Technical Support System Analyst
Resume:
Fednol Presume
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Summary
I am a technology industry leader with a strong focus on achieving results. Throughout my career, I have been at the forefront of IT solution designs, specifically in the realm of cloud-based applications. With over twenty years of experience in infrastructure and application analysis, I have consistently contributed to the advancement of organizational objectives and development. I am a highly motivated professional who excels at understanding and employing new technical concepts to successfully accomplish project objectives. Additionally, I have a proven track record of implementing technology and application systems that promote efficiency and cohesion within teams, ultimately assisting in the achievement of company goals.
Professional History
City of Bridgeport, CT
ITS Support Manager/ Computer System Analyst 2013 - Present
In this role, I am responsible for overseeing all IT functions, including managing the data center, establishing and maintaining vendor relationships, providing technical support, overseeing application development, monitoring financials, and planning for disaster recovery. I have successfully achieved cost savings in operations management through careful measurement and analysis. Additionally, I contribute to the acquisition process when necessary.
One of my main focuses is aligning the IT team with various departments in order to develop business expertise and improve the quality and responsiveness of our support services. This is especially important as we receive over 250 monthly support tickets from our 2000+ employees. To ensure efficiency, I work towards establishing clear Service-Level Agreements (SLAs) and contracts.
I make it a priority to follow the federal special publications IT guidelines published by NIST, ITIL, CISA, CJIS, OMB, and other relevant authorities. These guidelines serve as tools to effectively manage technology and meet federal audit standards. Additionally, I actively participate in monthly meetings held by The Multi-State Information Sharing and Analysis Center (MS-ISAC) and Cybersecurity & Infrastructure Security Agency (CISA) to stay informed about cybersecurity alerts and exploits, and to further my knowledge in all areas of IT.
In my role, I strive to inspire trust and respect among the team, while also promoting productivity in the workplace. I make informed decisions on hardware and software purchasing to optimize productivity, and I also schedule staff training to enhance their skills.
Task Consistency – Daily Activities
Take ownership of ticket issues raised by Service Pro and ensure prompt and thorough resolution.
Collaborate with clients and customers (including individuals who use or receive our services or products, both internally and externally) to assess needs, provide information or assistance, resolve problems, or meet expectations. Maintain knowledge of available products and services and strive to deliver high-quality outcomes.
Identify and evaluate problems, ensuring the accuracy and relevance of information. Utilize sound judgment to generate and assess alternatives and make informed recommendations.
Communicate information effectively to individuals or groups, considering the audience and nature of the information. Deliver clear and persuasive oral presentations, actively listen to others, read nonverbal cues, and respond appropriately.
Apply specialized knowledge by reviewing design documents, performing testing for new functionality, and identifying and resolving defects.
Participate in the change request management process, documenting and sharing responses with C-Level Management.
Conduct accurate and thorough analysis on new program applications, including testing and problem-solving and Increase capacity of Virtual machines in a cluster from azure management portal
Provide support for operating systems, utilities, and desktop deployment (Win10: 1000+ systems, Server: 75+ systems).
Stay updated on and evaluate emerging technologies and enhance existing systems.
Troubleshoot and resolve issues related to Windows 10/11 operating systems, Windows Server 2016-2019, Microsoft Office 365/Azure, internet-based applications, IP phones/iPhones, and various software applications both internal and external.
Identify and analyze hardware, software, and network-related problems based on City of Bridgeport standards.
Support clients in utilizing their desktop equipment through instructions and informational interactions.
Assess hardware and software for Cob platforms.
Management and Tier 3 support. Desktop Engineering, O365 Support Co-management in hybrid Azure environment.
Execute implementation plans, report problems, and perform other implementation tasks as required.
Ensure optimal daily performance of computer systems.
Maintain detailed records of daily activities, addressed issues, and remedial actions taken.
Inspect equipment and review order sheets to prepare for delivery to users.
Provide support to all city employees across various departments and offices.
Cigna – Bloomfield, CT
Infrastructure Operation Control Specialist (Consultant) 5/2010 – 7/2013
Providing technical support for desktop issues after software deployments.
Troubleshooting network connectivity problems and monitoring network performance.
Testing and maintaining network infrastructure, including software and hardware devices.
Configuring and managing printers and drivers.
Migrating operating systems from Windows XP to Windows 7.
Providing in-person training to employees on new applications.
Assisting with laptop locking and unlocking procedures.
Managing user permissions in Active Directory.
Installing local printers and Troubleshoot and check status of services in Azure management portal.
Troubleshooting issues with Exchange email server in cached mode.
Performing hardware repairs and maintenance.
Supporting a user environment of 7500 individuals with over 200 weekly visits.
Using MS Lync for communication with administrators and technicians.
Preparing PCs for deployment using PXE Boot, LAN, and DNS management.
Troubleshooting and optimizing network components like hubs, switches, and routers.
Assisting in the development, configuration, installation, and maintenance of network systems.
Working in the IMAC department to set up equipment for new hires and manage changes for existing users.
Providing remote assistance to users through Remote Desktop and VPN software.
Demonstrating excellent time management and organizational skills.
Implement Azure Load Balancers to ensure workload is properly balanced between Virtual Machines.
Education
School of Engineering & Math Studies (Haiti)- 1986
New York College of Technology, Brooklyn, New York 1997
LAS Degree/Computer.
Queens College New York 2001(Math Studies)
Per Scholas, Bronx, N.Y. 2008-2009
Certificate-Computer Technician, Life Skills, Server, Cisco
CompTIA 2008-2009
A+, N+
Dell Foundation 2009 – 2010 (15 Certifications in workstations and Servers)
Azure 800 - Office 365 Admin - Microsoft 2012, 2016 - Network Fundamentals
CUNY School of professional studies
Project Management
Rochester Institute of Technology - 2017
Cybersecurity Fundamentals
Rochester Institute of Technology - 2019
Computer Forensics
Rochester Institute of Technology - 2021
MicroMaster in Cybersecurity
Microdoft Office 365 Administrator
FedVTE (Federal Virtual Training Environment)
Cisco(CCENT)
Continuous Monitoring as a Service (CMaaS)
Cyber Awareness Challenge 2019
DNSSEC Training Workshop
Election Official IT as Manager
Government Cybersecurity Requirements:
NCIC & CJIS Certified
The Multi-State Information Sharing and Analysis Center (MS-ISAC)
Cybersecurity & Infrastructure Security Agency (CISA)
Certified Manager Training (Connecticut)
Volunteer Experience
Insight Chase/Wamu Conversion
•Performing software and hardware migration.
Life of Hope
•Teaching computer literacy
Comp2kids
•Distribute 500+ computers to students.
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