Help Desk Analyst

Antwan Grant

Killeen, TX 904-***-**** ***************@*****.***

Professional Summary

United States Army veteran and experienced Healthcare Operations Manager transitioning into IT, leveraging a strong foundation in leadership, technical problem-solving, and team coordination. Skilled in medical logistics, compliance management, and emergency operations, with proven expertise in troubleshooting and optimizing critical systems under pressure. Demonstrates a solid understanding of IT and software fundamentals, supported by programming skills in Java, HTML, and Python, and proficiency in Microsoft Office 365 and Google Workspace. Committed to continuous learning and development through a Bachelor of Science in Computer Software Engineering. Holds an active Secret security clearance, ensuring trust in managing sensitive information and systems. Ready to apply exceptional organizational and technical abilities to deliver top-tier support in a help desk analyst role. TECHNICAL COMPETENCIES

Microsoft Office 365: Outlook, Word, Excel, PowerPoint Google Workspace: Gmail, Calendar, Contacts, Meet & Chat Google Drive: Docs, Sheets, Slides

Programming Languages: Java, HTML, Python

Experience

UNITED STATES ARMY Various Global Locations

Medical Operations Supervisor

April 2014 – Present

• Directed cross-functional collaboration to improve operational workflows, fostering efficient communication and rapid resolution of critical challenges, skills transferable to IT support roles.

• Developed and implemented risk management protocols, ensuring system reliability and minimizing disruptions, aligning with IT incident and problem management practices.

• Led high-pressure operations, including troubleshooting and providing tactical solutions in dynamic environments, enhancing team performance and operational success.

• Supervised training programs for junior personnel, creating comprehensive curriculums to ensure adherence to industry standards, akin to onboarding and supporting end users in IT environments.

• Optimized supply chain logistics and inventory management for assets valued at $1.2M, showcasing proficiency in tracking and maintaining essential systems critical to organizational operations.

UNITED STATES ARMY Various Global Locations

Medical Training and Development Coordinator

May 2018 - 2020

• Developed and implemented comprehensive training programs that enhanced team proficiency in advanced procedures, paralleling the creation of technical documentation and user training resources in IT support.

• Designed and facilitated training initiatives, integrating modern techniques to prepare personnel for diverse and dynamic challenges, transferable to onboarding and educating end users on IT systems.

• Led large-scale training projects, including certifying 200+ personnel through Combat Life Saver

(CLS) programs, showcasing project management and process optimization skills relevant to IT support environments.

• Collaborated with cross-functional teams to refine processes, ensuring continuous improvement in operational performance, akin to enhancing IT workflows and user support experiences.

• Provided mentorship and leadership to team members, fostering a culture of continuous learning and professional growth, critical in delivering exceptional help desk services and building user trust.

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• Collaborated on A/B tests, increased click-through UNITED STATES ARMY Various Global Locations

Health and Safety Specialist

April 2014 -May 2018

• Designed and implemented protocols to ensure safe and efficient operations, aligning with best practices for system maintenance and compliance in IT environments.

• Monitored and enforced regulatory standards (e.g., OSHA), demonstrating attention to detail and adherence to policies, transferable to managing IT security and compliance requirements.

• Trained and mentored personnel on emergency response procedures, enhancing readiness and problem-solving skills, akin to guiding end users through troubleshooting and IT incident response protocols.

• Strengthened operational efficiency and safeguarded team performance by proactively identifying and mitigating risks, relevant to identifying and resolving IT system vulnerabilities and issues. Education

Bachelor of Science (B.S.), Computer Software Engineering Western Governors University In Pursuit Skills & abilities

• Risk Management

• Compliance Auditing

• Training Development

• Data Analysis

• Patient Education

• Programming Languages

• HIPAA Compliance

• Process Improvement

• Stakeholder Engagement

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