Desktop Support Analyst
Resume:
Detail-oriented Desktop Support Analyst. highly
skilled at software installation, upgrades, updates
and hardware replacement. Specialist in virus
removal and performance tweaks. Adopts helpful
and solutions oriented approach when
addressing specific user issues.
C O N T A C T
**************@*****.***
Philadelphia, Pa 19140
Hardware and Software Configuration Employee Computer Support
Desktop Partitioning Software
Read Technical Manuals
Creating SOPS JAMF (Obtaining Cert)
DORIAN
WILLOUGHBY
WORK HISTORY
April 2024 - Current
Production Control Analyst
Inpendence Blue Cross
Daily responsibilities will include opening ServiceNow requests for our team that include the following:
o Executing Unix scripts in the production environment, moving files between directories in production.
o Running SFTP scripts or manual SFTP to send files to our a vendors or our IFG server.
o Monitor space, CPU, and memory on our unix servers. o Cleanup or compress files as needed and contact Unix admins to help resolve issues on the Unix servers.
o Schedule jobs in the IWS application to run jobs in batch mode on a daily, weekly or monthly basis.
o DataStage administration consists of setting account permissions to projects, creating/updating parameters and cleanup of hanging PIDs.
o Rotate weekly to on call during day working with aborted job incidents contacting developers to resolve the abort. May need to Support the offshore operations to handle executing scripts for aborted jobs during off hours.
o Operations support monitoring ESM alerts, Active batch requests, and tracking account logons.
o Deploy new code to production through Service Now Request for Change(RFC) consisting of moving jobs manually or using the Stash/Jenkins application then running Unix scripts. o Disabling/enable Robot triggers for Server reboots o Perform password changes for the robot accounts monthly o Environment interfacing with Composer/Airflow, DataFlow, BigQuery and other applications as needed
JUN 2023 - APRL - 2024
Desktop Support Analyst
University Of Pennsylvania
On-site field support to Staff and, including installation, servicing and repairing of systems equipment
Assists in instructing customers, clients, students and staff - in the operation and maintenance of systems/equipment. Deployment Project Liaison for Clients and Staff
Performs analyses and prepares reports on system problem trends and issues
Performed testing of the final product and works with the client to assure that the product performed as planned
Performs or updates inventory weekly
Updates tickets and assignments according to established procedures
Participates in on-call rotation as assigned
Performs other duties as assigned.
O C T 2 0 2 2 - M A Y 2 0 2 3
Technology Services Administrator
Vanguard Charitable
Serves as a point of contact on simple and (triage complex) system and application issues for their staff and outside vendors; responds to, researches, and recommends resolution to issues in a timely manner; directs staff to appropriate resources for problem-solving or works with the management and the organization/vendors as necessary to implement appropriate course of action
Manages the ongoing preparation and ongoing maintenance of the documentation for both their applications and team processes, including changes and issues, procedures, system specifications,
technical documentation, training materials and user manuals and records management best practices
Supports with the maintenance of internal SharePoint and Confluence sites for the Technology Services Team
Coordinates and communicates all new hire onboarding's activities with the HR and managers to provide excellent service Delivering a smooth onboarding experience for both managers and new hires
Partners on behalf of the organization with vendors, their IAM, and business stakeholders to ensure access to systems are appropriately documented, audited, and maintained as the needs of the business evolve
Develops, implements, and monitors small project plans for Technology Services Team
Identifies deliverables, milestones, and tasks for the project(s) Updates schedule regularly and communicates with technology teams and other stakeholders
Plans and integrates schedule, resources, and deliverables with IT departments and vendors
Running reports from Incident and Problem management system to identify common issues and work with IT teams to identify and prioritize long-term solutions
Support various administrative tasks for Technology Services Team Provides excellent support to areas of the business for which you are the IT Advocate
Participates in special projects and performs other duties as assigned.
A U G 2 0 2 1 - S E P 2 0 2 2
Help Desk Technician
Petrochoice Lubrication LLC
Provided 1st and 2nd level hardware and software technical support Answered inquiries via telephone, email, in person, and ticket submission
Perform hardware and software maintenance and upgrades as required
Manage user accounts generation, user permissions, and access rights
Setup, manage, and troubleshoot various network (wired and wireless) connected devices
Prioritize and resolve issues or escalate to correct support team as necessary
Document problems/issues and user information in the ticket tracking system
Author problem resolutions in a knowledge management system Look for opportunities to automate repetitive tasks using tools like PowerShell and batch scripting
Evaluate resolutions and analyze trends for ways to prevent future problems
Perform daily, weekly, and monthly IT maintenance as required Provide relocation support for users who change locations in buildings or sites
Remote monitoring and desktop work using tools such as Bomgar, Remote Desktop, and Teams
Create, update, manage, and deploy PC images in support of tier 2 team when required
Install and manage security software including anti-virus, anti malware, and encryption
Provide end-user training and literature to reduce service desk demand for common issues
Monitored IT services utilizing various monitoring/performance tools and report issues as required
M A Y 2 0 2 1 - J U L 2 0 2 1
Active Directory Account Creator
Aramark
Responsible for the Account Creation/ technical support for levels 2- 3 of all internal employees and Vendors
Supporting creation of Active Directory Accounts
Majority of requests include but not limited to:
Active Directory, administering-resetting passwords and software support
Assisting Partnering help-desk teams with excessive call volumes during Europe Peak times
Utilizing Service Now ticketing systems, responding to high volumes of support tickets
Respond to internal employee inquiries in a timely and professional manner
Organized and Updated Citrix networks
M A R 2 0 1 9 - J A N 2 0 2 1
Help Desk Analyst Contractor
Thomas Jefferson University Hospital
Responsible for the technical support for levels 1 - 3 of all internal employees, Vendors, and Patients
Supporting our client's internal employees with basic technical support needs
Majority of requests include but not limited to:
Active Directory, administering-resetting passwords and software support
Assisting Partnering help-desk teams with excessive call volumes during Epic software implementation (Go Live's, Epic Down Times ETC)
Utilizing Service Now ticketing systems, responding to high volumes of support tickets
Respond to internal employee inquiries in a timely and professional manner
Use remote access to support software issues such as Microsoft Exchange, Windows and Hospital Applications such as: Epic, Xencore, Sunrise, Jeffconnect, Mychart
Support and troubleshoot VPN connectivity issues
Support and troubleshoot user network single sign on access Differentiating and reverting networking, security and Epic specific issues to the appropriate team
Deployment Project: Epic Hyperspace software and Hardware Roll out 2020
Deployment Project: Win10 – formatting Old Win7 devices Assisted in preparation of presentations, data tables and other documents for investor meetings.
S E P 2 0 1 4 - J U L 2 0 1 7
Customer/Computer Support Tier 2
Hotwire Communications
Responsible for customer direct support and teleconferencing with Staff members, HBS customers, and Hospitality customers directly Assisted with special projects and MOP's as needed via analyzing scheduled trouble tickets before their truck roll date for preventive measures of needing an onsite technician
Provided Tier 2 level support and assisted with inbound calls from Field Support Staff to assist with residential service activation and troubleshoot repairs as required
Handled direct inbound calls from Business Class, Residential and Hotel Hospitality customers to solve their concerns Served as Level 2 escalation point for residential customer inquiries, having documented written notes within the help desk tracking system
Analyzed scheduled inquiries with a focus on customer service resolution prior to scheduled appointment
Follow through with work-flow instructions from soup to nuts to ensure compliance
Handled CPE level Move/Add/Change/Deactivate orders for residential customers
Assisted with special projects, research, reporting and scheduled maintenance work as needed
Stayed up to date on software and hardware updates to optimize efficiency and productivity for management of clients. Maintained documentation and resources regarding problem resolution for reference in future instances.
J U L 2 0 1 2 - S E P 2 0 1 4
Customer Service Tech CAE
Comcast Business Class
Professional IT Customer Service providing support for enterprise level systems in a 24/7 environment, covering the Central Region of Comcast Business Class
Assisted Comcast users with technical assistance working in an inbound call center and monitoring the intake of call tickets and logging reports
Accomplished hardware expert with extensive background in builds, upgrades, and troubleshooting
Goal-oriented problem solver equally effective functioning independently or as part of a team environment.
Investigated and resolved customer inquiries and complaints quickly. M A Y 2 0 1 0 - J U L 2 0 1 2
Computer Support Specialist
School District of Philadelphia
Administered 2 separate Locations (Comm Tech Charter and Motivational H.S) school performance via PC and Macintosh Computers connectivity, information security, performance tuning and capacity planning
Performed troubleshooting and issued resolutions with cross functional IT teams and user groups
Installed and performed minor repairs to hardware, software, and peripheral equipment, following design or installation specifications Oversaw the daily performance of computer systems, set up equipment for employee use, performing or ensuring proper installation of cable, operating systems, and appropriate software Maintained records of daily data communication transactions, problems and remedial action taken, and installation activities Referred major hardware or software problems or defective products to vendors or technicians for service
Prepared evaluations of software/hardware, and recommend improvements or upgrades
Answered users' inquiries regarding computer software and hardware operation to resolve problems.
Culled technology knowledge to perform IT troubleshooting, restoration and maintenance services to maintain organizational performance levels.
Contact this candidate