SUMMARY

• Opportunity to extend value to an organization via experience working with end - users, users, clients and internal staff to provide in-depth technical expertise coupled with customer service, solid interpersonal, consulting skills. Ability to adapt skills to express analytical and troubleshooting skills with limited resources for multi-client requirements.
• Ability to work with teams to influence productivity,operations and security for businesses by maintaining the fulfillment of due diligence for projects and assignments.

PROFESSIONAL EXPERIENCE

Confidential

Service Desk Analyst

Responsibilities:

• Supported users on technical issues related to hardware and software applications.
• Received inbound calls for Tier 1 Support for 11 hospitals that implemented new EPIC beacon (Electronic Health System) for EPIC applications and role out of EPIC Upgrade version 9
• Responsible for providing exceptional customer service to end users
• Answer inbound calls pertaining to instructions for EPIC system and office 365
• Utilize Citrix to assist internal medical staff with troubleshooting applications.
• Worked with end users on understanding technical issues via phone to document and escalate within ServiceNow ticketing system.
• Assisted medical internal users with WOW machine updates and troubleshooting for immediate accessibility.
• Utilized Active Directory to grant access and permissions to certain users
• Maintained calls within an average 8-minute talk time with a 30 second or less average speed to answer. while maintaining less than 3% call abandonment rate as a team.
• Verified user pertinent information necessary when authenticating a user’s profile.
• Assisted users that are experiencing problems with remote access from their PCs virtually by providing technical support and working with Symantec PGP encryptions software and VDI.
• Utilized all resources including acting as a liaison between users, management and Tier 2 escalations.
• Maintained guidelines while performing duties in compliance with HIPPA and PHI.

Confidential ePort Business Helpdesk Specialist

Responsibilities:

• Received inbound calls and emails for Confidential business customers
• Responsible for maintaining quality by ensuring routine timely follow ups with customers and resolving all issues with one call resolution.
• Meet all established quality targets including SLA, abandon rates
• Assist ePort system administrators with password resets, user additions, product configurations and site navigation for the ePort system
• Assist customers with batch FTP data uploads and system-to-system data pulls
• Utilize a Unix database maintained for housing personal identifiable information
• Verify PII information on consumers for business customers
• Submit customer request via Salesforce and DocuSign.
• Maintain corresponding emails from customers, internal employees and management
• Utilize internal shared knowledge base for processes and workflows
• Maintain a monthly Excel offline worksheet for duties
• Responsible for maintaining all FCRA guidelines and compliance
• Responsible for offline projects and with required deadlines

Confidential

Service Desk Analyst

Responsibilities:

• Received inbound calls for Tier 1 Support for the CERNER software implementation for the hospital and branches.
• Worked with end users on understanding technical issues via phone to document and escalate within ServiceNow ticketing system.
• Assisted users that are experiencing problems with remote access from their PCs virtually by providing technical support and working with Remote tools and terminating ongoing processes
• Utilized all resources including acting as a liaison between users, management and Tier 2 escalations.
• Utilized Active Directory to grant access and permissions to certain users
• Maintained guidelines while performing duties in compliance with HIPPA and PHI.
• Provided extended education on the functions and settings of the CERNER system via introduction to the CERNER system.

Confidential

Technical Solutions Consultant

Responsibilities:

• Provided support for enterprise-level Mission Critical /Data Center clients to resolve server and other related issues.
• Upheld professionalism with a controlled quality of a call by providing customer service and support while maintaining less than 3% call abandonment rate
• Provided support for hardware such as HPE ProLiant, ML, DL, BL, Superdome, BCS Integrity Blade enclosure infrastructure and Moonshot servers including the Blade enclosure infrastructure.
• Troubleshoot appliances such as, operating systems, software/applications which include HPE Virtual Connect, VMware, Red Hat Enterprise Linux, HP-UX and Windows server.
• Troubleshoot installations and firmware upgrades/downgrades, part recommendations, remote access and configuration/recommendations.
• Responsible for dispatching HPE Field engineers to the correct site to perform diagnostics, troubleshoot and replace HW.
• Request logs such as iLO, IML, ADU report, SOS report, HPS and OA show all logs with analyzation to provide the best solution or temporary workaround.
• Engaged with the L2 promptly escalate ongoing issues and ensure customer issue resolution.
• Provided real-time analysis using remote tools while maintaining e-cases, email updates, calls to end-users, clients, and staff.
• Utilized all resources including customer advisories, KBR databases, and HPE team support forums along with online research for client issue resolution.

Confidential

Technical Support Representative

Responsibilities:

• Applied understanding and knowledge of information systems products and services to assist customers on technical matters.
• Researched, isolated and resolved information system problems.
• Recognized customer’s problems that should be escalated to the next level for resolution following established protocols.
• Maintained up-to-date knowledge of products and customer entitlement options to provide proper information to customers.
• Knowledgeable of resource materials to provide information on client inquires.
• Demonstrated quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction.
• Used courtesy, tact and discretion in all communications with customers.
• Maintain appropriate records and prepare reports as required.
• Performed other duties and tasks as assigned by the Team Lead.
• Supervised the floor assisting new hires via shadowing.
• Aided IBM employee’s regarding defective hardware assets.
• Reserved and unreserved loaner machines, replacement shells.
• Provided support as a liaison between IBM employees and the NERP team by supplying detailed information pertaining to IBM assets.
• Responsible for creating and documenting cases, ensuring accuracy and punctuality.
• Coordinate with deskside support in assisting with technical issues of IBM assets.