management Function

Remote Access Support including Webmail, Citrix, and VPN.

Managed Information Technology Asset Management via SMS (SCCM) for Procurement and Asset Management purposes

Initiated and maintained network security protocols in McAfee Antivirus

Utilized Ghost for recovery and reimage purposes for desktops

Optimization and Project Status Reporting for Project Managers

Implemented SMS for utilizing reports for daily maintenance activities on various systems. Collected data on networked systems for scheduling patches on client machines.

Administration of all company RSA SecureIDs, Pins, and token creation

Active Directory Security Group and Individual Access Management

Troubleshooting of PCs, Applications, Network Access, and Laptops such as GD8000s

2nd and 3rd Tier Incoming and outgoing clientele technical phone support with IT Service Management (ITSM) and IT Infrastructure Library (ITIL) Policies

Personal hands-on Deskside Technical Support Assistance

SMC Remedy Ticketing Support System

Company-wide System Down Status Reporting Emails

Project Management experience in assistance with Project budgeting. Includes working with PPMC, SAP, and Microsoft Project to focus on balancing and maintaining budgets on various projects. Optimization and Project Status Reporting for Project Manager

Resetting accounts and Ghosting machines for SCADA Domain usage

Various Contractual Positions Contract June 2001 – February 2006

Desktop and Laptop hardware upgrades (Digi Corporation, Franchise Tax Board, DHS State of California, AAA)

Multiple In-house Application Support (Digi, DHS State of California, Continental Tire)

Microsoft Outlook /Exchange Support (AAA)

Provided 24/7 on call support for the datacenter as a Lead Operator/Supervisor Role (Continental Tire)

Responsible for training, guidance, and scheduling of shifts for 10 computer operators (Continental Tire)

Handshaking of Desktops to PLCs

Education

Bachelor of Business Administration, Management Information Systems

University of Cincinnati, OH

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