Customer Service Desktop Support

Objective

Seeking a challenging technical position in a fast growing organization where my skills can be honed and experience can be best utilized towards technological enhancement of the company.

PROFILE

●Work experience of over 15 years in IT and Customer Service, having core competencies in project implementation, tracking, service delivery and support for continuous improvement in client relations.

●Excellent customer service, oriented towards supporting users in various system processes and techniques.

●Experience working in ever-changing and dynamic environment.

●Able to deliver projects, troubleshoot issues in a timely manner.

●Strong analytical skills and problem-solving ability.

●Outstanding inter-personal, communication and presentation skills.

EDUCATIONAL QUALIFICATIONS

Associates of Science, Network Information Systems April 2008 – September 2010

Lincoln College of Technology, West Palm Beach, FL

Associate of Science, Information Systems Technology September 2006 – December 2007

Union County College, Cranford, NJ

TECHNICAL SKILLS AND APPLICATIONS

Operating Systems

Macintosh, Windows

EHR/ EMR, Clinical & Business Applications

McKesson Horizon Clinicals, Ambulatory Care Application (Athena), Registration (Star), Scheduling (PHS, HSM), Radiology (MagicWeb, Syngo Imaging), Laboratory (Softco), Lawson, Kronos, PageGate, HealthStream, MaaS360

Support Applications

Group Policy, SCCM, VMware, Citrix Remote Desktop, Microsoft Suite, Office 365, PeopleSoft, Imprivata, Windows Server 2012

Hardware and Hand-held devices

Desktops, WOWs, Laptops & Tablets, Tangents, Bar-code scanners, Imprivata Badge-readers, Konica/ HP Printers & Scanners, Dymo Label printers, Accudose cabinets, OBTraceVue Monitors, Prescription Printers, Wireless med scanners, Kodiak Systems

PROFESSIONAL EXPERIENCE

Service Desk Analyst August 2015 - Present

Saint Peters University Hospital, New Brunswick, NJ

Key responsibilities:

●Evaluating and prioritizing incoming telephone, voice mail, e-mail, and in-person requests from users experiencing problems with hardware, software, networking, VOIP phone systems, mobile devices, remote desktop configurations, and other computer-related issues.

●Serving as Desktop Support Technician during off-hours, and resolving any issues with local / network printers, hand-held devices, scanners & projectors, desktops/ WOWs, etc.

●Resolving basic hardware and software related problems on both Windows and Mac platforms.

●Create, maintain, and configure Virtual machines utilizing windows servers and domain controllers for work environments.

●Configure, edit, delete, and update Group policy for all hospital user and locations as well setting up users, granting permission, creating shares, and organizational units.

●Logging detailed activities, tracking calls/requests utilizing an incident management database, and maintaining historical records related to problem documentation and resolution.

●Configuring and deploying PCs in an enterprise environment.

●Create GPO’s and Logon scripts for specific users OUs that are enabled/disabled/temporary.

●Diagnosing complex problems, giving advanced problem resolution and perform end-user support follow up.

●Interfacing and working with other support groups and outside vendors in order to resolve software and hardware issues any end-user faces.

●Training, mentoring and providing support to less experienced staff on board.

●Keeping peers/manager informed of trends, significant problems and delays informed by customers or scheduled down time, and updating customers on status of reported problems or projects.

●Assisting in project support for new application releases and implementations, upgrades and installations.

●Demonstrating respect and regard for the dignity of all patients, families, visitors and fellow employees to ensure a professional, responsible and courteous environment.

●Always committing to recognize and respect cultural diversity for all customers (internal and external).

Service Desk Analyst May 2015- July 2015

Musculoskeletal Transplant Foundation, Edison, NJ

Key responsibilities:

●Provided guidance and first level support to users in regards to various clinical and registration systems.

●Acted as the key contact for onsite and remote users for terminal and production problems and inquiries.

●Provided onsite/ on the floor hardware and technical support and problem resolution as required and during off hours.

●Used network monitoring tools and established procedures, to continually monitor designed network and system monitoring devices, reporting any problems to the responsible groups.

●Worked with groups external to the Help desk to ensure a timely and effective hand-off of triaged calls.

●Performed other duties and traveled to other sites as assigned by the Help Desk Supervisor.

●Effectively communicated with internal and external customers with respect of differences in cultures, values, beliefs and ages, utilizing interpreters when needed.

Desktop Support Technician November 2013 – April 2015

Liquiflo Equipment Co. Inc., Garwood, NJ

●Received telephone calls from users having problems using computer software and hardware or inquiring how to use specific software, electronic mail, and operating systems.

●Responsible for user security and access issues.

●Followed established guidelines for escalating or referring issues to other analysts, resolver groups and / or management.

●Install and configure server blades, re-wire patch panels, wire cables throughout workplace that tie into server rooms at various locations.

●Manage multiple Virtual machines in various locations making daily changes with different information pertaining to users, software, and storage.

●Diagnosed and resolved technical hardware and software issues involving internet connectivity, email clients, thin clients, Avaya IP service and internal computer applications.

●Set-up equipment for employees with proper installation of cable, operating systems, and appropriate software.

●Resolved network and technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and server systems.

Desktop Support Technician August 2013 – November 2013

Bayer Pharmaceuticals, Whippany, NJ

●Assisted staff with the installation, configuration and ongoing usability of desktop computers, peripheral equipment and software.

●Ensured desktop computers interactions with associated validation systems, file servers, email servers, computer conferencing systems, application servers and administrative systems.

●Followed-up on tickets submitted from end-users with issues ranging from monitor changes to software and hardware problems.

●Configured and troubleshoot mobile and handheld devices, for email and application servers, for iPad, iPhones and Blackberry devices.

Support Technician October 2011 – August 2013

Fuji Films Inc., Fords, NJ

●Reviewed, diagnosed, and resolved tickets in the system that range from password resets, new email accounts, account lockouts, network connections, Intranet navigation, and mobile device troubleshoot.

●Addressed, resolved and logged all incidents and requests.

●Troubleshoot specific client’s printers, scanners, kiosks, and computer systems that support photo lab equipment in stores such as Wal-Mart, Walgreens, Costco and Sam’s Club.

●Dispatched and coordinated field technicians for on-site service of photo lab equipment.

●Kept up-to-date logs of system adjustments, changes, and maintenance that has taken place on daily basis of location products and machines.

●Created a positive customer support experience and built strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Desktop Support Technician September 2010 – February 2011

CSAV Agency LLC, Iselin, NJ

●Supported end users with various system issues that entail application installations, hardware installation, system upgrades, and system backups.

●Laptop and Desktop deployments for users upgrading from Windows XP to Windows 7.

●User account creation via Active Directory, adding/removing users in various departments and new-hires, password resets, user ID resets, Group Additions/Removals.

●Ghost imaging computers and laptops for duplication of system information and software to be used on other equipment.

Customer Service Representative August 2007 – September 2010

Vonage America, Holmdel, NJ

●Assisted customers with various duties in a call center environment such as processing payments, updating account information, adding/removing phone lines, and maintaining the customer’s issues for their accounts.

●Processed Invoice Refunds for the Corporate Center in which customers are requesting money back for various reasons that will reduce churn and/or lead to up sell of services, features, and additional services for the company.

●Performed hourly checks on systems, network, and applications that employees were utilizing.

●Implemented Password Resets, System Reboots, worked via Remote to troubleshoot issues with Desktops and Laptops that may have application or system issues.

●Troubleshoot network issues, configured telephone devices, performed maintenance on home wiring and installation requests.

●Followed up on Tickets for Network and Hardware discrepancies via telephone or email.

Information Technology Seaman July 2001 – July 2007

U.S. Navy, Norfolk, VA

●Helped and maintained Shipboard Computer Systems and Radio Frequencies.

●Worked with LAN/WAN computer applications, as well as maintain the upkeep of military e-mail.

●Set-up New Accounts for On-coming personnel who were new to the command.

●Communicated with other military installations via Radio or IT21 systems to establish communications for the fleet while at sea.

●Maintained shipboard computer systems such as: Desktops, Laptops, Printers, 2way radios, and Blackberry phones.

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