Carol Roberson

ad49ax@r.postjobfree.com

214-***-****

Client Services Analyst

Accomplished, results-driven Client Services Analyst professional with over 15 years of progressive experience in information technology specializing in Hospital Technical/Client Support. Driven to provide excellence in customer care I have been responsible for maintaining the Doctor/Hospital relationship to technical systems thereby ensuring timely, accurate and secure patient care. Solid expertise with and resolution of Tier II issues. Demonstrated ability to train others and to document processes for new associate knowledge base and knowledge transfer. Recognized as an Innovative contributor, able to bring proactive solutions to difficult or high-pressure situations. Proficient at communicating complex technical information to associates and “end-users.” As a valued team member, have been able to effectively partner with business and technical teams to plan, resolve, document and execute on business-critical projects. Responsible for training new employees and clients on the different application. Travelled to different locations to train clients.

Network Infrastructure Windows Platforms Data Migration VMWare

Oracle VPN Citrix MS Office Project Management Office 365 SharePoint Unix

Allscripts Medhost Epic VNC

EDUCATION

The Chubb Institute, Springfield, PA

February 1999 AA in Technical Support GPA 3.75

Business Writing Certified

Access 97 Certified

MS Word Certified

Project Management Certified

PROFESSIONAL EXPERIENCE

Mphasis July 2023-October 2023 Service Desk

Worked on the Del Taco Restaurant account.

Troubleshooting receipt printers.

Troubleshooting the display monitors.

Checking all Meraki connections.

Troubleshooting the drive in monitors and tablets.

People Pets and Vets/VetCor June 2022- June 2023

Service Desk

●Configure Workstations set them on the doman or as Workgroup.

●Set up software like Cornerstone, Word, Excel, Adobe and AviMark.

●Install all laser, dymo and zebra printers.

●Record all documentation in IT Glue

●Use Ninja, Teamviewer and logmein remote.

●Using Skyworld as a ticketing system.

●Installing software,printers and updates on Mac's.

Cornerstone BTI Sept 2021-Feb 2022

Support Desk

● Support the MSP application N-ABLE.

●Remote to computer, ran updates and patches.

●Using Autotask as the ticketing system.

●Did migrations of computers from one domain to another.

●Created or updated all Knowledge Based Articles.

●Imaging of all outgoing laptops and desktops.

●Troubleshooting VM servers.

●Installing and troubleshooting Microsoft office.

Cox Cable & Automotive Dec 2020-June 2021

F&I Techincal Client Service Rep

●Resetting passwords for Dealer Track

●Using Pulse Secure VPN to connect

●Using applications like Teams, Okta, Slack

●Creating cases using Sales Force

●Troubleshooting FTP/Batch files for lenders and dealerships

●Using Go To Assist to connect to all clients

Liberty Mutual (Contract) March 2020-Sept 2020

Help Desk Analyst

●Troubleshooting Active Directory password using Security Identity Portal and SPECS.

●Troubleshooting software updates for Application like Customer Service Workbench, Customer First Auto and Property and others.

●Using Ticketing system Remedy

●Troubleshooting Pulse Secure VPN, Avaya One X, Skype, Teams, Outlook, O365,VMware and Skype.

●Setting up user with mobile Iron for Android and iPhones.

●Using Bomgar, Skype and Teams to remote to computers.

Envision Enterprise IT Service Desk (contract) Sept 2019- Dec 2019

Level II Application Support

●Reset AD/ARS passwords making sure the accounts are setup and in the right groups.

●Add user to the correct groups on the Exchange server.

●Train user on using Okta and the chiclet like Kronos, Concur and entering web tickets in Windows and MAC’s

●

●Used the ticketing system SNOW- Service Now

●Set user up for Iron Mobile, VPN, Pulse, Outlook and Office365.

●Troubleshooting Citrix, IE, Chrome and java-deleting cookies, temp files.

●

Pacific Dental Services, Irving, TX (Contract) Feb 2019- May 2019

Clinical Support Engineer

●Troubleshooting all intra oral and sensor connection and downloading drivers.

●Troubleshooting dental equipment like CadCam/Cerec and milling machines. Making sure they’re connecting and all drivers or updated.

●Adding the Cerec machines onto the network

●Using Sale Support as ticketing system

●Doing minor computer cleanup using CCleaner and other apps on Windows 7,8 and 10.

●Setting up MicroSoft Life Camera’s drivers and software

●Connected to the computer’s using Remote Desktop, VPN and Dameware.

●Travelled to California for training project for 2 weeks

Helion Automotive Tech, Garland, TX(Contract) Aug 2018-January 2019

Desktop Support Specialist

Task with troubleshooting automotive application like Dealer Socket, CDK, VPN, Cisco, ShoreTel and printers

Key Accomplishments:

●Creating logins for AD, Outlook, O365 and MS Exchange Server

●Creating login for CDK, Dealer Socket and other automotive applications

●Setting up Cisco Phones in the system and making sure they are LDAP in AD if needed and getting the MAC addresses

●Setting up ShoreTel phones and MAC addresses

●Creating distribution list on the Exchange Server

●Setting and troubleshooting all browser issues, flushing the dns server, running updates and system updates.

●Setting up printers, scanners and email on cell phones

●Troubleshooting Windows updates and error messages

●Blowing out user profiles and folder redirection

●Doing all application installs like CDK, Dealer Built, Outlook etc

●Ticketing system used Auto Task

●Working with Vendors on supporting on their applications

●Troubleshooting Word and Excel documents

●Training user’s how use email and office products

●Adding computers and printers to the network

ICS Solution Plano, TX (Contract) Jan 2018-July 2018

Level II Service Desk Support

Task as a Tier II Analyst support EHR applications and printers.

Key Accomplishments:

●Creating AD and EHR login accounts

●Troubleshoot EHR applications Pearl and Time

●Setting up network printers

●Using WebEx, VNC, Cyber Ark and AnyDesk remote tools to assist the end user.

●Troubleshooting Ironmoblie and setting up Duo for all company cell phones.

●Troubleshooting Outlook and Webmail for desktop, laptop and mobile devices.

●Used the Service Now ticketing system

●Used SCCM 2016 to deploy Outlook, Windows updates and EHR applications to all end users.

●Entering information in the SQL database

●Training user on how to use the application

Baylor Hospital Dallas, TX (Contract) Feb 2017-Nov 2017

Help Desk Analyst

Tasked as a Tier II analyst in charge of escalating all Major issues

Key Accomplishments:

●Reset Active Directory, Medhost, Allscripts, Epic and other HER passwords

●Troubleshoot Citrix issue by removing the computer and login name from the server

●Using GoToAssist and SCCM 2007 to remote to client’s PC’s, display boards.

●Troubleshoot monitors and printing issue for Medhost, Allscripts and Epic

●Troubleshoot webmail and Outlook issue for the cell phone

●Resolve VPN issue for remote users

●Walk caller through added patient list tab in Allscripts and Epic missing patient information.

●Enter caller’s information into the ticketing system Service Center

●Used Service Now as a ticketing system

●Trained user ‘s on how to use the applications

HCL Frisco, TX Jan 2016-Feb 2017

Service Desk Analyst

Task as a Service Desk Analyst in charge of special projects.

Key Accomplishments:

●Printer installs

●Password reset in My Identity

●Updating profile in Active Directory

●Installing Citrix Receiver and Xen Worx

●MS Outlook issues like rebuilding profiles and setting it up for end user

●Resolving WebEx problem for meetings

●Fixing all IE browser issues

●Resolving VPN issue

●Used Service Now ticketing system

Baylor Hospital, Dallas, TX (Contract) Sept 2014-Aug 2015

Help Desk Analyst/ Overnight Lead

Tasked as a Tier II analyst in charge of escalating all Major issues

Key Accomplishments:

●Responsible for training new employees

●Reset Active Directory and EHR password

●Troubleshoot Citrix issue by removing the computer and login name from the server

●Using GoToAssist and SCCM 2007 to remote to client’s PC’s, display boards.

●Troubleshoot monitors and printing issue for Medhost, Allscripts

●Put a training Document together for new employees

●Troubleshoot webmail and Outlook issue for the cell phone

●Resolve VPN issue for remote users

●Walk caller through added patient list tab in Allscripts and missing patient information.

●Enter caller’s information into the ticketing system Service Center

●Used Service Now ticketing system

Fujitsu America, Inc., Richardson, TX June 2014-Sept 2014

Help Desk Analyst

Tasked with on boarding and off boarding of users.

Key Accomplishments:

●Reset Active Directory and SAP passwords

●Troubleshoot internet browser issue

●Troubleshoot VPN and reset tokens

●Create onboard and offboard ticket and new ID’s

●Troubleshoot Webmail and Office Suite issues like MS Office

●Use TeamViewer to connect to end user’s PC

●Gather information for the Knowledge base application

●Train Callers on uses of all applications

Quest Diagnostics, Farmers Branch, TX Dec 2005 – Mar 2014

Help Desk Analyst/ Trainer

●Reset passwords for an internet based medical application i.e. Care360

●Assist clients with entering insurance information in the lab systems

●Train clients to look up results in the Care 360 internet lab application

●Troubleshoot teleprinters connected into the VMS lab systems

●Re-queue and send results in the VMS and HL7 lab systems

●Reset Citrix/NT/active directory passwords

●Explain to end users how to access their email

●Train new employees on the use of all applications

●Create username and rights for users.

●Troubleshoot Active X, Java, Adobe and other internet settings

●Remotely troubleshoot via WebEx and Dameware

●Troubleshoot interface by checking the HUB connection

●Install/reinstall Auto Receive application: HL7 and printable

●Troubleshoot bridge issues like insurance mappings and patient demograpics

●Train clients on the proper use of our internet based application

●Train clients on the use of Eprescribe; finding the correct pharmacy

●Track reasons a script didn’t cross into the pharmacy system

●Working knowleadge medication types

●Used Service Now ticket system

Quest Diagnostics West Norriton, PA Jan 2003 – Dec 2005

National Help Desk Analyst

●Reset Active Directory, FileNet, VMS, and PAL passwords

●Troubleshoot VPN and PAL issues

●Work with Data Networking Dept. and MCI on all circuit outages

●Use Peregrine as a call tracking tool

●Track lab system software outages for VMS, Neon, HL7, and QTN

●Troubleshoot PeopleSoft software such as Stock Clerk and Sales Portal

●Remotely connect to a user’s desktop &/or laptop using Dameware, Net meeting & SMS

●Troubleshoot some MS Outlook issues

●Troubleshoot Dot Matrix, Okidata and laser printers

●Train new users on the use of all the applications

●Used Vantiv and Service Now ticketing systems

Contact this candidate