Business Analyst A Team

**** ********* ***** **********, ** ***** 708-***-**** *********@*****.***

Years of proven and demonstrable experience in supporting desktop infrastructure.

Proficient with managing system upgrades and data migration.

Demonstrates a collaborative approach in high-pressure environments, ensuring seamless IT operations and user satisfaction.

Technical Skills

Operating Systems: Windows XP, Windows 7, Windows 10

LAN /WAN Technologies: TCP/IP Troubleshooting; Network Installation

Hardware: Troubleshooting/Repair Installation; Printers; Wireless Connections; Mobile Devices

Desktop Technologies: Microsoft Office 2000/XP/2003/2007, Active Directory, SCCM, SAP

Education

CHICAGO STATE UNIVERSITY, Chicago, IL

BS Computer Science

CompTIA A+ Certification, 2012

Professional Experience

Becton Dickinson( BD )

Onsite Support –Engineer

November 2024- Present

Analyze incoming service requests and assess their priority according to department policy

Thoroughly and efficiently query incoming service requests to ensure sufficient information exists

Ensure timely resolution and appropriate documentation on all service requests

Provide clear and frequent communication via the ticketing system to end-users throughout the issue resolution process

Maintain video conferencing software and equipment to ensure maximum uptime for end-users

Perform on and off-boarding processes including end-user training for new employees

Assist in hardware deployment, replacement, and maintenance activities

ExxonMobil Joliet Refinery Channahon Il

Executive Support /Business Analyst / Stockroom Coordinator

July 2019 –November 2024

Streamline PC deployment processes, reducing setup time, enhancing all productivity through efficient image loading to company standards

Orchestrate meticulous logistics for PC and peripheral devices, detail-oriented maintaining accurate inventory and ensuring equipment availability,

Troubleshoots and resolves PC incidents and/or VIP requests providing end-user support request fulfillment using Service Now

Ensures tickets are always updated until issues are resolved. Oversee logistics management for PC’s and other devices for inventory accuracy within SAP & Service-Now

Diagnosed and repaired hardware and software issues on laptops computers.

Setting up new user accounts and distributing hardware. Triage and manage tickets

Resolves and closes incidents/service requests as per the procedures & allocated timelines.

Illinois Department of JUVENILE JUSTICE - Saint Charles, IL

CTE Educator/Teacher

June 2018 to July 2019

Provide individual, small-group, and whole-class instruction

Actively engage with students in educational activities, connecting students to the appropriate resources and tools, and monitoring student progress.

Creatively combine traditional learning methods with technological supports that foster student engagement and achievement.

Introduce Microsoft office power point and excel to students

(Signature Consultants) Tellabs / Coriant Warrenville IL

Desktop Engineer II May 2016 – May 2018

Demonstrate excellent customer service by supporting software application for end users via phone and desk side support. Manage incoming user request utilizing help desk tracking software.

Configured printers and installing devices at end-users ‘locations connecting all peripherals

Installed and configured company standard software for Dell / Lenovo/ HP Desktop & Laptops with company image, building user profile on each system

Post image configuration. Perform a variety of pre-deployment, deployment, and post-deployment tasks of a technical nature including asset verification, hardware upgrading Documents, processes, and procedures to accomplish task objectives including backup/restore of user’s data

Document each inventory of all cascaded products, shipping, and deployment of equipment.

Remote troubleshooting to field user supporting company hardware

Ability to effectively prioritize work and communicate with users on all levels

(Crosspoint Technology Inc ) Molex Lisle IL

Desktop Analyst February 2016- May 2016

oResponsible for data migration of systems from Windows 7 to Windows 8 and Office 365. Reimage machines with bit locker and anti-virus software.

oUpdate the knowledge base for users on recurring problems with distribution sheets.

oDemonstrate excellent customer service by supporting software applications for end users via phone and desk-side support. Manage incoming user requests utilizing help desk tracking software.

oSetting up new user accounts and distributing hardware. Triage and manage tickets

Signature Consultants) Tellabs Warrenville IL

Desktop Engineer l July 2015 – December 2015

Reimaged machines according to company standards with pixie boot environment

Responsible for data migration of systems to newly reimaged systems and devices with bit locker, anti-virus, and backup software.

Replaced bad computer components with updated hardware from the manufacturer, including laptop keyboards, hard drives, memory, and docking stations.

Escalation of logs when necessary, sent outside vendors for repairs.

(APEX SYSTEMS) BMO Bank, Naperville IL

Desktop Analyst October 2014 - March 2015

Provided support for large-scale Windows 7 migrations project transitioning client devices from Windows XP to Windows 7 and provided first and second-level support to end users.

Provided the installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and software within guidelines. Utilized Dameware for remote users.

Reimaged machines according to company standards with pixie boot environment.

Imaging computers using SCCM

(TEK Systems) Exelon/ ComEd, Chicago, IL

Computer Support Technician February 2014 - October 2014

Provided support for data migration project converting devices from Windows XP to Windows 7 utilizing USMT. Upgraded mobile devices with new certificates and updated MAS 360.

Provided desktop support for users with migrated data on new computers making sure accounts were accessible and applications worked for all devices.

Used HEAT ticketing system to address users’ concerns/problems.

Provided post-migration support to several hundred employees.

Demonstrated great customer service by supporting software application for end users via phone and desk side support. Documented and train customers on common issues resolution.

(AME Group) Franciscan Alliance, Hammond IN

IT Analyst / Field Technician March 2013 - Nov 2013

Supported 7 hospitals by providing computer and network support with corrupt VPNs, faulty cables, etc.

Floated to various sites within the system to provide peripheral and software application support.

Reset passwords with All-Scripts EMH /EPIC - backing up user profile and data.

Utilized HEAT ticketing system to support business needs and operating units.

Re-imaged machines with corrupt hard drives, physical damage.

Diagnosed and repaired hardware and software issues on laptops computers.

Provided memory upgrade installation and Windows OS support/applications.

THORNTON TOWNSHIP HIGH School, Harvey, IL 2005- 2011

Program Director

Grant-funded program (Illinois Steps Ahead Gear Up)

Created a student tracking system database for program success

Managed a functioning computer lab including maintenance of hardware and software

Supervise after-school tutorial academic enrichment program by conducting weekly seminars

Recruited, mentored, and supervised youth participating in after school program

Facilitated weekly life skills workshops for participating students

Tracked overall progress of students throughout the year; maintained relationships with teachers and parents

FCEA, Inc., South Holland, IL, March 2001- June 2005

Program Coordinator

Grant-funded program (Abstinence Education Program)

Set up equipment for employee/student use, performing or ensuring proper installation of cables, operating systems, or appropriate software

Maintained and organized files of documents, correspondence, publicity, and contracts

Established partnerships with local school districts and community organizations

Facilitated workshops at various elementary and high schools to promote abstinence education

Coordinated and facilitated all activities including transportation, facilities, and participation

PEGASYSTEMS, Chicago, IL, July 1999 - January 2001

Program Analyst

Provided technical support and resolved production issues for customers using the Pega-RULES.

Responsible for phases of projects including design, testing, and maintenance.

Coordinated user support efforts and crafted solutions to complex problems.

Established and maintained positive customer relationships.

Solved end-user problems in a production support capacity.

Elijah Bowman

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