Desktop Support Analyst
Resume:
Aaron Christopher
Raleigh NC
**********@*****.***
PROFESSIONAL SUMMARY
Computer systems programmer and Communications Specialist - Military Veteran with 22 years of proven experience in maintaining 100% accountability of property. Former US Air Force Technical Sergeant who has a comprehensive background in supervision, logistics, and critical thinking derived from conducting multiple domestic operations and global operations in Afghanistan, Iraq, and Korea. Provide networking/desktop support and perform mainframe and account-maintenance tasks. Maintained over $69,000 in inventory levels with zero discrepancies. Troubleshoot windows and Allscripts medical applications used by hospital clients. Manage user accounts on EHR, Touchcharts and SCM (Sunrise Clinical Manager). Experienced in various ticketing systems such as CA Service Desk, ServiceNow and ConnectWise. Elevate incidents that cannot be resolved on initial call to the appropriate support. Maintained SQL and Oracle database. Applied security measures and organization of information. Completed Bachelor of Science degree in Information Technology as well as Air Force Career and Development courses. Area of expertise include:
●Supervision
●HTML Coding
●Troubleshooting
●Strategic Planning
●Training / Development
●Microsoft Dreamweaver
●Multi-Tasking
●Administration
●Microsoft Troubleshooting
●Computer Networking
●Java
●MS Endpoint
●VMWare
●MS Azure
●Computer Hardware/Software
●VMWare
●Computer Hardware/Software
●IOS
●SQL Server Database
●Powershell scripting
●MS Office365 Admin
PROFESSIONAL EXPERIENCE
HCL 23 November 2021 – 29 January 2023
Tier 2 Remote Support, Cox Communications
●Provided next level support for tier 1 support; edit and documented existing incident tickets in Service NOW
●Monitored and troubleshoot Avaya OneX, ICOMS, Solution Center applications and Azure
●Pushed and installed needed software for new hires and existing Cox employees
●Use power shell and command prompt scripting to remove programs and install updates on user machine
● Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handhelds
● Strong Microsoft Operating System installation and troubleshooting skills
●Managed 50 onsite user accounts/profiles through Microsoft Azure and Microsoft
Endpoint
●Imaged workstations and added to Autopilot using Powershell; Migrated workstations from local domain to Azure domain
●Guided and assisted users with Microsoft Authenticator; enabled secure access to needed applications
Oxford University Press 15 February 2021 - 23 November 2021
Desktop Support
●Maintaining an inventory of installed software licensing and creating policies and procedures for upgrades
●Monitored IT inventory by using and documenting incidents and request via Service NOW ticketing system
●Installed applications and image desktop and laptops; enabled user to work from home more efficiently
●Monitored and directed the installation of wireless access points; improved coverage for warehouse workers
●Works with network teams in identifying network issues, data restoration and data storage
●Documented best practices for application installs for a more efficient process
●Knowledgeable on hardware, network protocols and software
●Desktop support responsibilities include operating system builds, fault diagnosis and management of open tickets within the call logging system
●
Allscripts 26 March 2018 - January 2021
Service Desk Support Analyst
●Create and maintain documentation as it relates to installation, configuration, and processes, for all systems, including voice and video
●Maintain user accounts and provide security/access through Active Directory.
●Installed VMware for user working remotely; enables user access to network for physicians, nurses and other hospital personnel
●Monitored VDI user machines and reset user connections to VDI servers when user connection freezes.
●Work with third party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
●Desktop support for on-site of 250 employees, including clinicians, clerical and administrative employees
●Monitored System Access Forms (SAF) for new users and existing users
●Mapped shared drives and network printers for end user computers for optimal access
●Followed security measures for user identity and safeguard sensitive patient information
●Communicated highly technical information to both technical and non-technical personnel
●Allscripts applications Touchcharts, Touchworks/EHR; Monitored users accounts, expand user privileges when needed
●Monitor and managed Citrix server activity for end users, redirected user connections when needed
●Maintain 95% quality assurance rating; Maintain 70% first call resolve (FCR)
●Knowledge of current enterprise technologies; such as virtualization, web services, LDAP, databases
●Documented user reported incidents and request through CA Service Desk Manager and ServiceNow ticketing systems
HCL Technologies Jan 2017-Sept 2017
IT Help Desk Support
Provided help desk support for end users of Anthem Insurance.
●Unlocked user accounts and reset passwords; performed troubleshooting duties for end users
●Verified and maintained user accounts through active directory; issued SQL Hot IDs for qualified users
●Remotely troubleshoot and diagnose user laptop and desktop computers by using DameWare; Directed users on self-diagnosis.
●Remotely pushed software to user computer by using System Center Configuration Manager (SCCM); Pushed various software applications (Adobe, Adobe Acrobat, Microsoft office)
●Managed various insurance mainframes to keep user accounts current and functioning
●Received an average of forty-three calls daily; calls not resolvable at tier 1 level were escalated to tier 2 for resolution
●Knowledgeable and efficient in MobileIron application; Application enabled company issued iphones and ipads were performing efficiently
●Recent experience packaging applications and application updates using Flexera Admin Studio, Install Shield, or Wise Installer/Packaging Studio.
Piper Technologies May 2016- Nov 2016
Field IT Technician
Performed work orders for company clients, which included Food Lion, Sheetz convenient stores and others.
●Installed Point of Sales (POS) systems for 20 Food Lion stores, which were under a front-end renovation
●Oversaw store closings for 5 stores in the Maryland, Pennsylvania, and Virginia area; took inventory of POS equipment being transferred to new ownership and confiscated equipment with zero discrepancy
●Installed new patch panel in 5 Food Lion stores under renovation; increase connectivity for Point of Sales systems
●Installed workstations for manager use and training purposes for store employees
●Terminated CAT5 cable for computer and register use; achieved connection under a tight time constraint
●Installed network printers for Food Lion food stores; improved network productivity for employees and management; Installed, configured and supported network equipment including routers, proxy servers, switches, WAN accelerators, DNS and DHCP.
●Maximized network performance through ongoing monitoring and troubleshooting
United States Air Force – Various Locations Oct 1989 – Sept 2011
IT Specialist (SYSADMIN) Seymour Johnson AFB 2008-2011
●Provided support to over 3,000 users and contractors on a day-to-day basis
●Handled installation of over 40 different programs and software for users to support the mission.
●Provided on-site installation and repair on all component levels and help desk/remote technical support for hardware and software.
●Handled and submitted helpdesk work orders for 450 computers for 4th Communications Squadron
●Spearheaded system migration; began data migration from onsite database to a more accommodating database for various units/squadrons
●Active network defense; disabled 190 user accounts/eliminated 60--hardened network against intruder
attacks
●Skilled in designing and implementing complete life cycle client servers and database applications with various development tools and languages
●Works with systems using software methodologies such as distributed processing, systems networking, advanced information storage and retrieval, and management techniques.
●Noncommissioned Officer of the Quarter April-August 2010
Computer Systems Programming Yokota AB, Japan 2004 – 2008
●Created and maintained inventory for 1500 pieces of network hardware. Issued and track all components through hand receipt with zero discrepancies.
●Performed troubleshooting and repair on all circuit boards and battery packs throughout the squadron; saved squadron over $5K in replacement costs
●Created tables for SQL database for incoming Air Force personnel; made all alterations and updates and oversaw security measures
●Aided in configuration and implementation of secure wireless solutions that utilizes digital certificates to assist field service automation in deployed environments.
●Audited 6K+ active NIPR user accounts; coordinated deletion of 42 expired accounts--disabled remote hacking capability
●Developed standardized tools and interfaces in accordance with Air Force Network Operations (AFNETOPS) guidance to transform raw data into actionable C2 information.
●Harnessed capabilities of systems designed to collect, store, retrieve, process and display data to ensure information dominance.
EDUCATION / TRAINING
Civilian Education
Licensed in North Carolina in Health and Life Insurance
Colorado Tech University, Bachelor of Science Degree, Information Technology
Fundamentals in Database Systems
HTML
Structured Query Language for Data Management
Unix Fundamentals
Website Development
Operating Systems and Client/Server Environments
Military Education
NCO Academy
Airman Leadership Academy
Air Force Computer Systems Programming
Air Force Fitness Course
AWARDS
Air Force Commendation Medal
Air Force Achievement Medal
Afghanistan Campaign Medal
Korean Defense Service Medal
NCO of the Quarter Apr-Sep 2010
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