Desktop Support Customer Service

Hello,

My name is Norman Erickson. After spending 12 years with John Muir Health in Walnut Creek, California as a Desktop Support Specialist, I am looking for new opportunities in IT.

I have over 20 years of experience in the IT Service Industry as a whole. Longevity in an ever evolving field serves to highlight one's abilities, skills, and knowledge. My time in Healthcare IT has honed my interpersonal as well as technical skills.

I was a team leader from 2003-2004 performing site PC asset discovery and replacement. I am also ready for deeper management responsibility to train and mentor a strong technical team.

I gained technical project management experience being the Desktop Services POC for the implementation of JMH’s first Cerner EMR system and Dragon Voice dictation project in its ambulatory environment. I was also part of the conversion to EPIC EMR in the same environment.

I have extensive experienced in providing onsite and remote Desktop Support for medical professionals, executives and staff in clinical and professional settings. Including:

Building, installing, and supporting desktop related equipment.

Provided technical training, documentation, and best practices.

Experienced troubleshooting device, network and application related issues.

Expert with technical on boarding, off boarding, and MAC with strict standards to ensure client operability.

I enjoy working in IT and would love to expand my knowledge as well as offer the experience I have. My immediate goal is to have my MCSA for Windows 10 in January and MCSE in Windows Mobility before the end of 2018. I love new technologies and see the development of Android and IOS as a real technological alternative that will be growing ever bigger.

If you have any questions or would like to discuss anything about my experience and goals, I look forward to hearing from you.

Thank you for your time,

Norm Erickson

Resume follows:

Norman Erickson

138 Fig Tree Ln. Apt. 6C

Martinez, Ca 94553

Cell:925-***-****

Email: ****.**********@*****.***

Over 2 Decades of IT experience with last 12 years in Health Care IT

Expert on common Business Technology. PCs, Laptops, scanners, cell phones, Tablet devices, printers, SSO, Zero client VDI devices, MAC

Proficient with Active Directory, Policy management, Web browser configuration

Desktop Technology Specialist, Project Management, Application Analyst, Workflow Analyst, Enterprise Security Experience,

Skilled with all versions of Windows, MS Office Suites, Outlook, Internet Explorer, MS System Center

Excellent written and verbal skills. Outstanding customer service and management skills. Personable, friendly, professional & understanding.

Experience with Dragon, EPIC, Citrix, Cerner, Kronos. Adobe, Google Chrome, Imprivata, CA, VMWare, Dameware

Work Experience:

John Muir Health, Walnut Creek, Ca 7/07- 6/17

ITS Desktop Support Specialist

My final role was Support Specialist for the JMH Ambulatory Practices Central region consisting of 17 Individual partner practices.2 Out Patient Rehab sites, 2 Urgent Care facilities, Women’s Health Center, and 3 business sites.

10yrs support of Business, Medical Professionals & staff in extremely high pressured environments.

Daily Tier 1 & 2 level support of all Desktop related technology at regional locations. Desktop/Laptop builds and configuration. Software installs. VDI maintenance. Created and maintained documentation for best practices and training materials. AD support.

Desktop Client side support of EPIC, Dragon, Office 2016/365

Tenure Highlight: Desktop POC for Cerner Millennium and Dragon Medical implementation projects.

MindTrust Inc., Concord, Ca 1/05 – 6/07

Desktop Support

Mindtrust was a technical staffing firm serving the John Muir Health System. I have been utilized at John Muir Hospital, Mt. Diablo Hospital, JMH Corporate offices and remote sites.

Contracted to perform daily Tier 1 & 2 level support of all Desktop related technology specialized desktop support duties; PC builds, application installation and support. Monitor and update tickets and work orders.

Tenure Highlight: Selected as primary contractor for Cerner Millennium implementation project. Later hired full time as Desktop POC for project.

Bluecurrent LLC., Union City, CA 5/03 – 12/04

Deployment / Warehouse Management.

Bluecurrent was a PC Tech refresh firm contracted to perform IT asset discovery and replacement for Kaiser Permanente and JP Morgan Chase for California locations across the state.

As Lead I organized site discoveries. Created schedule groups for deployments, assigned staff. I also assisted in prepping devices for delivery, as well as often driving the equipment in delivery truck to each location.

Also assisted local techs in performing on-site system troubleshooting and final application installs.

Tenure Highlight: First team management position. 3 warehouse staff, 7 regular techs, and up to 20 contractors depending on facility.

Fireman’s Fund Insurance (now Allianz Global), Novato, CA 5/99 – 8/02

System Administrator

Performed System Administrator function in the Enterprise Technology Services Team:

Responsible for 1st & 2nd tier support for 11 groups within the IT Corporate Finance Division consisting of 300+ Corp office clients and executives, 20+ remote users located at the Denver, CO office in a primarily Windows NT environment.

Duties included technology research & procurement. Work queue management using Peregrine tracking software. Administrator duties included creating and maintaining user accounts, shares, and drive mappings on NT and OS2 servers.

Documented various desktop operating tips and guidelines for electronic distribution to users within my support groups.

Built and supported all group IBM laptops, desktops, and related peripherals running mostly Windows NT 4.0. Lotus Notes email client, MS Office suites, Internet Explorer.

Tenure Highlight: Organized & implemented first full scale laptop deployment for Corporate Finance

1994 – 1999: Various contract positions. Details available on request

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