Customer Service Information Technology
Resume:
**** ** **** ***, **** St. Lucie, FL
*******.*********@*****.***
Colleen McCasland
Proficient Technical Support Professional and Experienced Web Designer
Objective To play a key role in a rapid growth organization that
offers opportunities for advancement as well as the
opportunity to make a difference
Experience August 2011- October 2013 Martin Memorial Health
Systems Stuart, FL
IT Systems Specialist
Responsible for maintaining and managing computer
hardware/software inventory levels, stand-alone and/or
networked.
Perform a variety of activities including receiving,
issuing, handling, warranty, repair, and accounting for
relevant equipment. Liaison between technical and
non-technical personnel within various functional
departments.
Interact with select vendors; submit RFQ's in support of
Information technology equipment purchases; coordinate with
materials department; ensure items are accurately counted
and transacted.
Focus and remain current with latest technological advances
and software developments used for systems planning,
developing and operations activities. Experience with
setup, installing, operating, testing, and troubleshooting
audio and video equipment.
Provide support for Microsoft Applications,
Independently define, schedule, and manage the proposal
preparation process, to understand and analyze the details
of a Request for Purchase (RFP).
Perform a variety of activities including receiving,
issuing, handling, and accounting for Computer and
Communications type inventory.
Responsible for updating, researching, verifying and/or
retrieving data into/from various systems, and ensuring the
accuracy and confidentiality of information recorded.
Confirm delivered product match purchase order
specifications of quantity, condition, model and serial
information, and complete all necessary computer
transactions.
Responsibility of maintaining accurate inventory levels of
new and used computer and communication systems. Also,
maintain record of phased out / decommissioned equipment as
outlined by company policies and procedures
Follow standard safety practice and procedures common to
equipment maintenance and repair.
Maintain awareness of advances in information systems
technology and recommends products and upgrades to IT upper
management.
Work closely with Field Technicians and Analysts to follow
established practices and standards for workstation
configurations, naming conventions, and other established
procedures.
Submit and review Request for Quote to select Vendors and
Suppliers.
Monitor equipment purchase price variance, On Time
Delivery, and quality of products and services provided.
Work under time sensitive pressures and manage time
sensitive projects.
Notify Customer Service Manager of Information Technology
and Services regarding any unusual or unexpected events or
problems that could adversely affect the services being
provided to our clients.
Help Desk Specialist
Provide support for over 3000 Martin Memorial affiliates.
Create new users and assign permissions in Active
Directory.
Support over 100 various applications.
Analyze and resolve requests over the phone, through
electronic mail or via remote access, when possible and, in
a timely and effective manner.
Receive approximately 85 calls and Altiris incidents.daily,
80% of which are handled without escalation.
Insure that all software and hardware standards are in
compliance on equipment/systems encountered.
Provide in-service education to customers when applicable.
Work closely with all IT staff to ensure proactive
resolution to problems can be addressed as quickly as
possible.
Demonstrate an effective interpersonal communication skill
and a strong customer focus. Effectively interface with
all levels of personnel; physicians, visitors, MMHS
associates and management staff.
Involved in the Shared Governance team to further educate
our department on the new hospital software, Epic.
Train new associates and delegate responsibilities.
April 2003-August 2011 Martin County B.O.C.C. Stuart,
FL
Desktop Analyst/Web Designer
Assist with testing and implementation of all new
softwares.
Provide training for new and/or updated softwares as well
as publish tips and user help guides with Microsoft
Sharepoint..
Replace/repair pc and laptop hardware, software or
peripherals as needed.
Worked as acting county webmaster. Updating and
maintaining www.martin.fl.us using Java, HTML, Oracle
Portal, Flash, and XML.
Provide one on one customer assistance with all hardware
and software needs.
Work directly with System Analysts to ensure that
technology changes will not conflict with the current
desktop images.
Provide second end support to the IT Service Desk.
IT Service Desk/Customer Service
Troubleshoot approximately 1500 computer support calls
monthly
Resolve 60% of incoming support calls
Remotely access terminals via LanDesk, VNC, Dameware,
Numara, VPN,and remote desktop to assist customers in
resolving the problem and understanding the solution.
Prepare weekly/monthly status reports.
Responsible for keeping county laptops updated.
Provide support for over 20 various applications.
Assist in the creation of User Group training materials.
Create weekly tips and quarterly newsletter.
Update intranet announcements and classifieds.
Publish County agendas to the Web.
Configure computers for new users.
Assist users with scanning and printing issues.
1999 - April 2003 NuCo2 Stuart, FL
Tax Preparer/AP Clerk
Responsible for the timely filing and payment of sales and
property tax returns for 47states.
Assisted MIS with the creation of a property tax billback
program.
Help Accounts Payable meet month end deadlines.
Work with other departments to help clarify tax problems
called in by customers.
Self taught on the Vertex tax system.
Troubleshoot accounting departments computer problems as
needed.
Create Excel spreadsheets for accounts payable staff to
simplify account reconciliation.
Train A/P personnel and help to organize and simplify daily
procedures.
Serve as interoffice first point of contact when PC and
printing problems arise.
1998-1999 NuCo2 Stuart, FL
Accounts Payable Clerk
Responsible for GL posting of vendor invoices and
utilities.
Reviewed, corrected, and processed employee expense
reports.
Assisted in implementing new software and trained
co-workers on the new PO matching features.
Reconciled vendor accounts.
Handled vendor payments.
Assisted vendors when they phoned with any questions.
Helped management to create and implement a more convenient
procedure of invoice entry with the aid of Excel
spreadsheets. Trained other employees how to do this as
well.
p 1996-1998 NuCo2 Stuart, FL
Mail and File Room Supervisor
Responsible for creating a file system for 50,000+ customer
accounts within a national publicly held company.
Provided other departments with documentation needed to
assist customers.
Managed and trained a staff of 4 employees.
Implemented procedures for the new scanning software
Played an essential role in the introduction of the bulk
mail system currently in use.
Responsible for generating monthly rental and weekly
product invoices.
1996-1998 NuCo2 Stuart, FL
Part-Time MIS Assistant
Responsible for nightly weekend computer backups.
Assisted all departments with printing problems.
Served as a troubleshooter when computer problems arose in
the absence of MIS personnel.
1994-1996 Window World Port St. Lucie, FL
Office Assistant
Responsible for scheduling appointments and answering
phones.
Assisted in implementing new computerized billing system.
Education 2003-2005 Indian River State College, Stuart, FL
AS in Computer Programming
ITIL V2 Foundation Qualification
ITIL V2 Practitioner Qualification
Proficient in all Microsoft Office apps
Windows 95 98 2000 ME XP Vista 7
Courses completed include: Financial Accounting, Cisco
training, C-Programming, Microsoft Access training,
Networking Essentials, MS Frontpage, SQL, Linux
Programming, .NET
Skills Areas of expertise include:
Ability to function as a team player and multi-task in a
fast-paced environment.
Strong interpersonal and communications skills; capable of
writing proposals or papers, acting as a vendor liaison and
making presentations to customers or professional peers.
Ability to automate processes and manage priorities
effectively to achieve optimal results.
Ability to develop technical specifications and interpret
business requirements.
Strong understanding of Microsoft Windows 95, 97, 98, NT,
2000, XP Vista and 7 as well as working understanding of
Linux and Unix.
Proficient in all Microsoft Office applications.
Substantial proficiency with Adobe applications.
Willing to further my education to benefit my employer and
myself
Working knowledge of IIS, Active Directory, Linux/Unix OS,
Virtual Machines, DHCP, LDAP, DNS, and basic networking
skills.
Previous experience working with Java, HTML, Oracle Portal,
Flash, XML, Microsoft Sharepoint, Microsoft Access,
Microsoft Project, Microsoft Visio, Crystal Reports,
Altiris, Track-it and Peregrin ticket tracking softwares.
Familiar with Adobe Photoshop and proficient in creating
custom web graphics and slideshows.
References
Personal and business references available upon request.
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