Customer Service Technician
Resume:
RICE GIDDEN
**** ******* ***, ****** **, *****
C
*****-*******@*******.***
Information Technology Specialist
Sharp, insightful results-driven IT professional with notable experience and success while participating in analysis, planning,
design implementation, testing, security and database management in support of business objectives. Excel in providing comprehensive
technical support in hardware and software maintenance. Outstanding supervisory and program leadership skills;
able to apply organizational guidelines with minimum supervision as well as guide and motivate teams on project based efforts.
Areas of Expertise:
• Hardware and Software Installation
Data Integrity
Data Recovery
Research Development
Technical Support
Risk Assessment
Impact Analysis
Cost Benefit Analysis
Team Leadership
TECHNICAL PROFICIENCIES:
Hardware: Desktops: HP, Dell GX, SX series, HP Compaq 7800/7900 series, Gateway Laptops: Panasonic, series, Omnibook tablet:
Evon: Dell Power Edge Servers, IBM, Printers: HP Xerox Document Center/Xerox Color printer, Motorola Blackberry, PDA
Software: Windows 2000/XP, Windows 2000 Server, Microsoft Office Suite, Exchange Server 2000/2003 Active Directory, AS/400,
Norton Ghost, Approve It, SQL, OBIX, Oracle client, Systems Management Server, Client VPN, Hyena, HEAT, Blink, CHCS II,
ALTHA, E-Signature, Tumbleweed, Citrix
PROFESSIONAL EXPERIENCE
University of Colorado Hospital, Denver CO March 2007- Present
Computer Technician II
Responsible in providing design, modification and deployment of desktop application packages within the
hospital organization.
• Provides enterprise wide support of computing devices through identifying, analyzing and resolving hardware/software
issues
Provides guidance and training on multiple applications, and user orientation to customers.
Research and solve non documented program procedures.
Research and introduce current COT applications.
• Offer hands-on technical experience in diagnosing, troubleshooting and resolving software (SW) and hardware (HW)
problems of hospital owned assets.
Performs basic and advance desktop system configurations.
Responsible for coordinating, delegating and overseeing service agreement contracts with hospital vendors.
• Provide HW/SW installation including, but not limited to: medical desktop computers, network printer and copiers. Assists
end users in product cost analysis, maintenance and operation of Hospital assets.
• Provide complex technical support solution and guidance to hospital directors, department managers, senior IT management.
Provide world class professionalism and courteous customer service to patients, managers and hospital staff members.
• Manages and utilizes application to document and record on-going and completed work done for knowledge database.
Participate in Disaster Recovery testing.
Maintain security configurations for workstations and images in accordance with established policies and procedures.
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U.S. Army, Evans Community Hospital. Colorado Springs, CO Jul 2005-Feb 2007
Information Technology Specialist (Desktop Technician) GS-9/2210
Senior team member responsible for network support on peripheral equipment for over 8500 active duty, reserve, retirees,
doctors, nurses students, interns and civilian personnel, with 3500 desktops/laptops/tablets.
•Coordinated software system installation and monitored equipment function to ensure organizations specifications are met.
Installed and repaired HW, SW and peripherals, following installation specifications associated AHLTA, CHCSII.
•System Administrator, responsible for authenticating and managing active directory.
Coordinated and planned with network team, clinic management, facility units and vendors the timely installation of newly
configured computer systems ahead of required deadlines.
•Led technician resolving and troubleshooting application configuration in supporting direct patient care.
•Key team member in the acquisition, accountability and deployment of computer hardware.
Guided the implementation of the Public Key Infrastructure within the organization.
•Remotely troubleshoot associated problems using Remedy for over 2500 desktop computers, laptops, and peripherals.
•Managed, established and maintained organization exchange servers, active directory MS exchange accounts.
• Planned and supervised a full range and variety of essential customer support services to the entire organization.
• Managed active directory, group policy objects. Evaluated and recommend enterprise wide settings remotely and locally.
• Operated master SMS consoles to manage and monitor the performance of systems and administer
user and system accounts
• Managed HEAT database to track, and provide feedback on trends and patterns.
• Installed wireless software and hardware to expanding network infrastructure.
• Performed lead helpdesk duties in logging and disseminating trouble calls to other technicians, supporting a wide range of
applications on a variety of platforms.
• Supervised group of staff with the installation and deployment of desktops throughout entire hospital
ProCard Inc., Golden, CO
End-User Support Administrator Jun 2004-Jul 2005
Responsible for 300 desktops, laptops, and server setups, hardware and software installation.
• Provided daily client/server systems and operations support, with detailed technical guidance, assistance
• and consultation in the operation, administration and software maintenance for the various products.
• Managed the security access program for the entire organization.
• Managed, configured and deployed Dell desktops/laptops and server with Microsoft applications.
Provided technical desktop support using Remedy for over 400 troubleshooting calls monthly.
Diagnosed, installed, de-installed, reinstalled, relocated, maintained, repaired, and supported PC equipment.
Managed and created user accounts, profiles, password changes, lockouts and installed patches.
• Coordinated closely with associates to perform risk and vulnerability assessments, monitoring and maintaining the inventory of
computers, printers and other peripheral devices.
Logged and tracked customer requests and maintains history records and related problems using Remedy.
Maintained systems security as it related to Active directory, to include user, group and security management, internet servers, and
internal software systems.
Certificates
Network Security Issues/User Licensing
Microsoft Certified Desktop Support Technician
Certified DELL Technician
MS Window 2000-Security Design: Sec Solutions
Training
Web Page Management/Development
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Support technician
Network Architecture
System Security Engineering
Advanced UNIX
Training
ducation
Information Resource Management, Community College of the Air Force. AAS- 2000
Currently attending University of Phoenix pursuing a Bachelor of Science in Information Technology
United States Air Force- Master Sergeant, E-7 Dec 1982-Jan 2004
SECURITY CLEARANCES:
Secret, Single Scope Background Investigation (SSBI), dated Oct 2002; Active Secret dated Sep 2007.
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