Desktop Support Analyst
Resume:
Tracy Overstreet
Nashville, TN
Desktop Support / IT Support Analyst
***************@*******.***
PROFESSIONAL SUMMARY
Desktop Support Engineer with over 20 years of system and network background. My experience includes supporting both Windows workstations and servers, as well as integrating wireless switches and controllers. I also have almost 12 years troubleshooting and configuring RF guns and Zebra printers. On a personal level, I find joy in interacting with others and helping solve their technical problems. My background includes experience in the following:
Hardware:
Systems: HP/Compaq, Dell, and IBM
Servers: Microsoft Server 2000, 2003 and 2008, 2010 and 2012-R2 Administration
Network: Switches/Routers, Cisco Meraki security appliance and Cisco WAP’s, SonicWALL Firewall
Telephony: ShoreTel, Mitel and Polycom IP phone systems
Software & Operating Systems:
O/S: Windows 95, XP, Vista, 7, 8, 10, iOS
Server O/S: Windows Server 2000-2012-R2
Other Software: Citrix, MS-Exchange, iManage, DocsOpen, Worldox, Symantec Ghost, MS-Office 2000-2016 & 365, Comparite, Equatrac, Right Fax, Lotus Notes, Trendmicro AV server and end user, Symantec BackupExec, TimeSlips, Service Desk and ConnectWise ticketing, VMware and VSphere, Active Directory, Exchange, ServiceNow, InTune
EDUCATION
Nashville State Technical Institute, Nashville, TN
Associate of Science in Computer Technology,
PROFESSIONAL EXPERIENCE
Oak Street Health / CVS, TN-IL 2/2023-11/2024
TN Technical Support Representative
Responsible for 5 OSH Healthcare Clinics in Tennessee. 4 Clinics in Memphis, TN and 1 clinic in Knoxville, TN. When not in clinics, I worked remotely from home supporting Doctors, RN’s Users across clinics across in the US.
Install/Update/Maintain computers, laptops, printers and phones. HP/Dell
Configure/update and maintain medical equipment. (MRI, EKG, Retnaview and Dickson Covid temp software and thermostats.
Service Now ticketing system for updating and closing user requests.
Assist HR with new user orientations. (100-200 users once a week)
EMR software Greenway and Canopy
Specialty Care LLC, Brentwood, TN 2022-2023
IS Help Desk Support Analyst
Backup and image HP laptops, MS Surface Pro and Desktop hardware.
Remotely from office, support over 2000 mobile Healthcare employees via Bomgar remote software.
Service Now ticketing, InTune, Azure, MS and Google Authenticator, Citrix, Cisco AnyWhere VPN, Office 365, Teams, Zoom and Jabber
Technicolor / HES, LaVergne, TN 2021 – 2022
IT Support Analyst
Maintained Ricoh, HP, Zebra, SATO and networked Canon copiers.
Troubleshot and repaired RF Motorola scanners, Samsung tablets and ProGlove scanners.
Service Now ticketing, Splunk, Coupa, InTune MDM, SCCM, Office 365 L1-L3
WMS Softeon, hardware software, installation and maintenance
AS400 support for printing.
Upgrade workstations to Windows OS 20H2
Vanderbilt University Medical Center, Nashville, TN 2018 – 2021
IT Support Analyst
Maintained Samsung, HP, Brother, Lexmark, and Canon networked printers.
Troubleshot and repaired Zebra Label printers.
Supported 7 buildings at VUMC Campus, ensuring that all printers were functioning properly on the network.
Provided supported for EMR software: EPIC and eStar.
Tracked issues in the Pegasus Ticketing system.
Advanced Composites, Nashville, TN 2017 – 2018
Desktop Support Analyst
Supported users with warehouse hardware issues including Zebra scan guns and label printers.
Diagnosed software and hardware issues for internal users.
Migrated users account information, documentation, and software during O/S upgrades.
Performed imaging and backup of local workstations.
Responsible for troubleshooting user login issues in active directory.
Standard Candy Company / Standard Functional Foods Group, Nashville, TN 2011 – 2017
Desktop Support Analyst
Provided phone support for technical issues including password resets and troubleshooting software issues.
Supported / troubleshot Motorola/Zebra hand scanners and label printers.
Maintained servers, workstations and provided Help Desk support for a 125+ user network.
Migrated users account information, documentation, and software during O/S upgrades.
Assisted in evaluation of Help Desk software and all server software to maintain security and daily administration of user and email support.
Performed imaging and backup of local workstations.
Maintained Verizon contract and cell phone setup/distribution.
Maintained and Migrated Mitel/Inter-tel phone system and switch to Shoretel.
Assist in hiring an in-house staff to eliminate external support.
DiversiCare Medical Management Services, Nashville, TN 2010 – 2011
IT Support Analyst
Managed user/machine accounts in Active Directory.
Setup Remote Desktop Connections, Configured Cisco Switches, Cisco WAP’s and Netgear Firewalls.
Performed imaging and backup of local workstations.
Configured, installed, and assisted in training for EMR, Electronic Medical Records installation project.
Migrated users account information, documentation, and software during O/S upgrades.
Traveled every other week to Texas, Arkansas, Kentucky, Ohio and West Virginia installing ELO’s routers and WAP hardware, and assisting during software training.
Det Distributing Company (Miller Coors Distributer), Nashville, TN 2008 – 2010
Systems Administrator
Administered 80 user Exchange 2003 Server, workstations, Avaya VOIP phone system, website and all cell phones, services, and contracts.
Supported users with warehouse hardware issues including Zebra scan guns and label printers.
Performed imaging and backup of local workstations.
Migrated users account information, documentation, and software during O/S upgrades.
Managed PDA Palm devices used for ordering.
Managed data connections between remote offices and all contracts related to technical services.
Network Solutions Group Nashville, TN 2005 – 2007
Network Analyst
Installed and maintained networks primarily for law firms, title companies and high-profile clients. Install and maintain firewalls Sonicwall and Watchguard.
Performed imaging and backup of local workstations.
Migrated users account information, documentation, and software during O/S upgrades.
Added/configured Citrix console and end support end-users. Configure, troubleshoot, and maintained Dell servers, printers, and workstations.
Installed routers, switches, network hardware, cabling, and software. Setup and repair on laser printer and copiers.
Maintained Database and hardware for South Central Bell Directory Assistance. Monitor, terminal, and circuit board repair.
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