Technical Support Manager

Remie J. Smith

** ** ****** **, *****, NY *****

914-***-**** abxuoc@r.postjobfree.com

EDUCATION

SUNY New Paltz New Paltz, NY

Bachelor of Science in Business Management Graduated May 2011

• Major GPA: 3.2

• Overall GPA: 3.0

INTERPERSONAL SKILLS

• Excellent verbal and written communication skills.

• Strong problem solving and analytical skills with the ability to perform independently or as part of a

group.

• Professional attitude at all times and experience working in high stress environments.

• Experience providing support in a call center environment, a walk in help desk environment and via

email.

COMPUTER SKILLS

• Proficient with Windows 7, Vista and XP and Windows Server 2003+ (including Active Directory)

• Experience with graphical and command line Linux distributions and OS X.

• Experience providing assistance via various remote desktop technologies such as Windows Remote

Desktop, TeamViewer, Screencast, LogMeIn, GoToAssist and more.

• Proficient in various software packages and able to learn new software, hardware and procedures

quickly with minimal instruction.

• Experience with Android, iOS and Blackberry operating systems.

• Experience building computers from components and troubleshooting hardware issues.

WORK EXPERIENCE

Smooth Practice Solutions Islip, NY

Network Administrator and Technical Services Manager June 2012 - Present

• Managed IT help desk, including 3 technicians, software, procedures, documentation and

equipment.

• Received and resolved support requests by phone and email. Documented the issues with

Zoho and Spiceworks and issued ticket numbers to clients.

• Trained clinical and office staff on EHR usage and best practices and HIPAA/HITECH

regulations and compliance.

• Created and managed company’s virtual servers with XenServer.

• Installed and configured operating systems, IMS EHR and other applications and provided

remote support via Teamviewer 7, LogMeIn and other applications when necessary.

• Managed sales and marketing of EHR and technical services, including designing and

producing graphs, charts, logos, flyers and brochures with Adobe and Microsoft suites.

• Researched and recommended software and hardware solutions to various workflow problems

at the company and for its clients

• Created and maintained documentation company wide, both technical and nontechnical.

• Maintained color and non-color laser printers.

Health Quest Poughkeepsie, NY

IT Physician Support August 2011 – December 2011

• Provided on the floor instruction and technical support for physicians and nurses during

implementation of Cerner PowerChart EMR system in multiple hospitals.

• Trained users and simplified complex technical terms for non-technical users.

• Created and monitored support tickets and provided status updates to appropriate parties.

SUNY New Paltz IT Help Desk New Paltz, NY

IT Help Desk Technician February 2009 – May 2011

• Resolved a wide array of computer issues on the phone,

by email and in person.

• Troubleshot and repaired hardware problems in laptops

and desktops.

• Removed malware with tools such as Malwarebytes, HijackThis, various antivirus suites and Linux

based Live CDs.

• Resolved network and internet connectivity issues related to TCP/IP configurations, firewall and

malware problems.

• Installed, configured and troubleshot software and

drivers on laptops and desktops.

• Used ticket tracking system to create, monitor and follow up on support tickets and coordinate

resolution between multiple support team members on multiple support levels.

• Created new documentation for technician use and updated and improved existing documentation

and tools.

• Tested and repaired Ethernet cables.

• Configured and used VMware virtual machines for

various tasks.

Hospital for Special Surgery New York, NY

Data Entry/Quality Assurance May 2009 – August 2009

• Verification of a clinical data import into a hospital system data registry to insure all data was

properly recorded.

Premium Lag Mahopac, NY

Proprietor July 2009 – Present

• Managed all customer service, product and web design, brand management, marketing and sales.

• Wrote troubleshooting material and provide customer service via email.

• Used analytics tools to improve efficiency and customer experience.

• Worked extensively with Ethernet cables, switches, routers and continuity testers.

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