Summary

Technical support professional, offering superior problem solving knowledge for a customer support role. Enjoys troubleshooting to find solutions to technical issues. Background in a Windows 7 Enterprise environment, in a health care setting. Results-driven, with a team focus, as well as full ability to handle large tasks alone.

Highlights

• Troubleshooting Excellence
• CompTIA A certified
• Windows 7 Desktop Administration
• Network/Server printing analyst
• Exceptional communication skills
• Patient and diligent
• Detail oriented
• Able to work effectively on a team, or individually

Accomplishments

Team efficiency:

• Maintained the highest level of team efficiency within the work group, by streamlining work flow.
• Implemented live tracking of test data entry within SharePoint, through the implementation of additional technology. This allowed the primary tester to focus on a single task, while data entry, quality assurance, and communications with team command were handled in parallel.

Streamlining of operations:

• Worked alongside management and team members to effectively shorten test scripts followed within Epic, resulting in less time needed at each work station. This reduced the interruption time of the work flow to the end user.
• Identified patterns within configuration issues, which allowed team members to group work stations accurately in reports. Reducing the number of visits to each work station, further reducing the interruption to the work flow of the end user.

Mentoring of team members:

• Assisted other team members in learning new test scripts each week. Fielded queries related to application changes, to enable successful completion of each test.
• Collaborated with management and development, to further understanding of desired test results and educated team members on project goals.

Experience

Desktop Support for Epic Migration

Confidential

Integral part of the application test team, for WakeMed's migration to Epic software.

Responsibilities include:

• Launching Epic from a Citrix client.
• Verifying the work station name within Epic.
• Performing a series of tests via a script, based on the department the work station is in.
• Identifying the closest local and/or networked printer, where the output should be expected.
• Verifying that each print job is produced as expected, and that the formatting of each print is correct.
• Identifying peripherals required by Epic for specific functions, and the functionality of each.
• Configuring Windows 7 Enterprise to the correct local printer and peripherals as necessary.
• Reporting any incorrect network/server settings to command center This includes the use of VoIP and/or e-mail .
• Troubleshooting of work station and printer issues that may fall outside the scope of performed tests.
• Reporting of issues to WakeMed IS as needed.
• Accurately tracking test results in SharePoint.
• Retesting of any workstation that required a configuration change.
• Providing user education on Epic and the test process.
• Coordinating with health care staff, as well as team managers to achieve satisfaction of proper work station configuration.
• Attaching visible identifiers on each work station, to allow staff and other team members to immediately identify if a work station has been tested, as well as if it has been configured correctly.
• Traveling to remote sites as necessary, with a base location at the main campus in Raleigh, NC.
• Interfacing with health care staff, as well as security and patients, in a polite, professional manner.
• Adhering to a scheduled number of tests each day.

Freelance IT Technician

Confidential

• Provides technical support via all forms of medium, as well as in person, for desktop, laptop, tablet and mobile device users.
• Installation and security WPA2, WPA AES and WPA TKIP provided for wired and wireless networks using 802.11 G and 802.11 N.
• Troubleshoot and remedy bandwidth and channel conflicts for wireless networks.
• Build and install custom PCs to client specifications. Including thin clients, workstations, and liquid cooled gaming machines.
• Provides support for anti-virus, anti-spyware and firewall use for Windows users on XP Home and Pro , Vista Home, Business, Enterprise and Ultimate 7 Home, Professional, Enterprise and Ultimate , and 8 Pro and Enterprise .
• Provides contrast and support for both 32 bit and 64 bit versions of Windows.
• Creates system backups to repair/reinstall systems back to original configuration.
• Diagnose errors and system crashes with accuracy.
• Upgrade systems to meet client needs. Including but not limited to memory, CPU, video, hard drive and motherboard.

Rural Carrier Associate

Confidential

• Assisted with set up and support for company scanning system, via Motorola scanning devices.
• Utilized scanning devices to provide real time, accurate tracking of as many as 200 parcels, from arrival at unit to delivery at final destination, each day.
• Successfully paired scanning devices via Bluetooth connection, to assigned mobile device, and periodically as well as automatically transmitted tracking data to network.
• Responsibilities included as many as 6000 pieces of mail, to be sorted and delivered, to as many as 1100 destinations, daily.
• Assisted management in roll out of new technology both Motorola and Samsung related to scanning/tracking, to provide higher customer service, and streamline operations.
• Assisted in training of employees in set up, application, and troubleshooting of industry technology.
• Involved in discussions with management regarding improvements to current technology, as well as providing input for newer technology. Inclusion of GPS tracking, efficiencies in transmission of data, troubleshooting of current issues regarding power consumption, system design, and security.

President/Owner

Confidential

• Owned and operated a retail Industrial Supply business.
• Managed employees, scheduling, payroll, accounting and sales force.
• Resolved scheduling conflicts to employee satisfaction.
• Facilitated sales for problematic accounts in an effective manner.
• Utilized strong communication skill set to remedy customer concerns and proven methods, to regain customer satisfaction.
• Trained employees in communication, problem resolution, product information, and customer support.
• Built, installed, maintained, upgraded, repaired, networked and secured, all office PCs.
• Installed and maintained MFPs, telephone system, facsimile machines and word processors.
• Created and maintained Microsoft Access database for all customer purchases. Database included customer information, sales history, product information and pricing, vendor information and pricing, sales representative history, billing and collection history.
• Installed and maintained communication equipment, including two-way radios, cabling and antennae, to facilitate efficient communications between employees and management.

Account Representative

Confidential

• Territory representative in charge of multiple areas in central Suffolk County, Confidential.
• Responsible for existing accounts, as well as canvassing prospective clients on a daily basis.
• Increased sales by 21 in a single quarter, through effective communication and prompt attention to client needs.
• Responsible for full education on all current and previous models of laser MFPs. Continued study on all new models prior to and during release.
• Knowledge in MFP technology, including scan-to-pc, scan-to-e-mail, network printing, and color copying.
• Provided on-site analysis of business design and work flow, with respect to proper application of suggested MFP, to accurately meet business needs.
• Requirements included knowledge of competitor equipment, in order to compare and contrast products.
• Working knowledge of MFP internals and operations for demonstration purposes.
• Provided follow up communication and resolution for any client concerns.
• Maintained an accurate database of all clients and prospective clients within territory, and synced database with corporate servers twice daily.
• Maintained active security on PC, via usage of company provided McAfee Security Suite, to ensure protection of sensitive data.

Account Representative

Confidential

• Provided high sales volume via telephone, on a commission basis.
• First and second year gross sales total of over 250,000 each.
• Installed and maintained office PCs, MFPs, and multi-line phone system.
• Provided internet and network connectivity for all workstations.