Technical Support Analyst

Christopher Minikon Jr.

*** ******** **** ** **********, GA 30052 267-***-**** **********@*****.***

Summary

●Over 15 years of technical support experience with multiple PC operating systems

●Prolific problem solver who is passionate about providing excellent customer experiences

●Excellent communication and interpersonal skills » Technical Proficiency

●Microsoft Office Certification: MS Access, Word, PowerPoint & Excel

●Remote Access: PC Anywhere / VNC /Office 365/Bomgar certificate

●Personal Computer Setup and Installation / Desktop support

●Programming Languages: Network + / Java/ C++ / Visual Basic

Experience

Advent Health, IT Analyst

June 2024 - Present

●Provide support for all inbound calls for employees in the Advent Health Hospitals

●Reset password in the software Controlled Access Utility(Active Directory)

●Remote into customer computer using Citrix receiver app

●Rebuild profile for employees in Microsoft Outlook

WellStar, Senior Support Analyst

March 2016 – September 2023

●Key responsibility: Configuration, management, maintenance and installation and support of internal IT systems

●Proficiency with Microsoft Windows operating systems and applications, including Microsoft 365. Experience using an IT ticketing and service management platform and troubleshooting

●Provide support for all inbound/outbound calls for employees in the Wellstar community for tech support and Office 365 to reset password, verify domain and add users in Active Directory

●Configuration and installation of laptops and desktop, email, server support, provide remote support with VPN (Virtual Private Network) to remote users

IT Support Specialist at Dexis (Contract through Aerotek)

April 2015 - January 2016 (9 months)

●Investigate, analyze and resolve complex support requests with internal and external customers via phone, email, chat, and remote control/assist software

●Provide fast response and maintain a high level of professionalism at all times

●Troubleshoot several DEXIS products and take ownership of customer issues

●Resolve all issues in a timely manner

Technical Support - Tier II at Wolters Kluwer, CCH Small Firm Services

October 2014 - March 2015

●Key responsibility: Provided remote technical support to clients of the firm’s proprietary tax software

●Provided customized support for CCH ProSystem software conversions to newer tax software

●Managed data store rollover from previous year to current

Technical Support Analyst at Comcast

March 2008 - September 2013

●Key responsibility: Provided root-cause analysis and remote technical support PC related issues

●Coached customers through the installation of hardware/software and networking components on their personal computers and also held a leadership role

●Remove viruses from customer pc and made suggestion on which virus protection to obtain

System Support Analyst - SSES at Marriott International

February 2007 - March 2008

●Key responsibility: Ensured optimal uptime for facility’s LINUX servers and IT infrastructure

●Subject matter expert for AIX/LINUX servers, including security, users’ access, backups and maintenance

●Lead team-building exercises and mentored subordinate analyst issue management

Help Desk Specialist at Rodney Scott Information Systems

March 2004 - December 2005

●Key responsibility: Assisted customers with a program called SIP, which is a schedule input program to upload their products or services to the GSA Advantage website

●Remotely assisted with verification of the current software version

●Made suggestions on how each product, pricing was displayed accurately on the GSA website

Languages

Korean (Limited working proficiency)

English (Native or bilingual proficiency)

Education

Colorado Technical University

Bachelor of Science (B.S.), Information Systems, 2013 – 2017

Strayer University

Associate of Science (A.S.), Computer and Information Sciences and Support Services, 2002 – 2004

Certifications

Microsoft Office Certification

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