Thyrone Ike Ellison (Ty)

*** ***** ****** **** ***

Long Beach, CA 90802

562-***-****

Vaccinated and not with any other agency

adx2m1@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/tyrone-i-ellison-a8531960

Career Summary:

Summary: IT Service Desk Analyst, tickets, phones, IT Requests, Application troubleshooting

Career Goal: A full-time position as a Manual QA Analyst or Manual QA Engineer

Intratek for Los Angeles Housing Authority HACLA 03/05/18-10/01/2022

Job Title: HACLA IT Service Desk Support II

Supported SLA requirements by dispatching tickets on time and using good judgement.

Provided wow customer service and IT support to HACLA members by using phones, email, and direct messaging. Job ending 09/30/2022 may extend until the end of 2022.

Worked with minimal down time and excellent attendance with few missed days of work.

Provided VDI support throughout the pandemic and helped in the training room in-person during the pandemic helping people login, unlocking accounts, and resetting passwords.

Worked with the Applications department, IT and HACLA staff regarding Oracle, Yardi, Windows, and Elite (Emphasys) issues. OnBase SAML and Cloud Applications.

Informed infrastructure and the entire team of outages and created master tickets for processing. Resolved tickets when outages were completed.

Helped users navigate through the Office 365 login sign in process and issues for Outlook, Excel, Word, and Teams, Zoom, Go To Meeting.

Configured active directory to transfer users to different departments or to update individual or multiple records

Directed and informed HACLA members regarding new IT requests needed, processing requirements, and ticket generation. Created custom tickets for any ITRF needed.

Expedited urgent requests for processing and notified management regarding critical issues, VIP’S,

Remoted into PC’s, Surface Pro’s, and Thin Clients via IP, Splashtop, or VmWare admin console for hardware, software, and network or application Issues over the phone.

Front Desk support technician provided troubleshooting, configuration, and deployment support for Cell or Surface Pro’s phones in-person and over the phone.

Deployed equipment, moved, installed, connected computers, monitors, and peripherals.

Updated inventory and room numbers in RF Track for assets & RF Track Admin.

Supported XEROX/HP printers by mapping, restarting, and identifying issues.

Worked a portion of 9404 ITRF requests and was a part in processing 91250 tickets.

Manager Michael Killingsworth Supervisor Todd Stinson HACLA Manager Luis Yataco

Veteran’s Administration Long Beach, CA TEK Systems El Segundo, CA 9/17-3/18

Job Title: National Enterprise IT Service Desk Technician

Telephone Tier 1 IT support.

Expedited direct patient care tickets. Processed 2744. Passed certification test with 85.5%. Averaged 32 calls per day. Ranked 17th out of 40 agents. Provided Tier I technical support and administrative assistance via phone and/or remotely for over 370,000 Veterans Affair employees and contractors. Validated users with SSN. Held a High Risk/Public Trust position Security Clearance with 10-year verification. Answered calls with Cisco Finesse software using Jabra device. Remoted in using Skype for Business.

Kelly Services ALEKS Corporation (Temp) 7/17-9/17

Job Title: Customer Engagement Associate for Alex Software and Connect Math

Telephone Customer Support for Teachers, Students, Parents, and Children. Artificial Intelligence Software Aleks for McGraw Hill in Irvine, CA Contact manager David Ho

Software Resources for Herbalife (Temp) 4/17-6/17

Job Title: Customer Service for order support and processed volume points.

June 2017 for Jamaica and Samoa and USA. Mon-Saturday 7am-4pm.

Christina Krivickas — Office Manager Software Resources

Employer: Middleby/Lynx Grills, Inc. 2/15 - 3/17

Job Title: Customer Service Representative for Lynx Grill parts and SmartGrill WIFI Grill

Averaged 33 clients per day and made a total of 9956 calls for the year

Responded to all heavy inbound calls for Lynx WIFI SmartGrill and Lynx WIFI Smoker.

HR Farah Marinero

Employer: Amtec for Balboa Digital (Temp) 1/15 - 2/15

Job Title: Lead Verification Specialist for virtual internet call center from home (Remote).

Employer: Amtec for HGST (Hitachi) Santa Ana, California 9/12 - 1/15

Job Title: Tech Support II at Hitachi Global Storage Technologies and G-Technology

First level support for HGST hard drives supporting Photographers, Video Editors. Mainly supported external hard drive and Touro Backup users. Operated during the graveyard shift Midnight to 9am. Received 10-25 calls per night. RAID Storage and Data Recovery, Adrian Cutler manager.

Education

Passed - CompTIA IT Fundamentals and 901

NAVY, Military 2 Years Advanced Electronics Radar Training 5/95 – 05/97

ITT Gilfillan Radar Systems Van Nuys, California Project Management 3/03 - 3/08

1993-1994 Tuskegee University Business Administration attended one Year

1993 Graduated American High School Karlsruhe, Germany Diploma

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