Senior Information Technology Analyst

• May 2022 - Present

Senior Information Technology Analyst

• Nov 2019 - May 2022

HCL Technologies delivers innovative technology solutions built around Digital, IoT, Cloud, Automation, Cybersecurity, Analytics, Infrastructure Management and Engineering. Provide Tier 3 Technical Support for $150B multinational oil and gas corporation ExxonMobil, earning a 98% first-visit resolution rate. Assess and analyze information technology systems data and technical projects in compliance with applicable legal, regulatory, and policy requirements. Maximize user efficiency by 70% enhancing software performance through regular monitoring and adjusting of OS image and configuration parameters. Achieve 80% customer satisfaction ratings and productivity target goals for three consecutive business quarters. Work collaboratively with technical team members to design digital solutions that meet clients’ business requirements and fulfill user stories, reporting data to C-suite leaders, senior managers, and executive staff. Implement the modern Windows Client Initiative across several departments to simplify IT Management and improve user experience in an effort to reduce dependence on basic infrastructure by 30% vis-à-vis 2020 and provide a full cloud-only approach by Q4 2023. Engage with cross-functional team to test Windows Modern Client before rollout into the infrastructure in order to achieve full advantage of the cloud and ease of managing devices across the organization. Provide remote desktop support to resolve tickets for hardware or software network diagnosis or resolution via telephone, email, or chat within agreed SLA of ticket volume and time. Update worklogs and follow escalation procedures for complex problems making referrals to appropriate support specialists or re-route problems to IT support staff. Support Identity and Access Management (IAM) Security Function and Data Loss Prevention (DLP) for messaging infrastructure including Mobile Device Management (MDM), corporate, and Bring Your Own Device (BYOD) initiatives. Show less

Information Technology Analyst

• Jun 2019 - Oct 2019

Environmental Resources Management is the largest global pure play sustainability consultancy, partnering with the world's leading organizations to create innovative solutions to sustainability. Managed and implemented the PG&E project overseeing 200+ computer systems to be re-imaged, setup and deployed for ERM users across North America. Delivered creative technical solutions to support a $18B+ public utility enterprise managing Microsoft Exchange Online administration of all user accounts, mailboxes, and distribution groups. Served as an administrator of Microsoft Exchange Online to create, edit and maintain user accounts, mailboxes, mail contacts, distribution groups, organizational units, and access permissions for new PG&E hires. Managed IT assets, performed deployment, configuration, and technical support for computers deployed for PG&E Project. Performed systems analysis including reviewing, analyzing, and evaluating basic business systems, processes, data, and user needs. Expanded overall team productivity by 40% assessing workload and establishing new operational change management processes. Optimized critical equipment functioning up to 25% by pinpointing issues and implementing new improvements. Worked with support tools such as SCCM Remote Assistance to remotely log on to users' devices, troubleshoot and run diagnostics, and resolve the issues. Monitored server infrastructure using VMware virtual desktop environment and reviewed server logs to identify any potential problems to recommend corrective actions. Show less

Information Technology Analyst

• Apr 2018 - Feb 2019

Eli Henry is an Information Technology organization providing services and solutions to enterprise organizations in the legal, health care, finance and energy industries. Supported energy system implementation and drilling equipment rental firms like Electronic Power Design and Johnson Specialty Tools, to improve service productivity by 60%, and analyze client business needs to provide best technical solutions. Conducted daily systems monitoring, verifying the integrity and availability of all hardware, servers, systems key processes, application logs and verified completion of scheduled jobs such as backups. Delivered remote technical support for VPN, Network, and Avaya phone issues, and System Administration of Microsoft Server using VMWare and ESX 2.5 & 4.0 Infrastructure. Migrated client enterprise data from Windows 7 to Windows 10 utilizing SCCM, in addition to backing up and restoring user data. Evaluated Microsoft Server 2012/2016 structures and accessed workload assessments to identify duplicative services & functions; eliminated redundant processes on the server by 60%. Attained a 90% success rate in resolving virus and malware issues by implementing corrective action plans. Collaborated with Business Continuity Coordinator to design, document, and improve processes for disaster recovery of core business application infrastructure. Researched, reviewed, and analyzed the effectiveness of existing standard operating procedures and developed new strategies for enhancing business processes. Show less

Information Technology Consultant

• Aug 2016 - Dec 2018

Information Technology Manager

• Jan 2015 - Oct 2017

Information Technology Administrator

• Aug 2012 - Jan 2015

. .