Desktop Support Customer Service

JANET BROWN

Lynnwood, WA ***** Phone: 206-***-****

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

TECHNICAL SUPPORT SPECIALST – DESKTOP SUPPORT

Multicertified technology professional with experience managing enterprise implementations of healthcare information and EMR systems. 20 years of experience providing customer support in busy call center environments for Healthcare, Retail and Aerospace industry employers.

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Expertise Highlights

Professional Experience

BOEING, Everett, WA

Desktop Support Technician, 08/2017-Current

Advanced knowledge in installation, configuration, and maintenance, troubleshooting support of Dell desktop and laptop computer hardware.

Technical Knowledge of computer deployment and system imaging. Run software backup for end user.

Restore data using the user migration tool.

Provide excellent customer service to Senior Management, Engineers and all customers alike. MOLINA HEALTHCARE, Bothell, WA 12/2016-01/2017

Service Desk Analyst, M aintain and support systems, workstations, mobile devices, printers and peripherals. Systems and network analyst role to provide IT leadership for hospital’s technology infrastructure located in 70 facilities nationwide. Manage large-scale enterprise migration projects, systems conversions and performance tuning and monitoring of applications/systems. Help set long-range technical direction and capacity plans. K ey Results:

Troubleshooting Molina Web Portal

Documented workflows and executed comprehensive training plan to medical staff and external customers.

Ensure medical information and PHI are appropriately approved utilizing clinic information systems.

Gathered and assessed needs from internal business units; created custom solutions to resolve issues

(e.g., system slowdowns, virus outbreaks and process bottlenecks); and developed functional specifications for IT group.

Cut incident callback rate, used technical, analytical and communication skills to accurately identify user needs and provide effective solutions.

JANET BROWN Page 2

Professional Experience ( continued):

NORDSTROM, Seattle, WA 01/2015-09/2016

Service Desk Analyst

. Defined, Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service and request; and resolve trouble tickets. Ensure systems security for desktop, mobile and cloud environments K ey Results:

Closed 95% of trouble tickets on the first call without escalation

Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more. Education

Edmonds Community College, Lynnwood, WA

Desktop Support Certification (CIS)

Technology Summary

Certifications: Desktop Support Certification, Microsoft Certified Professional (MCP), MAC Training, Mobile Training, HIPPA Certification

Applications: Cerner, EPIC, IBM, Microsoft SQL Enterprise Manager, Microsoft Project, Microsoft Visual Microsoft Visio, Remedy, ISERVE, Microsoft Office

Languages: Java, SQL, PL/SQL, BASIC

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