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Support Technician/support Desk Dispatch Resume

SUMMARY:

  • Highly customer - focused Server/Desktop/Helpdesk Support professional with wide-ranging experience answering support requests via phone, email, web portals, and in person, with strong organizational and communication skills
  • Support of infrastructures as large as 500 Servers/4500 users with sites in North America and Europe.
  • Extensive knowledge of AD Users and Computers and Security settings
  • Support/administration/troubleshooting of MS Office, Lotus Notes, Internet applications, and numerous industry-specific applications on Windows, Mac, AS/400, VMware and ESXi Server platforms
  • Support/troubleshooting of wired, wireless, local, remote and VPN network connectivity, DNS, DHCP
  • Configuration/support/troubleshooting of local/network printers, scanners, signature capture devices, laboratory instruments, and other peripherals
  • Team lead, supervisory, remote/virtual office, maintenance, and on-call rotation experience
  • Application support in virtual call center, support/administration of electronic medical record systems

PROFESSIONAL EXPERIENCE:

Support Technician/Support Desk Dispatch

Confidential

Responsibilities:

  • Level 1-2 support of Windows servers, network, and Windows/Mac workstations at over 200 sites nationwide
  • Application support in a variety of industries: Veterinary, law, construction, medical
  • Planning, implementation, completion, and post-deployment support of electronic medical record software upgrades
  • Mentor helpdesk staff and assist in creation of helpdesk policies and procedures
  • Dispatch incoming support tickets in Connectwise ticketing system
  • Document and dispatch incoming phone calls
  • Participation in on-call rotation

Customer Support Consultant

Confidential

Responsibilities:

  • Support, administration and maintenance of veterinary electronic medical record application—DVMAX, built on 4D database, Mac and Windows platforms
  • In-call, problem-solving and workflow recommendations as well as technical/hardware/software/network support
  • Daily documentation of calls through proprietary database
  • Confirm, reproduce and communicate defects to developers via Pivotal Tracker
  • Support for DVMAX Research software, used in Research and Development facilities
  • Participation in on-call rotation
  • Completion of system upgrades to latest version of software

Desktop Support Technician

Confidential

Responsibilities:

  • Active Directory maintenance and security
  • LAN/WAN and VPN connectivity
  • Cisco VoIP telephone system support
  • Lead on several server/client software projects, some lasting over two years
  • Windows, Lotus and application support and administration
  • Daily use of ticket tracking/inventory software (TOPdesk and Remedy/Salesforce)
  • PC hardware and software troubleshooting and support
  • Strict adherence to policies and procedures
  • Participation in on-call and maintenance rotations

Confidential, Atlanta, GA

Desktop Support Technician

Responsibilities:

  • Windows, Exchange and application support
  • Citrix server/client support
  • PC hardware troubleshooting and support
  • Cisco telephone system support
  • LAN/WAN connectivity
  • Daily use of ticket tracking software (Numara Track-It)
  • Communication and interaction with all members of the organizational unit
  • Participation in on-call rotation

Confidential,Greensboro, NC

Desktop Support Specialist/Desktop Team Lead

Responsibilities:

  • Windows, AS/400, application and email support
  • LAN/WAN connectivity, VPN support, Citrix server/client support
  • Answer incoming calls to helpdesk, resolve 85-90% of user issues, escalation as applicable
  • 24/7 support.
  • Management/administration of HelpStar helpdesk software, as well as daily use for ticketing
  • AD account maintenance and security.
  • Remote and local desktop support and .
  • Team lead responsibilities include coordination with desktop team members and other teams/team leaders for project planning, implementation and follow-up.
  • Major projects have included domain migration, quarterly deployment of new PCs, including imaging, set-up and data/user profile migration.

Confidential, Winston-Salem, NC

Transcription Department Manager

Responsibilities:

  • Daily transcription of clinic notes
  • Supervision of workflow and 5-10 remote employees
  • Established departmental policies and procedures
  • Reporting/data analysis using Crystal Reports and SQL queries of EMR.
  • Project management requiring in-depth knowledge of LAN and WAN connectivity, operating systems (98/XP/2000), MS Office 2000/XP/2003, and electronic medical record troubleshooting.
  • Directly responsible for all technical aspects of 10+ users and back-up technical for 60+ users. Departmental disaster recovery,
  • Department and remote access security,
  • Citrix Metaframe Presentation Server/client troubleshooting,
  • Terminal Services/RDP/VNC/DameWare knowledge
  • 2003 Server/AD authentication/troubleshooting
  • Research and evaluation of new technology projects

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