📌 Summary
As a Technical User Support Analyst at Medtronic, I helped manage and maintain endpoint systems for the remote sales team. My role involved resolving hardware and software issues, improving IT processes, and collaborating with local and global IT teams to keep things running smoothly.
📂 Role Overview
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💼 Company: Medtronic
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📆 Duration: April 2018 - February 2019
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🏢 Employment Type: Full-time
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📍 Location: Memphis, TN
🎯 Key Responsibilities
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Customer Support and Troubleshooting - Provided support for hardware, software, and account issues to keep the sales team productive.
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Collaboration with IT Teams - Worked with local and global IT teams to solve technical challenges and support systems.
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Service Management and Issue Resolution - Used ServiceNow to track and resolve service requests, ensuring quick responses to critical issues.
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Process Improvements - Identified areas where IT processes could be improved and led efforts to make them more efficient.
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Training and Support - Provided hands-on technical training to the sales team, helping them get the most from their field sales systems.
🚀 Achievements and Impact
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✅ Automated IT Deployment - Developed a PowerShell script that sped up system setup and updates by 20 minutes per machine, improving efficiency.
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✅ Improved Service and Issue Resolution - Acted as the liaison between users and IT teams, improving troubleshooting and response times for technical issues.
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✅ Increased Operational Efficiency - Introduced automation tools that reduced manual tasks, improving system uptime and allowing the sales team to focus on business.
🛠 Skills
- Adaptability and Learning
- Collaboration and Teamwork
- Customer Service and Communication
- Documentation and Knowledge Management
- End User Training and Support
- Hardware and Device Management
- Incident Management and Resolution
- Problem Solving and Critical Thinking
- Process Standardization
- Project Management and Task Prioritization
- Proofreading and Editing
- Security and Compliance Management
- System Administration
- Technical Writing
💻 Software and Tools
- Microsoft Deployment Toolkit (MDT)
- Microsoft Office Suite
- PowerShell
- Security and Antivirus Tools
- ServiceNow
- VPNs
- Windows Deployment Services (WDS)
- Windows OS
📜 Applicable Certifications
- Advanced Windows Scripting (DHS.gov)
- Coding 101 (DHS.gov)
- Foundations of Incident Management (DHS.gov)
- IS-240B Leadership and Influence (FEMA)
- IS-242B Effective Communication (FEMA)
- Mobile and Device Security (DHS.gov)
- Project Management (Alison)
- Windows Operating System Security (DHS.gov)
🔗 Related Links
- 🌐 Company Website: Medtronic