Client Technology Analyst Resume Profile

Qualified by:

Over twelve years of consistent professional growth in the computer industry field.
Ability to understand non-technical requests and implement technical processes to meet end-user needs
Capable of taking initiative and making pro-active, sound network decisions
Excellent documentation and tracking skills to provide a sound basis for requested hardware/software/ upgrades
Functioned as part of multi-functional teams
Professional attitude/demeanor, providing comfortable communication with all levels of end-users
Loyal, with integrity and can-do attitude
Understanding of hardware and software installations, troubleshooting and on-site repair
Primarily self-taught, with strong aptitude for electronics, resulting in A Certification

Sustainable Achievement

Sole responsibility for the individual upgrades and rollout of over three hundred colleague's client side computers in one location from Siemens client server to Meditech client server. While Siemens is still employed for archiving purposes, this implementation provides cost-effective end results.

Professional Experience:

Confidential

Client Technology Analyst

Imaging, configuration and implementation of client workstations and laptops
Sole technical resource for Mercy Health Systems site of over 300 users:
Configuration of wireless handheld devices
Professional and timely response to end-users' needs to resolve workstation issues
Troubleshooting, installation and repair of a variety of software programs and applications
Troubleshooting and repair of Lexmark/Hewlett Packard printers, including exchange of fuser assemblies, use of maintenance kits, and alternate rollers as necessary
Use of tone generator to locate/match data lines to switches to enable troubleshooting, punching down cross-connects to establish end-user live ports
Configuration of end-user profiles, email accounts and password resets in Active Directory accounts
Use of Microsoft's SCCM 2007 to push out patches, updates, and target client computers to install software packages
Documentation of all tickets including opening, updating, escalating, resolving and allocating as necessary using the HEAT database system
Evaluated customer needs and proposed solutions for those needs

Confidential

Customer Service /Help Desk Support

Provide 1st level support troubleshooting and resolution of end-user difficulties via telephone
Direct technical resource for over 500 end-users:
Remote control into end-user systems via Altiris for configuration and resolution of user difficulties
Escalation and routing of tickets to appropriate personnel for resolution
Recording/tracking of tickets in network engineering database
Comparative price quotes from multiple vendors
Installation and configuration of IMB-compatible computers using Windows
Installation of maintenance kits for HP LaserJet and Lexmark printers
Installation and configuration of various healthcare programs and applications.

Confidential

Operations Helpdesk Support

Helpdesk and Operations support for end users of Mercy Health System
Provide 1st level support troubleshooting and resolution of end-user difficulties via telephone
Daily and weekly backups of Siemens' Unity Mainframe servers
Downloading and retrieval of files
Escalation and routing of tickets to appropriate personnel for resolution
Printing of reports for staff

Technical Skills:

IMB-compatible computers using:
Windows NT 4.0
Windows 2000
Windows XP Pro
Windows 7
Windows 8

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