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Desktop Service Technician Resume

SUMMARY:

  • Accomplished Information Technology professional with over 25 years of experience. Builds and maintains effective relationships throughout organization to advance performance excellence.
  • 17 years providing award winning support and analysis to thousands of users worldwide, earning a reputation for high productivity, complex problem resolution and a high level of professionalism.
  • Excellent verbal and written communication, documentation, and diagnostic skills. Consistently solve client issues all the while, adhering to all Service Level Agreements, deadlines, corporate protocols/ policies.
  • Proactive self starter. Known to initiate process and system improvements to increase system stability and staff productivity while keeping in time with a fast - paced learning and growing environment.

TECHNICAL SKILLS:

Network Systems: Proficient in the construction, design, and support of small, medium, and large networks including implementation and administration of Cisco network infrastructure. Experience in Cisco Catalyst switch and router configuration. Other brand/product support includes Brocade, Qlogic, McData, JNI, and Emulex HBA.

Operating systems: MS DOS, Microsoft Windows/Home, Professional, and Server families, MAC OS, Redhat Linux, Fedora Core, SUZE Linux, and Solaris.

Business application software: Microsoft Office Professional/Office 365 MS Word, MS Excel, MS Access, Microsoft Lync/, Teradata SQL Assistant, PowerPoint, Visio, Outlook/Outlook Express, Front Page, and Publisher, SharePoint, MS Teams, Active Directory, LAN Desk/Altiris, Bomgar/Remote Desktop, Skype for Business, Zoom, Open Office, Oracle - IBIS, Oracle PeopleSoft Financials 9.1, Ultra Edit, Avaya One, Oracle People Tools, IBM Rational/High RUP, ReqPRO, Quality Manager, Mainframe applications, DB2, M4IN, Endeavor, Launch SDLC, RQM, QMF, ClearQuest, Quicken, Crystal Reports, SQL Developer/Management Studio, Fiserv Signature, Aperio, and Desktop Teller, Fiserv/Microsoft Enact CRM, VERITAS, Solstice Disk Suite, Solaris Volume Manager, Vantive, Remedy Force, Crowe DCI Application, Sunbelt Administration Tool, Apropos, Infra, Radiance, Access Care, Novel GroupWise, Lotus Notes, Marconi, AFC, AWS, Lucent Stinger, Redback, Citrix Receiver, CTI utilizing Cisco IP phone technology.

Hardware Platforms: IBM/PC and Macintosh Family Hardware. StorEdge/StorageTek storage array Families, Sun Storage/Oracle Medium and Large Storage families, Sun Server including x86 and x64 families.

EMPLOYMENT HISTORY:

Desktop Service Technician

Confidential

Responsibilities:

  • Responsible for diagnosing/repairing/upgrading all Dell/HP/Lenovo desktops/laptops and tablets as well as all Zebra printer and handheld scanner devices. Working with end users to facilitate and resolve all hardware and Operating System issues.
  • Update all documentation and work within the Remedy Force online ticketing system to update and work/escalate and close all tickets as assigned.
  • Responsible for supplying world class customer service and Information Technology training to all hospital and administrative staff within all WellSpan facilities, covering York, PA, Ephrata, PA and Lebanon, PA territories.
  • Working with other departments to resolve network, software application issues, and escalated hardware repair. Escalating any issues as necessary.

Senior Technical Business Analyst

Confidential

Responsibilities:

  • working with the Centers for Medicare and Medicaid Services (CMS) account, developed detailed business requirements , test plans and test cases for internal technical staff.
  • Created test data through the entering of claims and transactions in FISS (Fiscal Intermediary Standard System).
  • As applicable, coordinated and/or attended appropriate work product reviews with the customers, other clients, and developers.
  • Completed work activities by following FISS standards and procedures and completed requirements, documentation and testing deliverables for the quarterly release projects in a timely manner, based on the deadlines given by the project manager.

Technical Business Analyst

Confidential

Responsibilities:

  • Applied working knowledge of systems and Business Analysis to analyze and develop integrated solutions to resolve technical issues for delivered and custom development projects gathering and research support for larger, more complex projects.
  • Using multiple information gathering techniques, defined detailed business requirements for solution development. Established and maintained clear scope boundaries for the solution. Developed clear and concise functional requirements for the technical developers that were free from ambiguity to minimize re-work and errors.
  • Continued to build on technical and business knowledge to better understand the link between business and technology. Analyzed methodologies for process improvements, better utilization of resources, product enhancements, improved communications and faster issue resolution.
  • Provided updated documentation to applications which were supported within the retail business units/branches.
  • Created and maintained project plans and time lines.

Senior Information Technology Business Analyst

Confidential

Responsibilities:

  • worked with customers, application developers, architects, project management and team members to understand business requirements that drive the analysis and design of quality business solutions. Involved in aspects and/or full systems development lifecycle and was responsible for creation and maintenance of project lifecycle documents/deliverables (vision document, supplemental specifications, testing plan, testing schedule, testing scenarios, testing outcomes, approvals, and training materials).
  • Collaborated with system developers, system architects, business sponsors, project management and others using appropriate analytical testing and/or project management tools.
  • Gathered information, analyzed data, and developed desktop procedures/training. Interpreted system requirements using current and emerging technologies to develop and validate effective solutions.

Business Analyst

Confidential

Responsibilities:

  • provided security administration, systems support, and analysis in both test and production environments, utilizing the Oracle/PeopleSoft Financial Suite.
  • Responsible for the set-up, configuration, testing, and analysis of the following PeopleSoft Financial Security modules: Service Provider/Timesheet Input, Requisition Access, Purchase Order, General Ledger, Vendor Access, Accounts Payable, Accounts Receivable, Asset Management, and Spending Authority.
  • Analyzed and documented various reports and business processes dealing with workflow and security access to the PeopleSoft Financial environments.
  • Collaborated with system developers, system architects, business sponsors, project management and others using appropriate analytical testing and/or project management tools.
  • Provided end user resolution regarding reported issues that encompassed the PeopleSoft Financial applications and associated systems, while adhering to the Highmark Service Level Agreement and protocols of corporate audit policies and procedures.

Business Analyst

Confidential

Responsibilities:

  • Provided Business Analyst support involving EDI/ANSI X12 testing HIPAA 5010 compliancy of the following claim types: 834/845, 837, 276/277 as well as NCPDP D.0, with Clearinghouses, Billing Services, Software Vendors and Providers for the 5010 implementations while supporting The Department of Public Welfare, Pennsylvania Medicaid/PROMISe.
  • Responsible for all 5010 EDI testing, troubleshooting and documentation dealing with the Managed Care Organizations related to Pennsylvania Medicaid/PROMISe.
  • Analyzed and prepared reports on all incoming 5010 registrations and test data while assisting other departments when overflow work was needed such as Provider Assistance Center and the Technical Helpdesk.

Help Desk Specialist

Confidential

Responsibilities:

  • Provided tier 2 help desk support, dealing with server and storage equipment manufactured. Confidential is a top outsourcing resource in many areas of Information Technology and Sun Microsystems/Oracle was the active account assigned.
  • Responsible for over the phone and e-mail support of large scale data center storage array and server equipment. Support included troubleshooting with network and system administrators, replacement of failed equipment, procedural walkthroughs, and remote access of equipment to gather support data which allowed for immediate diagnosis or escalation to next level of support.
  • Interaction with multi-level system and software engineers allowed for expansion of personal knowledge base and creation of broader product knowledge.

Network Migration Technician

Confidential

Responsibilities:

  • Provided onsite network migration at Hershey Medical Center to include: Configuration and installation of Cisco Catalyst switches, migration of all PC and network devices from 10-baseT to Gigabit Ethernet, installation and demolition of Single-Mode and Multi-Mode Fiber runs between LIU and router hops and migration of printers, scanners, and other video/audio equipment.
  • Provided activation lists for the various areas of the Hospital and Penn State College of Medicine to the electrical and technical cable installation team.
  • Updated of all drivers and firmware for all battery back-up units around HMC/Penn State.

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