Technical Support Customer Service

James R. Clunie

IT Help Desk Specialist

*******@*****.*** • 317-***-****

LinkedIn Profile • Westminster, CO 80234

Innovative and solutions-oriented IT professional boasting extensive experience sculpting and enhancing IT support landscapes across diverse sectors. Skilled in computer hardware and software management, including proficiency in Windows and Macintosh environments. Adept at programming in languages, such as COBOL and ForTran, with hands-on expertise in PC/Laptop desk-side Break/Fix. Demonstrated pivotal support in complex environments to ensure seamless operations. Instrumental in implementing large-scale hardware upgrades and software implementations. Eager to bring forward amalgam of technical expertise, strategic project management and client-centric approach to IT Help Desk Specialist position.

Areas of Knowledge/Expertise

Technical Support & Service

Computer System Configuration

Hardware & Software Troubleshooting

System Imaging & IT Documentation

Service via Onsite, Remote, Remote Access.

IT Project Management

Remote Access & Support

Helpdesk Ticketing Systems

Software Installation & Removal

Network Support

User Access Management

Security Protocols/Processes

IT Compliance & Governance

Active Directory Administration

Installation of Computer/AV Equpiment

Professional Experience

Beacon Hill Staffing/ assigned to Lutheran Hospital, Wheat Ridge CO 04/2024 – 08/2024

Imaging Technician

Orchestrated imaging and configuration of desktops/laptops. Executed computer imaging.

Imaged devices within hospital’s specifications for deployment at new hospital location in Wheat Ridge, CO.

Imaging via SCCM/MECM and PXE.

Established and documented imaging standards and procedures for consistent deployment of operating systems and software across various devices.

Managed the deployment process of system images to devices, ensuring timely and accurate installation, configuration, and validation of deployed images.

Provided technical support and troubleshooting assistance related to imaging processes, addressing issues such as failed deployments, driver compatibility issues, or system errors.

Boulder Community Health, Boulder, CO 09/2014 to 07/2023

Field Service Technician/Technical Services Associate. Level 3

Implemented desk-side support by delivering break/fix solutions for laptop and desktops. Orchestrated imaging, maintenance and configuration of desktops/laptops, including installation and relocation. Provided essential technical support to hospital clinics.

●Achieved timely completion of tickets while ensuring efficient service delivery by onsite, remote, phone and email channels.

●Used Cherwell, Bomgar and RDP for remote access, expertly troubleshooting issues and managing software installations, updates and removals.

●Experience in supporting MS Windows 7, 10; SCCM; O365; Active Directory; PrinterLogic (Printer networking and network setup); LanSweeper (for computer status reporting and compliance); Microsoft, HP, Dell and Macintosh hardware (desktops, laptops, VDI, phones, tablets)

●Experience in Network Support from connection to the device to network switch using Fluke scanner.

●Maintained 3.9/4 rating on post-ticket surveys by showcasing exceptional customer satisfaction and service excellence.

●Supported installation and updating of AV equipment for use in meeting and education rooms.

Ascension Health via TEK Systems, Indianapolis, IN 04/2013 to 03/2014

Desktop Support — Dell Projects Team

Spearheaded management of 35 technicians for Ascension Health's hardware upgrade initiative across existing and new clinics. Employed combination of PXE and MDT methods to image computers, meticulously scheduling and overseeing installations by separate technician teams at clinics.

Accomplishments:

●Orchestrated imaging of computer assets for distribution to over 80 clinics within Ascension Health.

●Achieved record-breaking results by imaging over 2200 computers within exceptional timeframe while maintaining <3% failure rate, significantly improving upon previous computer refresh failure rate of >40%.

●Maintained inventory of Imaging Team’s assets using ServiceNow.

●Coordinated deployment of computers through eight teams of five, successfully refreshing 85 clinics.

●Collaborated with team to successfully deploy 20+ assets per clinic at various sites for ensuring project fulfillment.

●Played key role as lead technician during Ascension Health's athenahealth.com product implementation.

Bell Techlogix, Indianapolis, IN 02/2012 to 04/2013

Level 2 Helpdesk Analyst

Responded to inbound calls and emails for providing technical support to users. Managed user access tasks, including Active Directory administration and processing requests for application access, encompassing MedAssets' CDQuick, SI Portal and WFX (MedAssets' Traveler Nurse scheduling/payroll). Handled new hire onboarding, transfers and terminations processes.

●Conducted comprehensive troubleshooting, addressing basic and intermediate issues effectively over phone and emal interactions.

●Used Remedy and Bomgar for ticket processing and remote interactions.

●Triaged Level 2 - 3 escalations by directing to appropriate Desktop, Network and Server teams using Remedy.

●Integral member of elite helpdesk team entrusted with responsibility of handling non-priority and hardware tickets, effectively relieving onsite technicians and sole technician designated to support the client’s critical timekeeping system.

Additional Experience

Senior Registered Representative, Charles Schwab and Co., Indianapolis, IN

Registered Notary, State of Colorado 2019-present

Education

Graduated with Bachelor’s Degree, Information Technology

Colorado State University — Global Campus

Aspired to obtain Bachelor’s Degree, Computer Science

Wright State University, Dayton, OH

Aspired to obtain Bachelor’s Degree, Computer Science/Mathematics

Butler University, Indianapolis, IN

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