System Analyst It Specialist
Resume:
Barbie Walker
IT Specialist (System Analyst) – Application Development
Duncanville, Texas, United States
***********@***.***
WORK EXPERIENCE
IT Specialist (System Analyst) – Application Development
Internal Revenue Service
Dallas, Texas, United States
With minimal supervision, I provide level one workstation technical support to end users in my department. The support that I provide includes installation, upgrades, maintenance, and issue resolution; ensuring that users have hardware, software, and network connectivity To minimize downtime and impact on customer performance and/or deadlines, I ensure all system upgrades are monitored and that I am available to provide support to my customers. Establish and maintain effective lines of communication with end-users to ensure continuity of the department’s computer systems. Collaborate with and inform Management of critical issues. I respond to tickets timely by ensuring that my customers are contacted once they submit a ticket for service to be performed. I not only make initial contacts informing them that I am working on their ticket, I also keep them informed along the way as I work on their ticket until their problem is resolved. My tickets are accurately and timely documented from the time I get them until they are closed by ensuring that the appropriate Project and Update/Resolution is well documented. Management can easily follow the path of progress on any ticket. I work closely with my customers to improve their level of support; I maintain and track computer asset information by ensuring that all assets are assigned and updated timely. I resolved all tickets promptly to prevent delays. I troubleshot software problems (that result from installation) of moderate in nature to complex with the common packages used in the organization. The installation and maintenance of software includes controlling current versions in use and future releases of application software. Follow local and national security policies and procedures ensuring efficient and highly responsive service and issue resolution; assist in identifying, diagnosing, recording, dispatching, coordinating, resolving, and escalating issues in accordance with service level agreements. I work with manufacturer representatives to solve problems with defective or malfunctioning equipment. Serve as liaison with vendors to resolve upgrade and maintenance problems Take strategic steps to prevent virus infiltration by ensuring that all connected computers are running anti-virus software and that virus definition files are updated as needed. Work with manufacturers’ representatives to solve problems with defective or malfunctioning equipment. I served as a liaison with vendors to resolve upgrade and maintenance problems. I was also responsible for the yearly certification of Assets under my control. The assets are maintained on a national database. Performs computer, software, and network troubleshooting to identify and diagnose usual problems Maintained a test lab for users to use for testing software before it gets deployed . EDUCATION
-Current
El Centro College
Dallas, Texas, United States
El Centro College Dallas, TX
-Current
Brookhaven College
Farmers Branch, Texas, United States
Brookhaven College Farmers Branch, TX
-Current
Northlake College
Irving, Texas, United States
Northlake College Irving, TX
-1979
South Oak Cliff High School
Dallas, Texas, United States
South Oak Cliff High School 1979 Dallas, TX
SKILLS
Technical Support Problem Solving Skills Network Connectivity Systems Administration/Management Computer Systems Identify Issues Service Level Agreement (SLA) Anti-Virus Software Network Administration/Management Analysis Skills Customer Support/Service Systems Analysis Software Development Information Technology & Information Systems Test Lab Time Management Viruses Testing Computer Workstations Software Administration Asset Management Computer Software Software Installation Communication Skills Computer Maintenance Help Desk LANGUAGES
English - Intermediate
WORK AUTHORIZATION
I am authorized to work in the following countries:
• United States
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