Engineer Desktop Support

Megan R. Privett

***** ******* ** *** *** Fountain Valley, CA 92708 480-***-**** ********@*****.***

CAREER SUMMARY

Desktop Support Analyst with over 6 years of experience focused on results. Determined self-

starter with exceptional troubleshooting skills and a desire to understand the “big picture.”

Driven to find ways to make work processes more effective and work flows more efficient, while

creating a strong and innovative work culture.

TECHNICAL PROFICIENCIES

ITIL Foundations Certification v3

Hardware: HP and Dell desktop and laptop computers, blackberries, iPhones, tablets,

Fujitsu desk scanners, HP and Xerox MFPs, and Honeywell barcode

scanners.

Software: Windows XP/7/8.1, Microsoft Office (Word, Excel, Outlook,

PowerPoint), SharePoint, Lotus Notes, HTML, LANDesk, Remedy, Heat,

Service Now, Symantec Ghost, GoToMyPC, Team Viewer, VMware,

Symantec Antivirus, Trend Micro, Good for Enterprise, Windows Live

Movie Maker, iMovie, and Adobe Photoshop.

Programming: HTML and Visual Basic.

WORK EXPERIENCE

Scottsdale Healthcare – Scottsdale, Arizona 10/2011 – Present

Desktop Analyst

Worked as a contractor for 6 months before being hired permanently and promoted from

Hardware Support Technician to Desktop Analyst. Served as lead technician at Shea hospital,

assisting over 2,000 users in analyzing technology needs and providing end user support.

• Reduced problem resolution response time by 50% by creating and maintaining

knowledge base of resolutions for common system issues

• Set up twenty laptops for off-site use and trained users how to connect via Citrix

• Assisted Windows 7 project team in upgrade by installing new software via System

Center Configuration Manager and providing day one support to users

• Led 3 month long project to move 50 users to include upgrading hardware, reassigning IP

addresses, moving users and PCs to appropriate groups in Active Directory, and assuring

network connectivity was working

Florida State College at Jacksonville – Jacksonville, FL 11/2010 –

09/2011

Microcomputer Support Technician II

Provided technical support for faculty, staff and students on PCs, MACs and notebooks for

temporary military project.

• Ensured the security and quality of software and hardware, through regular installation of

software product updates and patches

• Met and exceeded critical deadline to create ghost image and develop layout of content

for Blackboard courses on 50 notebooks for remote users

• Assisted another department project by terminating, installing, and testing Cat 5 cable,

while keeping work areas orderly with proper cable management

First Coast Service Options – Jacksonville, FL 06/2010 – 11/2010

EDI Analyst

Provided level II customer support regarding validation of file submissions for Medicare

Electronic Data Interchange.

• Quickly learned to perform change management by reviewing Centers for Medicare &

Medicaid Services guidelines and/or standard system change requests, developing test

scripts, executing files, and conducting post implementation testing without any previous

EDI experience

• Functioned as the ANSI X12 276/277 inbound/outbound claim status/response project

lead and assisted with 835 and 837 transactions

• Elected by team to serve as subject matter expert in the roll-out of a new product

Medical Management Resources of Team Health – Jacksonville, FL 10/2002 – 03/2010

Desktop Support Technician II

Worked as Data Management Specialist and Data Management Supervisor in production

environment prior to assuming role in Information Services. Provided a wide variety of support

services for 90 end users and 20 clients.

• Created tracking system for all inventory via Asset Management

• Developed custom Crystal Reports to assist management and to address client needs

• Performed system back-ups, obtained parts and supplies, and performed equipment

repairs and disposable parts replacements

• Efficiently moved 90 employees in two weeks with no interruption to production

EDUCATION

Currently attending Northern Arizona University in Flagstaff, Arizona for

B.S. in Computer Information Technology

Graduated from Florida State College at Jacksonville in Jacksonville, Florida with an

A.A. in Communication

Completed 40 credit hours at Mesa Community College in Mesa, Arizona in Networking

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