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Help Desk And Support Resume Profile

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Summary

Multifaceted highly motivated technician with corporate and professional operations skills in addition to expertise in Desktop Operations seeking opportunity with a dynamic and innovative organization to implement proficiencies in offer quality technical support to end-users

AREAS OF EXPERTISE

  • Microsoft Office Outlook
  • Customer Service
  • Server Management
  • Computer Management
  • Software Installation
  • Hardware Installation
  • NaviCare WatchChild
  • Windows 7 Operating System

TECHNICAL PROFICIENCIES

  • Microsoft Office 2010
  • Microsoft SQL Server 2005
  • Microsoft Server 2003 2008
  • VMware VSphere
  • Microsoft Outlook
  • Rhapsody

CAREER MILESTONES

  • A member of Desktop Support Team responsible for migrating 14 000 email accounts for the Department of Health and Human Services in the State of North Carolina.
  • Promoted to Senior Support Technician within 18 month time frame.

PROFESSIONAL EXPERIENCE

Confidential

  • As part of the Epiphany Technical Support responsible for technical support of software for over 600 hospital customers utilizing Cardio Server s solution for ECG management.
  • Assist with troubleshooting transmission issues and configurations of multiple Modality devices such as GE Zymed and Phillips.
  • Analyzed performance issues of MySql database.
  • Diagnosed and analyzed ADT Orders Results and Billing messages with HL7 interface

Confidential

  • A liaison between highly technical IT staff such as IT Directors Network Engineers and Database Administrators as well as less technical nursing staff in addressing issues with Electronic Medical Records
  • Provided webinars to educated nursing staff on new features within NaviCare WatchChild application
  • Coordinated downtimes for over 100 hospital sites for upgrades and server configurations changes
  • Created and updated Standard Operating Procedures of internal documents on daily procedures
  • Performed server administration responsibilities of Microsoft Server 2003 2008 across 100 hospital sites
  • Executed queries within SQL Server 2005 to identify and correct issues with Electronic Medical Records
  • Analyzed performance issues and database maintenance plans across 100 hospital sites
  • Diagnosed and analyzed Inbound and Outbound HL7 messages within Orion Rhapsody IDE
  • Created virtual machines within Vsphere 5.0 utilized by Research and Development for testing

Confidential

  • Configured Microsoft Outlook 2003/2007 clients to connect with the Microsoft Exchange server to receive emails.
  • Imported users local address books and email data from various email programs into Microsoft Exchange Server.
  • Migrated Corporate Time calendar data into their Microsoft Outlook Client.
  • Educated end-users in features and functionality of their newly installed Microsoft Outlook application
  • Responsible for providing webinars to other technical support groups to assist with configurations of Microsoft Outlook
  • Reported to supervisor any issues that required management review and decisions.
  • Sole responsible technician that managed the BMC Remedy Ticket System to provide status completion of the Outlook Migration Team.

Confidential

  • Performed Data Back-up using Norton Ghost Imaging software.
  • Installed hardware and software for printers laptops and computers.
  • Utilized Active Directory to add new computers to Organizational Units.
  • Provided On-site repairs and troubleshooting support to end users.
  • Configured and troubleshoot network printers.
  • Maintained inventory of hardware and software audits for components such as kiosk machines laptops computers and printers

Confidential

  • Provided 1st and 2nd level technical support for Ford Motor Company s network environment
  • Troubleshoot both Local Area Network and Wide Area Networks connectivity issues in a Windows XP environment
  • Utilized Active Directory to reset passwords set permissions and make changes to the end users accounts.
  • Monitored and reported outages between Ford Motor Company suppliers dealerships vendors retirees and customers with issues relating to software and hardware problems
  • Utilized the Blackberry Enterprise Server system to provide technical support to Blackberry PDA users
  • Provided full support for Lotus Notes and Microsoft Office including Microsoft Outlook.
  • Averaged 35 calls per day with an average resolution time of 12 minutes from start to finish.

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