Rahman Q. Sharif

** ***** *****, ******, ** *****: 908-***-**** E-Mail: aceslz@r.postjobfree.com

SKILLS

. Windows Operating Systems

. MS Office Suite

. Outlook

. Internet Explorer

. Intel/Microsoft Active Directory

. Citrix

. Sybase

PROFESSIONAL EXPERIENCE

Patient Care, Inc. - West Orange, NJ

Sept. 1992 - Jan 2014

Help Desk Level 1-2/Customer Service/Call Center

. Provide support services to Patient Care Computer User Community in a

Help Desk Environment

. Ensure 100% response rate within required times frames

. Answers 50-75 calls per day from end users regarding system related

issues

. Provide computer software and hardware assistance to end-users

. Troubleshoot users' problems, and escalate to Level II as needed

. Document all issues that are escalated in the Help Desk Ticket System

. Reset Passwords in various applications

. Ensure that Patient Information Systems Group Code of Excellence is

followed

. Troubleshoot for medical records, therapy department, and billing

departments in regard to the correct and timely articulations of Oasis

Documentation, which include MO825, MO175, and MO230-245, which covers

diagnoses codes

. Serves as Oasis/Haven Helpdesk Specialist for West Orange Office as

well as other Patient Care Sites throughout the country including New

York, Ohio, Chicago, PA, and Florida

. Assist Company Computer Users with troubleshooting through Dameware

and other Shadowing Software Applications; VNC.

. Knowledge of re-imaging Dell Computer Hard drives, and troubleshoot

via Dell Tech. Support

. Promptly and accurately channels all calls to appropriate party on a

daily bases. Records and delivers messages as needed

. Troubleshoot Microsoft Outlook and other Microsoft Applications

. Versed in IP addresses as it relates to computers, printers, etc.

. Versed in Intel/Microsoft Active Directory

. Versed in Cisco Unity as it relates to VOIP, voicemail and account

manipulation

. Versed in Reflections Application and Circe as it relates to Inventory

. Versed in Network Share Drives and the ability to map to them

. 75% first call resolution when within helpdesk parameters

. 25-50 calls covered daily by individual helpdesk analyst

. Windows Vista and Office 2007 experience by way of Almost

Family/Caretenders remote desktop environment through terminal

servers.

. Versed in Medical Software Applications such as DDE/Ivans for Medicare

Eligibility, Office-wyse and Palm-wyse for collection data;

demographics and billing, Class/GUI, and Citrix.

EDUCATION

Jersey City State College - Jersey City, NJ

1991

B.A. - Commercial Design and Advertising

GPA: 3.7

References per request.

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