Desk Analyst It Specialist

Matthew Petrone

**** ****** ** *-****: *******.*******@*****.***

Nashville TN 37214 Cell Phone: 615-***-****

Overview

Information technology professional with over 20 years of experience in providing exceptional service in the following areas:

Project Management, Network Planning, Implementation, & Administration, Professional Training and Development, and Team Leadership and Management

Education and Certification

Associates Degree

Illinois Central College

Completed 1990

Bachelors Degree in Management

University Of Illinois

Completed 2003

A+ Certified Technician

Comptia

Completed 1998

Microsoft Certified Professional

Microsoft

Completed 1999

Microsoft Certified Systems Engineer

Microsoft

Completed 2004

Six Sigma Green Belt

Completed 10/2018

Agile

Completed 3/2023

ITIL

Completed 2017

MCSA Office 365

Microsoft

Completed 11/2016

Summary of Computer Skills

Skill

Skill

Software Type

Software Packages

DOS

Data Backup & Disaster Recovery Administration

Office Productivity

Microsoft Office, Word Perfect, LotusNotes

Windows 95 Kernal Client Operating Systems (95,98,ME)

Cisco Switches and Access Points

Issue Ticketing Systems

Remedy, Commit, AutoTask,TaskFire, Service Now, Samanage

Windows NT Client Operating Systems (NT 3.5, 4.0, 2000, XP, Win7, Win10)

Smartphone & Blackberry Devices

EMR and Healthcare Software Products

Cerner, Eaglesoft,Meditech, McKesson, CPSI, HMS, Ecube

Windows Server OS (NT 4.0, 2000, 2003, 2008, 2012, 2016)

R/F Networking

Data Backup and Disaster Recovery Software

ArcServe,Veritas, Acronis, Shadowprotect

Avaya and ShoreTel hone Systems

Mobile Computing Devices

Antivirus and Security Software

Norton Antivirus (Several Versions), Trend Micro, McAfee

PC Configuration and Deployment

Building Security Systems

VPN

Nortel, Cisco VPN, Juno

SAP

DVR Systems

Facility Access Control Software

Winpak

SQL Server (Certified in SQL Administration)

Kronos Payroll Systems

Web Server Administration

Azure Cloud Computing

Scripting (VB Scripting & Batch Files)

MS Exchange Server

Install and Configuration of Point of Sale Equipment

Technical Writing and Documentation

Cloud Services

Azure, AWS

Microsoft Sharepoint

Office 365

Office 365 Administration

Citrix

AS 400

LINUX

Active Directory Administration

Ghost Imaging Software

SCCM

Non IT Related Skills

Payroll Administration

3 years

Human Resources

8 months

Purchasing

3 years

Safety and Security Administration

4 years

Project Management

3 years

Travelling Site Deployment

2 years

Multiple IT Site Management

4 years

Project Management Experience

Warehouse Site Infrastructure Design and Implementation:

CEVA Logistics:

Designed and Implemented the Network Infrastructure for 3 separate Warehouse Facilities.

Managed Budget, Timelines, Resources and Labor in order to achieve the Milestones and Goals required to bring the facilities to full operational readiness in a timely manner.

Asset Inventory Project:

Performed at Hopedale Medical Complex, Bridgestone Firestone, Eagle Global Logistics

Implemented a Plant wide Inventory and asset tracking system. Developed a multi-level asset tracking system using both software and hard copy tools.

Windows XP Rollout Project:

Performed at Bridgestone Firestone (2002)

Oversaw the loading and deployment of new PC systems as well as the upgrading of existing systems in order to attain compliance with the requirements of the Windows XP Operating System on a facility wide basis

Network Planning and Implementation Project:

Performed at Hopedale Medical Complex (2000)

Replaced a limited AS 400 terminal network with a fully functional, multiple platform, facility wide network utilizing Windows 2000, UNIX and AS 400 platforms. Built over ninety PCs from the component up, loaded them with Windows 2000 Professional as well as Office 2000 Professional and other applications Set up Windows 2000 Server Domain Controller. Administrated and supported network, printers. Provided hardware & software user support for all issues in all three platforms

Exchange Server Implementation Project:

Performed at Hopedale Medical Complex (2000)

Implemented and administrated a Exchange 5.5 Mail Server that provided e-mail, scheduling, and other services to users through Microsoft Outlook.

User Education Project:

Performed at Hopedale Medical Complex (2000)

Conceptualized, developed curriculum, implemented and taught classes in the User Education Program that successfully gave the users at the facility the abilities they would need to fully use the PCs that they were being given.

Taught classes on such subjects as Basic Computer Usage, E-mail and Internet Usage, Office Products (MS Word, Excel, Power Point and Outlook).

Supervisory Experience

Supervised teams of Technical contractors as well as vendor personnel.

Supervised lower level technical staff for multiple sites.

Functioned as Second and Third Level Support for remote sites

Was a team leader at Ruppman Marketing for the 3Com account. Oversaw the training, and performance of five technical analysts

Was also a technical trainer for new technicians entering the 3Com account.

Have supervised small groups of contractors on several occasions (Bridgestone, Hopedale Medical Complex, CEVA Logistics )

Was the Lead Moderator for a group of more than ten agents on the Charter Account

Professional Work Experience

Capgemini 9/2022 to Present

Job Duties:

Senior Consultant

Wrote all the documentation and trained most of the Moderator Staff

Presided over the WebEx Meeting Room

Managed Ticket Assignment and Workflow

Provided support for agents and Charter Personnel

Served as an interface between Charter and Capgemini Personnel

EFC Systems 11/2021to 5/2022

Job Duties:

Infrastructure Analyst

Process Tasks using AutoTask System

Hardware, Software and Network Support

Server support and updates

Supported Point of Sale and Credit Card Machines

Server support and updates

Cognosante 9/2019 to 11/2021

Job Duties:

Service Desk Analyst

Process User Requests using the Samanage System

Troubleshoot issues as needed

Resolve and Document Issues as needed

Provide Hardware/ Software/ Network Support

Fresenius Healthcare: Contractor 2/16 -4/17 Full Time Employee: 4/17 to 8/19

Job Duties:

IT Specialist 2/2016 to 8/2019

Utilized Med Review System to grant users access to the various clinics at Fresenius

Processed Access Requests to grant users access to various Active Directory Groups

Process User Requests using the Remedy System

Administration of the Remedy System for User and Access Requests

Preformed SAP Administration and Reporting

Preformed TMS Administration and User Account Creation

Process User Requests using the Remedy System

Troubleshoot issues as needed

Resolve and Document Issues as needed

Provide Hardware/ Software/ Network Support

Provide Support for Office Product and Office 365 Product

Escalate Issues to the appropriate Teams

Process User Requests using the Remedy System

Troubleshoot issues as needed

Escalate Issues to the appropriate Teams

Complete Work History Available Upon Request

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