Dianne Lynn Romero

**** ****** ******, ******, ** 32703

ad3lb4@r.postjobfree.com

689-***-****

Objective: To obtain a challenging position in the Technical Support/Customer Service/Administrative field that will provide an opportunity to learn and advance my career. Professional Experience

Tek Systems, – 08/2022 – 3/2023 – Contract position Orlando, FL

Help Desk Technician - The Tier 1 Service Desk team receives calls from physicians, nurses and staff. This team supports a total of 80,000 end users. Most important will be for them to answer calls quickly, do their best to diagnose the problem as quick as possible, and create a ticket for the appropriate team. The Tier 1 teams’ main responsibility is to make sure the queue is clean and hold times are down. The Service Desk Analyst provides Tier One Call Center support for all AIT supported systems, applications, and equipment. Principal duties and job responsibilities are to respond to end-user questions or issues regarding clinical aspects of Epic applications, such as workflow issues, application errors, user access, etc. Receive, analyze, and process support requests submitted by end users, like master files and category list modifications, smart lists, text, note support, etc. Create, track, close, or escalate incident tickets and related issues in a timely manner. Understand client's latest configurations and changes to Epic modules. Assist client with end-user support during EPIC go-live implementations. Help physicians register for training. Help end users connect to network. Help users adjust training schedules. Adhere to IT Service Management policy and procedures for all in scope process areas. Administers all duties in accordance with established policies, procedures, and standards. Collaborates with peers, Service Desk Leadership, Administrators, Department Managers, analysts and engineers regarding reported issues. Identifies opportunities to improve team member satisfaction. Processes incoming customer interactions within Service Desk departmental goals. Promptly records specific issues, processes, or reports of customer dissatisfaction. Proposes creation or revisions to Service Desk knowledge documentation and processes.

Brooksource, – 02/2022 – 07/2022 – Contract position Orlando, FL

Field Technician - Provide excellent on-site customer service and support to all end-users. Work closely with project management and Epic application teams to understand Field Service support needs. Travel to site-specific hospitals and clinics to support the device mapping, hardware refresh, and Epic “TDR” script testing to ensure correct application installation. Utilize tools like Vizio to plan and evaluate hardware and software needs across the organization. Troubleshoot and support clinical, business, and IT staff on Ad-Hoc basis. Results Cx (07/2020 – 02/2022)

Lakeland, FL

Customer Service Representative (Remote) - Providing clear, concise, and thoughtful instructions, Answering customer questions and providing helpful solutions, Promoting products and services for our clients. Resolving customer complaints with fast, friendly, and courteous service. Consistently deliver a positive customer experience via phone, web chat or email. Provide detailed summaries of customer calls in CRM database. Collaborate with leadership to improve customer experience.

Bassett Healthcare Network (09/2016 – 02/2020)

Cooperstown, NY

Desktop Support Specialist Level II - Under the direct supervision of the IT Manager provides the services of support, recovery and maintenance for implemented computer systems and networks. To provide help desk support in affordable, effective, and professional manner that contributes to the overall performance of the Information Services Department at an organizational and system level. Responsible for ongoing evaluation of existing technologies and making recommendation/proposals to the IT Manager in order to maintain efficient and cost-effective technologies within the organization. Provide excellent on-site customer service and support to all end-users. Work closely with project management and Epic application teams to understand Field Service support needs. Travel to site-specific hospitals and clinics to support the device mapping, hardware refresh, and Epic “TDR” script testing to ensure correct application installation. Utilize tools like Vizio to plan and evaluate hardware and software needs across the organization. Troubleshoot and support clinical, business, and IT staff on Ad-Hoc basis. Perform all duties to support PACs & AS400 as needed. Upholds the UHS Professional Standards. UHS/Delaware Valley Hospital (04/2006 – 09/2016)

Walton, NY

Network Support Specialist - Under the direct supervision of the IT Manager provides the services of support, recovery and maintenance for implemented computer systems and networks. To provide help desk support in affordable, effective and professional manner that contributes to the overall performance of the Information Services Department at an organizational and system level. Responsible for ongoing evaluation of existing technologies and making recommendation/proposals to the IT Manager in order to maintain efficient and cost-effective technologies within the organization. Perform all duties to support PACs & AS400 as needed. Upholds the UHS Professional Standards. PACS/SYNAPSE and HMS Administration, Daily system monitoring; Storage media management; User management; Network management; Quality control and performance monitoring; Study monitoring and patient information management; Training for new and ongoing users; Trouble-shooting and problem solving; Security, including development and monitoring of policies and procedures; Providing proactive technical administration, planning, coordination, documentation, and management reporting for the SYNAPSE system.

Education

Grumman Data Systems Institute

Woodbury, New York

Diploma: Computer Operations/Programming

Hardware: IBM 4331

Software: RPGII and RPGIII

Operating Systems: OS/VS1, DOS/VSE, VM/CMS, JCL, JECL Technical Skills: IPL, Backup, CRT, change paper, generate reports, change tapes, correct error conditions. Ridley-Lowell Business and Technical Institute

Binghamton, New York

Diploma: Networking and Technical Support Specialist Hardware: Various

Software: All Microsoft

Technical Skills: The Networking and Technical Support Specialist program provides students with hands-on experience in computer operating systems, computer hardware and maintenance, software applications, basic and advanced networking skills including hardware and maintenance, help desk and the internet. Students will be expected to support end users and programmers in business environments and have experience operating computers and peripherals. This will enable students to successfully become employed in various sized companies. Students completing the Networking and Technical Support Specialist program will have the necessary skills to become employed in entry-level positions such as Technical Support Specialist, Network Support Specialist, Applications Support Specialist, Internet Support Specialist, Computer Operator, Computer Repair Technician and Web Page Development Specialist. Bellport, New York

Diploma: References furnished upon request.

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