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Click here or scroll down to respond to this candidateCandidate's Name
Denton, TX Street Address PHONE NUMBER AVAILABLEEMAIL AVAILABLE LINKEDIN LINK AVAILABLEIncident Management SpecialistReduce Downtime by Proactively Communicating & Regularly Checking with users.Analytical and gifted problem solver who possesses strong strategic thinking abilities and a keen sense for detail. Known to hold a can do mindset and a passion to ensure end users obtain a positive experience. Easily adaptable to changing technology, and requirements to ensure a secure network. Maintain excellent reputation based on quality, service, and uncompromising ethics. Dedicated problem solver who has experience researching and diagnosing issues in SCCM and Citrix along with JAMF Management console for MAC. Currently JAMF 100 certified and pursuing agile certification. Possess excellent written and oral communication skills.Expertise:JAMF 100 Certified SCCM Problem Solving Network Refresh Inventory ManagementCitrix Microsoft Office 365 Microsoft Exchange Active Directory Problem SolvingWork ExperienceFEDERAL RESERVE BANK OF DALLAS, Dallas, TX 2016 11/2023Incident Management SpecialistProvided Tier 2 support for 12 federal reserve districts, assisted users with various issues such as application installation issues and OS update failures. Use SCCM logs to diagnose causes of problems on remedy tickets and provided steps to resolve issues. Subject Matter Expert (SME).Earned JAMF 100 certification, preparing to take JAMF 200 to gain access to JAMF console to assist Mac users.Provided network access to affected Mac users by reissuing Cisco certification for network.Through JAMF console, added users to groups, enabling computers to receive correct applications.Worked with engineering team and resolved incorrect change by working as system architect to back up system in NY and do hard reboot, removing system change and enabling markets to close for the day.Used Bomgar remotely and followed procedures to clear client-side to restore proper syncing and access of all users data.Resolved network printer error requiring administrator privilege to print. Conducted research, identified Microsoft path issue and worked with system architects to develop group policy to apply to all users, providing needed privileges and enabling anyone to print.Participated and collaborated in daily Mac team meetings, and in bi-weekly meetings with messaging and ATS team. Provided feedback from users and shared steps found to improve user experience with Macs.Attended and collaborated in monthly CTTG and CTMG team meetings.Monitored ATS\NSD chat daily to provide next steps for diagnosis, resolution, or to remotely assist others using teams, reducing downtime through communication.Created documentation for articles on known issues resolved from Chat, adding articles and increasing knowledge base for future use.Installed and created hot topic articles for Help Desk Whiteboard, and serving as resolution ticket by first level technicians, avoiding escalating tickets to next level and saving user downtime.Candidate's Name EMAIL AVAILABLE Page TwoTEXAS ONCOLOGY - US ONCOLOGY/MCKESSON, Dallas, TX 2011 - 2016Executive IT Analyst and Desktop Support SpecialistSupported 470 users between 9 clinics and hospital locations, and analyzed and resolved all end user problems related to computer software, printers, Mitel phones, faxes, and other personal peripheral devices such as IPhones and IPads. Replaced Cisco routers and switches for each clinic network refresh and installed software and upgraded new equipment. Reset passwords and systems and resolved Network and Outlook profile and folder issues.Managed new software roll out implementations and set up new software for clinics that included, chief radiologist, vice presidents, doctors, practice administrators and support staff. Selected as part of team for new startup locations.Led team to design and install IT network for Cancer center. Installed all computers, monitors, printers and all needed peripherals.Setup, deployed and trained users on operating and maintaining IOS and android devices.TELVISTA, Dallas, TX 2010 - 2011Customer Service / Help Desk (Contract)Assisted all Verizon FIOS customers with internet, network, and TV issues, troubleshot router problems and determined specific issues that needed to be escalated and dispatched to mobile FIOS technicians.PARTNERS CONSULTING, Fort Worth, TX 2010Desktop Support (Contract), JPS HOSPITALSelected to remove virus from hospital network affecting all computers.Worked with local support and manually connected onsite server and ran script provided and tested to make sure virus was removed on 137 computers. Found cause of vulnerability of scanning machine connected to desktop computer did not have a firewall or antivirus which was removed from the network.Education / CertificationAssociate of Science (AS), Computer Network Administration, A Microsoft Certified Degree,Remington College, Fort Worth, TXAssociate of Science (AA), Business Management & Accounting, Orange County Community College,Middletown, NY (Moved before completing degree)Certification - AgileProfessional DevelopmentITIL TrainingSCCM TrainingJAMF 100 |
