It Support Analyst
Resume:
Frank S. Garduno ITIL v*
**********@*****.***
www.linkedin.com/in/frankgarduno
Tech Support Analyst
AREAS OF EXPERTISE
IT Support Analyst Tier 1& 2
Relational databases
Project Management Exp
ChatGPT fluent
Application Support
12yrs.Healthcare /Pyxis BD
Collaborates with team
Centric perspective
Six Sigma / SaaS
HUYABIO International
IT SUPPORT ANALYST 03/2021 – Jan 2023
Serve as an Professional IT Specialist provides comprehensive IT, hardware and software support, and
systems administration, as well as management of the company’s Intranet site and cloud-based file system, which
includes various applications. This role also facilitates the transition of all HUYABIO’s global sites/employees into an
integrated collaboration workspace (MS SharePoint/O365/), establishing uniform IT policies, workflow, security, and
compliance. The job is to identify, prioritize, troubleshoot and resolve incoming IT requests/issues, ensuring all employees’ and company’s software, hardware, file storage, and security demands are met with an appropriate sense of urgency. This role requires the ability to find your own solutions to a wide array of concerns, understanding the interdependencies between users, applications, data and systems. Some infrastructure and server support will also be required. Reset user windows passwords.
Responsibilities:
Provide onsite and remote computer, device, and network support, including technical training with the ability to support domestic and international end users (USA, Ireland, Japan and China)
Comprehensive hardware and software implementation, installation, configuration, monitoring, troubleshooting, and issue resolution
Admin experience within MS Office 365/SharePoint /Implement and maintain SharePoint networks
Enterprise/business decisions and settings for compliance, file access, provisioning environments for teams
and external collaborations
Use advanced knowledge of all Microsoft Workstation and Server OS and Applications: Windows 7/10, MS Office
2013-2016, MS Server 2008 (R2), Outlook Mailbox management, Active Directory administration
Establish, support, and ensure compliance with HUYA’s global IT and Security policies
(Preferred) manage and maintain routers, layer 2/3 switches, other networking devices: LifeSize Cloud VC system,
Responsible for staging iPhones
Help support, manage, and improve VMWare server infrastructure (virtual servers, VMware)
Monitor file server backups and cross-train on any disaster recovery plans (Veeam, CrashPlan)
Use Dell SecureWorks portal to evaluate and act on real-time network vulnerabilities, potential security threats,
malware, and viruses
Manage and track “inventory” of hardware, and software licenses: monitor all computers, control remotely with
ScreenConnect
Oversee and collaborate with consultant IT Support teams in Asia to provide consistent issue/request resolution as
well as IT policy/security/device monitoring
Update, validate, and distribute IT policy, compliance standards, software usage guidelines, training materials, and
technical SOPs (Standard Operation Procedures)
Performs other duties as required. This is GxP covered position and understand the Company’s standing SOPs.
PROFESSIONAL EXPERIENCE
UCSD HEALTH PMO 08/2019 – 03/2020
IT Support Analyst
Served as an It Professional / Information Technology Systems Analyst providing front-line primary technical support to end-users on various technical services issues and problems relating to Clarity PPM software. Followed department policies and logged cases in Case Management ServiceNow. Used communication skills with leadership to demonstrate our call flow innovation. Was accountable for documenting and resolving service tickets in a timely manner regarding the Clarity PPM Software also used knowledge base. Utilized enterprise applications Confluence and IT Strategy working experience, Interfaced with the PMO team and clinical customers. Worked in Change Management focusing on strategic direction, budget development, data analysis, and data initiatives. Partnerships and collaboration with technical trainers to ensure the process is cemented throughout the different teams but also worked independently. Was Admin for SalesForce adds, deletes verify account. Formal training in Best Practices and time management skills.
Accomplishments included:
Provided exceptional customer service in person, via phone and email as appropriate, 13-18 calls per hour.
Resolved help desk issues including troubleshooting hardware and software issues.
Performed user Project Management duties.
Communicated with stakeholders and Utilization management on troubleshooting issues.
Advance knowledge of business and process analysis functions.
ARRIS / COMMSCOPE 10/2015 – 05/2019
Support Engineer
Problem-solving skills in performing diagnostics, data analysis, and statistical analysis on complex digital satellite receivers from Fortune 100 companies. Utilized SalesForce for contract confirmation and email, PeopleSoft and BNC Systems.
Collaborated with Programmers and Project Engineering on reoccurring problems. Utilized knowledge base when troubleshooting, interfaced with stakeholders on all software development lifecycle phases to include Marketing, Engineering teams, and Field Operations. Experiments were performed to duplicate the reported problem quickly to meet deadlines for Root cause reports were produce while meeting SLA. Key accomplishments include:
Provided 100% support with high customer satisfaction in a 24 Hour 7/24 Call enter.
Received top scores in Customer Satisfaction for four straight years for my engineering team.
Led Digital Satellite Receiver Product Firmware version tracking project to successful end.
Documented support processes and procedures for Digital Receiver product line.
Authored Secured System Access documentation project for various products.
PYXIS CORPORATION / CARDINAL HEALTH/ CAREFUSION 05/1997-10/2015
IT Support Analyst Tier 1 and Tier 2
Problem-solving, managed, and triage 15 incoming calls per hour, regarding technical malfunctions on Med Tech Systems by quickly identifying and performing remote diagnostics problems and troubleshooting to find timely resolutions, we were service-oriented. Had insight on repeated problems were documented and sent to hardware engineering. Handle multiple tasks on a daily basis. We were a 24-hour call center, so everyone had to be flexible. Triaged calls Via email or incoming phone call determined if it was a user, electro-mechanical hardware, electronic, software, network, or application issue. Collaborated with Healthcare, Hospitals, Interface Engineer, Hospital IT Department or dispatched Field Service Technician. Managed HL7 interfaces, utilizing process analysis and design methodologies in legal, regulatory, ethical, managerial and organizational, principles, and standards for outpatient and acute general hospitals and health systems. Contributed to the design review and Engineering Design of the Electro-mechanical / electronics MS4000 Medstation. Fred Pryor and Franklin Formal Training in Time Management skills, Interpersonal skills, Best Practices, Inventory Control. Troubleshoot IT applications with 3rd party vendors.
UNISYS 05/1982-06/1996
Field Service Manager
Oversaw 14 Field Service Engineers FST, that delivered world class service to customers. Within a designated geographical territory. Managed FST overtime, work schedules and customer assignments. Managed maintenance contracts scheduled continuous improvement training for FST. Reviewed car stock inventory, Management team, including machine availability, customer service, logistics costs, unplanned service rate, and monthly machine visits, Complete any necessary field machine servicing when no other resource is available to do so. Respond to critical partner support issues or contract requirements as necessary, including providing new partner training and support, Manage the consumable and spare part inventory for the local market, maintaining systems to track receipts and picks of material. Schedule and execute planned and unplanned service calls around the new market area in a timely fashion. Lead troubleshooting efforts for machines (training will be provided). Perform machine installations and preventative maintenance. Train and support partners on equipment maintenance and troubleshooting.
EDUCATION & CERTIFICATIONS
B.S. Information Technology, University of Phoenix – 2 more classes 12/2023
CompTia Network Security + Certification Syo-401 02/2015
EC Council Certified Ethical Hacker Ethical CEH V8.0 09/2015
Certified Information System Security Professional CISSP Training 02/2017
United States Air Force Honorable Discharge Held Secret Clearance
Six Sigma Lean (SSL) Yellow Belt Certified
TECHNICAL CAPABILITIES
Hardware: IBM/MAC PCs, UNYSIS Mainframe, POS, Citrix, IBM Mainframe, Client/Server, LAN/WAN, Cisco Routers and Switches, Printers, IPX/SPX, NetBEUI, TCP/IP, SNMP
Op Systems: MS-Windows Windows 8/7/Vista/XP, Mac OS, Linux, MS-DOS
Software: MS-Office- Microsoft Word, Microsoft Excel, Microsoft PowerPoint, MS-Project, MS-Visio, Adobe Premiere Elements, Adobe Photoshop, Adobe Lightroom, iMovie, iPhoto, MS-Front Page 2000, Flash, Macromedia Dreamweaver for developing web content, Author ware, MS-SharePoint, XML, Novell's Netware, Novell, Veritas, Norton Antivirus, CA Internet Security Suite, Clarity/Broadcom, Apache, Oracle app support. Familiarity with CSS and basic markup language formatting and HTML, Visio
Databases: ServiceNow, Jira, Confluence, Salesforce, Intuit QuickBase, SAP, MS-Access, Siebel Front Office, Oracle, PeopleSoft, XP Systems, Open Source, SAP, Advance Help Desk, Remedy, Peregrine, Star Team
Support: RDS, Token, RSA, VPN, PCAnywhere, TeamViewer, analyze log files Ultra Edit,
Notepad ++ SQL, HTML, Python, Wireshark, Kali Linux, Splunk, Retail, Mobile, Wiring, Vending,
Information Technology, Information Technology System Inventory, Dining, Desktop Systems,
Customer services, Sales, Parts ordering, Replenishment controls, Other experience Install software, meeting deadlines, computer software, ITIL, Active Directory, DHCP, DNS, VPN, VoIP, Cisco Routers
Applications: SaaS, Active Directory, Group Policies.
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