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Click here or scroll down to respond to this candidateCandidate's Name
Street Address .281.552 EMAIL AVAILABLEAnalyst - Client ServicesAccomplished, results-driven professional with 15+ years of experience providing excellence in Customer Care In the field of Information Technology / Hospital Client Support. Trusted for maintaining the ability for doctors to access Hospital technical systems ensuring timely, accurate and secure patient care. Expertise in resolving Tier II issues. Demonstrated ability to provide knowledge transfer while training new associates. Trusted to document and update processes within the knowledge base. Recognized as a proactive contributor to complex, high-pressure situations. Proficient communicator, who has regularly and effectively partnered with business and technical teams to plan, resolve, execute and document business-critical projects. Called upon to travel to different business and client locations as needed.PROFESSIONAL EXPERIENCEMphasis July 2023-October 2023 Point of Sale TechnicianTroubleshooting receipt printersTroubleshooting the display monitorsChecking all Meraki connectionsTroubleshooting the drive-in monitors and tablets.People Pets and Vets/VetCor June 2022- June 2023End User TechnicianConfigure Workstations (Windows & Macs) to the Doman or as WorkgroupSet up end-user software: Cornerstone, Word, Excel, Adobe and Avi-MarkInstall end user devices: Laser, Dymo and Zebra printersTrack Documentation IT Glue, Ninja, Teamviewer, LogMeIN, and Sky-WorldCornerstone BTI Sept 2021-Feb 2022Support DeskSupport end users through N-ABLEResponsible for Imaging, updates and patches and troubleshootingResponsible for migrations of users from one domain to anotherMaintained Knowledge BaseTroubleshooting VM serversCox Cable & Automotive Dec 2020-June 2021F&I Techincal Client Service RepResetting passwords for Dealer TrackUsing Pulse Secure VPN to connectUsing applications like Teams, Okta, SlackCreating cases using Sales ForceTroubleshooting FTP/Batch files for lenders and dealershipsUsing Go To Assist to connect to all clientsLiberty Mutual (Contract) March 2020-Sept 2020Help Desk AnalystTroubleshooting Active Directory password using Security Identity Portal and SPECSTroubleshooting software updates for Application like Customer Service Workbench, Customer First Auto and Property and othersUsing Ticketing system RemedyTroubleshooting Pulse Secure VPN, Avaya One X, Skype, Teams, Outlook, O365, VMware and SkypeSetting up user with mobile Iron for Android and iPhonesUsing Bomgar, Skype and Teams to remote to computersEnvision Enterprise Sept 2019 Dec 2019Service DeskReset AD/ARS passwords making sure the accounts are setup and in the right groupsAdd user to the correct groups on the Exchange serverUsed SNOW- Service NowSet user up for Iron Mobile, VPN, Pulse, Outlook and Office365Troubleshooting Citrix, IE, Chrome and java-deleting cookies, temp filesPacific Dental Services, Irving, TX (Contract) Feb 2019- May 2019Clinical Support EngineerManaged all intra oral and sensor connection and driver downloads and Network connections for dental equipment - CadCam/Cerec and milling machines and camerasUsing Sale Support as ticketing systemComputer cleanup using CCleaner and other apps on Windows 7,8 and 10.Connected to the computers using Remote Desktop, VPN and DamewareTraveled to locations as necessaryHelion Automotive Tech, Garland, TX (Contract) Aug 2018-January 2019Desktop Support SpecialistSupporting automotive application like Dealer Socket, CDK, VPN, Cisco, ShoreTelKey Accomplishments:Managed Windows logins for AD, Outlook, O365 and MS Exchange ServerManaged logins for CDK, Dealer Socket and other automotive applications installsSetting up Cisco phones, making sure they were LDAP in ADSetting up ShoreTel phones and MAC addressesCreating distribution list on the Exchange ServerTroubleshooting browser issuesSetting up printers, scanners and email on cell phonesTroubleshooting Windows updates and error messagesTicketing system used Auto TaskWorking with Vendors on supporting their applicationsICS Solution Plano, TX (Contract) Jan 2018-July 2018Level II Service Desk SupportSupport EHR applications and printersKey Accomplishments:Creating AD and EHR login accountsTroubleshoot EHR applications Pearl and TimeSetting up network printersUsing WebEx, VNC, Cyber Ark and AnyDesk remote tools to assist the end userTroubleshooting Ironmoblie and setting up Duo for all company cell phonesTroubleshooting Outlook and Webmail for desktop, laptop and mobile devicesUsed SCCM 2016 to deploy Outlook, Windows updates and EHR applicationsManaged information in the SQL databaseConducted users training on applicationBaylor Hospital Dallas, TX (Contract) Sept 2014-Aug 2015 / Feb 2017-Nov 2017Help Desk AnalystTasked as a Tier II analyst in charge of escalating all Major issuesKey Accomplishments:Reset Active Directory, Medhost, Allscripts, Epic and other HER passwords and Troubleshooting.Troubleshoot Citrix issuesUsing GoToAssist and SCCM 2007 to remote to clients PCs, display boards.Troubleshoot webmail and Outlook issue for the cell phoneResolve VPN issue for remote useService Now as a ticketing systemConducted user trainingHCL Frisco, TX Jan 2016-Feb 2017Service Desk Analyst Special ProjectsFujitsu America, Inc., Richardson, TX June 2014-Sept 2014Help Desk AnalystQuest Diagnostics, West Norton, PA and Farmers Branch, TXJan 2003 Mar 2014Help Desk Analyst/ TrainerTECHNICAL SKILLSRemote Tool: SCCM, VPN, Dameware, TeamViewer, Bomgar, Skype, Teams, Go to Assist, LogMein, Ninja, WebEx, VNC, VNC Tight, Cyber Ark, Anydesk, N-Able, Netmeeting, VSphere.Software: Office 365, MS Office, Citrix, Oracle, Abode,SAP SharePoint, Salesforce, File Net, Epic, All scripts, Avi Mark, Active Directory, VMWare, Dealer Trac, Shoretel,Teams, Okta, Eprescribe, HL7, My Identity, Xen Works, CDK, Dealer Socket, Cornerstone, Secure Identity Portal, Customer Service Workbench, IT Glue, Auto Receive, Slack, Iron Mobile, MicroSoft Life, EClinical Works.Ticketing Systems: Service Now, Auto Task, SkyWorld, Auto Task, Remedy, Vantive,Sales Support, Peregrine.Hardware: Laser Printers, Label Printers, Router ( Cisco, Meraki), Laptop, Desktop, Monitors, MAC, iPad, iPhone, Android.Networking. Data Migration, Network Infrastructure, Exchange, Project Management, LDAP, SQL, DNS, MAC Address.EDUCATIONThe Chubb Institute, Springfield, PA February 1999 AA in Technical SupportBusiness Writing CertifiedAccess 97 CertifiedMS Word CertifiedProject Management Certified |
