Windows 7,8,10
Kristopher Sanders
IT Analyst
Boston
Summary
Enthusiastic, self-taught analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of ticketing systems and troubleshooting and training in hardware, security, and networking technologies. Motivated to learn, grow and excel in Information Technology.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
2
2
Languages
Work History
Regional Technical Support Technician
Littler Mendelson PC
Boston
09.2022 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across six offices in the US and Canada.
- Maintained and monitored stock of hardware for all of my offices
- Assisted with changes to local servers and network implementation across offices
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage, process, and document support actions and requests.
- Configured hardware and granted system permissions to new employees.
- Researched and identified solutions to technical problems.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Ran reports for group tracking and feedback across the national team
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
User and Business Systems Analyst
John Snow Inc.
Boston
02.2022 - 09.2022
- Investigated system issues and implemented resolutions to reduce downtime by working with clients based on business needs.
- Installed system updates to address vulnerabilities and reduce security issues through use of Nessus Manager.
- Improved imaging process through modification of powershell scripting for new and existing baseline software and syncing of source media across established servers in US and Europe.
- Imaged devices while ensuring quality of standardization for clients across the US.
- Enhanced and reconstructed computer systems to increase efficiency through available hardware alteration and software upgrades/changes.
- Covered front-line emergent issues as they arose and triaged tickets on a rotating basis.
- Assisted with identifying and correcting system-wide issues as they became apparent.
- Hosted new hire IT orientation seminars weekly to teach and familiarize new clients with the company's infrastructure and available baseline software.
- Hardware/Software utilized: Dell Laptops and PCs, Macbook Pro systems, Google suite software with AODocs management system, Kace, Micro Focus iManager, Nessus, OpenNMS, PacketFence, Microsoft Office Suite 2016-2021, Active Directory, FreshService
Senior Deskside Support Technician -CS Draper Labs
CompuCom
Cambridge
08.2020 - 02.2022
- Troubleshot problems or issues with both physical and virtual devices.
- Diagnosed hardware and networking issues from affected endpoints.
- Supported operating systems in environments listed below; office/collaboration software including Office, Teams, WebEx, Skype, and Adobe; and engineering software including MatLab, SolidWorks, and NI equipment software configuration.
- Imaged approximately 150 Windows devices and MacBooks for deployment per year, including restoring data and installing applications for device replacements.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Interfaced with tier 3 support to investigate configuration and implementation issues during and following rollout of software and infrastructural applications.
- Trained new team members during onboarding process
- Created and improved team documentation regarding policies and procedures while streamlining these for support action consistency.
- Assisted with metric tracking and reporting for monthly and quarterly reports
- Documented troubleshooting and corrective actions in ServiceNow.
- Environments Utilized: Windows 7, 8, 10; various Mac OSx versions from Mojave through Big Sur, Some Linux operating systems
Technical Customer Support Specialist
Ricoh USA
Tucker
01.2019 - 05.2020
- Resolved hardware and networking issues over phone with 60+ customers daily.
- Maintained 80% success rate on first-call resolutions, escalating complex concerns to supervisors or field personnel to achieve necessary support.
- Entered customer interaction details in Service Now, Salesforce, and Oracle R12 to track requests, document problems and record solutions offered.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Environments utilized: Windows 7, 8, 10; various Mac OSx versions from Sierra to Mojave; Mobile architectures including Android, Apple iOS, and Windows; Chromebooks.
Team Lead
Intelliteach
Atlanta
02.2017 - 12.2018
- Oversaw team of 16 agents focused on desktop support, software, and networking calls.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Managed telephone system for 75 personnel and routed external calls to provide quick connection.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Mentored new analysts by relaying information on company procedures, guided troubleshooting, resolved IT issues and delivered constructive criticism upon completion of job tasks.
- Environments: Windows XP, 7, 8, 10; various Mac OSx versions, mobile technologies including Android, Apple iOS, and Blackberry; various VDI technologies including Citrix, VMware, and AWS;
- Technologies: MDM including OKTA, Maas360, and MobileIron; Document management solutions including NetDocuments; VPN including AnyConnect.
Education
No Degree - Psychology
Georgia Institute of Technology
Atlanta, GAHigh School Diploma -
Mill Creek High School
Hoschton, GA 08.2005 - 05.2009
Skills
Customer Service Expert
Organization/Documentation Skills
Technical Issue Analysis
Networking
MFD equipment
Desktop and Mac Support
Hardware Support
Software
MacOSX
Remote Connection Technologies
ServiceNow
Data Backup Solutions
RSA
Active Directory
Certification
CompTIA Security+
Timeline
Regional Technical Support Technician
Littler Mendelson PC
09.2022 - Current
User and Business Systems Analyst
John Snow Inc.
02.2022 - 09.2022
Senior Deskside Support Technician -CS Draper Labs
CompuCom
08.2020 - 02.2022
CompTIA Security+
04-2020
IT Information Library Foundations Certification (ITIL)
03-2020
CompTIA Network+
02-2020
CompTIA A+ Technician
12-2019
Technical Customer Support Specialist
Ricoh USA
01.2019 - 05.2020
MOS 2016 Expert
07-2017
Team Lead
Intelliteach
02.2017 - 12.2018
High School Diploma -
Mill Creek High School
08.2005 - 05.2009
No Degree - Psychology
Georgia Institute of Technology