• l Software: Active Directory, Airwatch,Meditech, Kronos, Microsoft Office 2003,2007,2010,2013, Lawson, Siemens, Citrix, Black Berry Enterprise, Adobe Suite CS4, Trident IWR , Express EDC , Microsoft CRM, WebSend, Microsoft Lync, Exchange 2007, 2010,2013, VMware, Asset Manager, Lansweeper, Connect Wise, ShoreTel, Polycom, VM Sphere, Bomgar, Track-It, Heat, Remote Desktop Connection, Connect Wise, Salesforce, Google Apps,
• l Operating Systems: Windows NT, XP, Vista, 7,8, Server 2012 , Unix, Linux
• l Courses Taken: Networking, Unix, Linux, firewalls and intrusion detection, networking security, system analysis and design, routers and routing, data modeling, disaster recovery, database administration, web design, SQL, computer forensics, programming C , Visual Basic, Java, HTML

Work Experience

Confidential

Desktop Support Technician

• Provided technical assistance and support via phone, web, and email.
• Traveled for onboarding/sales meetings to provide onsite support.
• Provided ticket metric reports to management when requested.
• Responsible for administrative duties within inventory management function.
• Maintains records and databases containing information regarding licenses, warranties, and service agreements for the organization's hardware and software.
• Created quarterly system images to reduce deployment delays.
• Repaired Apple mobile devices.
• Technical Support Analyst
• Oversee development and maintenance of computer systems
• Identified departmental needs and made suggestions regarding technical direction.
• Applied knowledge of computing systems and software structure.
• Provided support per request from various constituencies. Investigate and troubleshoot issues.
• Applied OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities. Configure / add new services as necessary.
• Maintained operational, configuration, or other procedures.
• Assisted staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software.
• Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software
• Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
• Followed up with customers to ensure issue has been resolved.
• Walked customers through problem-solving process.
• Responded to email messages for customers seeking help.
• Responded to queries either in person or over the phone.
• Resolved technical problems with Local Area Networks LAN , Wide Area Networks WAN , and other systems.
• Monitored email server alerts to report outages and issues responsible teams.
• Monitored various networks to ensure any issues were reported immediately.

Confidential

Desktop Support Technician

• Provide technical support to internal and external users of company computer systems by
• Responding to help desk requests in a timely fashion
• Analyzing problems and communicating with end users and department managers to assess needs and determine optimum solutions to IT concerns and/or requests that incorporate user needs and cost efficiency
• Executing required repairs/solutions
• Documenting all communication and tasks performed including closing out help desk requests when completed
• Keeping Manager informed of current issues
• Maintains all printer, facsimile and copier equipment by
• Performing maintenance and repairs as needed referring unresolved problems as needed
• Performing ink and toner replacement as needed
• Working with vendor technical support as needed
• Manages and completes special projects as assigned by
• Researching and assessing any capital equipment needs
• Drafting and submitting action plan with budgetary considerations
• Implementing approved action plans
• Communicating project plan to appropriate staff and department managers as well as outlining any end user process changes
• Deployment of machines and software by
• Building, imaging and maintaining desktops, laptops and virtual machines
• Researching, testing and installing of internal software
• Configuring and supporting mobile devices as needed
• Maintains Quality Service and Departmental Standards by
• Reading, understanding and adhering to organizational Standard Operating Procedures SOPs
• Assisting in establishing and enforcing departmental standards
• Participating in the modification of company SOPs related to Information Technology
• Creating and maintaining departmental work instructions
• Contributes to team effort by
• Exploring new opportunities to add value to organization and departmental processes
• Helping others to achieve results
• Performing other duties as assigned
• Maintains Technical Knowledge by
• Attending and participating in applicable company-sponsored training
• Maintaining a strong understanding of Industry trends and applicable technology

Technical Support Analyst

• Responsible for providing telephone and email support for proprietary system.
• Added value to the department by being flexible and responsible.
• Inspired by the challenge of research and experimentation.
• Excellent skills in communication and collaboration.
• Highly inquisitive, creative and resourceful.
• Possess the willingness to learn.
• Performed site assessments to ensure sponsored sites' were able to use EDC and IWRS.
• Responsible for performing daily system check to ensure the reliability of our systems.
• Perform data reconciliation of randomized subjects between the EDC system and IVRS. Minimal review of eCRFs, and data discrepancy management of clinical trial data to resolve client inquiries regarding queries and database malfunctions. Works with departmental SOPs, guidelines and global standards to maintain data integrity and ensure consistency with projects as appropriate.

Quick learner

Confidential

Customer Support Analyst

• Provided the highest level of technical and/ or application support to diverse clients at 23 main hospital sites and affiliates.
• Maintained a high level of customer satisfaction by ensuring viability of company software products at hospital client sites.
• Troubleshoot client systems promptly and efficiently.
• Effectively communicated problem resolution to clients.
• Trained and mentored new employees.
• Added value to the organization by being flexible and responsible.
• Provided quick end user support through email and automatic generated ticket request.
• Upheld the utmost level of customer phone support and ability to work well under pressure

Confidential

Desktop Support Technician

• Installed desktop PCs', All-in-1 computers, printers.
• Repaired, maintained, and upgraded desktop and notebook computers, performed maintenance on printers.
• Imaged desktops and All-in-1 devices for deployment for new hospital facility

Confidential

Desktop Support Technician

• Provided desktop support to staff at multiple office sites
• Utilized troubleshooting skills to remediate problems as they arose
• Implemented and maintained file servers
• Installed network device such as printers and wireless routers
• Made recommendations to top management regarding hardware replacement and required upgrades
• Effectively communicated with team managers, members, and clients to achieve desired results of daily business operations
• Quick learner