End User Help Desk Analyst at EIT (Enterprise Information Technology), Saint Mary's University

Provided comprehensive IT analysis to educational stakeholders, documenting business and functional requirements to prevent user issues and improve support processes. Delivered IT support services to students, faculty, and staff, gathering user needs through interviews and surveys. Troubleshot computer, network, and phone issues and improved support efficiency through process reengineering. Created and maintained knowledge base articles and managed service calls in the EIT call tracking system. Escalated system outages using root cause analysis and ensured a streamlined issue resolution process.

I.T. Support Analyst at Department of Inland Revenue

Led troubleshooting and setup of laptops for meetings, optimizing configurations and documenting processes. Resolved software scanner issues by gathering user requirements and implemented solutions to support productivity. Diagnosed and repaired ethernet connectivity issues and addressed minor printing problems. Engaged in process reengineering to improve IT support workflows and collaborated with stakeholders to define requirements for IT support improvements.

Technician Staff at Technical Services Team, Bahamas Technical Vocational Institute

Set up projectors and connected laptops for college events, documenting standardized procedures. Collaborated with interns to install and troubleshoot Microsoft Office on desktops. Replaced obsolete desktops in the library with Windows 10 systems and created ethernet cables for classroom wired connections. Streamlined installation and cabling processes through process reengineering to enhance efficiency and workspace organization.

Technician Salesclerk at Security Depot

Assisted customers in selecting products by applying active listening to understand needs, and documented feedback to improve recommendations. Installed entertainment applications and troubleshot Smart TV devices for resale, ensuring quality standards. Diagnosed Wi-Fi issues with wireless access points and developed troubleshooting documentation that enhanced support efficiency and customer satisfaction.

I.T. Analyst at Nassau Airport Development/NADI

Monitored switch and patch panels while assisting with software troubleshooting to minimize downtime. Installed flight data management applications across airport sections and created installation guides. Set up all-in-one PCs and documented best practices for testing functionality. Managed calls from various airport departments, capturing issues accurately and streamlining issue tracking for timely technical support.

End User Help Desk Analyst at EIT (Enterprise Information Technology), Saint Mary’s University

Provided comprehensive IT analysis and support services to students, faculty, and staff. Documented business and functional requirements to prevent user issues, managed support calls and tickets, escalated system outages, and created knowledge base articles. Utilized troubleshooting methodologies for diagnosing computer, network, and phone-related issues and engaged in process reengineering to improve support efficiency.

I.T. Support Analyst at Department of Inland Revenue

Led troubleshooting and setup of company laptops for meetings, resolved software scanner and connectivity issues, fixed minor printing problems, and documented standardized IT support processes. Applied root cause analysis and requirements elicitation techniques to improve operational efficiency and service delivery.

Technician Staff at Technical Services Team, Bahamas Technical Vocational Institute

Set up audiovisual equipment for college events, collaborated with interns on software installation and troubleshooting, replaced obsolete hardware with new systems, and developed ethernet cables for classroom connections. Created procedural documentation and optimized cable installation workflows.

Technician Salesclerk at Security Depot

Assisted customers using active listening to recommend items, installed entertainment applications, troubleshot devices for resale, and resolved Wi-Fi connectivity issues. Documented customer feedback and troubleshooting steps to enhance processes and customer satisfaction.

I.T. Analyst at Nassau Airport Development/NADI

Monitored technical panels and assisted with troubleshooting software and hardware issues. Installed flight data management applications, set up and tested all-in-one PCs, documented IT issues, and managed issue tracking to support timely resolution across airport departments.

End User Help Desk Analyst at EIT (Enterprise Information Technology), Saint Mary’s University

Provided comprehensive IT analysis and support services to students, faculty, and staff. Gathered user requirements through interviews and surveys to improve service delivery. Diagnosed and documented hardware, network, and software issues using troubleshooting methodologies. Created and maintained knowledge base articles to support efficient problem resolution. Handled service calls, assigned tickets to Tier 2 support, and escalated system outages using root cause analysis. Collaborated with stakeholders for process reengineering to enhance efficiency and prevent system outages.

I.T. Support Analyst at Department of Inland Revenue

Led troubleshooting and setup of laptops for meetings, ensuring device readiness and user satisfaction. Applied requirements elicitation techniques to align laptop configurations with organizational standards. Resolved software scanner issues and fixed ethernet connectivity problems through root cause analysis. Troubleshot minor printing issues and documented procedures to facilitate quick resolutions. Engaged in process improvements to optimize hardware and software support workflows, collaborating closely with stakeholders.

Technician Staff at Technical Services Team, Bahamas Technical Vocational Institute

Set up projectors for instructors, documented setup procedures, and created standardized guides. Collaborated with interns to install and troubleshoot Microsoft Office and desktop PCs. Replaced obsolete desktops with new systems, performed Windows 10 installations, and ensured enhanced system capabilities. Created ethernet cables for wired classroom connections, applying process reengineering to streamline cable installations and improve workspace organization.

Technician Salesclerk at Security Depot

Assisted customers with product recommendations using active listening to identify needs. Installed entertainment applications on Amazon Firesticks and provided user-guided demonstrations to enhance brand awareness. Troubleshot Smart TV devices for resale and diagnosed Wi-Fi issues with wireless access points, creating documentation for troubleshooting and process improvements.