IT Systems Support Analyst (Windows/Mac)

Glenn Frazer

917-***-**** / *****@*******.***

PROFESSIONAL SUMMARY

Highly skilled IT Analyst with extensive experience supporting clinical and administrative environments. Proficient in managing hardware, software, and network configurations, including mobile device management and remote desktop support. Adept at troubleshooting, ticket management, and system imaging (MDT – Windows 10/11 and JAMF – Macbooks/iMACs). Demonstrated expertise in managing EPIC, Citrix, and Office 365, while collaborating with vendors and managing large-scale IT deployments across multiple sites.

EXPERIENCE

Helpdesk Technician

Purvis contractor at 911 call center

09/2025 – 12/2025

Interfaced with FDNY personnel and collaborated with technical teams

Initiated and performed scheduled operational tasks to maintain continuous service of FireCAD, EMSCAD, and other mission-critical systems

Monitored all primary and backup hardware, software, peripherals, and applications; promptly identified and resolved issues

Escalated unresolved technical issues following established escalation procedures

Maintained detailed logs and documentation of all support activities, incidents, and resolutions utilizing Service Now FSM

Point of contact for incoming IT-related calls, including user requests, issue reports and system updates using Service Now FSM

Provided hands-on support for desktop applications, local/networked printers, and end-user hardware

Troubleshooted and resolved LAN/WAN issues, including hardware and software problems

Performed routine system maintenance and adhered to IT operations best practices.

PC Tech

Insight Global contractor at Ralph Lauren

2/2025 – 09/2025

Service Now FSM used as ticketing system; update tickets and closures

Imaged MacBooks/iMACs using JAMF for Refresh and New Hires

Imaged PCs using SCCM and inTune Management for Refresh and New Hires

InTune Management used as MDM to configure iPADs, iPhone and Android devices

Resolved issues presented with connectivity to Hotel desk space; video, audio

Active Directory to create passwords and manage PCs

Utilized CITRIX for desktop management tools; Zoho Assist, Beyond Trust, etc.

IT Analyst 2

Weill Cornell Medicine

9/2019 – 9/2024

Supported 9 clinical and 2 administrative sites with a network of approximately 2,200 devices, ensuring continuous uptime and seamless functionality.

Utilized Service Now FSM ticketing system to manage and resolve technical issues in a timely manner.

Accessed network closet to patch connectivity to network switch. Utilized FLUKE Link Runner network analyzer to troubleshoot network and connectivity issues.

Performed system imaging and software deployments via Microsoft MDT (Windows 10/11) and JAMF (MacBooks/iMACs) to ensure devices are properly configured and up to date.

Managed mobile device fleet using Ivanti Mobile Iron for mobile device management (MDM) and administered DUO Multi-Factor Authentication for enhanced security.

Utilized CITRIX for EPIC connectivity and resolved issues pertaining to connectivity.

Supported EPIC printing and managed associated devices (HP, Dell, Xerox, Ricoh) to ensure smooth printing functionality.

Performed MAC-D (Move, Add, Change, Decommission) tasks to maintain and update hardware configurations.

Offered remote support using tools such as Bomgar, Microsoft Remote Desktop, and Cisco AnyConnect - Secure Client to assist users across sites.

Maintained and troubleshoot desktop scanners (Fujitsu fi-7160) for EPIC compatibility and legacy devices.

Desktop Support

Mondo - Hospital for Special Surgery

6/2019 – 10/2019

Supported MACs, PCs, tablets and mobile devices

Resolved Cherwell incident / request tickets

Mapped printers and network drives

Imaged laptops and desktops using Ivanti

Resolved Wi Fi and VPN concerns

Installed specialized software

Resolved issues pertaining to EPIC; CITRIX connectivity resets

Windows Migration Tech

Veteran Sourcing Group - BNPP

3/2019 – 6/2019

Coordinated scheduling Windows 10 migration with end users.

Backed up and restored data

Mapped printers and network drives

Ensured end users had access to data, mapped drives, printers, email, etc.

Pushed software via SCCM

Verified license software before installation

Desktop Support

Winter Wyman - Columbia University Medical School – Public Health

11/2018 – 3/2019

Supported MACs, iPADs and PCs

Resolved Service Now incident/request tickets

Mapped printers and network drives

Imaged laptops and desktops

Resolved WiFi and VPN concerns

Installed specialized software

Set up iPADs for specialized Food Association Trade Show

Key Tools & Technologies:

ServiceNow, Remedy (Ticketing Systems)

Microsoft MDT, SCCM, TEM, Ivanti End Point (Imaging/Software Deployment)

Citrix, Office 365, Adobe Reader (Baseline Software)

Ivanti Mobile Iron (Mobile Device Management)

Bomgar, Microsoft Remote Desktop, Cisco AnyConnect/Secure Client Support)

Fujitsu fi-7160 (Desktop Scanners)

HP, Dell, Xerox, Ricoh (Printers)

EDUCATION

Bachelor of Engineering – Electrical Engineering

City College of New York

CERTIFICATIONS

Business Associate – HIPPA

TECHNICAL SKILLS

Operating Systems: Windows (10, Server), macOS

Ticketing Systems: ServiceNow, Remedy

Networking Tools: FLUKE Link Runner

Imaging & Deployment Tools: Microsoft MDT, SCCM, Ivanti End Point

Remote Support Tools: Bomgar, Microsoft Remote Desktop, Cisco AnyConnect - Secure Client

Mobile Device Management (MDM): Ivanti Mobile Iron, DUO Multi-Factor Authentication

Printers/Scanners: HP, Dell, Xerox, Ricoh, Fujitsu fi-7160

Software: Citrix, Office 365, Adobe Reader, EPIC Printing

ADDITIONAL INFORMATION

Strong problem-solving and troubleshooting abilities.

Proven ability to work under pressure in fast-paced clinical and administrative environments.

Collaborative team player with excellent communication skills.

Contact this candidate