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Customer Service Home Health

Detroit, Michigan, United States
January 30, 2017

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Chai Her

586-***-**** /

***** ***** *******, ** *****

Summary of Qualifications

● 6 years experience in providing IT support for all level of end users.

● Experienced with IT trainings in a classroom setting.

● Strong analytical and troubleshooting skills.

● Strong customer service, interpersonal, and communication skills.

● Experienced in working in a fast paced and high pressured environment with the ability to deliver results under pressure.

Professional Experience

Residential Home Health, Senior IT Team Lead, Troy MI May 2016 - December 2016

● Oversee and make operational decisions for the IT department in the absence of the IT Director.

● Supervise the IT team ensuring tickets, workflows, customer service, and internal IT standards are applied to all IT services.

● Supervise the IT team and delegate tickets and tasks based on priority of tickets.

● Work as tier 3 support to resolve any escalated issues from team members.

● Provide outside vendor management.

● Develop, document, and enforce IT best practice processes.

● Inventory management for all IT assets; assessments, inventory, and ordering.

● Oversee the project management of the IT department ensuring the individual and group projects were completed on time. Also coordinate projects aligned with external departments ensuring completion. Implemented DDPE, company life cycle of computer equipments, mobile device management platform, after hours escalation call flow.

● Perform risk assessments and initiate risk control strategies.

● Coach, train, and motivate all team members to produce desired results.

● Organize seminars and trainings for all internal employees teaching best practice and new techniques.

● Keep up to date with IT industry trends attending, meetings, trainings, and seminars.

● Perform appraisal of team member’s performance and devise strategies to help with improvement.

● Performed testing and configuration to all software releases.

● Monitor and maintain all services for 3 companies. Residential Home Health, IT Technician, Troy, MI, April 2013 – May 2016

● Coordinate, implement, and administration of the company’s encryption software ensuring that all computers are HIPAA compliant.

● Provide server management to all active directory servers, printer servers, and network share servers.

● Provide administration of the company’s Microsoft Office 365 Exchange account. Chai Her

586-***-**** /

20460 Rogge Detroit, MI 48234

● Provide administration to the the Mobile device management software. Provided administration for over 700 devices for employees working across the state of Michigan and Illinois.

● Oversaw the company’s computer build process by approving and designing computer images.

● Provide network troubleshooting for any network issues.

● Provide IT support for electronic medical records system.

● Provide education materials and training to all new employees weekly.

● Managed and administered IT asset logs.

● Provide day to day computer and mobile device support to all users. Residential Home Health, IT Assistant, Madison Heights, MI, January 2011 – April 2013

● Maintained IT asset logs

● Provide support to all end users

● Provide educational support to all administrators for the on boarding process Roush Industries, Lead Prototype Test Driver, Allen Park, MI, December 2007 – August 2008

● Provided coordination with team to complete designated routes provided by Engineers.

● Capture and analyze vehicle test results for Engineers.

● Test vehicles on designated routes.


Macomb Community College, Associates in Network Administration, Warren, MI In progress

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