Customer Service Support
Resume:
COREY H. GRITSCH
Palos Park, IL 60464
abg0ri@r.postjobfree.com
WORK EXPERIENCE
Rush University Medical Center, Chicago IL
Fieldtech (12/05 – present)
Responsible for troubleshooting software, hardware and networking problems for all clients at
Rush on a daily basis. Serve as a technical lead by providing 1st, 2nd and 3rd level of support.
Software support includes configuring workstations and applications, editing registry,
removing viruses and updating spyware, and applying patches and upgrades. Provide
hardware support on computers, laptops, printers and other peripheral devices. Network
experience includes adding devices to the network, configuring wireless devices,
troubleshooting TCP/IP problems and resolving network connectivity issues.
Provide exceptional client support with a focus on great customer service via remote access
and phone support. Work closely with various groups within Information Services including
Network Services, Server Administration, HelpDesk, EndUser Support and Epic Team.
Last year, two of my major accomplishments were the quality of support that I provided to our
clients and number of problems resolved. In addition, as an Information Services liaison, I
have managed many projects where I have demonstrated my leadership ability
Provide outstanding customer support for end-user computing environment. Demonstrates a working
knowledge of best practices, and follows documented processes and procedures in facilitation of service
recovery, refresh, maintenance, moves and various other project related activities. . Effectively interacts in
collaboration with immediate team, vendors, customers and all levels of Information Service staff.
Utilizes incident, project management systems to document and record all activities associated with client
requests and incidents.
Principal Duties and Responsibilities:
Provides customer support and incident remediation both on-site and via remote access
Effectively coordinates support tasks and activities in accordance with customer’s schedule
Assists with Level-1 Help Desk operations, and other Information Services teams with tasks and
maintenance when needed.
Demonstrates a sense of urgency and knows when to escalate 3rd-level incidents, following
appropriate processes and procedures Contributes standard formatted documentation to knowledgebase
Maintains required and ersonal training and development plans
SKILLS Computer Competencies
• Software: Have an extensive knowledge of many applications including Internet Explorer,
Microsoft Office 2007, 2003 & 97/2000, Citrix, Outlook, Lotus Notes, Epic and others
• Operating Systems: Windows 7, XP, NT and DOS
• Hardware: computers, laptops, and printers from Hewlett Packard and Dell
• Dell Certified Technician
• Languages: C++, Visual Basic, COBOL, CICS
Personal Attributes
• Excellent verbal and communication skills; exemplary interpersonal and teamwork
qualities; strong analytical and problem-solving abilities; self-motivated and goal-
oriented; committed to honest practices
EDUCATION Saint Xavier University, Chicago, IL
Bachelor of Science, Computer Science
References Available Upon Request
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