Allen White
Raleigh
Summary
Dynamic User Support Analyst with a proven track record at the NC Department of Justice, excelling in technical support and troubleshooting. Expert in SCCM and Active Directory management, I effectively resolved complex hardware and software issues, enhancing customer satisfaction and system integrity. Passionate about delivering innovative solutions and fostering seamless user experiences.
Overview
17
17
years of professional experience
Work History
User Support Analyst
NC Department of Justice
Raleigh
06.2013 - Current
- Analyzed customer technical needs to deliver optimal solutions.
- Configured and deployed desktops and laptops tailored to customer specifications.
- Resolved hardware and software issues through effective troubleshooting techniques.
- Developed and deployed software packages utilizing SCCM for seamless customer experiences.
- Managed access and permissions for Citrix Sharefile to enhance data security.
- Oversaw Active Directory roles and permissions to ensure organizational safety.
Applied expertise in AD architecture and Group Policy troubleshooting for system integrity. - Coordinated with other IT personnel to ensure timely resolution of customer requests.
- Resolved user issues with computer hardware, software applications, operating systems, networks and peripherals.
- Provided technical support to customers through remote access and telephone communication.
Technical Support Technician
NC Department of Justice
Raleigh
05.2008 - 06.2013
- Conducted analysis of customer technical needs to recommend effective solutions.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Imaged new desktops and laptops prior to deployment.
- Resolved customer hardware and software issues through troubleshooting efforts.
- Developed training materials and procedures in proper use of hardware or software.
Education
Some College (No Degree) - Computer Networking
Wake Technical Community College
Raleigh, NCSkills
- Technical support and troubleshooting
- SCCM and Active Directory management
- Operating system deployment scheduling
- Citrix ShareFile administration
- Remote access solutions
- Hardware and software repair
Timeline
User Support Analyst
NC Department of Justice
06.2013 - Current
Technical Support Technician
NC Department of Justice
05.2008 - 06.2013
Some College (No Degree) - Computer Networking
Wake Technical Community College
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