Customer Service Technician
Resume:
DIANA LYNN SELKOW
Crown Point, IN 46307
PROFESSIONAL SUMMARY
diana ******@*********.***
Customer Service/Pf Technician with extensive Systems, PCs, and Customer focused experience in
health
care and retail settings. Excellent analytical skills and particular expertise in isolating and resolving
hardware, software and end user operat ional issues. A quick learner, excellent problem solver and self
motivated to continually seek ways to enhance system support and professional expertise.
CERTIFICATIONS / TECHNICAL SKILLS
A+ Certification
System Installations/ Relocations
Optimizing System Performance
PC Hardware Troubleshooting and Repair
System Maintenance
PROFESSIONAL EXPERIENCE
FRANCISCAN ALLIANCE INFOR MATION SERVICES, Indianapolis, IN
A 13 hospital, not-far-profit Health Care Organization located in Indiana and Illinois.
1972 - 2013
Customer Service Analyst/Pt. Technician, 1998 - 2013
Responsible for providing PC, infrast ructure, and desk side technical support to several hundred end
users distributed across multiple geographic locations. Transferred to IS Service Technician traveling
team January 2013.
•Installed software/hardware, modified/repaired hardware, including memory/hard drive upgrades,
and resolved technical issues .
•Provided base level IT suppo rt to non-technical end users within the business.
•Managed call flow and responded to technical support needs of customers.
•Troubleshot hardware, software, and network issues, triaged through the help desk.
•Utilized various diagnost ic tools to identify and resolve technical issues.
•Resolved issues with malfunctioning hardware/software/networ k products utilizing vendor
prescribed troubleshoo ting processes and procedures.
•Relocated pc's, printers and other equipment as required and restored to stable operating mode.
•Lead technician on output management project identifying printers and faxes throughout the
hospital, tagging them and keeping an inventory spreadsheet of the changes.
•Maintained continual communications with customers throughout problem determination and
resolution process to build and mainta in optimal customer satisfaction.
•Remained up-to-date on the latest technologies and solutions applicable to company products.
Computer Operator/Data Entry, 1973 - 1998
Responsible for Shift ope rations/product ion on mainframe systems. Performed nightly backups .
Worked with technical analysts, vendors and users to insure applications performed at optimum levels
and production schedules met. Assisted in system migrations and upgrades. Additional duties
included:
•Wrote and modified programs on the IBM System 38 and the AS400 as needed
•Ensured critical reports printed and distributed for management.
•Entered payroll deductions into PeopleSoft software; updated user logs in Expert Advisor.
•Troubleshot and reset/resolved performance issues as necessary.
•Held Key Punch and computer operation duties; promoted to Computer Operator in 1974.
PREVIOUS / ADDITIONAL EXPERIENCE
Prior to 1973, experience included: Unit/Ward Clerk, Our Lady of Mercy Hospital CSt . Margaret
Mercy
Dyer), and Sales Associate/Cashier: J.e. Penney, Montgomery Ward, National Tea Grocery.
EDUCATION / CERTIFICATION
A+ Certification, Current Technologies, Merrillville, IN, 2007 and 2009
PC Hardware Troubleshooting and Repair, Ivy Tech Community College, Gary IN, 2001
Computer Operations and RPG Programming II/III, Institute of Data Processing, Schererville, IN,
1990 Undergraduate Studies, Indiana University Northwest, Gary, IN, 1976 Certificate,
Keypunch Operations, Portland Community College, Portland, OR, 1971
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