Support Analyst It
Resume:
JARED A. MADDOX SR.
**************@*****.***
Summary of Technical Qualifications
15+ years of IT industry experience
Level 1 and 2 technical support
Directly involved in 4 successful migration projects, including a 7000+ end user Windows XP migration
Quick learner, excellent communication and organizational skills
Excellent project management skills
10+ years providing support to senior executives and management in various industries
Applications Supported:
Hands on use and knowledge of: SalesForce,SQL scripting,(current classes)Windows 10, XP and 7 operating systems, McAfee, Norton and Avast virus protection, PC Anywhere, Cisco Jabber, Cisco Spark, Cisco WebEx, Netmeeting, Dameware, Tivoli, VNC and Bomgar remote access software, Safeguard, Symantec, EFS and PGP encryption software, Remedy, Magic Service Desk, Track-It, Tivoli, Seibel, ISM and VHD ticketing software, ServiceNow, Outlook, Outlook web and Lotus Notes email applications, Android, Blackberry and IPhone devices, Internet Explorer, Google Chrome, Firefox, Opera, and Safari web browsers, Norton Ghost, IBM SMA (System Migration Assistant), Acronis and Paragon pc imaging software, Microsoft Office 95-2013, Microsoft Active Directory, Novell GroupWise, and Blackberry BES server network directory tools, RSA SecurID, Mainframe (RACF), Citrix Metaframe, Zen Works, Bloomberg, Reuters, WebSphere, Knowlix, Oracle architecture. Also knowledgeable of video conferencing and web page development.
Experience
6/2021-Present
Lenovo
Premier Support Analyst
Provided after hours support to Lenovo Premiere warranty holders
Accurately identified, diagnosed and remotely repaired all issues via Teams or other remote software
Gave status of warranty repair items
Documented all ticket items via ticket online ticketing systemii
Worked with procurement staff to purchase hardware and software.
Gave itemized recommendation for replacement and new Lenovo laptops and desktops
Provided users with update for back ordered or late arriving shipments of equipment
8/2020-3-2021
Zensar @ Cree Campus
Level 2 Deskside Support Analyst
Accurately tested, identified, repaired, resolved, and documented end user technical issues regarding desktop support, printers, iPhone, BlackBerrys, and LAN cable drops
Provided 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
Provided Infrastructure administration functions
San and NAS storage configuration
VOIP and Cisco Phone troubleshooting
Worked out of hours when required and to provided out of hours on-call support cover as required
Troubleshooted and resolved software issues; reimaged computers/hard drives
Backed up and restored settings and associated systems administration activities
Took ownership of issues through to resolution on all appropriate requests.
Categorized and prioritized end user support requests and service requests by utilizing ServiceNow ticketing system to track tickets and provide up-to-date status and information.
Moved equipment associated with escalated help desk incidents and service requests
Performed asset inventory activities as needed
Trained and oriented staff on use of hardware and software.
LAN/WAN local network troubleshooting
Recommended and / or performed upgrades on systems (Workstations & Printers) to ensure longevity.
Worked with procurement staff to purchase hardware and software.
9/2018-7/2020
Biogen (contract position)
RTP, NC
Deskside Support Analyst
Accurately tested, identified, repaired, resolved, and documented end user technical issues regarding desktop support, printers, iPhone, BlackBerrys, and LAN cable drops
Provided 1st line IT support services to the business community ensuring that all requirements are met within agreed service targets
Provided Infrastructure administration functions
VOIP and Cisco Phone troubleshooting
Windows migration and configuration of 1500-1600 Lenovo T470 from Windows 7 to Windows 10
Worked out of hours when required and to provided out of hours on-call support cover as required
Troubleshooted and resolved software issues; reimaged computers/hard drives
Backed up and restored settings and associated systems administration activities
Took ownership of issues through to resolution on all appropriate requests.
Categorized and prioritized end user support requests and service requests by utilizing ServiceNow ticketing system to track tickets and provide up-to-date status and information.
Moved equipment associated with escalated help desk incidents and service requests
Performed asset inventory activities as needed
Trained and oriented staff on use of hardware and software.
SAN storage configuration
LAN/WAN local network troubleshooting
Recommended and / or performed upgrades on systems (Workstations & Printers) to ensure longevity.
Windows and Mcafee encryption
Worked with procurement staff to purchase hardware and software.
1/2018-6/2018
Blue Cross Blue Shield (Contract Position)
Durham, NC
Executive Support
Provided Executive Technical Support assistance to Executives, their administrators and the Board of Trustees having hardware- and software-related problems with their supported desktop, laptop or IOS and Android devices.
Resolved local area networking issues to ensure connectivity to the Corporate network
Worked with the Infrastructure and Messaging teams as necessary to resolve incidents.
This support was provided in a timely manner in accordance to published SLAs while maintaining a high level of customer satisfaction.
2-2014- 12-2017
Credit Suisse (Contract Position)
RTP, NC
Global Support Desk Analyst
Provided after hours support to senior executives in the Asia-Pacific region (time differential)
Providing phone and remote support to Credit Suisse employees globally, using HP and Lenovo desktops and laptops
Administering user accounts for UNIX, Mainframe (RACF), RSA, AD, Blackberry, My Mobile, MyDocs and others using Putty, ACE Administrator, Active Directory, BlackBerry and GOOD servers
Use of ServiceNow (SNOW) ticketing system to properly route tickets
Support of all workstation software including MS Office 2010, Outlook, Lync, My Access and NTPA
VOIP and Cisco Phone troubleshooting
Assisting user with remote workstation connection via My Desk application
Troubleshooting problems with all Citrix applications
EDUCATION
State University at Old Westbury, Major: Psychology/ Minor: Communications
Chanute AFB Technical School, Jet engine maintenance
Series 7 Federal Exam
Salesforce training (Cisco Systems)
SQL Scripting class (11/2017-present)
Dell, IBM and HP Warranty Basics Certification
Biogen Gowning training
References
Bunmi Adeyemi, GSD Manager
Credit Suisse
*****.*******@******-******.***
Paul Halter, Executive VP
Clear Underwriters, LLC
*.******@**************.***
Melvin Mattocks Jr., Engineering Manager
Wyndham Worldwide
****************@*****.***
3378 Tarleton West
Durham, NC 27713
inkedIn: www.linkedin.com/pub/jared-maddox/58/b73/563/
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