IT Support Specialist Resume

TECHNICAL SKILLS

PROFESSIONAL EXPERIENCE

IT Support Specialist

Confidential

Responsibilities:

15 years in various admin/ support environments provides direct, technical support, troubleshooting and problem resolution for servers (Server 2008 - 2016), network (switching and firewall), PC s (laptops, desktops and remote access), printers, software applications, mobile devices and VOIP telephones
Support for daily use office applications - including GE Centricity PM/EMR
Support Office 365 - add / remove users, as well as usage and troubleshooting
Support (Add, Remove, Change) RingCentral hosted VOIP phone system
Support for PCs, printers (local and network), scanners, mobile devices - including telephones (IOS and Android), for local and remote access users.
This may include the installation / configuration of new PCs/Laptops, with occasional hardware add-ons, maintenance and/or repair of PC/Laptop, as needed.
Support Add/Change/Moves in Active Directory
Support networking / switching environment
Provide assistance on various IT projects as necessary
Previous projects included: Migration from inhouse Exchange to Office 365, and Implementing Hosted VOIP
Upcoming projects include: Migrating to a new EMR, Server upgrades/migrations from 2008 - 2012, 2016, and/or 2019 as needed, and Windows 7 to 10 migration
Software/hardware maintenance, testing, implementation and/or training as needed - this may require work to be done during non-standard hours.

Confidential

Technical Support Analyst

Responsibilities:

Serves as first-level contact for employee support functions leveraging phone, email, ticketing system
Mentors, trains and supports technical analysts
Knowledge in virtualization technologies
Develop and maintain processes that optimize Active Directory performance
Exchange management activities, Office 365 administration
Leads projects with management, business users, IT staff, and external users to efficiently configure conversions,
Executes test procedures to ensure configurations are correct pre-go-live
Analyzes and provides hands-on to remote for simple to moderate inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed
Performs preventative maintenance
Performs facility-based moves, adds, and changes as needed
Reports findings, root cause analysis, action plans for remediation to leadership
Knowledge of managing an OSD image for large corporate environments including unattended/silent installs of Window operating systems and workstation software
Extensive Knowledge and experience in the implementation, administration, reporting, and configuration within the SCCM Enterprise environment
Experience installing, maintaining and supporting 3rd party applications
Responsible for making sure that all Pyxis Medstation (automated medication dispensing system) upgrade within all departments went as planned.

Confidential

Service Desk Analyst

Responsibilities:

Excels in the sensitive method of working with physicians Installing/Supporting applications and process of obtaining access to applications
Addresses and resolves basic to advance incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility
Process Flow/Call-Tracking via Calabrio and Remedy,
Creates a positive customer support experience and builds strong relationships through understanding, ensuring timely resolution or escalation, communicating on progress, and handling customers with a professional attitude
Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact
Maintains and protects confidentiality with regard to all aspects of patient care and employee information
Mastery of Windows operating systems; thorough understanding of advanced network concepts, application interoperability, AD architecture, group policies, and Windows security.
Demonstrated ability to learn customer support processes and techniques
Strong analytical skills. Ability to solve problems
Competency in MS Office Suite
Strong understanding of HCA security-related procedures
Prior experience supporting customers in use of application software
Responsible for project organization and documentation
Enjoys working with employees and physicians