IT Support Analyst
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Skilled Systems Support Technician with robust experience in providing technical support, hardware, software troubleshooting system issues, and maintaining hardware. Strengths include superior problem-solving abilities, adeptness at managing multiple tasks simultaneously, and strong understanding of network architecture. Proven track record of enhancing operational documentation, excellent end-user support and improving device uptime efficiency through effective system monitoring and preventative maintenance.
Level 2 Desktop Support - LanceSoft/ ICU Medical - Southington, CT
(2025-11 - 2026-03)
Reginal US East Coast IT Support for 3 locations. Interfacing with IT Service Desk as a responder for level 2 communication and technical support. Participating in Departmental Management meetings.
Incident, Service Request, Knowledge base, and Asset Management. Troubleshooting and restoring end user's workflow issues. Resolving all issues with Onsite and Remote Users, Production Floor and Server devices involving desktops, laptops, docks, monitors, printers, LAN, phones, patch panels, network drops, ethernet ports, AV support, conference devices, mobile devices and related Operating Systems and software. Engaging in Access provisioning, Hardware deployment, Software management, General Support and Q&A, SLA and Safety Compliances as well as IT device Purchasing. Vendor collaboration for facility expansion projects. On call after hours support and 24/7 on-site support as needed.
Help Desk Analyst - KSN Technologies/ Connecticut Department of Children and Families - Hartford, CT
(2023-12 - 2025-07)
VDI system VMWare Horizon support, web application support, Laptop desktop and tablet imaging and deployment, iPhone Activations and deployments, flip phone deployment, hardware break fix, software troubleshooting, new hire equipment preparation, new hire Orientation Speech Presenter, new hire equipment deployment, field support, desk side support, phone support, AV support, Meeting Support, VPN support, Asset management, Laptop Upgrade Project completed, iPhone upgrade project completed desktop upgrade project completed, Central Office Executive deskside Support, Onsite support for development and Operations teams. Security on call contact. CSM on call contact. Dell repair escalations.
Incident response. Printer troubleshooting and support, O365 Support.
System Support Technician - Accurate/ World Class Distribution - Bloomfield, CT
(2023-02 - 2023-12)
Account Management, Active Directory User and Computer Creation and Support, Hardware, Software and Peripheral Support. Automated Guided Vehicle Support. AV support, Call and Deskside support, Local Area Network support, Printer Support. Quality Management, Procedure Documentation, System Health Reporting.
Tier 4 Desktop Support - Innovien Solutions/ Collins Aerospace - Windsor Locks, CT
(2021-11 - 2022-07)
Network Systems analyzation and status reporting.
Incident reporting.
Coaching and Support. Outer departmental relations. Customer feedback and Communications. Creation of detailed documentation and procedures in all aspects of computer systems and peripheral utilization. Complex networking, hardware and software component problems solving.
Management, Research, test, implement and provide recommendations to IT Management for the cost-effective implementation and utilization of systems to manage and support back-end and user's systems and software. Systems and Software distribution and control. Continuous audits of network, OS, and Peripheral Devices to ensure availability.
Specialists, Management about Systems, Components, and Peripheral devices, based on experiences and industry best practices.
System, Remote Desktop Support, SCCM, Visio, Excel, Word Documentation, Field Support, Hardware Break fix and Imaging.
Senior Desktop Support/ IT Consultant - Apex Systems/ Providence Health - Multiple Locations WA, CA, TX
(2019-09 - 2020-03)
Detailed site assessments at multiple locations, which includes, but is not limited to physical walkthroughs, documentation of existing equipment and associated applications, Quality Management, Identification and documentation of new equipment needs, input of assessment data into asset database (current and future state), build out and update Visio floor plans to reflect device placement and associated key information and Bill of Materials confirmation against requirements.
Lan Administrator/ IT Desktop/ Service Desk Support - KCIT CSS, King County - Seattle, WA
(2018-09 - 2019-09)
Active Directory Administration, Microsoft Office 365 Administration, VPN Support, WAN and LAN Support, Phone Support, Deskside Support, Remote Support, Secondary Chat Support, Intune and MaaS Support, Quality Management, Cherwell Ticketing System, Hardware & Software Support, Windows OS 7/ 8/ 10 Support, Printer Support, Inventory Management, Hardware Deployment, AV Support, Conference Meeting Support, Hardware Break Fix, IOS & Android Support, Network Mapping, SCCM Administration, PeopleSoft Administration, End User Training Committee.
IS Support Technician - Washington Gastroenterology - Tacoma, WA
(2017-12 - 2018-08)
Microsoft Office 365 Administrator, IGEL UMS Administration, Active Directory Administration, WAN and LAN Support, Remote Desktop Support, Citrix Director, Citrix Xen Center, Citrix Studio, Quality Management, Gmed Administrator, Rcopia Account Provisioning, MultiCare Account Provisioning, CHI Franciscan Provisioning, Service Desk Administration, One Health Port Administration, InstaMed Administration, EDI Insight Provisioning, New Hire Account Provisioning, New Hire Orientation, Employee Transfer Account Provisioning, Community Partner Account Provisioning, 3rd party Software Management, Employee Termination Processing, User Hardware Field/Phone Support, User Software Field/Phone Support, Hardware and Software deployments, Windows 7/10 Support, Igel Support, VDI Support, Service Queue Management.
Tech Services Member - Apex Systems/ Expedia - Bellevue, WA
(2016-04 - 2017-02)
Build Team, Advance Troubleshooting, Special Projects, Windows Desktop, Laptop and Mac Configuration, Imaging, Setup and Deployment. Ticketing support, Hardware, Software and Network Support, Quality Management, Conference room AV Support. Microsoft Office and Exchange Support. Service Now, Active Directory Computer and User Support.
Help Desk Technician - Robert Half Technology/ Puget Sound Educational Service District - Renton, WA
(2015-08 - 2016-01)
Desktop, Laptop and Tablet Imaging, Installation, and configuration. iMac and Mac Book Installation and Configuration.
Support of all devices. Software and Peripheral setup and troubleshooting.
Management, Inbound Phone Tech support, Remedy ticketing system.
Installation, setup, and support. Remote desktop and location service. Windows 7 and 8.1 installation and support.
Office 2010, 2011 (Mac) 2013 (365) and 2016 (Mac) installation and support.
Outlook (PC & Mac) OSX Mavericks, Yosemite and El Capitan set up and support.
Exchange IOS and Android setup and support. Skype for Business Support, Network configuration and support.
Printer/Plotter Refresh Technician - PFT Tech/ Xerox - Boeing Aircraft, Puget Sound Facilities, Renton, WA
(2015-04 - 2015-07)
Installation and Removal of Printer and Plotter devices. Build, Upgrade, Configure, Test, Firmware and Postscript updates. Network Configuration, Troubleshooting and Repair.
IS Administrator/ Desktop Support - Robert Half Technology/ Seattle Children's Hospital - Seattle, WA
(2014-07 - 2015-04)
Installation and removal of Desktop and VDI devices. Operating System Imaging. Hardware, Software and Peripheral installation. Quality Management, Troubleshooting and Support for Hardware, SKU Software and Peripheral devices, Tier 1 & 2 service request fulfillments, User account support, User and Group Access control.
IT Coordinator/ Desktop Support - The Computer Merchant/ Westinghouse Electric - Windsor, CT
(2014-01 - 2014-04)
Scheduling, Team Coordinator, End User Support, User Account Management, Hardware & Software Quality Management and Support, Networking and VPN support, Active Directory, SCCM
IT Coordinator - RMS Computer Corp/ Dell - Boeing Aircraft, Puget Sound Facilities, Renton, WA
(2013-08 - 2013-12)
Installation and Removal of Desktops, Notebooks, Docking Stations, Monitors, Keyboards, Mice, Phones and External Drives. Internal Hardware Upgrades, Data Backup, Imaging, Data Restore, Software Installation and Configuration, Wireless Network Configuration, Employee Admin Transfers, Employee Location Transfers, Inventory Count and Control, Time Management of Service Request, Appointment Confirmations and Reschedules, Special Projects Team Assistance.
Differentiated Service Team Agent - Bank of America - Merchant Services - Spokane, WA
(2011-11 - 2012-08)
Account Management: Account Maintenance, Statement, Settlement, Chargeback, Fees & Rates, Batch and Online Reporting. Technical Support: Var Request, Terminal ID Building, Terminal Trouble Shooting, Dial& Ethernet Trouble Shooting.
Xbox 360 T1 Universal Agent - Alpine Access/ Microsoft Xbox - Home Office
(2010-08 - 2011-02)
Hardware: Console, Video, Disc, Accessory Trouble Shooting. Live: Connectivity, Downloads, Content, Live Entertainment Applications. Billing & Accounts: Setups, Management & Pre-Paid Code Trouble Shooting.
Computer Technician/ Sales Associate - Circuit City - Naples, FL
(2003-10 - 2007-12)
Desktop & Notebook: Setup, Maintenance, Updates, Repair, Hardware & Software Installation, Home Entertainment & Media Hardware Migration, Internet Security, Data Copy & Transfer, Customer Service & Support, Supply Management, Inventory Control, Sales.
Floor Supervisor - A.C. Petersen Farms - Bloomfield, CT
(1997-12 - 1999-03)
Staff scheduling support, handling callouts and call-ins for shift coverage, customer complaint resolutions, incident reporting, staff training, support and supervision.
Box Office Cashier/ Projectionist - Entertainment Cinemas - Bloomfield, CT
(1997-06 - 1997-12)
Ticket sales, Customer Support, Theater Staff Coordination, Screening run-time and booth management, Projector Calibration and troubleshooting and repair, Reel Setup/ Breakdown/ Storage control, Theater AV support.
Sales Associate - Pacific Sunwear - Manchester, CT
(1995-10 - 1996-04)
Merchandising, Inventory Control, Customer Support, Sales, Cashiering.
Business Administrative Micro Computer Support Specialist - Loring Commerce Center (2001)
Computer Animation - Art Institute of Seattle (1997)
General Education - Bloomfield High School (1993)
