Systems Analyst Customer Support
Resume:
Work Experience
Systems Analyst
***************@*****.***
Birmingham, AL, 35214, USA
Terrance Quarles
Systems Analyst
JM Smucker McCalla, Alabama
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Provide hardware and application support for internal and remote users. Onboard and offboard users, manage deployments, document SOP via Sharepoint. Direct escalations as needed. Duties include support for Windows, Office 365, Active Directory, and various Third Party Applications
I am also responsible for in-service training for new and current employees. Aug 2023 Present
Systems Analyst
UBS Wealth Management Nashville
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Support both branch and remote users of Market Data trading applications, including Thomson One 5.0 and Consult Works. As well as standard MS Office applications such as Outlook and Excel. I also manage the ticketing queue as well as monitor non-resolved issues for possible SLA violations. If, nearing violation this SLA is not being met it is my responsibility to follow it to resolution or have it escalated to the proper group for escalation.
Jul 2019 Aug 2023
Systems Analyst
Cognosante LLC Nashville
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Worked with team members to improve performance and implement training updates. Provide support to Enterprise Service Desk analysts. This support is in the form of assistance with complex Responsible for controlling call flow and maintaining low response times. application troubleshooting as well knowledge of company policy and procedure.
Apr 2019 Jul 2019
IT Operations Analyst II Team Lead
METRO NASHVILLE INFORMATION TECHNOLOGY SERVICES Nashville
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Identify and solve technical issues with a variety of diagnostic tools. Provide customer support via telephone or remote utilities for all desktop hardware and software currently in use across multiple departments of Metro Nashville Government. Customer support includes troubleshooting and resolving issues related to MS Windows, MS Office, Server 2012, Exchange, Active Directory as well as department specific applications such as EBS, ESS, and InFor. Jul 2005 Mar 2019
Field Technician
DELL COMPUTER CORP
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Diagnosed and repaired hardware, software and system issues. Delivered and set up computers, copiers and other ESI - related equipment. Recommended system-level hardware and software installations. Completed logs and reports according to established policies and procedures. Jun 2002 Mar 2005
Core Skills
Active Directory, Cisco, Security, LAN, Microsoft Exchange, Remote Access Software, Help Desk, Systems Analysis, Microsoft Windows, Software Troubleshooting, Network Support, VPN, WAN, SQL, Sonicwall (3 years), ServiceNow (3 years), Authentication (10+ years), Microsoft Dynamics 365 (3 years), Customer service, VMWare Education
Austin High School -
Diploma
Aug 1988 May 1990
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