Aspiring IT Help Desk Professional with Strong Leadership

HOPE A. TERRELL 470-***-**** • **********@*****.***

Accomplishments

Fast learner with excellent leadership skills, communication skills and effectively communicates at all levels.

Bachelor’s degree in Liberal Arts and with secondary studies in Information Technology.

Solid work history in Information technology with nearly a decade of experience.

Professional Experience

IT Help Desk Analyst – Northside Hospital, Atlanta, GA August 2022 – Present

Provide tier 1 and 2 level technical assistance to end-users. By triaging hardware, software, and network related issues through various communication channels Researches and resolves support issues with Technical Services, Applications, and Operations groups.

Manage user accounts, monitor system performance, perform backups, manage files and view log files on UNIX/Linux and Windows servers.

Assist with the installation, configuration, and maintenance of computer hardware, software applications, operating systems, and peripheral devices.

Create and update knowledge base articles,FAQs, and support documentation to facilitate self-help resources for users and colleagues.

Manage and resolve ServiceNow tickets in order of priority. Perform change management on production and lower environment infrastructure.

IT Operations Analyst – BioIQ, Atlanta, GA Sept 2020 - Aug 2021

Provision and manage Active Directory objects, perform system backups, manage file permissions/ownership and monitor server log files on UNIX/Linux and Windows servers.

Prioritize, track, and resolve operational issues and client deliverables making recommendations for enhancements.

Conduct preliminary investigations for all project requests, reviewing requirements, specifications, test and support.

Act as liaison between client management and cross functional teams by opening and maintaining lines of communication to monitor client implementation.

Track client issues, supply chain and vendor performance and respective escalation via Salesforce CRM.

IT Operations Analyst – Harland Clarke, Atlanta, GA Dec 2017 – Oct 2019

Provision and manage Active Directory objects, perform system backups, manage file permissions/ownership and monitor server log files on UNIX/Linux and Windows servers.

Monitor server performance and support production applications on Linux and Window server environments. Provision user access and perform access attestations on regular intervals.

Create technical documentation for knowledge base articles for current and future business processes. Monitor and resolve ServiceNow incident and request tickets.

Collaborate with external teams to provide break-fix solutions as well as techniques and tips to enhance experience with enterprise tools and apps.

IT Specialist/ Help Desk – Fort Valley State IT Department, Fort Valley, GA July 2016 – Dec 2016

Troubleshoot and maintained over 900 University's computers, devices, and network issues, logs equipment damage malfunctions with management. Including setting up a satellite campus in Warner Robins, GA.

Manage user accounts, monitor system performance, perform backups, manage files and view log files on UNIX/Linux and Windows servers.

Implement changes, upgrades, and backups on company systems (Mainframe, Linux, and Window environments).

Assisted with software testing, installation, implementation, modifications, re-imaging, and updates.

Oversaw the computer lab and assist students in need of support. Maintained the computer lab supply stock.

Software and Hardware Skills

Windows Desktop Support, Technical Troubleshooting Customer Service, User Training/Support, Mitel & Cisco Phone Support, Printer Support, Remote Support (TeamViewer, Zoho Assist), Hard Drive Encryption, VPN Connectivity, VMware, IBM Notes, Google Workspace, Microsoft Windows, MS Office Suite, and Office 365, Active Directory, Citrix, Exchange Admin Center, IT Help Desk Ticketing (ManageEngine, ServiceNow, Zendesk), PC Reimaging, Software Installs & Hardware Configurations, File System Backup (Barracuda)

Education

Fort Valley State University Liberal Studies, Fort Valley GA Dec 2016

Bachelor of Applied Science

Minor: Information Technology

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