Support Analyst Service Desk

Romany Hana

Current Location: Altamonte Springs, FL 32714

Work Authorization: USC

Phone number: 407-***-****

Email: ********@*****.***

Summary:

• Good experience providing technical support for Windows, (Laptops & Desktops) and Microsoft Office 365.

• Good experience Reimaging machines via SCCM task sequence.

• Hands on experience documenting IT tickets and resolution of the problem's in the ticketing system.

• Hands on experience updating Virtual Machines Tools and upgrade hardware to match hosts. Skills:

Operating systems: of Windows 7, Windows 10, Servers 2012 and MacOS Monterey. Software: Microsoft O365, Microsoft Azure authentication, Active Directory, AutoCAD, Citrix workspace, VDI, VPN, SCCM, Dame Ware, Visual Basics, HTML and SQL. Installing, imaging, PC refresh, racking, and configuring computer hardware, printers, scanners, wireless access points, connecting switches, and cable management. Education:

Bachelor of Science in Information Technology - University of Central Florida (UCF), Orlando, FL Certifications in progress:

Microsoft Azure Fundamental.

Security+

Professional Experience:

Orlando Health, System Administrator December 5th, 2022 – Present

• Monitor Commvault backup jobs and remediate failed jobs.

• Perform routine monthly security and software updates on windows servers.

• Reimaged machines via SCCM task sequence.

• Update Virtual Machines Tools and upgrade hardware to match hosts.

• Update Commvault agent, SCOM agent, and the Symantec security suite and Microsoft Defender.

• Monitor alerts and address as needed.

Orlando Health, Remote Support Analyst II/ Datacentre. July 3rd, 2020 - December 5th 2022

• Document trouble tickets using Service Desk ticketing system.

• Maintain Active Directory entries and services and apply group and security policies.

• Troubleshoot and resolve IT issues for staff and programs on day-to-day basis.

• Provide support on a variety of applications including EPIC, Sunrise, Affinity, SIS, and

• Pull and scan tapes associated to send off-site daily.

• Load tape libraries with tapes for Scratch Pool; new, returned expired, recalled for on-demand restores.

• Eject tapes from tape libraries in accordance.

• Working with Third-Party Product, Maintenance & Support Technical Partners.

• Review all IT policies with current and new staff members. Orlando Health, Service Desk I August 17th, 2017 – July, 3rd 2020

• Document trouble tickets using Service Desk ticketing system.

• Provided technical assistance in person, via phone, or remote access for the following technologies: Windows and (Laptops & Desktops) and Microsoft Office 365.

• Maintain Active Directory entries and services and apply group and security policies.

• Managed workstation and PC refresh.

• Document IT tickets and resolution of the problem’s in the ticketing system.

• Provide support on a variety of applications including EPIC, Sunrise, Citrix, and VDI.

• Assist with periodic computer asset inventory, disposal, and associated cost information. A2Z IT, Field / Technical Support Mar 2015 - Aug 2017

• Provide support monitoring help desk calls/support tickets and provide assistant courteously solving computer-related problems.

• Support field technicians while onsite with customers and assist in diagnosing issues.

• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, and appropriate software, including access to necessary peripherals.

• Record, track, and document the Helpdesk request problem-solving process, including all successful and unsuccessful decisions made, and actions are taken, through to the final resolution.

• Manage daily/weekly reporting as assigned.

• Maintain client confidence and protect operations by keeping information confidential.

• Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

• Follow standard processes and procedures.

• Follow up and make scheduled call-backs to customers where necessary.

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