Frederic Wills Email & Phone Number

New York, United States

New York, New York, United States

The Analyst II will plan, evaluate, implement, and transition the day-to-day support operations on IT security related tools.The Sr. Analyst is expected to be fully aware of the enterprises security goals as established by its stated policies,procedures and guidelines and to actively work towards upholding those goals.

New York City Metropolitan Area

ITSM Metrics a. Responsible to resolve specified number of tickets per day. b. Responsible to resolve percentage of monthly tickets using remote support tools. c. Responsible to resolve percentage of monthly tickets at desktop site using mobile tools and devices. d. Responsible for publishing ticket updates to self-service interface in order to keep end-users apprised of the status of their request. e. Using established technology, technician is responsible for notifying all users of ticket ownership and contact information.f. Responsible to close tickets in a timely manner while striving to reduce the mean time to resolve each issue.Project Participation: a. Assist and participate in implementing and planning small projects or projects that are specific to the tech s assigned department. b. Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc. c. Participates in testing and evaluating new software, hardware, systems, servers, networks, etc. and implements prototypes.Administrative Tasks & Record Keeping (Journal Notes, Innotas Entries, etc.): a. Responsible to assist with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation. b. Monitor the assigned desktop queue(s) in the Front Range ticket system. Log real time written journal entries documenting actions taken on all ticket requests. Close tickets within established service levels. c. Be compliant with all responsibilities and administrative tasks: Innotas, timely journal entries, use of standard email templates, etc.

New York

Responsible for the implementation, installation, maintenance and support of End User Infrastructure Support equipment, software and connectivity for PDAs, PCs Macintosh and Windows workstations, printers, LAN, AV, Video conferencing, telephone. appropriate approach or procedure to address a work task.Responsible for assisting with creation and maintenance of written documentation on problem solutions, tool configurations and end user documentation. Monitor the assigned desktop queue(s) in the Front Range ticket system. Log real time written journal entries documenting actions taken on all ticket requests. Close tickets within established service levels. Be compliant with all responsibilities and administrative tasks (Innotas, timely journal entries, use of standard email templates, etc.).Assist and participate in implementing and planning small projects or projects that are specific to the assigned department. Involved in the installation, rollout, and/or upgrade of new software, hardware, systems, servers, networks, etc.Responsible for resolving specified number of tickets per day. Responsible for resolving percentage of monthly tickets using remote support tools. Responsible for resolving percentage of monthly tickets at desktop site using mobile tools and devices. Responsible for publishing ticket updates to self-service interface in order to keep end-users apprised of the status of their request.Responsible for closing tickets in a timely manner while striving to reduce the mean time to resolve each issue.

New York

● Installed and maintained Windows and desktop software, service packs, patches, and antivirus updates.● Replaced parts and perform computer repairs in office as well as remote locations.● Configured and installed new Microsoft and Macintosh systems.● Troubleshooted and resolved Tier 1 desktop support issues.● Directly supported the in-house service ticket software for non-emergency user related issues. This support involved resolving the issue and/or re-directing the ticket to the appropriate team who would then resolve.● Remotely supported customers using Remote Desktop, Active Directory, Cisco Jabber and Cisco Webex software.

Astoria, New York

● Tested all products for purity using Gas Chromatography among other analytical methods.● Reviewed and completed all paperwork to ensure FDA compliance.● Updated laboratory and production SOP’s.● Performed troubleshooting on all Analytical Equipment.● Ensured the calibration of all analytical equipment.● Updated the company’s website using basic HTML editing.● Handled desktop and LAN troubleshooting in a small business environment.● Assisted in purchasing computer products and applications to improve productivity.● Diagnosed, troubleshooted and resolved a range of Tier 1 software, hardware and connectivity issues.● Excelled in asking questions, analyzing and rectifying problems.

Performed the monthly monitoring and reporting of of UV radiation levelsfor all Germicidal Ultraviolet fixtures as required by New York State for DOHMH Tuberculosis Chest Clinics and Laboratories.Proficient in environmental assessments for epidemiological investigations.Coordinated Qualitative annual respirator fit testing for Bureau employees.Trained incoming personnel on SOP's.

Cyber Security Program, Cyber Security

B.A., Chemistry

BA in Chemistry