Information Systems Operator/Analyst with eight years of experience. I currently provide technical support for 5000+ end users, 3500+ local systems, and 200+ internal/external applications ensuring proper maintenance of any information system.

 

 

Experience

July 2014 - CurrentMemorial Health        Savannah, Georgia

Desktop Support Technician

·   Epic Implementation Technical Dress Rehearsal (TDR) Project technical liaison for Epic consultant

·   Coordinate resources for EPIC TDR Phase I hardware testing of 3500+ devices throughout the organization

·   Organize/track repairs/deployment for deficient systems

·   Conduct hardware walk-through to determine additional organizational needs

·   Perform EPIC Implementation Application Dress Rehearsal (ADR) Phase II application testing/fixes

·   Provide Tier II and Tier III level support for any issue

·   Assist vendors when needed for issue escalation

·   Track vendor Service Orders for timely resolution

·   Installation of software as necessary for business needs

·   Image/Re-Image of computers with Windows operating system

·   Active Directory to include modification of device rights and groups

·   Provide hardware support to include minor PC/laptop repair (mouse, keyboard, battery/HDD replacement), and monitor issues

·   Troubleshoot wired/wireless network connectivity issues

·   iOS/Android connectivity/functionality support

·   Configure VPN/Remote Desktop for external users

·   Maintain knowledge base of common issues and resolution

·   Work well with a diverse group of individuals while also meeting individual goals and deadlines

 

Mar. 2012 - July 2014Memorial Health        Savannah, Georgia

HelpDesk Analyst

·   Provide Tier I, Tier II, Tier III level support for any issue

·   Handle phone calls for issues with each department regarding computers and printers

·   Remote desktop support using RDP, \c$, VMware, registry connection, etc.

·   Communicate technical ideas to non-technical user base

·   Assist management with implementation of ITIL ticketing database

·   Maintain database of all reported issues and trouble tickets

·   Prioritize job orders according to severity based on organizational necessity

·   Troubleshoot Citrix related issues to include software upgrades and session maintenance

·   Active Directory to include modification of user rights and access

·   Troubleshoot issues with Windows/domain based user profiles

·   Maintain knowledge base of common issues and resolution

·   Train all new Help Desk team members

·   Ensure basic training for end users is conducted on an as-needed basis

 

May 2008 - Nov. 2011U.S. ArmyHunter Army Airfield, Georgia

Information Systems Operator/Analyst

·   Fielded new equipment

·   Installation of computers, printers, and peripheral devices

·   Active Directory user maintenance

·   Set up equipment such as projectors, computers, and slides for assemblies

·   Backup/restore user profiles

·   Troubleshoot and resolve any issue reported in a timely fashion

·   Terminate new/old cable on server data racks and for individual client systems

·   Collection of user data and protection of Personally Identifiable Information (PII)

·   Update Information Assurance Vulnerability Alert (IAVA) patches and ensuring Information Assurance (IA) compliance

·   Installation/Maintenance of Commercial Off The Shelf (COTS) Software

·   Ensuring implementation of necessary software updates

·   Maintain hardware and software data on all equipment within the area of responsibility

·   Integrating databases for new/existing organizations

·   Coordinating communication for support requirements

·   Assist supported organizations with continuity of Information Systems

·   Record and review system problem reports

·   Provide user level support training

·   Video Tele-Conference (VTC) setup and breakdown on secure and unsecure networks

·   Symantec Endpoint Protection (SEP) Client/Server

·   Combat Sustainment and Support Automation Management Officer (CSSAMO)

·   Standard Army Management System – Enhanced (SAMS-E)

 

Education

Mar. 2012 – Oct. 2015University of PhoenixSavannah, Georgia

Bachelors of Science in Information Technology

Advanced Networking

 

1997 – 2001High School Diploma Titusville High SchoolTitusville, Florida

 

 

Specialized Computer Skills

·   Information Management Officer (IMO) Certification

·   Information Assurance Security Officer (IASO) Certification

·   Advanced Individual Training – Information Systems Technician (MOS - 25B)

 

 

Clearance

·   Secret Security Clearance

 

 

References

·  References available upon request