Technical Support Analyst Ii

Jim Snedden

Help Desk Analyst II/III Profile

***.*******@*****.*** •

www.linkedin.com/in/jimsnedden

NJ 07643-2042, US

Summary

Experienced and customer-focused professional with proven track record of delivering top-tier technical support and problem-solving expertise. Skilled in troubleshooting hardware and software issues, resolving complex technical problems, and ensuring minimal downtime. Possess in-depth knowledge of IT systems and strong commitment to providing exceptional customer service. Adept at collaborating with cross-functional teams and communicating technical concepts to non-technical users. Committed to staying up-to-date with the latest industry trends and technologies to provide cutting-edge solutions.

Technical Proficiencies

Hardware:

PC, MAC, Cisco/Crestron Videoconferencing, MS Teams Video Conferencing, Xerox/Canon, Printers/Scanners

Software:

MS Windows 11, 10, XP, 2000, 98, 95, 3.1, macOS, iVanti Endpoint Manager, FrontRange, xMatters, iVanti Service Manager, LANdesk, Windows / Unix / Linux Servers

Area of Expertise

●Technical Support

●Customer Service

●Troubleshooting

●Helpdesk Operations

●Data Recovery

●Service Request Management

●Hardware and Software Support

●Incident Resolution

●Compliance

Career Experience

NYULangone/TEKsystems

End User Migration Support Specialist 2024-present

Answer all calls relating to the M365 migration across all of the hospitals campus’ resolving issues in a timely manner reporting newer/ recurring issues to management to prevent issues in future migrations. Logging all calls through iVanti service manager. Added all Macs into Jamf and all mobiles into Intune.

Knitwell Group, LLC., Mahwah, NJ 2011 – 2023

Tech Analyst II

Managed incoming calls from both local and remote users through iVanti service manager. Managed 450 clients in house with walk up issues as well as thousands of remote clients. Conducted diagnostic procedures, records, and troubleshot computer issues in a retail environment. Developed and maintained comprehensive instructions for resolving issues reported by clients. Supervised setup and maintenance of videoconference rooms, including necessary software. Provided assistance with setup and login problems for Android and iPhone clients. Collaborated with developers as necessary. Imaged PC/laptops/Mac. Provided white glove support.

●Served as primary point of contact and go-to expert for resolving various technical issues efficiently.

●Created user-friendly environment, fostering confidence in technology navigation among less computer-savvy users.

Dressbarn, Suffern, NY 2009 – 2011

Computer Operator

Operated and maintained multiple AS400 systems, overseeing job execution and backup processes while also detecting any problems related to job initiation, completion, or errors. Scheduled and executed routine system backups and data recovery procedures to protect critical information and prevent data loss. Supervised APPWORX and TIDAL schedulers, as well as email systems, to identify errors in batch runs and system hardware. Produced and distributed reports on nightly, weekly, and monthly basis. Monitored polling process to detect and resolve any failures in real-time. Oversaw smooth transmission, reception, and processing of daily store sales data.

●Executed nightly closure and batch procedures to ensure accurate inputs and successful task completion.

Additional Experience

Lead Computer Operator, IBM - Poughkeepsie, NY

Computer Operator, Bank of America - Kingston, NY

Education

Diploma in Computer Operations, CPI

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