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:

Confidential, Atlanta, GA

Desktop Support Technician

Responsibilities:

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