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Click here or scroll down to respond to this candidateCandidate's Name
Loganville, GAPHONE NUMBER AVAILABLE EMAIL AVAILABLESystem AdministratorSystem Administrator with years of outstanding experience. Track record with maintaining robust, scalable, and secure IT systems. Expertise in optimizing performance and ensuring reliability. ExperienceBank of Montreal, October 2011 December 2023(acquired Bank of the West February 2023)Branch Support System Administrator I & II Oversaw the daily operations of the branch's IT systems, ensuring that servers, workstations, and network devices were functioning properly, as well as monitored system performance and addressed any issues or disruptions. Provided end-user support for hardware and software issues within 600+ branches. This includes troubleshooting problems, responding to end user inquiries, and guiding staff in using IT resources effectively. Managed the branch's local area network (LAN), ensuring connectivity, configuring routers, switches, and firewalls, and maintaining network security protocols, while meeting service level agreements. Installed and configured software and hardware for the branch, including operating systems, business applications, and specialized tools required by the branch. Managed user accounts, permissions, and access controls, ensuring the staff had appropriate access to systems and data based on their roles. Ensured the branch complied with Corporate IT Policies, industry regulations, and cybersecurity standards. Maintaining documentation of system configurations, procedures, and changes. Acted as the liaison between the branch and the Central IT Department. Coordinating on larger IT projects, updates, and ensuring alignment with the organization's overall IT strategy. Executed disaster recovery plans to ensure the branch can recover from any IT-related emergencies, such as data loss, system failures, or cyber-attacks. Provided training to branch staff on new systems, software, and security best practices to enhance their IT proficiency.Candidate's Name PHONE NUMBER AVAILABLE EMAIL AVAILABLEBank of the West, March 2001 September 2011Help Desk IT Support Analyst I & II Diagnosed and troubleshooted hardware and software issues, including PCs, laptops, mobile devices, printers, and other peripherals, using remote desktop tools to assist users in resolving their issues Also, guided users through step-by-step solutions or performing basic repairs. Logged all support requests and incidents in the help desk system or ticketing system, prioritizing and categorizing issues based on their severity and impact on business operations. tracked the progress of tickets and ensuring timely resolution according to service level agreements (SLAs). Setup/Managed new and current user accounts, passwords, and permissions for systems and applications, assisted with password resets, account unlocks and ensured appropriate access controls. Installed, updated, and supported software applications. Assisted users with software configuration and providing guidance on best practices and troubleshooted software compatibility and performance issues. Created and maintained documentation related to common IT issues and their resolutions, within Knowledge Base Articles, FAQs, and technical manuals to assist both IT staff and end- users, to improve response times and problem-solving capabilities. Provided excellent customer service by maintaining a professional and patient demeanor when working with users, followed up, ensuring users feel supported and that their issues are addressed in a timely and effective manner. Also, assisted in training users on new systems, software, and IT best practices, offering guidance on how to prevent common issues and improve their use of technology.EducationInformation Technology & Network Administration Certification Computer Learning Center Trade SchoolSkillsCustomer Service Remote Desktop Support Microsoft Desktop Operating Systems (Windows XP, Windows 7, Windows 8, Windows 10) Technical Documentation Disaster Recovery ATM Support Server 2003/2008/2012 Bomgar Representative Console Active Directory Active Directory Group Policy Microsoft Remote Desktop Support Tools VMWare Touch Point Teller, Touch Point Sales & Service, Touch Point Administrator Console Cherwell Ticking System HEAT Ticketing System |
