IT Contract - Software Installation & Testing Specialist Resume - Hire IT People

SUMMARY

Information Technology professional with more than 16 years of experience supporting end users and management in the resolution of technical software and hardware issues. Superior customer relationship and management skills combined with the ability to gain the confidence of - technical end users. Strong understanding of the escalation of complex issues to senior IT staff. Strong detail orientation and follow- up skills.

PROFESSIONAL EXPERIENCE

Confidential

IT Contract - Software Installation & Testing Specialist

Responsibilities:

Tested newly implemented Epic medical information management software for Meridan Health in multiple medical office and facilities throughout New Jersey.
Ensured that the software was properly installed on individual desktops and laptops and work tested the connectivity with printers, scanners, and label printers, credit card devices and electronic signature devices.
Worked within determined time frames within each facility as to not disrupt facility operations.
Documented installation issues and the path taken to resolution.

Confidential

IT Help Desk Analyst

Responsibilities:

Managed incoming end user inquiries regarding software and hardware issues and opened tickets to document issues and inquiry resolution.
Installed and upgraded memory cards, motherboards, sound cards, video cards and network cards.
Worked with vender of RIP software regarding software connectivity to large format printers and cutting machines.
Organized and backed-up customer graphic file for potential future use.
Performed necessary diagnostics to ensure hardware and softer were functioning at optimal performance
Research and recommended new hardware for system upgrades.

Confidential

Sr. Help Desk Analyst

Responsibilities:

Lead technician and go to expert for 15 online applications used by Confidential agents.
Opened and resolved more than 100 tickets on a weekly basis resulting from customer calls.
Consulted with Confidential Commercial Agents worldwide with access and functionality issues.
Supervised and trained a staff of four Analysts.
Key resources responsible for assisting users with second level troubleshooting.
Documented support issues and resolution of issues for future reference.
Created new user accounts and managed user permissions in accordance with company policy.
Escalated and communicated complex issues to second level support.
Participated in user testing, and participated in special projects.