IT Network Analyst

• Sep 2022 - Present

IT Support Analyst

• Nov 2017 - Sep 2022

Responds to end user computer and system trouble requests in a timely manner. Analyzes and evaluates existing or proposed solutions/systems and devises answers including related procedures to resolve issues. Assists with design, development, implementation, security and operation of network hardware and systems.

Network Administrator

• Jan 2016 - Nov 2017

Was directly responsible for 20 client networks. Worked directly with client to ensure technology is aligned with business goals. Recommended and executed upgrades and/or best practices to improve reliability, efficiency or security of client. Worked with help desk to identify root cause of tickets and proactively eliminate them. Continually updated best practices and procedures. Fixed complex/emergency support issues that may require on-site visits. Kept client's documentation up to date. On-boarded new clients. Show less

Service Engineer

• Jul 2014 - Dec 2015

First line of support for help desk requests via phone, email, and PSA system. Responsible for prioritizing and scheduling all tickets. Responsible for working all level 1 and 2 issues and escalating when required. Assigned tickets to other engineers based on urgency, skill level, or type of request. Responsible for support of over 30 organizations and 800+ endpoints.