Desktop Support/Helpdesk Support

Jeneen L. Massey

**** N. Central Park *Chicago, IL 60624 *312-***-**** *Email:

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

Summary of Qualification: Re-imaging, Upgrading and deployment of PC's and

thin clients. Windows XP, Windows 7, Microsoft Office Suites, Novell

GroupWise, OWA and Outlook, hands on with networking TCP/IP. Hardware:

installation of printers, desktops / laptops, cameras, scanners, mobile

devices (veriFone, Ipads zebra printers MZ320 & iMZ320), internet

connectivity (Cisco routers), Knowledge of Active Directory, Dameware, VPN,

Heat and Kbox ticketing system along with Symantec Ghost and Acronis

imaging software.

Work Experience

Desktop Support Technician

Encore Consulting Services Inc. - Eddie Bauer Information Technology

December 2014 to January 2015

Demonstrated ability to effectively provide ongoing support for

technical projects.

Demonstrated ability to troubleshoot enhance and test data related to

patches.

Diagnosed and troubleshoot hardware, software and system failure using

established procedures and troubleshooting equipment.

Assisted with mobile devices (Ipad, Verifone, Zebra printers MZ320 and

iMZ320).

Configured, installed and updated firmware fore mobile devices..

Desktop Support Analyst

Strategic Staffing Solutions - Loyola University Health Systems

April 2014 to June 2014

Re-imaged and Upgraded PC's from Windows XP to Windows 7.

Installed printers, scanners and cameras.

Created email accounts; added users/clients PC's to the local domain.

Supported migration from GroupWise to Outlook 2010.

Informed users of technical problems and status updates when resolved.

Desktop Support Technician / Consultant

MTM Technologies-Bridgeview Bank

December 2014 to March 2014

Upgraded FIS terminal (Zotac and Craden Machines).

Installed, configured and removed thin client components.

Desktop Support Technician / Consultant

MTM Technologies-Northwest Community Hospital

September 2013 to December 2014

Deployed thin client components.

Configured, installed and test PC's.

Assisted with creating new user accounts in Active Directory.

Answered and prioritized incoming calls.

Directed tickets to appropriate next level support, issues that

couldn't be resolved.

Helped users experiencing problems with hardware/software, networking

and other related computer issues.

Assisted end-users daily on average handled 50% phone calls and 50%

emails.

Customer Service Coordinator Northwestern Memorial Hospital-

Prentice Ambulatory Care Clinic (Obstetrics and Gynecology)

January 1999 to December 2011

Greeted patients and scheduled appointments through (EPIC and Cadence

software).

Managed, completed and processed medical claims.

ICD-9 and CPT coding for PAC department.

Answered phones ad routed call to appropriate party.

Unit Secretary

Northwestern Memorial Hospital-Labor and Delivery

December 1997 to January 1999

Admitted, transferred and discharged patients.

Organized, scanned and maintained documents for unit.

Transcribed Doctors orders for patients.

Distributed documents, verified demographics and insurance

information.

Analyzed charges and maintained billing records.

Completed and maintained office filing system.

Generate requisitions of scheduled patients.

Education

Bachelor of Science, Computer Information Systems 2013

Walden University-Minneapolis, MN

Associate in Arts

2005

Malcolm X College-Chicago, IL

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