Help Desk Analyst
Resume:
Alan Livensperger, MBA
Jacksonville, FL 32207
ad8pj2@r.postjobfree.com
Education
MBA in Business Management
Touro University International Cypress, CA
June 2007
B.S. in Business Management
University of Phoenix – Plantation, FL
February 2004
·Work Experience
·Help Desk Analyst 1 Jacksonville, FL July 2023-June 2024
·Loop Recruiting
·Responsible for taking calls remotely for users from Unisys employees and contractors.
·Reset passwords, unlocked users using Active Directory, troubleshooting Windows 11 laptops, Office 365 and Citrix connections. Used Letmein and Service Now as a ticketing system. Assisted user with iOS devices and using MFA- OKTA and Authenicator.
·
·Help Desk Analyst Jacksonville, FL March 2022-June 2023
·Infinite Staffing
·Responsible for taking calls remotely from employees, members and providers for Molina Healthcare. Reset passwords, unlocked users using Active Directory, Bit Locker Recovery, troubleshooting Windows 10, Citrix VDI and Office365. Used Bomgar for remote access and Service Now as a ticketing system.
·
·Help Desk Analyst II
·Interactive Resources Jacksonville, FL January 2022-February 2022
·Responsible for Tier 2 support for FIS employees. Providing assistance for user's experiencing issues with VPN, installing software, setting up work stations, password resets, MFA issues and Office 2016 issues.
·
·HelpDesk Analyst III
·Orion INC Jacksonville, FL October 26, 2021-December 2021
·Responsible for technical support for Fiserv employees. Worked from home position providing support for remote and office users. Supported Windows 10 laptops, VPN access, Active Directory, Mainframe, MFA applications and password resets. Used Service Now as a ticketing system.
·
·Team Lead Senior Production Engineer
·MergeIT Staffing Jacksonville, FL September 17th 2021-October 6 2021
·Responsible for overseeing 3 technicians in the imaging of 2200 laptops for Deutsche Bank. Adhered to all bank procedures and finished the project on time and under budget.
·Contractor Tier 1 Help Desk Analyst
·Bank of America Jacksonville, FL October 2020-September 2021
·Responsible for technical support for Bank of America employees. Worked from home providing support for Windows 7/10 laptops, IOS and Android phones. Assisted users with troubleshooting of bank applications, including Office 365, VPN, Vmware, Remote PCs and used Remedy ticketing system.
·
·Security Officer March 2020-October 2020
·Weiser Security Services Jacksonville, FL
·Provided security at Flightstar facility. Assisted employees, visitors and accepted delivers. Worked a variety schedules and provided excellent customer service.
·
·Armed Security Officer October 2019-March 2020
·First Coast Security Jacksonville, FL
·Provided armed security to JEA facilities in the Jacksonville area. Assist employees and visitors with sign-in and sign out procedures and excellent customer service. Service Desk Analyst II August 2019-September 2019 Datumcomputingsystems- Jacksonville, Fl
·Responsible for technical support from home for Comcar trucking associates.
·Supported Windows 7/10 laptops and Dell desktop computer.
·Had the responsibility to terminate or enter employees in Active Directory.
·Used Service now to track tickets and SLA requirements.
·
Service Desk Technician II
Compucomp- Jacksonville, FL January 2019-April 2019
·Responsible for technical support for JMFamily associate
·Supported Windows 7/10 laptops, Dell Wyse terminals and desktops .
·Meet SLA requirements and supporting on-call 24/7 support program.
·Used the following applications to assist employees-RDA, Vsphere, AWS Directory Service, Active Directory, Avaya, VMware, VDI, RDN, RDA, Desktop Directory, Slack chat and Citrix Receiver using Service Now. Also supported IOS devices using AirWatch. Service Desk Technician
SNI Technology - Jacksonville, FL March 2018 to October 2018 Worked on a contract with the Automotive Broadcasting Networking assisting in installing Digital Signage in General Motors Dealerships. Worked with technicians remotely to troubleshoot connection issues using Team Viewer, WebEx, Solar Winds to gain connectivity and Active Directory to manage access.
Responsible for managing 20 projects at one time at individual dealerships nationwide and adhering to all of GM’s standards for installation. Worked independently with limited support from management on projects that included generating deliverables from other cross functional departments and team members. Maintain implementation of SLA standards on all projects while working with Project and Vending Coordinators, IT teams. Using Jira, Sales Force and Microsoft Office to document progress. Help Desk Support Agent
Connection - Jacksonville, FL November 2016 to March 2018 Responsible for technical support for Grainger employees domestically and internationally. Supporting Windows 7/10 laptops and desktops at company help desk and printers. Assisted Canada users in EDI requirements to meet Grainger standards. Was involved in several ad-hock project management groups to bring newly acquired business groups up to Grainger standards. Meet SLA requirements and teammate of on call 24/7 support program. Assisted in a remote Windows 7 to Windows 10 migration for laptop users. Supported the following applications to assist employees-Avaya, Cisco phones, Salesforce, IOS devices using Service Now, Lync, Active Directory, SAP, Slack Chat and GoToAssist.
Contact this candidate