PROFESSIONAL SUMMARY:

• Timothy is 10+ years experienced and detailed Information Technology and Customer Service Professional.
• Created Remedy and ServiceNow tickets for escalated issues.
• Provided Hardware support such as thin client setup/troubleshooting and installation of hard drives.
• Provided Dell hardware support to End Users .
• Sound Knowledge and Experience on Microsoft Lync, Windows 7, Windows 8, Windows 10, Microsoft Office 365, Apple IOS 7 - 8, Apple I-Phone 6.
• Responsible for performing User ID/Password resets and Network Security for all End Users and utilizing ActiveX controls.
• Provided outstanding customer service to Home Depot.com customers who were placing orders through the website.
• Extensive experience with the latest computer hardware/software, smartphone/mobile and technical troubleshooting tools including Remedy , Service Now and Parature ticket systems.
• Immediately available to start.

TECHNICAL SKILLS:

• Spok Mobile Secure Messaging
• Mobile Iron (MDM)
• Airwatch (MDM)
• Active Directory
• Smart Console
• Smart Web
• Outlook 365/Skype for Business
• Cisco Finesse
• Cisco Jabber
• Mobile Iron
• Groupwise Mail System
• Microsoft Exchange Server
• Microsoft Outlook
• Mirosoft Excel
• Microsoft Lync
• Google Talk
• Oracle Database
• Windows NT
• Windows 7
• Windows 8
• Windows 10
• Microsoft Office 365
• Microsoft Office 2013
• Windows XP
• ActiveX
• Dell Netop
• Dell Integrated Systems
• Clarity
• Dell Hardware
• Dell Servers
• Service Now Ticket System
• Apple IOS 7
• Apple IOS 8
• Apple Iphone 6
• Apple Ipad
• Remedy Ticket System
• Service Now Ticket System
• Parature Ticket System
• LAN
• WAN
• Pingpro
• Compaq
• Microsoft Sharepoint (Knowledgebase)
• Uniphy
• Microsoft Word
• Epic (EMR) Amdoc/Willow/Clindoc
• Power Point
• Novell
• Red Hat
• Linux
• Adobe Acrobat
• Instant Communicator
• SQL Server Technology/Oracle Database.

PROFESSIONAL EXPERIENCE:

Confidential, Saint Louis, MO

Senior Technician/Mobility Device Support

• Provided Mobility Device and Phone Support to Field Engagement Specialists including setup of AirWatch Mobile Device Security Software on Corporate Liable Devices .
• Configured Tablets, Mobile Phones and Apple IOS Ipads/Iphones for access to Outlook Emails and other Company approved Apps. Answered End User questions and provided outstanding Customer Service to Executives and other End Users.
• Used Remedy Ticketing System to Open, Update and Close Mobility Tickets. Responsible for building and deployment of new Ipads to Remote End Users and Ipad End User Training .

Confidential, Saint Louis, MO

Senior Analyst Information Services/App Tech Focus

• Responsible for Spok Mobile Admin and Setup on both Corporate Liable and Individual Liable Iphones and Android Devices including Office/Outlook 365 Support including Skype for Business, Active Directory ID/Password resets and authentication.
• Setup Outlook E-mail on Corporate Liable Phones for BJC employees during the transition from Groupwise to Microsoft Exchange. Mobile Iron and Airwatch (Mobile Device Management).
• Deployed and provided Help Desk support for setup of the new iphone 6 and Iphone 6 plus phones to all Hospital users system-wide who are eligible for an upgrade or a new line of service.
• Created documentation and provided instructional material to users on how to set up Mobile Iron Security on Devices and setup of Groupwise E-mail.
• Provided both over the phone Iphone 6 support and face to face Iphone 6 support to Hospital Administrators, Doctors, Nurses and other Confidential employees systemwide.
• Responsible for ordering I-phone 6 phones and accessories from BJC approved vendors and activating and deploying phones in a timely manor to ensure HIPPA/PHI compliance and enhanced productivity with the latest mobile technology.

Confidential, Saint Louis, MO

Client Services Representative

• Provided Hospital staffing and scheduling solutions for the Healthcare Industry.
• Utilized industry leading Information Technology and provided outstanding customer service to Chief Nursing Officers, Chief Medical Officers and Nursing Administrators for Hospital staffing/placement and scheduling of Nurses, Doctors, Physician Assistants, Medical Assistants and other Health Care Professionals.
• Provided outstanding customer service answering questions and addressing any issues or concerns from Clinicians and communicating information regarding AMN employment policies, scheduling, placement opportunities, payroll and how to navigate the AMN website.
• 24/7 inbound and outbound Call Center environment utilizing multiple screens and applications including Staffpak, Microsoft Outlook, Microsoft Excel, Microsoft Lync, Google Talk, VOIP Internet Phone and the latest computer technology.

Confidential, Saint Louis, MO

Hardware and Server Support Representative

• Provided hardware and server support to WWT Clients all over the United States in a Call Center environment.
• Responsible for troubleshooting Dell and HP Servers remotely over the phone or through instant communications such as Microsoft Link/Google talk.
• Provided Hardware support such as thin client setup/troubleshooting and installation of hard drives.

Confidential, Saint Louis, Missouri

Help Desk Representative-Epic Software/Dell Hardware

• Help Desk Representative for Epic EMR at Confidential .
• Responsible for performing User ID/Password resets and Network Security for all End Users and utilizing ActiveX controls.
• Provided Dell hardware support to End Users.
• Used Microsoft Link and Outlook to communicate with fellow team members.
• Handled calls from departments within hospital regarding Epic software questions and issues.
• Created Remedy tickets for escalated issues.
• Responsible for providing technical support and completing tickets for resolution.

Confidential, Saint Louis, MO

Help Desk Representative III/Online Technical Support Analyst

• Provided Help Desk support to Nursing students and Nursing Instructors for Elsevier products ranging from e-books on Evolve to User ID/ password resets.
• Provided technical support over the phone and through e-mail/instant messaging to Physicians who are using MD consult reference library for Physicians.
• Created Remedy tickets for escalated issues.

Confidential, Hazelwood, MO

Internet and Sales Customer Service Representative

• Provided outstanding customer service to Home Depot.com customers who were placing orders through the website.
• Assisted customers with navigating Confidential .com website. Communicated with customers using Email and Instant Messaging.
• Accessed multiple computer applications to assist customers.
• Answered questions about Home Depot.com policies pertaining to online orders and provided assistance with order related issues such as billing and shipping.
• Completed tickets for resolution.

Confidential, Overland, MO

Customer Service Representative

• Assisted Enterprise Rent-A-Car customers with billing and location issues.
• Provided outstanding customer service to customers who were unhappy with the service they received from the local rental branch.
• Accessed multiple computer applications to assist customers.
• Communicated with customers using Email and Instant Messaging.

Confidential

Customer Service Representative

• Provided customer service support to AT@T customers who wanted to cancel AT@T wireless service.
• Accessed multiple computer applications to assist customers who were billed incorrectly and provided account information.
• Communicated with customers using Email and Instant Messaging.
• Helped customers navigate AT@T.com website to find account information.
• Worked in a specialized group called SAVES team to sell customers on the benefits of keeping their AT@T wireless service.

Confidential, Irving, Texas

Help Desk Representative II

• Provided online technical support to Jaycees and Lions Club offices nationwide.
• Assisted local clubs in setting up back office servers and computer hardware and software.
• Provided Dell hardware support for Jaycees and Lions Club. Utilized ActiveX components.
• Provided training on how to operate hardware/software.
• Provided support for Microsoft Windows 7 migration.
• Answered questions and provided assistance on how to operate and use the newest technology for fundraising opportunities.