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Active Directory Technical Support

Boca Raton, FL
March 31, 2018

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Patricia L. Nyce Ft. Lauderdale, FL 610-***-****


Certified IT Professional with multiple years of experience in technical support, servers and data across multiple platforms along with effectively installing, configuring and optimizing the IT infrastructure.

Experience includes system administration, applications analyst, networks, computer systems analyst, desktop support and helpdesk analyst.


Active Directory and Exchange account administration, managing new account creation, account updates and Group Policy.

Strong experience in installing, configuring, and supporting Windows Operating Systems on desktops and laptops throughout IT Enterprise environment.

Extensive experience in troubleshooting, diagnosing and resolving problems related to operating systems, hardware and software in-person as well as via remote assistance.

Developed procedures for a new Helpdesk environment, utilizing the corporate ticketing system to track and manage all IT work at the local hospital level.

Implemented offsite daily and monthly backup and storage system of patient database, according to

corporate standard procedures.

Technical Skills:

Systems: Microsoft Windows 2000/NT/XP/Windows 7, 8, 10 and Windows Server 2003, 2008, 2012R, and Server 2016, AS 400, Apple iOS, MAC and Android

Hardware: Servers, Hubs, Switches, Routers, Desktops, Laptops, Tablets, Smart Phones

Software: MS Outlook 2000 - 2016, Outlook 365, MS Office 2000 – 2016, Office 365, MS Access, MS FrontPage, Visio, Adobe, Meditech, Soarian, PULSE.

Help Desk Ticketing Software: HEAT, CA Service Desk, Service Now, CBS

Languages: Visual Basic, C, and HTML

Networking: TCP/IP, LAN/WAN, WLAN, Ethernet, VOIP

Professional Experience:

PlumChoice, Inc, Lowell, MA October 2016 – February 2018 Remote Technical Support Analyst – Specialized Tier 3 technician - supporting Verizon FIOS and DSL customers. Troubleshooting PC hardware, software, network router, and WI-FI issues, on Macintosh and Windows operating systems. Diagnosed all PC issues, clearing malware and viruses. Supported all software and email client applications: Outlook 365 and third party clients, Office 365, Skype, etc., on Windows 10, 8.1, 7, Vista, XP and Mac OS X 10.0 -.13, Android, iOS. Worked from a home office in Ft. Lauderdale, Florida.

Consultant- Professional IT Services, Ft Lauderdale, FL April 2015 – October 2016 IT Technical Support - Supporting private clients and doctor’s offices in the Key West, FL and the Ft. Lauderdale, FL areas. Troubleshooting network routers, Wi-Fi, PCs and tablets, hardware and software issues, supporting phones and email. Re-imaging PCs, updates, patches, clearing malware and viruses.

Lower Keys Medical Center, Key West, FL April 2015 – September 2015 System Administrator/ System Analyst - Managed Active Directory and Exchange security, preformed system backup and recovery, maintaining data files and monitoring system configuration to insure data integrity. Installed new software and system upgrades, evaluating and installing patches, imaging PCs and installing software. Resolved related software problems, installing hardware, troubleshooting all system, software and network issues. Preformed all IT functions. Supported 350 to 450 users and devices.

Spearheaded successful hospital-wide Windows 7 migration imaged and deployed new Windows 7 computers in the hospital Laboratory, migrating individual profiles, documents and settings, and reinstalling department/ user specific software, databases, in preparation for a vendor system upgrade.

Developed procedures for a new Helpdesk environment, utilizing the corporate ticketing system to track and manage all work at the local hospital level.

Managed Active Directory, creating and terminating all employee network and system access according to company and government security standards.

Implemented offsite daily and monthly backup and storage system of patient database, according to corporate standard procedures.

Trinity Health, formerly Catholic Health East, Newtown Square, PA October 2007 – April 2015

Help Desk Analyst - Tier 1,2 and 3 Enterprise Help Desk support for a large health care system network, supporting over 70,000 users, including 34 acute care hospitals, four long-term acute care hospitals, 25 freestanding and hospital-based long-term care facilities, 14 assisted-living facilities, and 32 home health/hospice agencies from Maine to Florida.

Structured troubleshooting expertise resulted in the consistent highest percentage of problems resolved during initial call – first call close and the highest percentage of calls closed on the second assignment when tickets are escalated.

Technical support of hardware, software, operating systems, peripherals and network issues; utilizing Remote PC Control software, PC Anywhere, SMS, Junos Meeting and MMC Remote desktop support

Supporting Active Directory, MS Office, Email such as MS Outlook, Problem Management software, Windows Operating Systems

Supporting VPN, Remote Connectivity; Citrix, Juniper, and Mobile; Blackberry, Smartphone and iPhone

Supporting application and end user issues experienced by CHE RHC clinical and administrative personnel including Meditech, Soarian, NextGen, Horizon Home Health, Invision, and other healthcare applications

Escalating more complex problems to second level local hospital, enterprise or vendor support.

Training help desk personnel and writing help desk troubleshooting documentation.

Education and Certifications:

Bachelor’s Degree - Neumann University, Aston, PA

CompTIA A+ IT Technician (Certified)

CompTIA Network+ (Certified)

Microsoft: Windows Server 2012 R2, Windows Server 2016 - PC Professor Technical Institute - Boca Raton, FL

Microsoft: MCP, Windows Server 2003 – New Horizons Computer Learning Center, King of Prussia, PA

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