Customer Service Technical Support

Computer User Support Specialist with a gift for understanding the needs of both business and home users.

Versed in troubleshooting and desktop support on Windows systems with 6 years of experience. Looking to

07/2016

01/2016

MICHAEL B. DORSEY

1809 Cobourg CT. Apt A-2, Parkville, MD 21234 (H) 443-***-**** *******@*****.***

Professional Summary

bring a passion for creative solutions to vibrant technical support team.

Skills

Customer service expert

Types 55 words per minute Analytical and critical thinker

Database Management: EMS Professional, Fast learner

Centricity EMR, OPAS, Medconnect, Active Skilled multi-tasker

Directory, SNAP (Service Now), EPIC, Sharepoint,

HelpTrac, HEAT

Software Applications: Microsoft Office 2007 -

2016 (Outlook, Visio, Excel, Word, Power Point),

Bomgar, RDP, SCCM Remote Control Viewer

Operating Systems: Windows XP, Windows Server

2008, Windows 7,Windows 8, MAC

Hardware Devices: MAC Laptops, Desktop PC,

Laptop, Tablets, Surface Pro (2 & 3), Network

Printer, Label Printer, Zebra Printer, Document

Scanner, Tethered Scanner, Bluetooth Scanner

References

*References are available upon request

Work History

Client Support Technician

Greater Baltimore Medical Center – Towson, MD

Installed software, modified and repaired hardware and resolved technical issues.

Provided base level IT support to non-technical personnel within the business.

Managed call flow and responded to technical support needs of customers.

Demonstrated professionalism and courtesy with customers at all times.

Identified and solved technical issues with a variety of diagnostic tools.

Resolved problems with malfunctioning products.

Followed up with clients to ensure optimal customer satisfaction.

Conducted research to address customer concerns.

Senior Deployment Technician

Sinclair Broadcasting Group – Cockeysville, MD

Installed software, modified and repaired hardware and resolved technical issues.

Provided base level IT support to non-technical personnel within the business.

Managed call flow and responded to technical support needs of customers.

Resolved customer issues in a clear, courteous and straightforward manner.

Identified and solved technical issues with a variety of diagnostic tools.

Worked closely with team members to meet or exceed all customer service requirements.

to 12/2016

to 05/2016

Answered telephone calls promptly and minimized delays that could lead to abandoned calls.

Senior Deployment Technician (Team Lead) 04/2014 to 01/2016

University of MD Hospital – Baltimore, MD

Supervised 20 EPIC Deployment Technicians and deployed them to departments to install hardware.

Created spreadsheets for EPIC inventory and daily tasks for EPIC deployment technicians.

Imaged and upgraded windows XP Desktops and Laptop with Windows 7 devices.

Supported and downloaded Citrix, Microsoft Office, and Symantec on Desktops and Laptops.

Cleaned PC's of malware and viruses for customers Window 7 desktops and laptops.

Installed monitors, PC's, label printers, wristband printers and printers to hospital units.

Deployed technicians to install EPIC monitors, PC's, label printers, wristband and printers to units.

Designed floor plans for deploying EPIC monitors laptops, printers and PC's using Microsoft Visio.

Tested configuration of printers to servers for EPIC.

Worked with network team to ensure data ports are active on units for EPIC use and printing.

Tested individual PC's for EPIC connectivity.

Correcting generic LWS Records.

Configured wireless networks for laptops and thin client devices.

Tested and assisted network team to activate LAN ports for PC's and printers.

Desktop Support Technician 10/2013 to 04/2014

St. Agnes Hospital – Baltimore, MD

Had administrative rights over computers to install hardware devices, software, and set user permissions.

Worked on a team with others to take inbound calls for computer, monitors, and printer requests.

Remotely resolved customer issues by using RDP and third party remote desktop site Bomgar Console.

Used SNAP ticketing system to lookup, forward, and/or resolve tickets.

Tested and assisted network team to activate LAN ports for PC's and printers.

Installed network printers to computers using IP Addresses on the network.

Re-Imaged desktop and laptops for replacement machines deployment.

Used Microsoft Office applications for keeping up with inventory and customer scheduled appointments.

Configured wireless networks for laptops and thin clients.

Downloaded and Setup Microsoft Exchange on customers cell phone to get access to work email.

Scheduler 06/2011 to 06/2013

Medstar Good Samaritan Hospital – Baltimore, MD

Used third party ticketing system to resolve computer repairs.

Took inbound calls to resolve computer repairs.

Troubleshoots/repaired computers for users in conference meetings in a timely fashion.

Reconfigured hardware devices to computers and laptops such as

Education

Associate of Applied Science: Information Technology (MCSE) 2012

Community College of Baltimore County - Baltimore, MD

Network Technology: Microsoft):

Coursework in Information Technology and Computer Applications

Training in Customer Service for Technical Support

Microsoft Office Specialist (MOS)

Coursework in Operating Systems, Algorithms and Programming Languages

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