Business Analyst Technical Support

Daniel Wicker

**** * ********** ***, **********, WI 53220

************@***.*** / 414-***-****

https://www.linkedin.com/in/danielwicker/

Professional summary

I am an IT professional with nearly 30 years of experience in the field of technology.

I have displayed expertise in implementing technology, troubleshooting technical issues, providing technical support, managing teams and always striving to implement strategies to improve system performance and user productivity.

My diverse experience includes roles as a Senior Business Analyst, SharePoint/Microsoft Office 365 Administrator, Application Analyst, Google Workspace/LumApps Administrator, Web Designer (UI/UD)/Front-end Developer, Unified Communications Analyst, A/V Technician, SQL Report Writer, EMR Application Analyst, IT Service Desk Team and Operations Team Leader, Desktop Support Technician, Telecom Administrator/Technician, and Network Administrator.

I also have extensive knowledge of customer service, sales management, training, telecommunications and network administration.

Experience

Element 6 IT Consulting, 2023

Business Analyst SharePoint Administrator Microsoft Office 365 Administrator Application Analyst

•Led SharePoint Online Intranet design, administration, maintenance and application support

•Developed and managed user accounts, and groups

•Developed and managed content databases and site collections

•Provided SharePoint Tier 3 support

•Maintained system security and stability, addressing any issues related to performance, availability, or capacity

•Created and maintained documentation for SharePoint policies, procedures, and user guides

•Provided training to end-users and ensuring the effective operation of the SharePoint environment

•Supported Microsoft 365 productivity tools such as Word, Excel, OneNote, Outlook, PowerPoint, Power Apps, Project, Visio, Forms, Bookings, Teams and Lists

•Developed and managed user accounts, and groups

•Provided technical support and troubleshooting issues

•Trained users on best practices and new features

•Experience with Windows Server, Active Directory, Azure and SQL Server

•Provided technical support for multiple banking and business applications including Fiserv DNA

The Cydio Group, 2022

Business Analyst SharePoint Administrator Google Workspace/LumApps Administrator

•Led SharePoint Online Intranet design, administration, maintenance and application support

•Set up and managed user accounts and permissions

•Developed and managed content databases and site collections

•Worked with developers to deploy custom SharePoint solutions

•Provided SharePoint Tier 3 support to end users

•Maintained system security and stability, addressing any issues related to performance, availability, or capacity

•Created and maintained documentation for SharePoint policies, procedures, and user guides

•Coordinated with network administrators, systems analysts, and software engineers to assist in resolving problems with SharePoint framework, databases, and other software

•Provided training to end-users and ensuring the effective operation of the SharePoint environment

•Supported a LumApps Intranet with integration for Gmail, Docs, Drive, and other Google applications, one-click publishing from Google Docs to the intranet

•Consolidated company news, updates, and policies in one central employee portal

Ascension Technologies, 2003 - 2021

Senior Business Analyst SharePoint/MS Office 365 Administrator Google Workspace Administrator Web Designer (UI/UD)/Front-end Developer Unified Communications Analyst A/V Technician SQL Report Writer / EMR Application Analyst IT Service Desk/Operations Team Leader

•Led SharePoint Online Intranet design, administration, maintenance and application support

•Provided SharePoint Tier 3 support to end users

•Maintained system security and stability

•Coordinated with network administrators, systems analysts, and software engineers to assist in resolving problems with framework, databases, and other software

•Provided extensive end-user training

•Assisted in migrating the entire organization from MS O365 to Google Workspace and from a SharePoint intranet to LumApps

•Analyzed Google Workspace usage patterns and gathered user feedback to identity optimization opportunities

•Designed company intranet using HTML5/CSS3

•Conducted comprehensive user training for Adobe Contribute content management system (CMS)

•Implemented Google Analytics to optimize digital strategies

•Creative design and maintenance of web forms with conditional logic

•Experience with design software such as, Adobe Creative Cloud applications, Photoshop, Illustrator and Dreamweaver

•Served as a system administrator with a concentration on products including Microsoft Teams, Google Meet, Chat and Google Voice, Zoom, Polycom Skype, Adobe Connect, and AT&T Connect

•Designed and implemented of network and UC infrastructure projects

•Performed planning, testing, implementation and maintenance for AV equipment

•Worked closely with major vendors in implementing technology such as Poly, Cisco, Crestron, Extron, Biamp, Logitech, Shure and Sennheiser Audio

•Provided extensive training on video conferencing procedures and best practices

•Developed complex SQL-based EMR reports

•Conducted thorough application testing

•Managed the IT service desk team to meet the service level agreements (SLA)

•Monitored network and system performance

•Maintained system backup storage for file server based systems

•Led team operations, ensuring seamless system backups and network connectivity monitoring

Cascio Interstate Music, 1997 – 2003

Desktop Support Technician Telecom Administrator/Technician Network Administrator

•Led hardware/software installations, refreshes and desktop support

•Implemented IBM AS/400 mainframe server optimization strategies

•Optimized network performance and streamlined telecom systems

•Developed comprehensive IT/Telecom training programs, user manuals and guidelines

•Administrated, maintained, monitored Rolm/Siemens telecommunications system

•Responsible for moves, adds, changes, system maintenance and backups

•Troubleshoot hardware/software, cabling, wiring and cross connects and interact with vendors for technical resources to voice and data problems

•Responsible for inventory of all voice, data and wireless equipment

Education

Greenfield High School 1980 – 1984

Wisconsin Conservatory of Music 1984 – 1988

ITT Technical Institute, Greenfield, WI 1989-1991

Associate in Computer/Information Technology Administration and Management

Licenses & Certifications

Help Desk Institute (HDI) May 2004

Certified Help Desk Analyst II

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