Experience

iMedia Brands, Inc.

• United States
• Broadcast Media Production and Distribution
• 100 - 200 Employee

• IT Support Analyst Lead

  • Apr 2022 - Present

  Bowling Green, Kentucky, United States

• IT Support Analyst

  • Jul 2017 - Present

  Bowling Green, Kentucky, United States Provide comprehensive hands on support in a warehouse environment for PC hardware / software and networking, Working with & maintaining RF Guns ( Windows & Android), Ivanti Avalanche Administration. Monitoring and maintaining printer operation clearing jams and changing depleted consumables, maintaining sufficient toner inventory. Providing in person and email end user support, education and instruction Proficiently logging comprehensive service tickets and doing escalations on… Show more Provide comprehensive hands on support in a warehouse environment for PC hardware / software and networking, Working with & maintaining RF Guns ( Windows & Android), Ivanti Avalanche Administration. Monitoring and maintaining printer operation clearing jams and changing depleted consumables, maintaining sufficient toner inventory. Providing in person and email end user support, education and instruction Proficiently logging comprehensive service tickets and doing escalations on a needed basis



Atos

• France
• IT Services and IT Consulting
• 700 & Above Employee

• Information Technology Specialist

  • Aug 2015 - Mar 2017

  Capitalized on the opportunity to lead forward-thinking telephone-oriented Microsoft Office products’ technical support to Aetna employees, including supporting users with broadband and dial connectivity issues, as well as using remote assistance and SMS remote tools to troubleshoot and resolve challenges. Exhibited talent in troubleshooting and installing SCCM and APP-V packaged applications. Ensured seamless operational processes by restarting Citrix Virtual Desktops for… Show more Capitalized on the opportunity to lead forward-thinking telephone-oriented Microsoft Office products’ technical support to Aetna employees, including supporting users with broadband and dial connectivity issues, as well as using remote assistance and SMS remote tools to troubleshoot and resolve challenges. Exhibited talent in troubleshooting and installing SCCM and APP-V packaged applications. Ensured seamless operational processes by restarting Citrix Virtual Desktops for clients. Proficiently logged comprehensive service tickets using the Service Now platform. Show less



Xerox Services

• Information Technology Specialist

  • Jul 2013 - Aug 2015

  Spearheaded results-focused telephone-based technical support to Aetna employees to assist with Microsoft Office product issues, including supporting remote users with broadband and dial connectivity. Recognized for job excellence with selection by management to participate in and complete key projects. Contributed skill with remote assistance and SMS remote tools to support troubleshooting and resolution.



Aetna, a CVS Health Company

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Information Technology Specialist

  • Jul 1998 - Jul 2013

  Middletown, Connecticut, United States Utilized broad scope of IT knowledge toward providing prompt technical support of Microsoft Office products to Aetna employees via telephone, Avaya chat, and email, including demonstrating experience in supporting remote users with broadband and dial connectivity programs to ensure seamless functionality. Optimized administrative / data recordkeeping by logging service tickets via Peregrine / HP Service Center. Proactively participated in the company’s Windows Vista pilot… Show more Utilized broad scope of IT knowledge toward providing prompt technical support of Microsoft Office products to Aetna employees via telephone, Avaya chat, and email, including demonstrating experience in supporting remote users with broadband and dial connectivity programs to ensure seamless functionality. Optimized administrative / data recordkeeping by logging service tickets via Peregrine / HP Service Center. Proactively participated in the company’s Windows Vista pilot program. Collaborated with management to train new agents on processes.

• Email Operations Support

  • Jan 2008 - Oct 2008

  Strategically steered use of Active Directory and Microsoft Exchange tools to troubleshoot mailbox issues, including responding to and / or resolving trouble tickets regarding wide-ranging email delivery problems. Increased exchange mailbox capacities upon employee requests, and created mass mail distribution lists. Demonstrated experience in viewing and restarting Exchange 2007 server backups on failures.



Aetna, a CVS Health Company

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Network Analyst

  • May 1997 - Jul 1998

  Hartford, Connecticut, United States Played a vital role in monitoring Microsoft Mail delivery servers (Mail Transfer Agents) while ensuring smooth-running operational processes by preventing mail backlogs to maintain efficient mail traffic.