Customer Service Software

Christopher Lloyd

**** ******* **** *** *** Hermitage, TN 37076 615-***-****

abmtvt@r.postjobfree.com

Objective Obtain a position as a support technician that will allow me to

utilize both my extensive technical and customer service experience.

Experience

PC Support Specialist II Saint Thomas Heart Group

April 2010 - May 2010 (Temp to hire let go because of budget cutbacks)

Nashville, TN

Provided direct technical support to hospital staff.

Designed and installed load images using Norton Ghost and Acronis.

Active Directory account modification (account creation, group management,

mailbox size limitations, distribution list management)

Documented and coordinated within team using a Spiceworks help desk

ticketing system.

Installed PC hardware to upgrade and repair damaged computer systems.

(video cards, RAM, hard drives, NIC, and power supplies)

Managed IP address ranges in a DHCP environment.

Installed and configured EMR software. (NextGen and TouchChart)

Configured iPhones, Blackberries, and Android for users to synchronize with

an exchange server.

Observed and enforced HIPPA procedures regarding electronic patient

information.

Assisted user in the migration from a fat client EMR to a Citrix XenApp

version.

Provided after hours support to nurses and doctors for VPN and connectivity

issues.

Software used proficiently: Active Directory, VNC, Remote Desktop, Norton

Ghost, Citrix XenApp Server, Cisco VPN, Microsoft Office.

Installation and troubleshooting of networked laser printers. HP and

Kyocera.

Client Analyst II Computer Sciences Corporation

March 2008 - April 2010

Nashville, TN

Assisted healthcare personnel with clinical and enterprise

software/hardware issues and escalating to appropriate support groups when

needed.

Supported operating systems: Windows 2000, XP, Vista, 7, and Mac OS X (10.3

- 10.6)

Active Directory account modification (account creation, group management,

mailbox size limitations)

Documented and tracked inquiries using a problem management database

(Remedy 6/7) and maintained history records and related issues

documentation.

Coordinated dispatch of onsite technicians to solve mission critical issues

to meet service level agreements for clients.

Created training documentation for new and updated software standards.

Supported Enterprise Software: VPN (Nortel/Cisco), Microsoft Office 2000,

2003, and 2007, Lotus Notes 6.x - 8.x, Blue Zone Terminal Emulation,

Attachmate EXTRA! Terminal Emulation, iPhone and Blackberry OS, Citrix

XenApp, Citrix iPhone configuration, Kronos, Anti Virus (Symantec, Norton,

McAfee), and Vergence Authenticator Single Sign On

Help Desk Software: LANDesk, Dameware, Remedy 6 and 7, and Unicenter

Service Desk

Supported Clinical Software: Sunrise Clinical Manager, IDX, Meditech,

Siemens Medical Software, EPIC, VISICU, Navicare, GE Centricity EMR,

eWebhealth (formerly Chartone), and Siemens Syngo Suite

Studio Manager Hummingbird Productions

July 2007 - March 2008

Nashville, TN

Configured and maintained Microsoft Exchange Server 2003

Supported remote users accessing VPN, email accounts, and FTP.

Configured remote users laptops for email access, recording software, and

chat software.

Performed weekly back ups of servers, audio workstations, and laptops using

EMC Retrospect 8.

Ensured compatibility and functionality in a mixed operating system

environment. Ubuntu Linux Server, Mac OS X, Windows XP.

Consultant Mecklenburg County Board of Elections

September 2006 - April 2007

Charlotte, NC

Configured new election system during the 2006 election year.

Instructed 300+ election poll workers on operating procedures of new

hardware and software.

Voting system supported was the ES&S Unity Election System software and

iVotronic voting machines.

Provided immediate on site support on election day for critical hardware or

software issues at 30+ polling sites.

Installed Sprint wireless connection cards in laptops for use in polling

places.

Installed new printer modification provided by vendor on 2000+ voting

systems.

Command and Control Specialist United States Marine Corps

August 2001 - August 2006

Cherry Point, NC

Rapid deployment and support of network and computer systems for the

control of aircraft.

Systems supported: Windows NT/2000/XP and Sun,

Evaluated and repaired Dell/IBM laptop's and desktops.

Installed large screen display monitors (40" to 75") for viewing of

battlefield maps.

Coordinated with other branches of military to ensure correct network

standards were in use and correct cryptography was in used.

Configured Tactical Digital Information Links to transmit critical

situational data using different connectivity methods. (TDL A,B,C,J)

Education

SAE Institute of Technology

Audio Engineering

April 2007 - December 2007 Nashville, TN

Marine Corps Communication-Electronics School

Air Control Electronics Operator Course

January 2002 - August 2002

Twenty-Nine Palms, CA

Zebulon B. Vance High School

1998 - 2001

Charlotte, NC

Achievements

2 Certificates of Accommodation from the United States Marine Corps

Eagle Scout Award, Boy Scouts Of America

References

. Provided upon request

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