Providence Saint John's Health Center
Tech support specialist II Tech support specialist II
· Full-time Aug 2001 -Present · 21 years 7 months.
Santa Monica Santa Monica
Member of a strong IT team that provides exceptional technology support to a user base of over 200 Hospital and clinics.
Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users Classify Service Calls according to the specified options.
Route problems to internal 2nd and 3rd level IT support staff using knowledge base articles.
Coordinate with level 2 and 3 and support staff that provide hardware / software / network problem resolution.
Use the ServiceNow to document and manage problems and work requests and their respective resolutions and circumvention’s.
Responds to telephone calls, email, instant messages, and assigned tickets from incident dispatchers; Assign work orders / incidents to appropriate support teams if necessary and follow up until resolved.
Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
Troubleshoot client software and basic network connectivity problems remotely.
Identify, evaluate, and prioritize customer problems and complaints.
Participate in on-going training and departmental development.
Maintain quality standards for incident documentation and phone calls. Installation of all network devices, computers, printers, and IP address-based phones
Troubleshoot Mac and Windows Software and hardware, as well as contact third party vendors when necessary.
Experience with Service Now maintaining Servers, workstations, Printers. Upgrade of software and hardware.
Upgraded and installed computer equipment in hospitals.
Support and assisting user’s Epic app, Microsoft office and Teams.
Validated completion of upgrades at hospitals.
Installed wall mounted computers WOWs in patient rooms.
Configured and installed mobile computer platforms in hospitals.
Provided technical support at Hospital.
American Red Cross
Helpdesk Support Helpdesk Support
Mar 1989 - Aug 2000 · 11 years 6 months
Greater Los Angeles Area Greater Los Angeles Area
Support users with software and hardware issues, maintaining of Servers, workstations, and Printers. Upgrades of software and hardware.
Support and maintaining HP 3000 MPEXL system. Backup, evening job processing, distribute reports
•Los Angeles City College
From 1987-1989. Desktop technology.
Institute of computer and technology
From 1990 - 1993
Computer network support desktop Technician