Customer Service Manager

SKILLS SUMMARY

More than ** years experience in Information Technology including support and

repair of PCs, printers, related peripherals and Help Desk support.

Experience with major desktop operating systems including Windows 2000/XP.

Support of desktops using Novell and Citrix client.

Related areas of expertise:

Track It Help Desk Software

Novell Console 1

AD / Novell Account Administration

Peripheral Maintenance

EMPLOYMENT HISTORY

High Point Regional Health System

Help Desk Analyst II, PC/LAN Technician

June 1997 to Present

Manage and coordinate all incoming help desk support calls.

Maintain and update the automated help desk database with detailed and

pertinent information from all incoming support calls

Respond to all incoming calls, voicemails and E-submissions with a 90% daily

completion rate at level 1 support.

Provide basic and intermediate level 1 troubleshooting for end users to

resolve support and re-direct unresolved issues to appropriate support

personnel.

Maintain the current hardware inventory database with appropriate

modifications as necessary to include warranty and maintenance information.

Organize the function of centralized hardware support by developing policies

and procedures that specifically define the operation and services available.

Assist in ensuring network security by enforcing passwords, ensuring virus

protection is installed on all PCs and ensuring all PCs are configured

consistently.

Create email and network accounts for all users

Reset passwords for users of clinical software (Horizon Expert

Documentation, Pathways Material Mgt, Star Systems, Horizon Medical Manager

and other clinical software.)

Assist users in various Microsoft Office questions.

Review written add user requests and redirect as necessary to appropriate

personnel.

Supporting over 2000 users in a 400 bed hospital.

Supporting of printers by calling on contracted vender to repair when

necessary.

Respond to end users' problems when field tech not available.

Assist Server team, desktop team and network team when needed.

Discussed ways to Director and Managers on ways to improve customer service

requests for users.

Supported home and office connections through vpn for doctors to access

physician portal to check patient records and sign charts.

Supported home users through vpn connection.

CompUSA

Accessories Department Manager, Software/Hardware Sales

May 1994-June 1997

Managed staff of three personnel within accessories department.

Responsible for overseeing daily incoming stock was properly merchandised.

Ensured outgoing systems were properly inspected and signed for to gain

customer satisfaction.

Advised customers on the pre-sales of software, hardware and peripherals.

Advised customers on proper upgrades for home computers to include memory,

hard drives and other related items.

Inducted into the CompUSA Million Dollar Club for selling 1 million dollars

of merchandise in one year.

EDUCATION

University of North Carolina at Greensboro, BS in Management

1989

MCDST Microsoft Certified Desktop Support Technician

April 2009

MCP Microsoft Certified Professional

March 2009

A+ Certification

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