Knowledge Management Analyst Resume

SUMMARY

Providing users, a top - level experience with my 19 years of IT skills and customer satisfaction. Nothing is more important than the people we support.

TECHNICAL SKILLS

Database: Running SQL scripts and scripts in Patrol.

Platforms: Windows NT 4.0 to Windows 10 Anniversary Edition, Android, MAC OSX and some Linux.

MS Office: Suite 97 to 2016, Acrobat suites; McAfee, Symantec SEP, 3rd party and legacy applications.

Ticketing: ServiceNow, CA, HEAT and Remedy.

PROFESSIONAL EXPERIENCE

Knowledge Management Analyst

Confidential

Responsibilities:

Started as a Help Desk Technician and provided 1st level support for users via phone, email and chat with ServiceNow.
Worked with other departments within IT resolving issues with software, hardware, networking and scripting issues.
Creating Knowledge Base Articles for the Help Desk team to follow processes and procedures; as well as coordinating with application owners to continuously update our Knowledge Base.

Desktop Support Field Technician

Confidential

Responsibilities:

Provided desktop support as well as remote support to hospital employees and 6 clinics.
Worked with users resolving issues with Microsoft, Citrix, hardware and networking issues.
Resolve open tickets using Service Now ticketing agent.

Desktop Support

Confidential

Responsibilities:

Imaged, migrated and deployed Lenovo, HP and DELL machines to State workers.
Provided 2nd level support to users experiencing issues post migration such as log in errors and McAfee Encryption errors.
Conducted surplus and inventory reports to IT management.

Windows 7 migration technician

Confidential

Responsibilities:

Supported 200 users on site post migration as well as other sites remotely with tools such as BitLocker restore utility and Active Directory.
Performed other tasks that fall into Desktop Support such as printer installs, video adapters, drivers and application configurations. Used software such as TrendMicro Antivirus, MS Office and Engineering software such as AutoCAD.
Performed other tasks that fall into Desktop Support such as printer installs, video adapters, drivers and application configurations.

Desktop Support Team Lead

Confidential

Responsibilities:

Supported over 21,000 users in the Confidential area with bank applications while using Service Now, VB Script errors, LAN issues and escalations.
On top of DSS and networking type of work, I also handled all Audio-Visual setups and issues.
Supported an entire site as a team lead for DSS related issues, handled day to day escalations and all IT Infrastructure responsibilities, as well as working closely with COO team on future projects for our site. In absence of service manager; I stepped up to tackle current issues with other DSS groups in getting our volume significantly reduced to minimize SLA and escalations.