Technical Support Customer Care

Michael Peshlakai

Box ****

Tuba City Az *****

*******.*********@*******.*** Phone: 928-***-****

Summary

• 9 years of experience in Customer care and phone service.

• Over four years of experience in health care IT technical support.

• 3 years in the gaming industry of IT technology.

• HIPPA certified.

Expertise in one or more specialized areas of IT such as Microsoft Administration

Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model,

Experience in; networking, wireless, router, switches, running cables, extension and terminating cables, exchange servers, VPN, VMware, Windows XP, Windows 7, 8, 10, Microsoft Office, JCP, TCP/IP, DNS, DHCP,

• Troubleshoot software and hardware on PC's finding the problem and fixing issue in a timely matter.

• Installing printers and computers on the corporate network.

• Troubleshooting Xerox printers, zebra printers and Kodak scanners, finding the problem and getting back on the production line.

• Helping end users with issues they are having with the program or software and get them back to work quickly and effectively for patient care purpose.

• Resourceful and self-confident: can get the job and do it well. Effective problem solver and thorough researcher.

• Equally effective working independently and in cooperation with others.

• Working in all different working schedules, Mornings, swing shifts and graveyards, weekends and holidays.

• Strength in analyzing, researching organizing and problem solving.

• Technical Support Representative skilled at resolving complex customer service issues in a timely manner.

• Effectively identifies problems using advanced troubleshooting skills.

• Complete background check in United States, obtained my Gaming License.

Creating accounts for new and returning employees for certain programs and software’s

Deactivating and disabling accounts for non-employees.

Performing both internal and external security audits

Monitoring security access

Weekly audits on terminated employees and inputting them into server

Changing employees name changes to new name and updating into server

Updating providers and employees address into servers

Experience

Mar 2022 – Present

Twin Arrows Casino

IT Technician

Installing and configuring

Installing and configuring hardware and software components, such as antivirus software

Repairing – Repairing or replacing damaged hardware, and performing hands-on fixes at he desktop level

Upgrading – Upgrading systems to enable compatible software.

Testing – Performing tests on new hardware and software, and running tests to interpret results

Troubleshooting – Diagnosing and troubleshooting hardware and software issues, and finding software errors.

Supporting – Providing technical support to end-users, either remotely or on-site, needed by management teams.

Create accounts for each software and apps for end users,

Installing M365 and accounts for DUO

Oct2018- Mar 2022

Cognizant

Business Analyst

Analyze situation, troubleshoot it, resolve it in a timely matter.

Take calls 10 – 50 calls a day

Help end users with capital issues

AD accounts, unlock, change passwords

Take care of important sensitive information on consumers.

March 2018 – Oct 2018

SRP/WMDIC

IT system Analyst

Manage vendor relationship for all information technology purchases.

Manage inventory of all equipment in the SRP warehouse.

Installed up to 5-10 monitors, keyboards and headsets weekly for users resulting in 100% satisfactions based on follow up emails.

Presented new software to the IT Coordinators Department monthly: teaching them new technology monthly.

Using new ticketing system to keep all data and information.

March 2018 – July 2018

It Security Analyst

Banner Health

Creating accounts for new and returning employees for certain programs and software’s

Deactivating and disabling accounts for non-employees.

Performing both internal and external security audits

Monitoring security access

Weekly audits on terminated employees and inputting them into server

Changing employee name changes to new name and updating into server

Updating providers and employee address into servers

March 2015 – March 2018

IT Technician

Twin Arrows Navajo Casino

Process an average of 20 to 50 inbound and outbound technical support calls.

Display courtesy and strong interpersonal skills with all customer interactions

Provide base level IT support to company personnel.

Troubleshoot hardware and software issues. Setup new pc's to the domain. Add printers to network. Create and disable accounts. Create user account in Active Directory, resolve issue in a timely manner. Support customers having data connectivity issues. Research issues on various computer systems and databases to resolve complaints and answer inquiries.

Give permissions to end users to shared folders.

Troubleshoot, printers, scanners, card readers, faxes.

Install new OS, XP, windows 7, 8. On re imaged and new laptops, pc’s and tablets

Configure Iphone, Ipad, android

Terminate cables, run cables and trace cables to and from servers.

Send equipment’s out on RMA to get fixed under warranty.

Vpn, remote desktop

AV setups, wireless mics, PA systems, lightings and POS systems, for events, projectors, and screens.

Create wireless access points.

Take care of hotel guest with TV issues, wifi connections and walk them thru steps to connect on their personal equipment’s,

Create wireless account for each incoming events or banquets. Help hotel guest with casino guests with any issues with network. Did walk through the casino and hotel for any issues that arise and resolve in an appropriate timely manner. Change out back up tapes and log into shift reports. Daily reports after each shift

Report all issue to a ticketing system (trackit and footnotes)

Train new employees and explain protocols clearly and efficiently. Send out notifications to all employees if there is an outage or upgrades.

Keep storage area cleaned and maintained for new incoming equipment. Inventory logs on equipment and software.

March 2011 – October 2014

Tuba City Regional Health Care Corp

Processed an average of 20 to 50 inbound and outbound technical support calls. Resolved customer complaints and concerns. ………Troubleshot 16+ software used in the hospital. Dentrix, synapse, propharm, winpharm, active directory, software setting, computer setting, JavaScript and user profile settings

Report all issue to a ticketing system trackit

Troubleshoot peripherals, printers, scanners, fax machines

Vpn, remote desktop

Install new OS, XP, windows 7, 8. On re imaged and new laptops, pc’s and tablets

Configure Iphone, Ipad, android

Terminate cables, run cables and trace cables to and from servers.

Trained new employees and explained protocols clearly and efficiently.

Researched issues on various computer systems and databases to resolve complaints and answer inquires.

Did RMA'S on defective new equipment

Kept storage area cleaned and maintained for new incoming equipment's.

Did inventory logs on equipment's and software's.

EDUCATION

HS – Tuba City HS.

Anthem College - Certification in Computer Networking System

References Available Upon Request.

Contact this candidate