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Technical Support Analyst Resume

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Farmers Branch, TexaS

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SUMMARY:

Technical Support Professional certified in Customer Service and Information Technology with extensive experience providing on - line and direct technical expertise for large clients in the healthcare, transportation and IT industries.

SKILL:

Proprietary Application Support: Cerner, EPIC, Lawson,McKesson, POS/Aloha-Answers on DemandTeamviewer, PeopleSoft, Metropolis/Office watch, Laserfiche,,Citrix, UNIX, Philips Lifeline, Jeron (Nurse Call System), Empower/Time Clock

Operating Systems Support: Active Directory, Windows 7 & 10; MS Exchange Server (2013)

Network Support: Wireless Cisco ISE (Identity Services Engine), VPN, TCPIP and hardware cabling connectivity Customer Service, Troubleshooting, Remote and Direct technical support

Cisco Unity Call Manager: Version 10.5.2

PROFESSIONAL EXPERIENCE:

Confidential, Farmers Branch, Texas

Technical Support Analyst

Responsibilities:

  • Prepared network on Xerox and Lexmark printers before delivery to the field.
  • Configure scan to network and scan to email on printers.
  • Instructed clients on how to print wirelessly to printers from the network.

Confidential, Dallas, Texas

Technical Support Analyst

Responsibilities:

  • Provided technical support for the full portfolio of electronic devices (i.e. phones, computers, printers, wireless devices).
  • Coverage for 400+ residents and staff throughout the care facilities and corporate office
  • Collaborated with multiple technology vendors to ensure minimal interruptions in network connectivity
  • Diagnosed technology problems, successfully resolved issues, communicated results and trained residents and staff technology usage

Confidential, Dallas, Texas

Data Center Analyst

Responsibilities:

  • Monitored network environments, responded to system alerts and successfully resolved customer service requests
  • Led conference calls to resolve escalated issues for the client
  • Performed operational tasks including d Confidential storage labeling, changing and recording operational turnover activity. Managed activities on multiple servers.

Confidential, Richardson, Texas

Support Center Analyst

Responsibilities:

  • Provided first level EPIC/Cerner technical support and other client services for the company’s hospital clients
  • Maximized user access to departmental applications by interacting with customers directly to authenticate security, manage password resets, and troubleshoot locked accounts
  • Accurately documented issues in call tracking system and contacted customers directly on Severity 1 level issues

Confidential, Dallas, Texas

IT Support Center Analyst

Responsibilities:

  • Tier 1 Technical support for multiple operating systems to ensure customer satisfaction
  • Troubleshoot multi-divisional desktop software and hardware peripherals in a multi-user environment (e.g. customer service, food services, driver Ops, maintenance and corporate)
  • Documented issues in call tracking system (HEAT) and escalated as appropriate

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