Customer Service Medical

Jennifer Welch

**** ********* ******* ********, **** 44145

216-***-**** ***************@*****.*** linkedin.com/in/welchjennifer

"Jennifer has maintained a high level of customer excellence in her support

of the PBS office. She has established great leaderships with the PBS

leadership and they have accepted her as a team member who is knowledgeable

and capable of getting things done. The reputation of IT has been greatly

enhanced by the work Jennifer has done." Excerpts from 2011 Performance

Review

Desktop Support Specialist

Desktop Deployment, Solutions-oriented IT professional with proven success

Imaging, Administration, in analyzing, recommending, designing, and implementing

& Upgrade technology solutions with high return on investment

Software / Systems (ROI).

Rollout, Upgrade, & Strong technical background with a solid history of

Support delivering outstanding customer service. Strength in

Security, Updates, VoIP, analyzing, identifying, and resolving issues to ensure

& Remote Access optimal productivity and minimal downtime.

Management Outstanding communication and relationship-building

Project Planning & skills. Adept in conveying technical information to

Management users to increase competency.

Issue Isolation & Proven ability to quickly learn and apply new

Resolution technologies, standards, and best practices to enhance

User Relationship the delivery of services. Loyal and diligent with a

Management strong work ethic, drive, and ambition.

Customer Service Best

Practices

Experience & Achievements

EMERGENCY MEDICAL SERVICES CORPORATION - Akron, Ohio 2010-present

Tier II Field Technician / Systems Administrator - American Medical

Response (AMR) Division

Recruited as a team member of 2 to provide optimal onsite and remote

support to up to 300 business and medical users throughout Michigan, Ohio,

Indiana, and Kentucky. Deploy, administer, optimize, and ensure optimal

uptime and performance of desktop computing environments, including

security, imaging, and patches / fixes / updates. Scope of accountability

spans configuring and deploying new desktops, laptops, and Toughbooks

across Windows / Active Directory environment; administering local Windows

servers; monitoring inventory of technical assets; and analyzing and

resolving voice, data, and remote accessibility issues. Recruit, train,

and mentor team interns.

Selected Achievements & Recognition:

< Received 2 "You Have Been Tattled On" recognition certificates(within

8 months of hire(from the Patient Billing Systems (PBS) Department

based on outstanding service delivery. Built critical relationships

and trust with users by answering questions, responding to concerns,

educating on technologies, quickly addressing and resolving issues,

and securing feedback on new solutions.

< Solely accountable for providing support to 250+ users for 3 months-

in response to the departure of team member-while maintaining high

customer satisfaction ratings. Assisted in training and mentoring new

technical support specialist on company's support processes,

technologies, and environments.

< Pivotal role in establishing the IT internship program to ensure

continued delivery of quality support to users as technical

environment and systems expand. Collaborated with Human Resources to

develop and submit job descriptions to local colleges. Assisted in

interviewing and hiring 2 interns. Created technical documentation

and delivered training on desktop configuration and customer service

best practices.

< Created a system to track technical inventory focused on enhancing

the delivery of new desktops to users.

< Developed a virtual training system that enables home users to obtain

training on new technologies remotely.

"Jennifer's technical and organizational skills complement her exceptional

project management capability. The result is a solutions-oriented

professional whose presence contributes to the company's success

immeasurably and cannot be understated." Information Systems Specialist,

AMR

Jennifer Welch, Page 2

216-***-**** ***************@*****.***.***

"Jennifer has taken on several key initiatives. The projects required

extensive project management, research, and determination to implement

according to strict guidelines and specifications. Jennifer was able to

deliver on time and within the technology required." Excerpts from 2011

Performance Review

EMERGENCY MEDICAL SERVICES CORPORATION, AMERICAN MEDICAL RESPONSE (AMR)

DIVISION - Continued...

Notable Projects & Solutions:

< Granted the "Above and Beyond" Award for significant contributions to

the Work From Home Deployment project. Planned and coordinated all

efforts to configure and deploy thin clients to support 35

users(within the Patient Billing Services(to access critical data

from home locations through Citrix. Interfaced with business and

technical teams to achieve all objectives.

< Successfully oversaw the rollout of Panasonic Toughbooks and scanners

to ambulatory personnel throughout Indiana and Kentucky. Imaged,

configured, encrypted, tested, and deployed new remote desktop

computing environments that allowed ambulatory personnel to enter

patient information into medical system, leveraging wireless

infrastructure. Traveled to remote ambulatory locations, set up

training rooms, and educated end-users on new devices and software.

< Contributed to overhauling the desktop computing environment with the

Akron location to eliminate potential vulnerability and establish a

more consistent work environment. Defined the project plan to update

and deploy computers with high security group policies (GPOs).

Collaborated with security team to deploy new Forefront Enterprise

Protection(across all desktops(to minimize risks.

Additional Experience & Achievements

ARCHIVERS - Fairlawn, Ohio 2008-2011

Sales Assistant / Trainer

< Promoted(within one year(to plan, coordinate, and deliver crafting

classes to customers.

SS&G FINANCIAL SERVICES - Akron, Ohio 2008

IT Intern

< Installed and configured desktops and laptops, troubleshot hardware

and software issues, and delivered training to user base of 150.

Chosen to image, configure, and coordinate the sale of old laptops /

desktops to users.

THE UNIVERSITY OF AKRON - Akron, Ohio 2007

Senior Student Assistant - Student Union / Department of Student Life

< Advanced within 3 months to supervise efforts of 4 in setting up and

troubleshooting equipment for meetings.

Education & Credentials

THE UNIVERSITY OF AKRON - Akron, Ohio

BS: Management Information Systems (2010)

AAB: Computer Information Systems; Concentration in Maintenance and

Networking (2008)

Technology Proficiency

Platforms Windows XP and 7 Operating Systems; Dell and HP Laptops, Desktops, and

& Thin Clients; Panasonic Toughbooks; and Brother Scanners, Ricoh Aficio

Hardware: MP All-In-One Devices, HP Printers

Software: Active Directory, Bomgar, Symantec GhostCast, Cisco VPN Client, Cisco

IP Softphone, Citrix, MS Lync, Numara Track-It, Jaguar, MEDs, Medicare

Remit Easy Print, Optika Acorde, Mochasoft AM2000, Google Chrome,

Forefront Endpoint Protection, Symantec Endpoint Encryption / Guardian

Edge, MS Office

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