CONTACT
1014 Buckhead Trail
Mount Juliet, TN 37122
IT CERTIFICATIONS
- HDI Support Center Analyst
- HDI Support Center Team Lead
- ITIL Foundation
- MCTS: Windows 7 Configuration
- CompTia A+
- MOS: Microsoft Word 2013
- MOS: Microsoft Outlook 2013
- MOS: Microsoft PowerPoint 2013
- MOS: Microsoft Excel 2013
TECHNICAL SKILLS
- HTML
- CSS
- LESS
- JavaScript
- React
- Redux
- Node.js
- Express
- Google G Suite
- BetterCloud
- Microsoft Office
- Microsoft Windows
- Apple iOS
- Apple macOS
- Windows Server
- ServiceNow
- McAfee ePO
- Check Point Endpoint Security
- Citrix
- Microsoft Exchange
- Microsoft Active Directory
EDUCATION
Lambda School
Full Stack Web Development
April 2019 to Present
Perth Amboy High School, NJ
Graduated Class of 1998
WORK EXPERIENCE
Client Support Analyst II
CereCore (HCA)
April 2017-Present
- Performs as one of the AODs (Advisor on Duty). AODs are the technical point of contact for other Analysts and help drive communications for report high and critical incidents
- Performs provisioning, deprovisioning and account maintenance for G Suite using BetterCloud
- Documents all customer inquiries, reported issues, and resolutions received via phone calls, emails or other alternative streams of input in order to identify, diagnose, and initiate research necessary to resolve customer issues in a timely manner.
- Creates a positive client support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling clients with a consummately professional attitude.
- Continually seeks to improve technical skills as they relate to all areas of the support organization through attending classes, providing onsite support to facilities as requested and keeping up to date on industry standards.
- Contributes to self-help knowledge base entries and documents typical requests, resolutions and work- around procedures.
- Actively works to ensure CereCore Service Level Agreements are met.
- Responsible for on-boarding and training new support analysts
Senior Technical Support Specialist
Vanderbilt University
Sep 2015-April 2017
- Configure Lync voice accounts including common area phones, Exchange Unified Messaging voicemail accounts and Lync Response Groups. Includes the use of minor scripting with MS Powershell
- Provide tier 2 support to several IT groups
- Provide full administration for VUnetIDs via AccessVU (Proprietary Identity management system)
- Provide training for AccessVU to other groups to gain administrative access
- Field all requests from the general IT box which receives emails from various web pages across Vanderbilt and Medical Center
- Send communications for Vanderbilt IT outages to other IT support providers of affected users
- Configure Shared Exchange Mailboxes
- Box.com administration and troubleshooting
Associate End User Support
Daiichi Sankyo Pharma
Nov 2007-Oct 2014
- Identify, troubleshoot, and analyze computer related issues to resolve connectivity issues with laptops
- Provide break fix and software support for Dell and Lenovo laptops, docking stations and other equipment
- Provide software support for Apple MacBooks, iPads and iPhones including creation and managing Windows virtual machines for Mac OS
- Acted as a team lead/senior tech
- Responsible for creating and maintaining Knowledge Base articles in Service Desk ticketing system for both end users and technicians including processes, technical and how-to articles
- Create trouble tickets reported via email, telephone, chat, remote and in person visits supporting over 500 employees
- Configure and deploy new hire laptop and desktop setups as well as configure and deploy replacement laptops using Microsoft MDT
- Configure Android, Apple, Blackberry, Windows Mobile and Palm based Smartphones and tablets to synchronize with the Microsoft Outlook Exchange Server