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Click here or scroll down to respond to this candidateCandidate's Name
Street Address
Email: EMAIL AVAILABLEPhone: PHONE NUMBER AVAILABLESummary of Qualifications:- Successful and reliable senior support analyst with broad experience supporting mobile and desktop/laptop devices and software.- Customer-service oriented with the ability to resolve complex technical issues and adapt to new technologies.- Strong independent and collaborative work capabilities.Skills:- Hardware: Desktops, Laptops, iPhone, Android, Printers (HP/Brother/Epson), Avaya desk phones and soft phones.- Software: Microsoft Office (2010-O365), Cisco VPN, Global VPN, AirWatch, Skype, GoToAssist, Box and Box Tools, Avaya Administrator, Salesforce.- Operating Systems: Windows 10, 7, 8, 8.1; Mac OS (Leopard, Mountain Lion, Mavericks), Windows Server 2007-2008.- Web Design: HTML, Flash, Dreamweaver, JavaScript, Fireworks MX.- Pursuing Certifications: A+, Network+, Inet+, and Security+.- Telecomm experience: Setting up iPhones and Androids, familiar with service providers (Verizon, AT&T, Sprint), networking, Ethernet, Token Ring.- Novell and NT Server setup and maintenance.- Experience with IBM AS-400 Platform.Professional Experience:**United HealthCare, Plymouth, MN****Senior Information Analyst****August 2022 Present**- Provide Level III desk-side support for desktop and notebook computers.- Monitor and respond to IT helpdesk requests promptly.- Support local area networking and equipment for all UHG facilities.- VPN support and troubleshooting of Cisco AnyConnect VPN router and client software (Azure, Zscaler, M& Migration).- Business software support including the Microsoft Office Suite, Salesforce CRM, Adobe Professional Suites, SAP client GUI, and assorted R&D applications.- Troubleshoot and support the Avaya phone system.- Provide both local and remote support for employees globally.- Utilize Bomgar for remote access and the ServiceNow ticketing system to log tickets.- Assisted remote APC field nurses with access to Ehousecalls applications and the Quantaflo application.- Microsoft Team Lead Training Support.**The Hartford Insurance Company, Hartford, CT****Level III Desk-Side Support****Dates of Employment**- Provide level III desk-side support for desktop and notebook computers.- Monitor and respond to IT helpdesk requests promptly.- Support local area networking and equipment for all Alexion facilities.- VPN support and troubleshooting of Cisco VPN router and client software.- Business software support including the Microsoft Office Suite, Salesforce CRM, Adobe Professional Suites, SAP client GUI, and assorted R&D applications.- Troubleshoot and support the Avaya phone system.- Provide both local and remote support for employees globally.- Microsoft Team Lead Training Support.- PowerShell/CNIS Support.**Alexion Pharmaceuticals, New Haven, CT****Support Analyst III****2016-2018**- Provide level III desk-side support for desktop and notebook computers.- Monitor and respond to IT helpdesk requests promptly.- Support local area networking and equipment for all Alexion facilities.- VPN support and troubleshooting of Cisco VPN router and client software.- Business software support including the Microsoft Office Suite, Salesforce CRM, Adobe Professional Suites, SAP client GUI, and assorted R&D applications.- Troubleshoot and support the Avaya phone system.- Provide both local and remote support for employees globally.**Yale School of Management, New Haven, CT****Client Services/Support Analyst III****01/2007 05/2015**- Created and maintained departmental organizational units in the Active Directory.- Maintained computer software and hardware through proactive site visits and inventory management.- Installed and coordinated repair of computing devices and peripherals.- Responded to emergency calls and routine tickets for computer assistance.- Supported clients in the use of their desktop equipment.- Worked with other computing support organizations for network and software integration.- Analyzed, recommended, and implemented workgroup computing solutions.- Trained and acted as a second level of support for other Desktop Support Technicians.- Completed and documented technical projects.- Provided customer service by addressing helpdesk calls.**JVR Systems, Branford, CT****Computer Technician****02/2004 01/2007**- Maintained computer hardware and software.- Installed and repaired a variety of computing devices.- Responded to routine calls for computer assistance, upgrades, and new software.- Supported customers in the use of their desktop equipment.**Circuit-Wise, Inc., North Haven, CT****Network Administrator/Desktop Support/Server Setup****01/2000 02/2004**- Provided daily support for desktop PCs, troubleshooting hardware and software issues.- Rolled out a new NT Server platform with multiple terminals and user interfaces.- Maintained the AS400 Server and migrated to a new ERP system.- Managed the ADP Server for Time and Attendance software.- Developed and deployed the first AUP Policy for all desktop users.Education:- Branford Hall Career Institute, Branford, CT- Software and Network Administration- Gibbs College, Norwalk, CT- Associate in Computer Network Support- Gateway Community College, New Haven/North Haven, CT |
