Support Analyst Ii

Sharon Nitchals

Deskside Support Analyst II

New Brighton, MN 55112

**************@*****.***

linkedin.com/in/snitchals2016

Professional Summary

Result driven Senior Support Analyst skilled at defining client issues and resolving quickly without escalation. Over 10 years of knowledge and experience in the support of Windows OS software and hardware with outstanding client satisfaction. Ability to communicate effectively to all levels in an organization in a clear, concise manner using non-technical terms easily understood and followed.

Skills

Service Now, Remedy and Jira incident management

Microsoft 0365 Office

Active directory Users and Computers

Windows ODBC Admin Console

Application installations and support

Snowflake drivers and user roles

SAP HANA Client and Studio

Technical documents comprehension and creation

Software diagnosis for complex issues

Remote support for offshore virtual clients and bots

IBM dB2

Oracle Client

Toad Data Point

IBM iSeries and ACS

Work History

05/2016 to 12/2022

Deskside Support Analyst II

Pomeroy IT Solutions Inc./ McKesson Corporation – Plymouth, MN

Imaging and deployment of pc systems for over 300 customers to transition to Work from Home during Covid shut down

Supported over 1000 users for software, hardware and network issues

Incident management using Service Now ticketing system, exceeding all goals for service level agreements

Collaborated with product owners in packaging and testing of IBM ACS and Sybase SQL Anywhere and other applications for SCCM Software Center for customer installations that enabled unassisted installations by users

Subject Matter Expert for all internal database ODBC configurations and applications used to import data

Communicated on daily basis with all levels of customers by email, chat messages and phone for time critical issues and updates on unresolved incidents

Troubleshooting for IBM ACS installations and user set up of emulators

Maintained strong relationships with key executives and department directors and managers

01/2014 to 01/2015

Help Desk Technician

Target Client Support Center - Target Corp. – Brooklyn Park, MN

Analyzed issues to identify troubleshooting methods needed for quick remediation.

Provided basic end-user troubleshooting and desktop support.

Patiently walked individuals through basic troubleshooting tasks.

Compiled and accurately entered data for each customer encounter to record in Service Now incident ticketing system

Installed, modified and repaired software and hardware to resolve technical issues.

07/2012 to 08/2013

IT Technician

Northwest Communications Co-op – Algona, IA

Sales and service for computers and mobile phones

Performed troubleshooting and repaired peripheral devices such as printers, scanners and routers

Managed system-wide operating system and software deployments as well as related software upgrade problems.

Used diagnostic tools to identify hardware failures and replace non-functional components.

Recommended new and replacement hardware and software purchases.

Explained technical information in clear terms to promote better understanding for non-technical users.

Education

05/2012

North Iowa Area Community College 500 College Dr, Mason City, IA 50401

Associate of Science and Business/ Information Technology

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