Zane D. Grabowski
Macomb, MI 48042
ac22ye@r.postjobfree.com
Qualifications Profile
Technical Business Support: Experienced in troubleshooting diverse technologies. Top-notch customer service, communication, and issue to resolution skills, with a focus on ensuring user availability. Able to convey complex technologies to a variety of user skill levels. Knowledgeable of compliance requirements such as HIPAA, GLBA, SOX, and PCI.
Key Strengths: Highly capable and accustomed to multitasking and managing a variety of duties and responsibilities. Talent for quickly learning new information, procedures, and technologies. Service-oriented and flexible, as well as exceptionally organized and proactive.
Technical Proficiency:
Systems:
Microsoft AD, Windows OS, MS Server, Linux, Citrix, Novell, Windows File Storage
Networking:
WAN/LAN, TCP/IP, Active Directory, VPN (Cisco and Junos Pulse/Pulse Secure), Router, Switch, Firewall, RSA Token
Tools:
Microsoft Office Suite, Outlook, Remote Assistance Software, Remedy, HP ServiceManager / ServiceCenter and ServiceNow ticketing systems, Internet Explorer, Google Chrome and Mozilla Firefox, Bitlocker, Webex, Expense Online
Help Desk / Application Support Experience
CDI Corporation - IBM/ American Axle- Southfield, Michigan
Help Desk Technician, (Contractor) (9/2017 to Present)
Work in team environment to complete Outlook 365 migration
Address trouble tickets in a timely manner
Create and implement knowledge base system
Teksystems /Beaumont Hospital- Royal Oak, Michigan
IT Technician, (Contractor) (8/2017 to 8/2017)
Short term project upgrading Kronos time clocks throughout the Beaumont Hospital healthcare system
Work in team environment to complete migration and testing of clocks according to schedule
Assure correct functionality of migrated time clocks on hospital network
Modis / Volkswagen of America - Auburn Hills, Michigan
Application Support Analyst, (Contractor) (1/2017 to 5/2017)
Analyze application data to asses performance and uncover problems
Work in team environment to complete testing of application according to schedule
Contributed new articles and revisions to Information Knowledgebase to better coordinate resolutions
Complete root cause analysis of application defects
Monitor data processing quality assurance and development activities
Adecco Group/ Hewlett Packard Enterprise - Proctor & Gamble Account, Pontiac, Michigan
Level 1 Technical Support Representative, (Contractor) (1/2014 to 8/2016)
Documented in detail each issue experienced by users and the troubleshooting steps performed to resolve the issue
Identified issues outside the scope of the level 1 call center and escalated case or redirected the user as needed
Followed up open cases to ensure quick resolution of issues
Contributed new articles and revisions to Information Knowledgebase
Consistently achieved highest scores possible on customer satisfaction surveys
Attained a consistent FCR of 85-90 percent
Mentored new agents
Caretech Solutions, Troy, Michigan
Client Service Analyst, (10/2012 to 10/2013)
Delivered level 1 support to users for 7 major hospital / medical centers
Handled 35-40 Level 1 client service calls per day with a focus on HIPPA Guidelines and meeting client Service Level Agreements
Documented in detail each issue experienced by users and the troubleshooting steps performed to resolve the issue
Triaged/escalated emergent issues to site support
Consistently achieved highest scores possible on customer satisfaction surveys
Attained a FCR of 70 percent
Mentored new agents
Educational Background
Bachelor of Arts in Political Science / Public Administration, 1997 • Ohio University, Athens, Ohio
Associate Applied Science Cisco Networking Professional, Graduated Cum Laude, 2010 • Macomb Community College, Warren, Michigan
Internship
Aardvark PC Repair, Shelby Township, Michigan
Apprentice PC Repair Technician (College Intern) (2009-2010)
Laptop and desktop repair and maintenance
Home and commercial network repair and maintenance
Hardware and software upgrades and installs
Virus spy, adware and scareware removal
Backup and restore procedures
General customer service responsibilities
Health Information Technology Certification, 2011 • Macomb Community College/Health Information Technology Consortium, Warren, Michigan
Attained both EMR Software Support Specialist Certification and EMR Implementations Specialist Certification