Thomas Ivy *** Kensington Rd

Taylors SC *****

acb2u4@r.postjobfree.com

864-***-****

PROFILE

Experienced Software Support Technician with a background in Health

Care and Office Software. Seeking a challenging opportunity where my

proven support and problem solving skills can be applied to aid in the

growth and productivity of a support team.

EXPERIENCE

Henry Schein, Greenville SC

During my recent years in Information Technology my time has been spent

as a software technician for the largest dental software company in the TECHNICAL SKILLS

United States. I have been supporting Dentrix dental software and its

supporting products. This included electronic dental records, Electronic Dental

insurance claims, correspondence and electronic payments. The Record Software

following positions will cover the work history with them, starting Dentrix

from the current position. Easy Dental

Cross Product Technician, Henry Schein Cross Product Team 7/13 - Signature and

present Credit card

After proving myself experienced and responsible as an eCentral Devices

Technician and Mentor I was offered a position in a new department. Ingenico

This department supports several support departments at once. This ePad

allows management to give extra manpower to any area when needed.

Working as a high level technician in all 5 major areas of support Remote Assistance

Keeping up with all the current issues of all supported products Software

Using effective time management to meet the demand of the large Bomgar

customer base LogMeIn

Executing the competencies of providing instruction on the setup of

network servers and workstations Microsoft

Currently a member of the new employee training team; my Word

responsibility is to mentor new technicians as they work with Excel

customers, also worked directly with management on the evaluation of PowerPoint

each trainee's performance and work ethic Outlook Messenger

Mentor Technician, Henry Schein eCentral Department 10/12 -

7/13 Operating Systems

The Mentor position was offered to experienced technicians who have

shown themselves as both helpful and knowledgeable. They are Windows 95, 98,

responsible for helping fellow technicians and the programming 2000, 2003, XP

department. Professional

Worked on two person teams to provide assistance and training to 40 Windows 7

technicians at their desk to help resolve issues with their current Windows 7

calls Ultimate

Stayed abreast of current technical issues with software support Windows 8

Liaison between the programming department and software support; this Professional

involved the transfer of information between both parties to resolve Windows Server

and manage current issues 2003 & 2008

Coordinated with other mentors to discover solutions to problems that

affect multiple customers.

Level 4 Technician, Henry Schein eCentral Department 02/12 - 10/12

Level 4 is the highest level of technician for Henry Schein, chosen

because of my extensive product and technical expertise. This position

requires spearheading special projects with management and product

support.

Trained several classes of new employees on how to support credit card

software and its integration with the dental software database

Created a process to effectively train employees including

documentation, PowerPoint slides, and training scenarios.

Focused on customers escalated due to major issues that affected their

dental practice.

Developed a test database for technicians to take electronic

advancement tests for levels 2 and 3.

Responsible for correcting corrupt software databases with the

Microsoft SQL Database Engine

Supported customers in the beta testing of new software versions

Analyzed encrypted files and xml files to determine database

integration issues with dental records

Technician levels 1 to 3 Henry Schein Software Support

02/10 - 2/12

Each technical level was achieved by meeting certain requirements.

Advancements came with increased responsibilities in both technical and

customer service skills.

Trained doctors and office staff on running reports such as patient

lists, patient balances, appointment lists and audit reports

Help doctors setup a security plan for managing access permissions for

employees

Used remote access software to address software issues and train

Responsible for logging all calls and steps taken to resolve problems

Installed software and setup communication between computers

EDUCATION

Southwest Tennessee Community College

Memphis, TN

Associate Degree: Information Technology

2002

Concentration: Unix System Administration

Certifications: Comptia A+ Certified Computer Technician

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