Technical Support Customer Service

Irwin T. (Bud) Dissette

**** *. **** ***. ***********@*****.***

Elmwood Park, IL. 60707 Ph: 312-***-****

Summary

As a result driven technology professional, I have a comprehensive background in LAN troubleshooting, system administration, desktop support and management with extensive experience in a hospital or clinical environment. My supervisory and project management experience encompasses manpower and resource allocation, training, and technical support operations. I work well with management and staff personnel in the planning and execution of technical project activities.

Key Qualifications

• Skilled support professional with comprehensive experience in a wide range of fields

• Technical Project Management and Supervisor knowledge.

• Customer service driven by increasing one call solutions and avoiding repeat calls followed by consistent customer follow up.

• Proactive and innovative in problem resolution and troubleshooting.

• Reduced end user downtime through efficient deployment of personnel and assets by 28% to a 94% overall turn around resulting in cost savings in labor of approximately $180,000 annually.

• Contributes to positive team building by increasing productivity and effectiveness, and reducing turnover.

• Hospital support at various facilities and clinics Technical Skills Summary

• Server Systems: Windows 2003 / 2008, Novell

• Desktop Operating Systems- Windows 3.0 through Windows 7-64 bit, Windows NT

• Front Office Applications: Adobe Acrobat, Norton AntiVirus, McAfee, Symantec, Office 97 through 2010, McKesion Clinical, Horizon Meds Manager, Exit Writer, Softmed/HDM, Epic, Formfast, Citrix, Lifenet, Intaglio, Nemo Ticketing, Netprint, OBTV, Pacis, RxScan, Picis, Computer Associate’s Service Desk, Service Now, OpenEye, Hikvision, OmniTraker, SCCM. Extensive software asset management.

• Hardware: Dell, Compaq, Lenovo/IBM, HP server, workstation, and laptop systems with extensive hardware asset management follow up.

• Imaging/Printers: HP, Brother, Canon, Panasonic, Zebra, Lexmark, Ricoh

• Networking: TCP/IP, DHCP, DNS, WINS, VPN, Hubs, Cisco Routers, Cisco Switches, Cisco Wireless Connectivity Professional Experience

Desktop / Security Camera / Network Support Various Staffing Agencies (2013 - Present)

(Independent Contractor)

Responsibilities include:

• C-level service support, as well as, on-site client services of 10 – 2200 users

• Troubleshooting of computers (Windows 7, Windows XP, Windows 2000, NT 4.0).

• Printers, LAN network systems, Novell network administration (3.x and 4.x), NT network administration.

• Desktop and network support for staffing companies at customer site.

• Troubleshoot end user hardware, software, printing and network end user situations.

• Responsible for installing, programming, designing, repairing, overseeing documentation, and testing custom commercial security camera network systems.

• Hardware and software asset management and documentation.

• Updating and management of ticketing systems.

Systems Analyst Presbyterian Healthcare Services Albuquerque, NM (2011- 2013) Responsibilities include:

• End user support for the Patient Financial Services, Health Information Management, and Home Healthcare systems for all facilities, local and regional.

• Responsible for server support and printing processes.

• Account administration.

• Hospital support at various facilities and clinics.

• Hardware and software asset management and documentation.

• Updating and management of ticketing systems.

Technical Support Senior Lead Technician Kemtah/Presbyterian Healthcare Services Worked onsite at both Presbyterian Main, Kaseman, and Rust hospitals Albuquerque, NM (1998 - 2011) Responsibilities include:

• End user computing and customer support.

• Troubleshooting of computers (Windows 7, Windows XP, Windows 2000, NT 4.0).

• Printers, LAN network systems, Novell network administration (3.x and 4.x), NT network administration.

• Computer associates service desk.

• Computer business and clinical applications.

• Hardware support.

• Personnel training, and coordination of difficulties with help desk agents, support engineers, and analysts. Technical Support Albuquerque, NM (1993 – 1998)

(Independent Contractor)

Several contracting positions performing various forms of computer/network support. Responsibilities include:

• Several contracting positions performing various forms of computer/network support. Windows, DOS, Win95, Win98 and various platforms supported.

• Positions have been of both an in-house and field service type encompassing.

• Network installation, support, troubleshooting, complete computer buildup, installation, and problem diagnosis.

• All positions have been of a customer support nature and have required extensive interaction with clients.

• Customers have included Sandia National Laboratory (PBFA, Area 4), Intel, Lovelace Healthcare, and Presbyterian Healthcare.

Technical Support LAN Systems Diversified Support Services -Chicago, IL (1992 – 1993)

(Contracted to Advantis/Sears Technology)

Responsibilities include:

• Accountable for the systematic troubleshooting and support of more than 4,500 users at the Sears Merchant Group World Headquarters.

• Experience on resolving LAN system cabling failures, user errors, printer and print servers, bridge, fileserver, hardware, software, virus, backup malfunctions, and disaster recovery.

• Responsible for network administration, user, and support personnel training. Technical Support Installation Alcatel Network System - Burr Ridge, IL (1992)

(Independent Contractor)

Responsibilities include:

• Responsible for cabling and installation of OCR 24 rate 3x24 light guide transmission and receiving systems in support of Ameritech’s metropolitan network.

Technical Support LAN Systems Diversified Support Services - Chicago, IL (1990 - 1992)

(Contracted to Ameritech HQ)

Responsibilities include:

• Responsible for system administration and management at the Ameritech Headquarters Treasury and Purchasing departments.

• Served as on-site liaison and technician responsible for LAN operations. CompuKleen, Incorporated Overland Park Kansas - April (1989 – 1990) Regional Operations Manager

Responsibilities include:

• Responsible for managing field activities.

• Supporting maintenance of computer systems and peripheral devices.

• Served as liaison between the corporate office and clients in the planning, execution, and troubleshooting of accounts.

Military

Army National Guard, Staff Sergeant

United States Marine Corps, Staff Sergeant

Education

DeVry Institute of Technology Chicago, IL

Associate of Applied Science in Electronics (GPA 3.93) Training:

• Network Troubleshooting

• Cisco Networking Academy

• Windows XP Users and Troubleshooting

• Windows 2000 Professional and Server

• Windows NT 4.0 Core Technologies

References:

• Available upon request

Contact this candidate