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It Support Resume

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Fort Lee, VA

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SUMMARY:

  • Professionalism
  • Proper communication methods in the workplace
  • Immense patience and consideration of people from different cultures and backgrounds
  • Accurate tracking of trouble tickets using various trouble ticket computer systems that allow for proper documentation of issues to meet or exceed compliance with organization s service operation and SLA s
  • Ability to troubleshoot quickly and accurately resolve desktop, laptop and portable device issues:
  • 10 Years Experience with Windows XP 4 Years Experience with Windows Vista 3 Years Experience with Windows 7
  • 1 Year Experience Supporting Microsoft Office
  • 8 Years Experience Microsoft Remote Desktop
  • Numerous Printer/Copier systems including their
  • Installation, repairs and maintenance
  • Mac OS X 10.7 / Mac OS X 10.8 Essentials for Support
  • Professionals including their Integration into a Windows r other Standards Based Network
  • Diagnostic procedures and operational problems
  • Protection from & removal of malicious software
  • Diagnostic Disk and System Management Utilities
  • Data recovery from nearly any filesystem or storage device unless water or other severe damage is the cause
  • Understanding of Networking Concepts such as TCP/IPthe OSI model, network topology and security
  • 8 years experience with HTML, Photoshop and Dreamweaver
  • Windows 7 Deployment & XP Migration with Confidential
  • Microsoft Windows 7 Deployment Toolkit Microsoft User State Migration Tool (USMT)
  • Asset Management with Intuit Quickbase
  • Deployment of Cisco VoIP Phone Systems powered by Cisco Unified
  • Communications as a Service (UCaaS) from Confidential
  • Healthcare IT Regulatory Compliance topics, including those relating to the HHS, ONC, NIST, CMS, HIPAA, Confidential, ARRA
  • Eligible providers as defined by the Confidential Act and the requirements utlined to obtain or maintain government subsidized funding for the implementation of EHR/EMR systems.
  • Assistance for the creation and implementation of Meaningful Use in order to increase productivity, provide more detailed reports, and keep better track of billing and administration.
  • Best Legal Practices, Requirements and Documentation
  • EHR / EMR Access Roles Based on Job Titles using the policy of
  • Role Based Access Control (RBAC) & Least Privilege
  • Compliance & Operational Security
  • Business Continuity of Operations Plan (COOP) which includes mean time to restore (MTR), Backup & Restoration Plan, Incident ResponseRisk Management and Acceptance Control
  • Maintaining the overall Integrity, Availability & Confidentiality of PHI in compliance with HIPPA and the principles of the CIA Triad

PROFESSIONAL EXPERIENCE:

IT Support

Confidential, Fort Lee, VA

Responsibilities:

  • Work included support of Army computer labs, training rooms and dormitories.
  • Windows 7, Office 2010, printer troubleshooting with web based Remedy ticket tracking system.

Confidential, Laurel, MD

Responsibilities:

  • Work included deployment and migrations with Confidential and Confidential, Windows 7, Mac OS X, Office 2010, printer troubleshooting.
  • Ticketing system ServiceNow.

Confidential, Columbia, MD

Responsibilities:

  • Systems included Windows XP, Windows 7, Office 2007, Office 2010, basic peripheral troubleshooting including HP mobile and all in one printers, EVDO cards, and BMC Remedy FootPrints.

Help Desk

Confidential, Timonium, MD

Responsibilities:

  • Enterprise help desk support of 400+ users. Remedy Ticketing, Lotus Notes, Office 2010, Windows 7, Mac OS X 10.6.8 - 10.8.3. Also support VOIP phones & printers.

Migration Technician

Confidential, Richmond, VA

Responsibilities:

  • Desktop migration project from old Windows XP machines to new Dell Windows 7 desktops.
  • Used custom software designed by the client
  • Confidential, for the actual user data migration.
  • Assets were tracked in an Excel sheet.

Site Engineer

Confidential, Timonium, MD

Responsibilities:

  • Worked with Site Captain to ensure that all users’ computer issues were resolved so they were able to complete the Confidential .
  • Systems included Windows XP, Windows Vista, Windows 7, and Mac OS X 10.7

On Call Technician Technician

Confidential, Chester, VA

Responsibilities:

  • Provide on-site hardware & software troubleshooting/repair of computers & their associated office networks.
  • Also provide telecommuting service while not in the area.
  • Remote Desktop support including Windows 2000, Windows XP, and Mac OS X.

Migration Technician

Confidential, Richmond, VA

Responsibilities:

  • Deploy desktop and laptop computers at various state agencies using Confidential on a contract with the Virginia Information Technologies Agency ( Confidential ) through Confidential .
  • Also deploy Cisco VoIP phones at various state agencies on a Confidential as a Service contract with Confidential .
  • For asset and resolution management we used Intuit Quickbase.

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