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Technical Support Specialist

Location:
Pleasant Grove, UT
Posted:
February 21, 2020

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Resume:

HOLLY A. WOOLSEY

adbwzw@r.postjobfree.com 435-***-**** www.linkedin.com/in/holly-woolsey-26938228

S UMMARY

Experienced listener and communicator whose honesty and integrity provide effective leadership and team building, excellent technical and social problem-solving skills, and always surpassing expectations. S K I L L S

NETWORK: LANs, WANs, network support devices, CAT5-6 cabling, patch panels, and punch down, TCP/IP protocol, DHCP HARDWARE: desktops, laptops, window tablets and iPads, servers, hard drives, CPU’s, RAM, external removable devices, printers, Cisco switches, firewalls, WAPs, VOIP, video conferencing, and telecommunication devices SOFTWARE: Windows 7/8/10, Windows Server 2008/2016, Hyper-V, Active Directory, Citrix and Remote Desktop, Microsoft Office and Office 365, Google G Suite, SQL databases, multiple EMR software’s, PACS and DICOM, SalesForce, Jira, Slack, Confluence

SKILLS SETS: CompTIA A+, HIT Support, and Patient Relationship Management Certifications, Computer Applications Management, Operations Strategy, Computer Integrated Applications, Business Operations Systems, Small Systems Architecture, Business Network Installations, Computer Applications, Strategic Management of Technology, and Marketing

WORK E X P E R I E N C E

TECHNICAL SUPPORT SPECIALIST III Solutionreach Lehi, UT 1/2020– Current

In addition to level II duties listed below, became a Technical Support Coach for 50 staff members.

Address issues escalated by staff, check and verify their escalations and escalate to TSE’s as needed.

Write and maintain KB and Confluence articles. Deliver technical trainings and presentations.

Provide advanced troubleshooting and support SR sync servers.

Manage and complete Supervisor calls in a timely and professional manner.

Work directly with Team Lead to ensure team is meeting goals and expectations. TECHNICAL SUPPORT SPECIALIST II Solutionreach Lehi, UT 07/2018 – 1/2020

Completed level progression within 4 months of starting and became a mentor for new hires.

Deliver outstanding customer service and technical assistance for more than 30 chats and inbound calls for clients.

Effectively troubleshoot technical problems on software and take ownership to resolve all open cases in a timely manner.

Prioritize daily tasks in order to ensure client concerns are resolved quickly and completely.

Provide expert advice to assist clients with the health of their business through using Solutionreach software and demonstrable drive for the success of our client's practice.

Take leadership and assist co-workers with technical issues to help solve client’s issues accurately and efficiently.

Member of Wow Committee; responsible for planning and participating in team activities. HOLLY A. WOOLSEY

adbwzw@r.postjobfree.com 435-***-**** www.linkedin.com/in/holly-woolsey-26938228 IT MANAGER Wayne Community Health Centers, Inc. Bicknell, UT 06/2009 – 11/2017

Provided vision and leadership for developing and implementing information technology initiatives.

Directed planning and implementation of Health Choice Networks enterprise IT system supporting business operations to improve cost effectiveness, service quality, and business development.

Lead and organized Meaningful Use Initiative Program receiving over $400,000 in funding.

Provided prompt, reliable technical support, training, and reporting for our Electronic Medical Records (EMR) software in a HIPAA protected clinic environment.

Served as the HIPAA Security Officer for all staff, 5 locations, and 3 EMRs.

Handled all reporting and tracked inventory. Created and updated IT/Risk Management policies and procedures.

Managed and maintained Active Directory server, managed users, setup security and resources, and file sharing.

Responsible for all aspects of the organization’s information technology systems, networks, and VOIP Phone system. Supervised and supported 100 users at 5 locations.

Provided help desk support to all users as well as analyzed and troubleshot all computer, network, and Wi-Fi problems.

OFFICE MANAGER De Rito Partners, Inc. Phoenix, AZ 07/2007 – 12/2008

Managed all office administrative and operation duties, projects, and any technical related issues.

Maintained over 100 client and vendor contacts; scheduled appointments and managed travel arrangements.

Paid business and payroll expenses, organized client files, produced proposals, commission agreements, marketing reports, and miscellaneous correspondence.

Developed presentations for client meetings.

TECHNICAL SUPPORT REP II Charles Schwab, Inc. Phoenix, AZ 06/2001 – 09/2005

Provided customer service for more than 50 inbound calls for Investment Advisors.

Troubleshot technical problems on software, internet, and networks.

Developed bi-weekly call reports for the team.

Provided a weekly call report to management.

Participated in testing new software and trained co-workers. E DUCATION

MASTER’S DEGREE IN COMPUTER INFORMATION SYSTEMS & PROJECT MANAGEMENT Keller Graduate School of Management Graduated: June 2005 CGPA: 3.7 BACHELOR OF SCIENCE DEGREE IN BUSINESS ADMINISTRATION & COMPUTER INFORMATION SYSTEMS DeVry University Graduated: October 1999 CGPA: 3.6 Dean’s List MEMBERSHIPS

High Honor Society, Healthcare Information Technology (HIT), Healthcare Information and Management Systems Society

(HIMSS)



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