System Support Analyst with 29+ Years Experience

Edna Bailey

**** ***** **.

Ridgeway, SC *****

Email / ***********@*****.***

Cell 803-***-****

System Support Analyst with over 29 years of experience in computer technology troubleshooting hardware, software, printers, and diagnosing networking and software issues. Knowledgeable in patching, upgrading and installing applications. Planning and configuring workstations in large complex environments.

Areas of Expertise

Administration Bomgar VO/IP SCCM Imaging

Active Directory RACF - HOST Network Printers LogMeIn

Customer Service TEAMS Debit Machines Cisco Jabber

Computer Hardware Zoom Chat Android Phones Imprivata

Computer Software RDP Email

Professional Experience

A+ Certification

Network Certificate

PC Troubleshooting Certificate

Board of Education of Augusta Ga

Registrar – May 2022 – June 30 2025

Register students in Infinite Campus System

Perform all front office work for Garrett Elementary School – printing, answering phones, copying,

Participate in School events

Stay abreast of student registration laws and procedures

Printing report cards, progress report, etc.

Board of Education of Augusta Ga

Helpdesk Specialist – October 2021 – May - 2022

Take calls concerning teachers and students login issues

Troubleshoot computer issues with software and hardware – Windows 10 / Windows 11

Troubleshoot printing issues with Follow Me printers (Pollock)

Reimage / Image computers

Install software applications

Install computer hardware

Work actively in Service Now ticketing system

Troubleshoot remotely issues with Promethean boards for instructors

Unisys Corporation, Augusta, GA

Computer Support Specialist – October 2020 – September 2021

Deliver desktop technical support for hardware, software, printers and networking through RDP, Bomgar for over 1000 end users

Work effectively in ticketing system Service Now to document and record assignments, work and update knowledge Base

Troubleshoot Windows 10 and 7 OS issues

Emails Issues

Debit machines

Android Phones

Polycom Phones

Network and local printers

Zoom

Chat

Augusta University – Augusta GA.

End User Device Administrator III – 2014 – July 2020

Perform all functions from entry level support to manager level for computer support for the hospital.

Manage a large volume of tickets in Service Now, Remedy

Lead support for over 2000+ employees

Ordering supplies, setting up mobile carts, troubleshooting software, hardware, mobile devices.

Worked on projects and being involved in meetings from start to finish of projects.

Remote support for users during the COVID -19 crisis.

Familiar with Service Now ticketing software, Remedy ticketing software.

Boot Imaging through SCCM

On call rotation 24/7.

Augusta University (Cerner Corporation )

Sr. Device Administrator – 2000- 2014

Performed workstation support in the Information Technology department.

Perform hardware installs, software installs, extensive troubleshooting hardware, software issues, printers, mobile devices, laptops, etc.

Worked as inbound and outbound computer support for the hospital. Setup Computer on mobile wheel carts, Stinger, Jaco, Enovate, etc.

24/7 On call rotation

Boot Imaging through SCCM

Flash Drive Imaging

Medical College of GA. – Augusta, GA.

Augusta University

Information Systems Analyst 1996 – 2000

Performed desktop computer support for the Information Technology Department.

Worked as inbound and outbound support for the hospital. Maintained taking over 100 calls per day during phone support.

Troubleshoot software, hardware, install software, hardware. Maintained knowledge in Windows OS. Worked in Remedy and Service Now ticketing systems

Rotated 24/7 on call duty.

Boot Imaging through SCCM

Flash Drive Imaging

Medical College of GA. – Augusta, GA

Augusta University

Computer Operator – 1990 – 1996

Ran scheduled jobs through ZEKE application.

Did rotation of tapes and prepared them for offsite storage weekly.

Operated the mainframe console using MVS / CICS commands.

Did nightly IPL to the mainframe to run batch jobs and system needed to be up by 7:00 AM

Monitor servers and all computer related equipment in the Data Center.

Ran data entry for payroll, ran programming jobs that created large volumes of departmental documents daily, printed inpatient / outpatient statements, burst and decollated them daily.

After hour desktop computer support, and numerous other functions as the department needed.

MVS / CICS console certified.

Education

South Carolina State College, Orangeburg, SC

1979 – 1982 - Business Administration

Concentrated studies – Accounting and Business Management

Phillips College – Augusta, GA

1988 – 1990 - Computer Science

Concentrated studies – Programming Languages

Java

C++

COBOL Language

FORTRAN Programming

References upon request

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