Analyst Experience
Joseph Myers
PROFESSIONAL SUMMARY:
IT Support Analyst with years of experience in diagnosing and resolving technical issues, providing network and wireless connectivity, and delivering exceptional end-user support. Proficient in software testing, desktop system maintenance, and cost-control analysis.
EDUCATION:
Evolve Security Academy: Cybersecurity Program
Colorado Technical University: Bachelor of Science: Information Technology
December 2018
PROFESSIONAL EXPERIENCE:
IT SR. Support Analyst – 04/24/2023 – 07/19/2024
NSI Industries (Contracting Agency - Optomi) – Charlotte, NC 28208
· Delivered support to users on installation, maintenance, and technical issues to ensure optimal system functionality.
· Responded promptly to urgent or emergency issues to minimize downtime and impact on operations.
· Liaised with third-party vendors to secure additional resources and support as needed.
· Assisted in the creation and maintenance of technical documents to facilitate knowledge sharing and problem resolution.
· Occasionally traveled to other sites to provide on-site support for project implementations and upgrades.
Diagnosed, troubleshot, and resolved a wide range of Tier 3 technical problems, ensuring timely and effective solutions.
IT Support Analyst L2 – 03/2022 – 04/07/2023
Indecomm Global Services (Contracting Agency - TEKsystems) – Charlotte, NC
· Trained end-users in cybersecurity best practices and provided technical support as needed.
· Frequent involvement in information technology strategic planning, which includes finding potential solutions and technologies to accommodate current and future needs.
· Supported VMware environment to include Horizon View, Workspace, and vSphere.
· Collaborated with other IT teams to resolve technical issues and maintain system availability and performance.
· Perform root cause analysis, develop checklists for typical problems, and recommend procedures and controls for problem prevention.
· Fulfilled a wide array of duties, including assisting in managing project rollouts and conversions, researching, installing, and testing new software before release, and creating several technical procedures.
· Directly supports senior managers and executive staffers; while creating user accounts, ensuring appropriate permissions are assigned to user profiles in compliance with established security protocols.
· Supports the network team with troubleshooting network outages in remote offices; installs and replaces network equipment (i.e., Network routers, switches), ensuring continuity of operations.
Support Desk Specialist 2 - 02/2021 to 06/2021
Charter Communications (Contract) – Charlotte, NC
· Provided technical support to end-users through various communication channels including telephone, email, Skype, and WebEx chat.
· Experience troubleshooting and remotely resolving all hardware, software, and voice/data communication system issues.
· Knowledgeable with Remote Access, Ticketing Systems (Cherwell, ServiceNow), various Remote tools (RDP, Skype, Microsoft Teams, and WebEx), VOIP, and VPN (Pulse Secure, Global Protect).
· Successfully diagnosed and problem-solved system, hardware, and software-related issues and supplied detailed documentation on the steps taken until resolution. Worked to resolve a variety of network issues.
Help Desk Analyst - 09/2019 to 10/2020
Fontem Ventures US (Contracting Agency - Randstad) – Charlotte, NC
· Collaborated with vendors on projects to implement a Service Now ticketing system for our office environment that created a smoother ticket process for our end users and IT Department.
· Set up mailboxes using Intelligence Hub, Intune Company Portal, Device email settings using corporate information, and downloaded email applications from the play store to install on devices.
· Cleared browsing data using ipconfig commands, ipconfig /flush DNS commands, and the release and the renew commands in the command prompt to reset/restore network connection.
· Added multiple IP/DNS server addresses to end users’ devices that needed to access other domain pages that our images could not reach while placing them in the order the machine should read them.
· Managed print servers – when it came to adding printers via TCP/IP address and updating print servers to match the correct IP address of the Network printer if changed due to being offline due to a power outage or if relocation of the device needed to take place.
Service Desk Technician 2, 04/2017 to 05/2019
Goodwill of the Olympics & Rainier Region - Tacoma, WA
· Set up mobile devices and tablets with company emails for the user and assisted end users with troubleshooting any issues regarding their email. The devices include iPhones, Android, iPads, and Samsung Galaxy tablets.
· Worked with installation, configuration, troubleshooting, support, and maintenance of PC hardware and peripherals, including desktop computers, laptop computers, and networked printers.
· Managed groups and pushed out updates to users within Active Directory to include, created/disabled user accounts, assigned specific member groups to user’s profile, managed computers, and moved accounts to correct OU’s, etc.
· Troubleshoot and resolve issues related to malware infections and educate end-users on the issues surrounding computer and network security.
IT Specialist - Federal Work-Study, 03/2016 to 11/2016
Colorado Technical University – Colorado Springs, CO
· Exchange – Created and removed end users’ mailbox, managed end users’ space, helped users with PST files and assisted users with troubleshooting all application issues.
· Active Directory – Managed groups and pushed out updates to users. I have also created/disabled user accounts, assigned specific member groups created to users’ profiles, managed computers, and placed members and computers to the correct OU’s,
· Named and solved technical issues with a variety of diagnostic tools. Used Remedy (BMC - Track-It) ticketing systems to manage, document, and provide resolution notes to ticket numbers.
12B-Combat Engineer, 01/2011 to 05/2014
· Conducted/took part in extensive monthly training in demolition, breaching, explosives, crisis management, and basic tasks while stationed stateside.
· Driven to learn and use new skills to become more effective personally and professionally. Maintained the readiness of sensitive military equipment during all monthly training operations and while overseas.
· Perform well under pressure with the ability to multi-task while working in stressful environments.
· Supervised and maintained accountability of up to five junior enlisted soldiers while training in Garrison/Stateside.
PROFESSIONAL ASSOCIATION:
Association of United States Army (AUSA)
CyberSC (Cyber SC)
