Information Technology Support Analyst

Hansen Technologies

1. Provided Tier I and Tier II customer service and technical support for both hardware and software concerns.
2. Maintained group policy administration, domain trusts, security, and permissions in an active directory for new and established clients.
3. Resolved an average of 30 tickets per day, surpassing the team’s target by 20%, by following established protocols and troubleshooting according to the specified SLA.
4. Addressed network troubleshooting for network connectivity issues, including troubleshooting LAN/WAN problems and VPN connectivity issues.
5. Troubleshooted and resolved hardware issues with printers, scanners, and other peripherals installing and configuring these devices, as necessary. Assisted users with software-related problems, updates, and licensing issues.
6. Handled a daily average of 20 customer calls for various issues such as creating, modifying, and managing user accounts, including access permissions, password resets, and user profile configurations.
7. Educated end-users about security best practices, such as recognizing phishing attempts and maintaining strong passwords while also assisting with malware and virus removal.

Charles Sturt University

Business Analysis/ Information Technology