| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
Street Address
Mobile PHONE NUMBER AVAILABLE e-mail EMAIL AVAILABLEEast Carolina UniversityBachelor of Science Business EducationMinor in Information SystemsWork ExperienceOct. 2023-Present HCL/Parata SystemsAnalyst 1 Infrastructure AdministrationDesk side engineer for technical support for customers and their networked computers and peripherals.Interface with multiple levels of end users, management, VIPs, and technical staff Duties include (but not limited too)Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop/laptop/Thin Client support, Printers, PDAs (Tablets), BlackBerrys, Mobile, and LAN cable drops, BYOD, I.P. Phones & Audio video conference devices. Hands & feet support for network and server equipment as well as any IT related projects.Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives.IMACD function including installation and decommission.Backing up and restoring user data, settings, and associated systems administration activitiesAssist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts.Assist on Incident and Problem management activities.Taking ownership of issues through to resolution on all appropriate requestsCategorize and prioritize end user support requests (Incidents) and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information.Move equipment associated with escalated help desk incidents and service requests.Perform asset inventory activities as needed.Recommend and/or perform upgrades on systems to ensure longevity.Works with procurement staff to purchase hardware and software.Maintain spare parts/ inventory list on a monthly basis and coordinate for any disposal requisites.Provide trade show planning and support, setup, test, training, logistics and maintenance of all required Workstation and peripheral equipment at the site. Incremental labor and incidental travel expenses shall be funded by HCL (e.g. meals, travel, and lodging) in accordance with the Agreement.On call support during afterhours as and when necessaryAdhere to ticket response and resolution SLAs as agreed upon with the customer.Basic understanding of DHCP, DNS, IP addressing and sub netting & Basic understanding of fixing Wireless LAN, Ethernet desktop configuration issuesCore competencies, knowledge, and experience.Microsoft Office skills (Outlook, Word, Excel, PowerPoint etc.)Microsoft Operating System installation and troubleshooting skills.MAC Operating System installation and troubleshooting skills.Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and HandheldsExperience understanding of Networks, Servers, and TelecomsStrong Customer service skillsProvide consistent, excellent customer support to entire staff, representing a variety of personalities and management levels.Experience includes remote control of PCs and video conferencing knowledge.Provide customer and technical support to customers and by end-users taking telephone calls and emails on all product areas.Assists with user credentialing and password resets.June. 2023-Oct.2023 ABB, Inc.Deskside Support TechnicianWorked as tier 2 PC support. Work for tickets escalated from tier 1.Hardware, software, and networking troubleshooting and repair.Responsible for hardware and software upgrades and troubleshooting.Troubleshooted Software and Hardware Issues with Remote usersDiagnosed and repaired Windows desktop and laptop.Break Fix Component level PC peripherals repair andConcierge type customer service.Maintained accurate data on Customer PC inventory, Replacements, and repairs.Triaged all problems to determine cause and resolution.Diagnosed and repaired PC level hardware issues. Order required parts from OEM.Provided services in a timely manner to meet customer Service Level AgreementApr. 2022-Nov. 2022 Hill-Rom/Baxter International Inc. Cary, NCRemote Implementation EngineerManaged and performed installation of Hill-Rom/Baxter communications and their partner applications/systems.This primarily entailed installing and configuring applications on servers and proprietary devices/hardware, configuring system networks, and working with customers wireless and wired infrastructure to complete implementations.Worked on Linux and Windows server configurations, and provided oversight, training, and direction to other team members.Deployed Microsoft Windows platforms, SQL, IIS server, Active Directory, DHCP, DNS and associated networked systems.Knowledge of network protocols/architecture TCP/IP, IP Routing, OSI model, VLAN, client/server networking environments and best practices, managed switches, VOIP and networking security etc.Prepped and configured customer servers onsite and remotely for emergency upgrades and network migrations.Uninstalled the Rhapsody application and installed the new Mirth application for all Baxter International Hospital accounts on the East and West Coast. Test and validation of patient data flow.Performed data mapping for clinical data from the source system.Oct. 2015-Apr. 2022 Hill-Rom/Baxter International Inc. Cary NCRemote Services Upgrade EngineerPerformed remote software implementations, network migrations and upgrades on both new and live installations.Performed complex upgrades such as splits, combine and serialization for high profile customer hospitals.Participated in technical system design discussions with customer IT, MIS, and Biomed departments,Installed contractors and other trades as required.Tested and supported installation of interfaces between Communications and Patient Safety systems andPerformed Remote Upgrade of Care Communications integrations, such as ADT, PBX, handheld wireless systems, RTLS, voice interfaces, etc.Performed remote upgrade installations for standard and enhanced Reporting for internal and external customers.Validated procedures and report on results to QA/RA as required for release testing and product training.Performed Remote upgrades installation, configure and test for Watch Child product as well.Traveled as need to customer sites for on-site troubleshooting and system installation support.Developed and maintain hardware and software product expertise on CWS products in conjunction.with Microsoft Windows Server and SQL platforms through periodic participation in activities suchas Testing and Product Validations.Create network design, topologies, and network integration for customers.Trained other Remote upgrade Engineer teammates to perform upgrades, splits, and combines and troubled shoot issues they may encounter during a cutover.Project Managed upgrades and network migrations for internal and external customers. Worked closely with Implementation team including project managers, educational trainers, and sales.Lead and performed upgrades of Hill-Rom Care Communications products. Performed Assessments, upgraded applications on servers and proprietary devices/hardware. Configured system networks and worked with the customers IT teams to understand networking environment to complete upgrades.Installed, configured Rhapsody application, and tested HL7 patient data all hospital accounts for Hill-Rom across the East and West Coast. Tested and verified all patient data was correct.Oct. 2010-Oct. 2015 Hill-Rom/Baxter International, Cary NCTechnical Support EngineerProvided Advanced Troubleshooting for Network Engineers, Business Partners, and end customers.with an install base of over 900 hospitals.Troubleshooted multiple products across HITS product lines NCM, NNC and NPSPerformed proactive support and identify and anticipate issues that clients may experience.Performed technical support after business hours and weekends as part of the department shift assignments.Escalated customer satisfaction issues to senior staff or management for resolution as necessary.Processed and documented part orders within compliance of quality systems and department policies and proceduresProvided 24 x7 technical support night and weekends on call shifts.Worked with SQL with the ability to perform queries for nurse call applications, databases and reporting applications.Experience with HTTP, FTP, TLS, VPN connections.Jan. 2008 Oct. 2010 Merck Pharmaceutical RTP, North CarolinaHelpdesk Analyst/Technical SupportResponsible for providing technical support for resolution and escalation of desktop and workgroup related problems.Provide the initial point of contact for technical problems and perform Tier 2 troubleshooting tasks, problem diagnosis, resolution, or escalation.Knowledge of hardware and software components, local to the desktop as related to the network.Assist all customers with their questions about any of Merck supported software and computing platforms in a professional and courteous manner.Position combined analytical troubleshooting with high-quality communication skills to resolve technical problems called in by representatives within Merck Pharmaceuticals.Support included 50 proprietary applications and their associated file structures as well as hardware support for ThinkPad laptops, HP printers and home networking.Operated as Remote Connectivity Specialist on desk, resolving complex issues not resolved by first-level desk.Jan. 2004 Jan. 2007 Saint Augustine's College Raleigh, North CarolinaTech Support Network TechnicianInstalled, terminated and punch down fiber optic, cat 5 and cat 6 cables for college dormitories and administration buildings.Provided network and telephone connectivity in dorm rooms and administration locations.Used Active Directory to manage the identities and relationships on the network, created student and faulty email accounts daily.Installed and configured Cisco, 3Com switches and routers to the network, also provided Tier 2 technical support for PC and software upgrade.Troubleshooted outlook, Microsoft Exchange Server, Windows 2000, XP, LAN, WAN, and IE.Performed computer data transfer, computer installation and asset management.SkillsMicrosoft Office Suite (Word, Excel, Outlook, PowerPoint)Server and Client Operating Systems, SANS and Raid hardware systemsSQL, Scripting, Reporting Engines and Analytics, SAS Crystal ReportsProficient working with Active Directory, LAN, WAN, TCP/IP, Routing, Switching and Security, PBX/VOIP and Remote ConnectivityCisco Routing and Switching TechnologyOther software Teams, Outlook, Linux, and Window's 10 and 11 platform, 365Experience configuring, setting up, and debugging PC-based systems.General knowledge of Wi-Fi wireless technologies with security protocols.Customer service, administrative and good communication skills.Microsoft Azure software installation and troubleshooting.HL7, ADT, Middleware Rhapsody, and Mirth applications for all supported customers.Network design, topology development, network integrations.Strong organization skills, detailed oriented and the ability to multi-task, meet deadlines and prioritize work.Understand of project management fundamentals and demonstrated his of executing.SCCUM, Windows 10 and 11, Microsoft Office 365, IntuneUnderstanding of CRM and defect ticketing systems such as JIRA and ServiceNow. |
