Support Customer Service

Justin N. Byrd

**** ****** ******* **, ******* Salem NC, 27127

ac3vsq@r.postjobfree.com

CAREER OBJECTIVE

Seeking a position within an organization, where I can expand my problem solving, organizational, and technical skills while leveraging my successful experiences in solution delivery and enterprise level support.

SUMMARY OF QUALIFICATIONS

●Driven team member with strong troubleshooting skills who understands sense of urgency and can make critical decisions quickly.

●Ability to thrive in a very dynamic environment with changing priorities.

●Passionate about teamwork, communication, learning and teaching.

●Able to look deep into issues to discover root causes of the problem and then prevent further occurrences.

●Excellent organization skills

●Hungry for knowledge and always looking for ways to become more efficient at doing repetitive tasks.

●Ability to work and achieve goals under high stress and tight deadlines.

●Excellent work attendance record.

●High rate of knowledge retention.

●Proficient in MS office products including Visio, Onenote and Sharepoint.

●ITIL V3 Foundation certified

●Epic Ambulatory 2015 certified

●CompTIA Project+ certified

PROFESSIONAL EXPERIENCE

UNC Healthcare – High Point Regional Hospital

Applications Business Analyst - Senior - July 2017 - Current

●Provide support and ownership from a support and IT Project perspective for the Cardiology areas, Cath/EP labs, Pharmacy, Lab areas, Med staff, Human Resources, Emergency Department, Purchasing, Biomed, and Plant Operations

●Moderate and assist with SIT and FIT testing for new initiatives

●Work with business units, vendors, and internal buyer for quotes and POs.

●Initiates and establishes close relationships with my end users

●Perform deep dive analysis of issues to assist tech teams.

Novant Health

Cardiology Services Application Support - Senior - Jun 2015 – July 2017

●Responsible for building and implementing new cardiology IT solutions and updating obsolete ones such as GE DMS, Philips Xcelera, Axis Pats, Medstreaming Vascular, and Heartlab Impax.

●Documenting procedures and step by step processes of approved workflows and break-fix resolutions that were previously undocumented or unknown and dispersing them to the team.

●Worked with vendors to complete RFQs, RFPs, and SOWs.

●Ensured timely payment of vendor invoices.

●Continuing to build strong and meaningful relationships with our users and other ITS teams.

●Completing installation processes for core cardiology applications and working with tech teams to provide widespread support that was previously limited to our team.

●Performing health checks and ensuring backups are in place for the aging 126 + servers of cardiology.

●Mentored junior team members and contract help.

●Successfully resolving many incident tickets, service requests, change requests, and project completions despite overcoming multiple hurdles and time constraints.

Radiation Oncology Application Support - Senior- Jun 2014 – June 2015

●Created and maintaining accurate lists of client server inventory

●Successfully on boarded net new applications through the technical review and BIA processes

●Build and go live support for HMC Cancer center

●Created documentation for Core Oncology applications.

●Properly executed system upgrades and new solution implementations of Radcalc, QA3, Modius, Mapcheck, and SNC machine.

Epic/Dimensions Technical Supervisor - End User Technology: Feb 2013 – June 2014

●Worked closely with project managers, hospital administration/staff, and numerous vendors to achieve collaborated deployment goals.

●Oversaw a staff of 4 technicians, 2 desktop architects, and as many as 26 contract staff.

●Organized mass deployment of computer equipment and peripherals, biometrics, self-service kiosks, status boards, downtime contingency devices, cart and wall arm configuration.

●Gathered and reported thousands of entries for Epic EPR unique printer records.

●Created thousands of Epic LWS unique workstations records.

●Managed network shares for tech/analyst storage and archiving historical data.

●Oversaw planning, deployment, and support of Epic training rooms.

●Created and maintained Epic support documents and install procedures for support staff.

End User Technology Supervisor/Hardware: Mar 2011 – Feb 2013

Managed 22+ full time staff across 3 geographic regions and as many as 10 contract staff for projects.

●Directed a team that supported 11 acute care based medical centers 24/7 and all the onsite supported PCs, printers, scanners, and smartphones - totaling 25,000 networked computers and 28,000 users across Novant.

●Lead a team of technicians that support hardware break/fix, equipment procurement, and inventory tracking.

●Was placed in control of multiple projects in excess of 3.2 million capital dollars where over of 3,600 PCs and peripherals were deployed both under the six month deadline and under budget.

●Performed report creation and composition.

●Maintained redundant zone coverage for 24/7 techs and organizing a preventive maintenance program to be followed in downtime.

●Established and maintained a productive and trusted relationship with hospital administration and staff.

●Implemented a product and process for inventory tracking to ensure accounting of hardware across multiple regions increasing visibility, minimizing loss.

●Achieved an internal standard of an overall 97% customer service surveys rating while complying with an overall 95% service level agreement on Break/fix and work request tasks.

●Maintained productive relationships with other I.T. teams and worked with them to take ownership of many on site tasks to avoid customer downtimes.

●Worked closely with senior leadership to address urgent issues outside of our realm of support and then forming a support model around the issue to support future instances.

End User Technology Team lead/Hardware Team Lead: Oct 2007 – Mar 2011

●Managed 10 Full time staff and as many as 6 contract staff for projects.

●Operated and sustained a team that regionally supports 4 acute care based medical centers 24/7 and all the onsite supported PCs, printers, scanners, and smartphones.

●Oversaw a team of technicians that support hardware break/fix, equipment procurement, and inventory tracking

●Managed several high cost projects. PC/laptop refreshes, Rolling out 400 Wireless barcode scanners, 200 document imaging scanners, and 160 powered/non-powered mobile laptop carts.

●Report creation and composition.

●Maintained redundant zone coverage for 24/7 techs and organizing a preventive maintenance program to be followed in downtime.

End User Technology Associate Technician: March 2007 – Oct 2007

●Provided frontline and remote support for 3 Acute care facilities

●Established close relationships with department managers and staff

●Supported hardware for a variety of desktops, laptops, tablets, barcode scanners, document scanners, webcams, Network/local printers, monitors, powered\ non powered mobile computing carts, mice and keyboards.

●Supported software installation and configuration for over 600 applications, Win 2k, XP, Win07, and 2k, 03, 07 office suite

●Was effective in prioritizing break/fix calls in order of urgency to minimize downtime and breaches in patient care and quickly resolving issues within service level agreement.

●Assisted with projects and mass deployment in excess of 200 devices

EDUCATION

Western Governors University – Graduating in Jan 2018

Bachelor of Science Business - Information Technology Management

Forsyth Technical Community College: Graduated in 2003

Associate degree - Information Systems Associate degree - Network Administration

Diploma - Network Admin/Support - Cisco Diploma - Network Admin/Support - Microsoft

Certificate - MS office Certificate - Computer Programming

REFERENCES

Available on request

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