Sr. Site Support Analyst Resume PA - Hire IT People

TECHNICAL SKILLS

Windows 10, 8.1, 7, and MacOS: Support, Configuration, Troubleshooting, Problem Resolution
Windows Server 2016, 2012, 2008, 2003: Configuration, Clustering, Active Directory, Group Policy
VMWare Workstation, and Microsoft Hyper - V: Test & Demo Environment Virtualization, Support
ADK, USMT, MDT, SCCM: Windows Client Management
Office 365 Suite, Teams, OneDrive: Account Creation, Archiving/Restoration
LogMeIn, Bomgar, GoToAssist: Remote Support Tools
Flexera Adminstudio, Microsoft App-V and MSI: Application Packaging & Repackaging
PowerShell: Intermediate Scripting
Cisco Meraki: Cloud-Based Mobile Infrastructure/Networks
Tableau: Analytic Dashboard Creation

PROFESSIONAL EXPERIENCE

Confidential, PA

Sr. Site Support Analyst

Responsibilities:

Initiated technical documentation & hand-on training for new enterprise initiatives including Microsoft Teams, OneDrive, Office 365, SharePoint and Bomgar
Hands on IT management of up to 8 support analysts within US, Mexico & Brazil tier 3 escalations; resolving new hire deployment, application installs, hardware repair and replacement
Designed, evaluated, deployed, and documented imaging process for Windows 10 via MDT for Dell and Lenovo hardware
Initiated quarterly review of SOP and process documentation, update, replace or retire process
Established new and managed existing partners & vendor relationships, with a primary focus on education of outsourced tier 1 support queue, new computer equipment and technical accessories
Managed all corporate office openings, moves and closures within continental United States
Requested representative to resolve all IT-related issues for C-Level executives

Confidential, PA

Windows Migration Specialist

Responsibilities:

Architected Microsoft USMT process to backup and restore client profiles based on best practice and client requirements for 4,000 Windows 7 systems.
Designed technical intake guide outlining upgrade process for 25 nationwide sites
Promoted to technical manager for pilot site of eight specialists to keep USMT migration process on schedule
Leveraged Microsoft Orchestrator reporting to highlight issues, created resolution process guide
Initiated best practice issue resolution training program and documentation for Tier 3 IT support
Promoted to Windows 10 Quick Response Team during nationwide rollout

Confidential, Cranford, NJ

Technical Analyst Lead

Responsibilities:

Consulted for: AmerisourceBergen, Fannie Mae, MassDOT, Pratt & Whitney, New York Life.
Leveraged Adminstudio (self-taught) and PowerShell scripting to complete client packaging portfolio.
Owned application packaging process and accompanying documentation: averaged 92% completion & sent to UAT without rework
Initiated packaged software importation into Microsoft SCCM, including building and testing deployment collection; performed extensive regression testing prior to UAT
Completed Windows 7,8.1 and 10 migration projects ranging from 3700 to 11000 systems
Requested by client IT to act as education liaison during go live of new offerings
Promoted to role of Technical Lead managing 10 employees review sign-off documentation
Crafted multi-part Help Desk incident tracking dashboards using Tableau, three months ahead of project deadline
Designed interactive user experience for 500 user non-automatable software upgrade; Received positive user feedback, stating the overall experience was “fun”
Primary support liaison for Skype for Business upgrade on 3,000 computers; Installation deployment was fully error-free, and less TEMPthan 5% of user community reported issues related to back-end

Confidential, PA

IT Analyst, Systems Engineer

Responsibilities:

Implemented technical support workflows and documentation for known issues, increasing first call resolutions by 23%
Saved company estimated $100k in shipping costs and average of 1.5 days per employee of work time lost by early identification of common hardware issue, and created solution end users could implement
Requested to join enterprise initiative for deployment of 30,000+ devices from Windows XP to 7
Modernized presentation process for Healthcare division bids - received company technical innovation award
Help Desk support and maintenance for all residential telephone and internet customers
Assisted residential customers new service activation, billing inquiries and account questions.
Performed testing and troubleshooting for commercial and residential internet and phone connections
Promoted to Network Operational Support troubleshooting dedicated voice and internet services