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Click here or scroll down to respond to this candidateCandidate's Name
Street Address PHONE NUMBER AVAILABLE EMAIL AVAILABLETechnical Support and Customer Service backgroundMore than twenty-six years of experience in IT technical support.Outstanding customer service skills, both over the phone and in person.Exceptional proficiency to prioritize multiple tasks, handling last-minute changes and user requests.Provided advanced monitoring, analyzing and troubleshooting skills in solving issues related to software, hardware, network security, mobile devices, installation, configuration and maintenance.Remain calm in stressful situations using solid problem solving, organizational skills, and in supporting quality improvement processes.Have the ability to learn quickly and work in a fast-pace and stressful environment.Self-motivated, detail oriented and organized.Technical QualificationsAdvance proficiency in MS Operating systems (Windows 11, 10, NT), Microsoft Office Suites, Active Directory, Cisco commands and protocols, RDP, VPN, Splunk, VMware, Steel Central NetIM, SCCM, FIAL, Uptrends, Infoblox, CCMA, PI Vision, MDM Admin Console, ServiceNow, Protocols (BGP, DNS, TCP/IP, SMTP, POP(S), IMAP(S), TELNET, HTTP, FTP, VOIP and commands (Ping, Tracert, Ipconfig/flushdns, Telnet, Netstat). Proficient in reading network diagrams and topology and in troubleshooting Network connectivity issues.Certifications and LicensesCompTIA A+CompTIA Network+ITIL FoundationProject Management FundamentalsMicrosoft PowerPoint FundamentalsFERC and NERCEPIC Workstation ManagerMS Project 2003Commercial Driver License, Class AEducationAAS Degree - Green River Community College, Auburn WAAAS Degree - PSB College Lublin, PolandExperienceAugust 2018 - Aug. 2024 IT Technology Analyst - NOC, Puget Sound Energy, Bothell WAMonitor and control IT services performance in the area of response.Manage workflow for all reported events and alert notifications.Provided support and escalation for network physical and cyber security, Enterprise, applications, Telecommunication, servers, routers, circuits and other IT hardware and services.Acknowledge and properly categorize notifications, incidents and tasks within prescribed times.Utilize Knowledge Base and the tools to identify, resolve or escalate issues as they develop.May 2016 - Aug. 2018 IT Support Technician, Puget Sound Energy, Bothell WAProviding tier 1 technical support for incoming queries and issues related to IT systems via telephone, email, remotely and in person.Administer approved access for user accounts and apply security policies for employees and vendors in Active Directory, SAP, RSA, VDI, MDM and other systems.Resolve service desk calls quickly and efficiently with way over 80% of First Call Resolution rate.Installed computer softwares, maintain and troubleshoot desktop devices and laptops via remote connection.Provided technical triage, troubleshooting and solutions for essential information technologies.Utilize Knowledge Base and other resources that increases first contact resolution and optimize use of information technology.Aug. 2007 - July 2015 Senior Service Desk Analyst, MultiCare Health System, Tacoma WAManaged Service Desk daily operations in 24x7 support model.Analyzed processes and created workflow documentation and assisted with the functionality of hardware, network connectivity and software implementations.Responsible for providing Service Desk metrics to IT management.Developed and updated technical knowledge base articles.Coordinated system downtime, staff scheduling, and project management within departmental staff.Responded to all high severity incidents and followed established procedures.Mentored and trained team members.Responded to audit requests and used electronic ticketing system for trouble tickets, work orders, change requests, and service requests.Provided tier 2 technical assistance and support for incoming queries and issues related to IT systems via telephone, email, remotely and in person.Feb. 2002 - Aug. 2007 Desktop Support Analyst, MultiCare Health System, Tacoma WAProvided a tier 2 technical support for the MHS employees and vendors via phone and in person.Configured, imaged, and deployed PC's and laptops; installed troubleshoot software/network connection, and other peripherals (printers, scanners, signature pads, EKG Brentwood).Assisted in configuring and installing network routers, switches and access points; assist in troubleshooting network equipmentAssisted in developing and documenting system and application resolution for system users and Information Services personnel.Assisted in testing new and /or enhanced software applications and hardware proper functionality.Identified tested and implemented solutions with an understanding of organizational impact benefit and cost effectiveness.Jan. 2001 - Feb. 2002 Service Desk Analyst, Comforce Technical Services, Bellevue, WAProvided technical support to Boeing employees and vendors over the phone and remotely.Installing, troubleshooting and repairing Microsoft, Adobe and other systems softwares.Developed and updated technical knowledge base articles.Resolving secure remote connections issues via Wi-Fi, Z Token, PPTP, cable, and DSL.Resetting end user access in mainframe and Windows based applications.Provided training support on departmental procedures, policies, and technical information.Dec. 1998 - Nov. 2000 Technical Support Associate, FreeInternet.com, Federal Way WAProvided technical support to the end user. Assisted with software installation,troubleshooting and issues related to the Internet connections.Coordinated system downtime and project management within departmental staff.Provided training support on departmental procedures, policies, and technical information.Provided technical triage, troubleshooting and solutions for essential information technologies. Work involved delivering services that increase first contact resolution and optimize the use of information technology.Assisted in developing and documenting system and application resolution for system users and Information Services personnel. |
