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IT Application Support Analyst

Provide full range of support and assistance for local and remote users via telephone regarding diverse questions, problems, and requests concerning their iOS and other mobile connectivity needs. Conduct remote installations and deployments of software, proprietary software, applications, and packages. Perform remote configurations, as well as adding and testing printers for user devices. Troubleshoot wireless configurations for Odyssey Access Client Manager, Token-related password issues, Checkpoint Endpoint Remote Access VPN software, networks, servers, databases, and software. Configure Lotus Notes for users to send and receive email. Verify users' identity via IBM Tivoli Manager and Active Directory to unlock SCE internal user domain accounts and reset passwords. Document issue resolution via help desk ticketing system, HP Service Manager. Track issues via SAP Software & Solutions. Escalate issues as needed. Follow-up with users to ensure successful resolution of issues.

Provide technical support of biometric and identity 
management solutions such as Automated Fingerprint 
Identification Systems and Printrak fingerprint 
identifications systems for users throughout US, 
Canada, national security, and defense markets; 
includes, but is not limited to, fielding technical 
calls and concerns, creating service tickets, and 
logging and documenting interactions in request and 
real-time tracking systems. Utilize Cisco-based 
software for incoming and outgoing calls.

Technical Call Center Rep / 1st Level Support

Executed all phases of customer issue resolution in 
support of +10K retail locations nationwide for 
Software as a Service (SaaS) products and in-store 
payment applications WinEPS and Connected Payments. 
Provided support via phone and email. Created test 
systems to replicate users’ issues. Coordinated 
with Operations, Development, Product, and Account 
Management teams.

Helpdesk Technical Support Level III Analyst

Installed, configured, troubleshot, maintained, 
upgraded, and performed advanced recoveries of data 
on PCs; included new hardware and software, data 
archiving and backup, system diagnostics, and 
preventative maintenance.

Computer Tech Representative

Responded to, analyzed, and resolved diverse issues 
for global internal employees of Fortune 500 and 
leader in semiconductor solutions; involved desktop 
computing environment, network applications, 
production applications, and hardware spanning from 
route to moderate complexity. Monitored, addressed, 
resolved, and documented all end-user requests and 
interactions. Routed or escalated issues as needed. 
Educated users on equipment, software, hardware, 
and peripherals via phone and email. Performed 
remote installations for variety of software.

Helpdesk Support Technician

* Deployed +50 laptops including standard hardware 
installation, software installation, and 
peripherals.
* Installed application software for +50 desktops 
and laptops. 
* Reimaged PCs, and restored computer files for 
+1,000 end-users.
* Drove seamless OS upgrades, contacting and 
communicating with +300 internal users.

Desktop Support

* Reduced excess inventory and waste, 
compartmentalizing electronic storage facility, and 
discarding electronic devices as part of e-waste 
disposal initiative.
* Achieved seamless installation, wiring, and 
testing of high-speed state-of-the-art fiber optic 
voice and data networking cables throughout various 
offices from server room. 
* Minimized downtime, quickly and effectively 
assigning static IP addresses, and configuring and 
installing Ethernet thermal printers across 
multiple branch locations.

Network Technician

Served as Lead Specialist managing hard drive 
change-outs, machine rebuilds, and memory upgrades. 
Performed remote installations, troubleshooting and 
product fixes.

Technical Support Specialist

Conducted data analysis, testing, debugging, 
audits, disaster recovery, and problem solving in 
all areas of computer networking, hardware, and 
software. Researched, evaluated, and recommended 
optimal solutions for unique needs.

Achievements:
* Supported +30 remote users in time-sensitive 
environment during installation of new hardware and 
software.
* Ensured optimal efficiency of installation, 
providing full range of support for all users.
* Maximized user knowledge and customer 
satisfaction, developing and delivering 
comprehensive end-user training.

Helpdesk Support Analyst

Provided onsite retail support including diagnosis, 
troubleshooting, and repair of technical issues 
with suite of handheld, voice, and data cellular 
devices. Researched and developed solutions for 
customer issues.

Technical Support Level I Coordinator

Find out detailed information about Edward McKenzie, IT Application Support Analyst in Laguna Niguel, CA

Edward McKenzie: IT Application Support Analyst in Laguna Niguel, CA

Edward McKenzie

SOUTHERN CALIFORNIA EDISON

MORPHOTRAK, LLC.

RETALIX, LTD.

COMPUTER TECH EXPRESS

BROADCOM CORPORATION

EDWARDS LIFESCIENCES, INC.

KAISER FEDERAL BANK (n.k.a. SIMPLICITY BANK)

WASHINGTON MUTUAL FINANCIAL INVESTMENTS

LIFEMASTERS SUPPORT SELFCARE

VERIZON WIRELESS

Arizona State University