SUMMARY

With * years’ experience as a Desktop Support Technician and 10 years of related experience as a Service Center Analyst (Incident Manager). I’ve worked for Parkland Hospital and Corelogic Solutions. I’ve worked Incidents and Service Request tickets with end users, directors, CEOs, 3rd party vendors and other technical support groups. I have wworking knowledge of ITIL & HIPAA Service. I’m available for an interview with a 24 hour notice and able to begin a new position immediately following an extension of an offer.

CERTIFICATIONS

MyComputerCareer March 2012 – March 2013

CompTIA Network+

CompTIA A+

TECHNICAL SKILLS

Platforms: Windows 2000, Windows XP, Windows7, Windows Sever

Networking: LAN/WAN, VPN, Remote Desktop, RAS (remote access service), TCP/IP (DNS, SMTP, DHCP, DOS), Routers, Switches, Firewalls, Wireless, VMware, VDI, AS400, Unix/Linux

Applications: Symantec Endpoint Protection, Dell Bitlocker, Solarwinds, Citrix XenApp, Remedy, Infoman, Service Online, HEAT and ITSM online ticketing systems, CISCO Jabber, SharePoint, Mirage Imaging, LANDesk Management, Active Directory, Microsoft Office 2003 and 2010 (Outlook, Excel, Word and PowerPoint) and Internet Browser (Internet Explorer, Firefox, etc.)

Hardware: Dell and Lenovo desktops, Lenovo and Dell Wyse Tinys, HP Thin Clients, Dell and Lenovo laptops, Dell VDI Zero Clients, Fujitsu and Epson scanners, Cisco VoIP and Avaya Telephones, Lexmark, Ricoh, Canon and HP printers,

Hospital Hardware: Ergotron and Rubbermaid WOW (workstation on wheels), Epads (signature pads), BCMA scanners, Honeywell and Symbol scanners, Palm Vein scanners, Zebra and Zebra clam shell printers

Hospital Applications: EPIC, Cerner, Symphony, Medicopia, Tricerat and POU touch screen.

EXPERIENCES

Parkland Hospital July 2013 – Nov 2016

Desktop Support Tech and Project Ops Coordinator Tech

Troubleshoot desktop and laptop computers issues and document updates on ITSM and HEAT Incidents and Service Request through the online ticketing system with in SLA agreements.

Performed installation, configuration and testing of desktop and laptop computers and hardware accessories.

Installed external drives, Document scanners, Webcams, Epads (signature pads), programed BCMA scanners, programed Honeywell and Symbol scanners, Palm Vein scanners, calibrated Zebra and Zebra clam shell printers.

Deployed Desktops, Laptops, Avaya and VoIP Telephones and assist with Printer moves for new hires and current users.

Performed moves/adds/changes end users to a new location throughout the new and old Parkland hospital and remote clinics. When moving PC’s managed cable management.

Upgrade to Windows7 from WindowsXP for many clients and installed with new VMware Mirage Imaging.

Replaced old Local Ricoh, HP and Canon printers and upgraded with new Lexmark network printers and mapped computers.

Reserved IPs with the Device ID’s, serial numbers, Mac addresses and location in Solarwinds.

Working with Active Directory Local Users and Groups, Workstations (OU), Device Manager for driver updates and Domain

Working knowledge of ITIL Protocols and certified in HIPAA privacy and security laws and their impact on IT operations.

Projector and monitor setup in conference rooms.

Setup classrooms through switch, Ethernet cabling with printer and 20 workstation

Corelogic Solution, LLC, July 1988 – December 2011

Service Center Analyst (Incident Manager for the last 10 years)

Working knowledge of ITIL Service.

Managed Infoman, Remedy and Service Now Online ticketing systems within the SLA agreements.

Received tickets from the Service Desk Support Group for outages in all departments, (Microsoft office 2003, applications, mortgage billing cycles, network, telephone, printer, virtual server and 2008 R2 server) between Dallas, Texas, Irvine, California, India and Canada sites.

Managed and escalated calls between all Support Groups, supervisors, managers and VPs to get the problems resolve.

Recorded the minutes and escalated the calls every 15 minutes and updated Incident, Problem and Change tickets to ITIL protocols till there was a work around or the issued has been fixed.

Rebooted virtual server and 2008 R2 servers per mangers request in Dallas and Irvine NOC sites.

Monitored networks in Dallas and Irvine sites through Big 5 and HP Sitescope monitor.

Maintained Servers in the Dallas NOC.

Monitored and repaired mortgage billing cycle jobs in the Dallas site through Tivoli AS400.

Education:

WW Samuel High School, Dallas, Texas

High School Diploma

Language Skills

English - Excellent ( Read Write Speak )

Driver's License

Class C - Standard Driver's License

References

Tamika Taylor

Supervisor

Parkland Hospital

214-***-****

acy06m@r.postjobfree.com

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