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Runako Stewart

@runakostewart

Sr. IT Analyst at Parallon/HCA Healthcare who delivered Tier 2/3 support and streamlined device provisioning across multi-site operations.

United States

Message

At Parallon/ HCA Healthcare, I delivered Tier 2 and Tier 3 support for Windows 10/11, Microsoft 365, and enterprise mobile devices across distributed multi-site facilities. I streamlined onboarding and offboarding through standardized device provisioning and configuration.

I monitored ticket queues and followed up to maintain SLA adherence, while identifying recurring issues with engineering resolver groups. Earlier, at Dell Computer, I coordinated workloads across distributed technicians and handled complex escalations.

Experience

Work history, roles, and key accomplishments

Sr. IT Support Analyst / Client Support Analyst II

Parallon / HCA Healthcare

Jan 2010 - Aug 2026 (16 years 7 months)

Delivered Tier 2 and Tier 3 technical support for Windows 10/11, Microsoft 365, and enterprise mobile devices across distributed multi-site facilities. Streamlined onboarding and offboarding workflows and monitored ticket queues to maintain SLA adherence.

Windows 10 11 Microsoft 365 Mobile Devices Hardware Diagnostics Active Directory ServiceNow IT Service Management Endpoint management SCCM Intune Remote Desktop Tools Agile Scrum

IT Support Analyst

Gresham, Smith and Partners

Jan 2006 - Dec 2009 (3 years 11 months)

Provided Tier 2 end-user support across multi-site branch locations for Windows desktop fleets, laptop hardware, and mobile devices. Administered user accounts and system access levels within Active Directory.

Windows Hardware Mobile Devices Active Directory User Account Administration Device Provisioning Documentation

Escalation Specialist / Team Lead

Dell Computer

Jan 2003 - Dec 2006 (3 years 11 months)

Coordinated workload across 6+ distributed technicians, managing shift ticket assignments and daily support activities. Acted as primary escalation point for complex hardware failures and operating system faults.

Technical Support Team Coordination Ticket Queue Management SLA Adherence Hardware Diagnostics Coaching