IS Support Specialist/SR Support Tech Las Vegas, NV

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Objective:

Self-motivated Information Technology/Customer Service professional seeking a position with a company, where professional experience, education and abilities stand as an advantage for personal growth.

Education: Confidential, LOS ANGELES, CA Confidential,ORLANDO, FL BS-Business Administration-Business Information Systems

Technical Skills:

Windows 2000 Professional, Windows XP/Vista/7, Microsoft Office 2003/2007/2010
OPAS, Remedy Ticketing System, HP Service Manager, CA Service Desk
Internet Explorer, Safari, Mozilla Firefox, Netscape Navigator
Active Directory, Citrix Presentation Server, Remote Desktop Connection, Altiris, Lotus Notes, Ultra VNC.
Bankers Insight, FISERV, Operational Desktop, ADP, SAP, Lawson HR Payroll, PeopleSoft, EPIC, Cerner, McKesson HSS/PFM/HSM, Siemens Data Warehouse, Document Imaging, Pharmacy, EDM, Kronos, One Staff, Horizon Patient Folders (HPF)
Exposure to TCIP/IP, DNS, WINS, DHCP, SQL, and VPN.

Personal Skills:

Communication- Deals with internal and external employees at all levels via telephone and email, to ensure successful communication via actively listening and probing questions.
Problem solving- Resolves incidents in a practical manner independently and with internal and external employees to find appropriate resolutions to incidents with a high level of quality.
Team Player- Enjoys sharing knowledge and collaborates with co workers to help achieve specific team goals.

Certifications:

Microsoft Office Specialist-In Progress
Network+-In Progress

Professional Experience:

9/2010 to Present: Confidential,Las Vegas, NV
IS Support Specialist/SR Support Tech

Answers support calls and logs incidents in incident management software, documents call resolutions, and provide telephone based customer service and troubleshooting for the Valley Health System’s computer equipment and related applications.
Processes data and information entry into Health System computers, verifies accuracy of information entered manually or electronically and maintains errors at a minimum
Remotely performs basic repairs, software installations, and maintenance on the equipment located throughout the Valley Health System.
Determine and resolve problems with associated Telephones, PC’s, Networks, Servers and operating systems.

12/2009 to 9/2010: Confidential, Los Angeles, CA
Help Desk Specialist:

Troubleshoot computers, network printers, and hospital computer equipment as well as provide technical assistance to an average of 200-350 users daily.
Configured user accounts in Outlook and assisted with VPN troubleshooting and installation for doctors and nurses each day.
Reset passwords and remove account lockouts in Active Directory on a daily basis.

4/2008 to 7/2008: Confidential,Los Angeles, CA
Senior Support Specialist

Troubleshoot computers, network printers, and hospital computer equipment as well as provide technical assistance to an average of 200-350 users daily.
Configured user accounts in Outlook and assisted with VPN troubleshooting and installation for doctors and nurses each day.
Reset passwords and remove account lockouts in Active Directory on a daily basis.
Created severity tickets when necessary and carefully tracked incidents consistently until closed.

6/2007 to 1/2008: Confidential,Long Beach, CA
Help Desk Analyst

Provided top notch and specific technical support via telephone to an average of 200-400 doctors, nurses, and hospital staff based on the region they resided in.
Troubleshoot PCs’, printers, peripherals, reset hardware and routed callers with essential information regarding their call when needed.
Configured user accounts in Outlook and maintained user accounts in Active Directory.
Created, tracked, and updated trouble tickets and escalate to the appropriate department head if required.

7/2005-5/2006: Confidential,Gibsonton, FL
Network Administrator/Computer Teacher

Taught an average of 4-5 computer classes for grades K- 5th and special education classes on a daily basis.

Prepared students for F-Cat testing repetitively for six months in reading and math subjects as well as monitored scores for progress and improvement.

Troubleshoot and maintained servers, switches, hubs, and 250 computers routinely and replenished computer supplies for the school on a weekly basis.

Created and managed an average of 100 PowerPoint presentations for the school’s daily morning show.

Attended school district technology meetings and trainings for the advancement and knowledge of technology at schools.

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