Support Analyst It
Resume:
Lucas Jean
*** **** *** ****** #** New York, New York 10033
************@*****.***
https://www.linkedin.com/in/lucasjean/
Administration for Children Services 8/2021 – 7/2022
IT Support Analyst New York, NY
Managed and supported Windows services for clientele and clients
Configured and supported desktops, mobile devices and cell phones for end users
Provided visual support to potential users for remote users
Supported end users with their computer issues
Provided end user support with observance to metrics
Coordinated installs for end users
Troubleshoot problems as they occurred
Mount Sinai Health System 7/2016 – 7/2021
Applications Development & Support Analyst New York, NY
Researched and evaluated alternative solutions and recommended the most efficient and cost-effective solution for the systems design considering existing systems, available technology, the capacity and limitations of the equipment, operating time and form of desired results
Strategically planned to identify application requirements to adhere to the companies’ IT policies and procedures
Coordinated projects with development, operations, technical support and other IT areas as appropriate throughout the development and installation processes
Coordinated and performed server decommissioning and upgrades for Windows Server 2003, 2008 and 2012
Installed and configured Windows Server 2012 and 2016
Provided local, offsite and VPN/Remote level 2 & level 3 hardware and network support; Windows 7, Windows 10 and Mac OSX
Assisted with Office 365 migrations, rollouts and mobile device configurations
Collaborated with end users and other IT areas as appropriate throughout the development, QA testing and effective Go Live product rollout via SCCM
Created implementation, project plans, and/or post go live guides and documentations for users and/or administrators
Performed related duties as assigned or requested within the Service Now ticketing system to ensure the ability to meet SLAs
Maintained constant communication with vendors to ensure in-house applications remain updated and in compliance
Administered and supported Active Directory user accounts and security groups permissions to file shares
Troubleshot HL7 EMR ADT/SIU interface communications
Served as the initial liaison to several vendor managed, and vendor supported services
Weill Cornell Medical College 7/2019 – 11/2019
IT Systems & Network Analyst New York, NY
Provided and coordinated Level 2 and Level 3 support for onsite and remote locations
Prioritized requests using Service Now IT Service Management ticketing system
JAMF administration for Apple devices including iPads and iPhones
AirWatch Mobile Device Management deployments, installations and configurations
Cisco network support including VLAN configurations, IP assignments, port activations
Created and edited Service now knowledgebase articles and documentation
Coordinated and performed Windows 10 migrations with occasional specialty support for Windows 7 and 8
Provisioning network access to specialty devices such as IP cameras, RFID, robots and VR
Total Deployment Solutions 8/2013 – 8/2019
IMAC / Desktop Support / Data Center Technician (On-Call) New York, NY
Deliver successful IT installs, moves, adds and changes for clients
Pack and unpack end users systems with regards to detail
Add upgraded components to end users systems when requested from client
Test systems after moves to ensure connectivity of all devices
Effectively communicate with team on tasks to increase team efficiency
Patch network connectivity on distribution frames when necessary
Rack and stack servers as well as network devices on server racks
Setup and connect turrets and Bloomberg devices (finance-based clients)
Montefiore Information Technology 11/2015 – 6/2016
Implementation Consultant Yonkers, NY
Maintained a high level of independent judgment and decision making throughout the implementation process
Aimed to achieve a high level of client service and satisfaction during all phases of implementation
Coordinated concurrent projects and serves as a point person in the field
Deployed servers for services not limited to printing, authentication and file sharing on Windows Server 2012 and 2016
Recommended implementation of features and functions where appropriate
Documented site surveys, coordinated equipment installations and applied configurations as provisioned
Responsible for pre installation design review and documentation
Provided Desktop and Network support at various facilities
Operated within the framework of the complete project management life cycle and adhered to industry and Emerging Health IT Standards
Interacted with groups internal and external to the organization on a daily basis in conformance with Montefiore IT policy and procedures
Provided post go live support to the client during a transition to traditional support to our clients
Troubleshot problems as they occurred
Provided on-site data center support to bring servers and switches on line
Reported enhancement requests and bugs on behalf of the client
Assisted and trained less experienced Implementation Specialists and internal resources including support staff
World Business Lenders LLC 1/2014 - 11/2015
I.T. Desktop Support – Team Lead New York, NY
Administrated Microsoft Windows Servers 2008 R2 and Server 2012 R2 environment including Exchange Management Console, Active Directory, SQL Management Studio 2012
Supported and Administered Windows XP, 7, 8, 8.1, 10 and Mac OSX Operating Systems
Provided end user support with observance to metrics
Configured and maintained user accounts, GPOs, shares and permissions
Assisted with the migration of newly acquired branches not limited to configuring servers, firewalls and domains
Create, test, produce various company images with required applications, services and permissions
Administrated and supported CRM applications (Inside Sales, Five9, SpitFire)
Coordinated IT/Facilities services with vendors and contractors
Implemented and supported Dell SonicWALL appliances in newly acquired offices
Documented IT expense and ticket reports for executive review
Coordinated and prepared weekly meetings for Facilities and IT services
Implemented and monitored inventory to maintain tracking of company IT/Facilities assets
Trained new hires with the onboarding processes and utilizing available IT services
Assisted with migration of Microsoft Exchange 2010 to Office 365
Assisted with the implementation and integration of MDM (Mobile Device Management) software with Exchange
Created documentation and guides for the Help Desk
Wilmer Hale and Dorr, LLC 1/2013 – 7/2013
I.S. Support Specialist Intern New York, NY
Created and resolved 15-25 end users’ tickets using the Axios Assyst ITSM system
Created user accounts and profiles with Active Directory
Provided remote, in person, and phone support for the New York and visiting users
Troubleshot and analyzed recovered devices
Amended asset management by creating reference documents for the team
Set up and supported regional and international Cisco WebEx AV conferences
Encrypted laptops with specific users profiles to ensure data security on hard drives
Configured Outlook email for users Blackberry’s, Android and Apple iPhones and iPads
Performed various setups for basic end users and daily visitor offices with docking stations and single/dual monitor displays
Patched/Activated network connectivity for users’ on IDF port servers
Education:
Hug School A. Philip Randolph 2005-2009
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