Technical Support III Resume , Glen Mills, PA - Hire IT People

SUMMARY:

Self - motivated with 9+ years of Customer Service experience and Information Technology experience.
Exceptional understanding of User Administration, basic Networking knowledge, and Windows Operating Systems including XP, Vista, Windows 7, and Windows 8. Trained in Network Administration, IT Customer Support, Telecommunications, and Command Center Ops.
Works well independently and as a contributing member of a team environment. Excellent communication skills and ability to interact with users who are not technically educated.

PROFESSIONAL EXPERIENCE:

Technical Support III

Confidential

Responsibilities:

IT Customer Service / Systems Analyst

Confidential

Responsibilities:

Support of Windows XP and Windows 7 Operating Systems.
Support Users in Clinical Systems such as ECare, Centricity EMR, Invision, and Medic/Mysis.
Assist and educate Physicians, Nurses, Patient Care Techs, and Executives on various applications utilized for their respective positions.
Administration of User accounts including lockouts and password resets.
Coached and assisted other Analysts in a team environment and collaborated with other IT teams in problem resolution.
Triage incoming issues via telephone, email, and using a custom ticketing system and resolve workable issues as the first-level of contact.
Consulted Client Server team in building a revised Knowledge Base for future techs.

IT Consultant / 1 st Level Analyst

Confidential

Responsibilities:

77% Avg First Call Problem Resolution Rate.
81% Avg Customer Satisfaction Rate of 100.
Handles a monthly avg of 340+ problem ticket requests.
Support of Windows XP, Windows Vista, Windows 7, Windows 8, Macintosh, and Mobile platforms.
Customer Support Softwares including HEAT Ticketing system and Windows Server 2003 Active Directory.
Assisted in the development of a central virus-protection Enterprise server project.
Experienced in Microsoft Office 2010, including Outlook, Excel, Word, and Powerpoint, as well as Internet Explorer, Firefox, Google Chrome, Citrix, Dragon Naturally Speaking.
Train and assist Physicians and Patient Care Techs in Clinical applications via Remote Desktop Support.
Updates IT Knowledge for break/fix and problem trend resolution.

Support Services Technician

Confidential, Glen Mills, PA

Responsibilities:

Performs Technical Customer Service for Enterprise associates.
Monitor and Response of Business Servers and HVAC systems. Hourly checks and tasks.
Help Desk and User Administration of internal associates and vendors via phone, email, and instant messenger. Account creation in various systems, Password resets and lockouts in Active Directory, Kronos, Instant Messenger services, AS400, AIMS Account Management Systems, Remote Assistance and VPN Support of remote users.
Lotus Notes Ticketing and elevation to appropriate departments, MAC Tickets in preparation for moving or new associates.
Worked closely with Client Server, Telecom, Networking, and Dialer Operations teams on projects and various business efforts.

Communications Technician

Confidential, Aston, PA

Responsibilities:

Installation of Digital Cable Converters, Telephone systems, and Internet Service.
Internal and external residential Cabling, Telecom, and Ethernet wiring, Outlet testing and repair.
Trained customers on various devices and services.