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Help Desk Customer Service

Tacoma, Washington, United States
April 21, 2017

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Eric D. Jastillana

Cell: (210)***-****


OBJECTIVES: To obtain a challenging and rewarding position that will allow me to utilize my knowledge of Information technology and Management/Supervisor experience as well as my diverse skill set which includes working under pressure, effectively communicating with clients, manage multiple priorities, and meeting tight deadlines.


* 9 years of Naval IT Experience

* Over 5 years Management/Supervisor Experience

* Over 10 years of IT Computer Technician Experience

* 8 years in Hospital IT environment

* Proficient in LAN, WAN, and network installation, monitor, and programming

* Able to repair, install, upgrade, and maintain desktop, notebook, POS computers as well as printers and scanners

* Cable Maintains, Networking

* CompTia Microsoft Security + and A+ Certified

* 10+ years Help desk/Technical Support Experience

* Knowledgeable in Active Directory

* Remote Software Dameware, remote desktop, and Log me in

* Client Technical Support and Training

* Personnel Training and Evaluation Manger/Supervisory Skills

* Exceptional Attention to Detail, Customer Service, Oral Communication, and Problem Solving Skills

* Experience with Windows 2000, XP, Vista, 7, and POS systems

* NIPR (Unclassified) and SIPR (Classified) Systems

* Active Directory Administration

* MS Exchange Experience

* Altiris Imaging Server

* Retna Scanning Program

* Symantec Ghost Software

*Ticketing systems – Remedy, RemedyForce, Sebiel, Service Desktop

* Blackberry, Iphone, Android, Shoretel, VOIP, and Video Teleconferencing

* Bitlocker

* HIPPA Trained

* Familiar with Navy DoD Hospital System/Network/Security

* Familiar with Hospital software CHCS, AHLTA, E-Clinical Works, Hospital Management System (HMS), PACS Systems,Varian ARIA EMR, RIS, Application Enabler, and Citrix Clients, AS400, Cerner.

*Other software Financials, OnBase, Centricity


Change Health Care, Nashville TN: 10/2016 – 4/2017, Client Services – Team Lead (Contract)

*Managing/Supervising 15 employed staff (Contractors)

*Manage the team’s responsiveness to external clients

*Manage multiple migration projects

*Provide daily data analysis for management meetings

*Provide weekly data analysis for Project management meetings regarding goals and tasks

*Divide tasks appropriately according to project

*Monitor analyst’s production spreadsheet reporting

*Provided team’s previous day daily activity report to Sr. Director

*Organize/creating team training documentation

*Conduct one on one performance evaluations

*Manage Contractor’s scheduling to meet proper coverage

*Resume reviewing of possible candidates for contract hire

Community Health Systems, Franklin TN: 7/2015- 10/2016, Customer Resolution Center Team Lead

*Supervising/Managing 25 employed staff

*Work with the IT team to build and modify incident and problem management processes and procedures

*Identify and report on recurring incidents to spot trends and potential problem sources.

*Manage incident resolution from initial occurrence to successful outcome.

*Regular communication for all major incidents up to and including executive level which will include documentation of all decisions, actions, business impacts, and related statuses associated with Major Incidents.

*Monitoring Daily tasks and assuring of completion

*Conduct 1 on 1 consoling with every staff member

*Conduct employee scorecard performance reviews

*Assist staff with high priority issues

*Provide 1 on 1 IT support for Doctors and Physicians

New York Air Brake Watertown, NY: 9/2014-12/2014, IT Analyst Temp

*Active Directory Administration

*Local Server maintenance

*User and Email Account creation

*Ayava Phone support

*Level 2 IT support

*Windows 7 64bit

*IBM Lenovo laptops and Form Factors

Lexmark International Fort Drum, NY: 3/2013 -7/2014, Field Service Engineer (Contract)

*Respond to dispatched service calls in assigned territory within customer service level commitments

*Repair & maintain Lexmark products and accessories

*Ensure regular and effective communications with customers to ensure awareness of call acceptance, ETA, status and closure

*Assist customer with any reported issues or questions on Lexmark product(s) or offerings

*Train Customer on appropriate usage of Lexmark product & features

E+ Cancer Care Nashville, TN: 01/2012 – 02/2013, IT Analyst

*IT Support/Help Desk for local and remote sites

*Server Upgrades, maintenance, and Administration/Manage

*Shoretel, Firewall and wireless Administration/Manage

*Cellular and Data account Administrator

*Computer refresh

*Windows 7 64bit

*Dell systems

*Software experience: EMR, RIS, Citrix, Centricity, G4, DocLink, and AppEnabler

Life Point Hospitals Brentwood, TN: 08/2011 – 10/2011, Technical Implementation Team (Contract)

*Create a Site based image with E-Clinical work, HMS, and Citrix Client Software

*Replace systems which don’t meet software requirements with newly imaged system

*Install E-Clinical Works, HMS, and Citrix Clients on local systems that meet system requirements

*PC Refresh/Implementation

*Help Desk Support

*Windows XP, Vista, and 7

ABACUS Solutions Group/US Army North G6 - NEC: 11/2010 – 06/2011, Forward Deployed Technician/Help Desk Support (Contract)

*Support US Army North Users with Classified (SIPR) and Unclassified (NIPR) PC/Laptop issues

*Work with Active Directory on both Classified and Unclassified Users and computers

*Install, repair, maintain, and upgrade desktops and laptops as well as printers

*Help Desk Support via phone, remote software, or in person

*Video Teleconferencing

*BlackBerry troubleshooting/assistance

*Windows Vista, and 7

Naval Hospital Guam: 10/2007 – 9/2010, Computer Specialist/ IT Lead Technician/Help Desk (Contract)

*Manage a team of 7 PC Techs, in house and remote contractors

*Facilitate on-site consulting training for PC Techs both Military and Civilian

*Assist Hospitals Information security officer with multiple tasking’s

*HIPPA Trained

*Install, repair, maintain, and upgrade desktops and laptops as well as printers

*Creating baseline PC images for all Naval Hospital PC's

*Lead Numerous AHLTA EUD Upgrades/Refresh

*Video Teleconferencing

*BlackBerry troubleshooting/assistance

*Windows 2000 and XP

MCV(Marianas Cable Vision) Guam: 6/2007 – 11/2007, Technical/Help Desk Support Rep

*Resolve service-related issues related to MCV products, including analog video, digital video, DVR's, HD, MCV online internet and MCV digital phone by assisting customers via email, phone, and face to face

*Windows XP,Vista, and MAC

MegaByte Guam: 10/2005 - 5/2007, PC service Technician/System Admin/Out Bound Technician/Sales

*Maintained company server and network

*Installed, repaired, maintained, and upgraded desktop and notebook computers: preformed maintenance on printers

*Maintained, built, and spear headed POS (Point of Sale) systems installed at both Kings Restaurants and most of the Public middle and high schools

*MAC OS Experience

Naval Medical Center Balboa, San Diego California

Information System Technician Second Class( E-5 USN )

11/2003 - 09/2005

*Maintained Hospital computer, laptops, printers, and scanners

*Assisted users via phone, remote, or face to face with computer or hospital program issues

Contact this candidate