Desktop Support Office
Resume:
Chicago, IL *****
Cell: 773-***-****
adclcn@r.postjobfree.com
Angel Daniel Lopez
Objective
A career opportunity that will permit personal growth and development, where I can use my technical and interpersonal skills and be consistent with my abilities and performance.
Skills
Proficient on PCs, using various versions of MS Office 2010, 2013, 2016, Windows XP, 7, & 10, iOS & Android mobile devices
Experience
10/18 to 03/2020
GK Medical Imaging
System Support Specialist
Serve as the initial point of contact for resolution of desktop computer and telephone problems, Remote and troubleshoot, diagnose, document, and resolve technical issues surrounding Windows 7 & 10, MS Office 2013 & 16, MS Exchange, Active Directory, network based print services, hardware and peripherals. Use Helpdesk tracking software (SysAid), to track, escalate and problem solve, Provide first level support for personal computer upgrades and installations, Stage, configure and deploy new and existing desktops and peripherals, Install PC software applications i.e. MS Office, Adobe Acrobat, Merge PACS, Merge Document Manager Nuance PowerScribe, etc.
10/07 to 10/18
Mt Sinai Hospital
Desktop Support Team Lead
Responsible management of successful implementations, maintaining end user hardware and software standards, assigns projects and administers hardware in a networked environment. Responsible for the management of the desktop Support Techs (5).
Design, coordinate, and implement complex end user hardware and software configuration and installation projects. Responsible for the troubleshooting, maintenance and administration of Windows based hardware, including network/server connectivity. This may require contacting hardware and software vendors for support if required. Monitor and document workstation images, software packages, and make adjustments to them to ensure system reliability and availability.
Work closely with server and network administrators to maintain user policies and logon scripts to ensure proper rights for users on the network. Provide reports and routine communications to the IT Manager and other Administration staff. Effective organization and management of Sinai Health System resources (applications, hardware, etc.). Performs other tasks and assumes other responsibilities as assigned.
Analytical and research ability to successfully and remotely troubleshoot failures in computer and peripheral hardware and software. Able to follow written and verbal direction and take the initiative when necessary. Ability to effectively communicate on technology issues with a high level of effectiveness in terms of customer comprehension and response; including the ability to work and communicate effectively with customers who may have a high level of frustration.
06/06 – 10/07
Rehabilitation Institute of Chicago
Support Specialist
Serve as the initial point of contact for resolution of desktop computer and telephone problems, Troubleshoot, diagnose, document, and resolve technical issues surrounding Windows XP Pro, MS Office, MS Exchange E-mail, network based print services, hardware/peripherals expeditiously, Daily backups, Assist remote users with the installation of VPN software, issues relating to connectivity, Use Helpdesk tracking software to track, escalate and problem solve, Provide first and second level support for personal computer upgrades and installations, Stage, configure and deploy new and existing desktops/laptops/peripherals, Install basic PC software applications, MS Office Suite, Project, Visio, Acrobat, etc. Assist in the hardware warranty process.
06/04 – 06/06
Sierra ITS
Zebra Technologies
Helpdesk Support Specialist
Provide support to global workforce via desktop/telephone and email,
Troubleshoot and resolve a variety of problems, log support calls in call tracking database (Vantive/PeopleSoft). Including OS (XP and 2000), basic connectivity issues, printing problems, various other hardware and software issues, etc.
Administer/Create/delete/maintain accounts in Active Directory, Exchange, and Provide phone support to remote (VPN) users. Document and update support calls through resolution, and escalating the call to the next level of support if necessary. Closing of support call tickets in a timely manner. Educate end users to avoid common problems. Follow all documented procedures for supporting hardware, software and network
Create/maintain support documentation and procedures, Enforce company policies and standards with regards to standard PC/Laptop image, approved applications etc. Communicate service interruptions and issues to appropriate audience
02/04 - 06/04
Kay & Associates
OEMC (911 Center)
Helpdesk Support Technician
Provided technical support via phone to Chicago Police's 911 Emergency Operators, maintaining problem tickets via a Lotus Notes Database. The support of Operators CAD Work Stations using Unix OS, also Windows 2000 environment, Lotus Notes 5x, GroupWise E-mail, MS Office 2000, IE 6x, con-figuration and installation issues of MS Office 2000, any network connectivity issues. SMS remote connection to resolve support issues with off-site, (Police & Fire Stations,) computer terminals.
05/03 - 10/03
Stopka & Associates
GE Rail Services
Rollout Technician
Responsible for providing support for the rollout of companywide upgrade of desktops and laptops, backing up client data and attached peripherals, Blackberry, Palms, scanners, Iomega Zip & Jaz Drives, etc. Responsible for backup and download of client data and software programs back onto new computer, making sure client data is accessible after the swap. Setting up Microsoft Outlook and other programs. Connections to network drives, and printers. Coordinate with client time and date for computer swap, and test workstation. Remote dial up via pcAnywhere to clients in various cities in Canada to remotely backup data, setup their MS Outlook, and copy back down data to users’ desktop.
02/03 – 04/03
General Employment Enterprises
Charmilles Technologies
Help Desk Support Technician
Responsible for providing phone and desktop support to clients using
Compaq, IBM desktop computers, HP & Toshiba laptops, in a windows 98, 2000 and XP environment, IE 6x, configuration and installation issues of MS Office 97, 2000 & XP, any network connectivity issues and VNC remote connections to resolve client issues.
02/02 – 10/02 Tek Systems Inc.,
University of Chicago Hospitals
Desktop Support Technician
Responsible for providing phone and desktop support to clients using Compaq and Dell computers, in a Windows NT 4.0 2000 and
Windows 95 environment, IE 5x, configuration and installation issues of MS Office 97, workstation and printer upgrades, any network connectivity issues and Palm installs and configurations. Using SMS to resolve client issues. Timely resolution of Remedy tickets pertaining to client issues with regards to software, hardware, HP and Lexmark printers or memory issues, hospital proprietary software, Lotus Notes, ccMail. Weekly tape backup swaps.
07/00 – 12/01
Unitech Solutions, Inc.
Abbott Laboratories
Level II Client Support Tech
Responsible for providing phone and desktop support for Windows 95, NT4.0, on client IBM, Compaq and Dell desktops & laptops, Provided hardware, hard drives, modems, PMCIA & NIC cards installation and support, responsible for printer maintenance and upgrades of memory, configuration and installation issues of MS Office 97, 2000, Lotus Notes R4 R5, Internet Explore 4-5, Modem and remote dialup RAS issues, SMS, Network TCP/IP connectivity issues, timely resolution of Remedy tickets pertaining to client issues, Creating and re-imaging computers using Ghost software, Installation of Palms, software and hardware configuration.
11/89 – 5/00
PricewaterhouseCoopers LLP
Support Specialist/ Help Desk Analyst
Support of the Tax Dept. & Harris Trust Tax Group, comprised of 175 end-users providing Tracker and Trust Ease software installation and configuration support. Providing Windows 95 desktop & laptop trouble shooting, installation and configuration support in a Compaq desktop and IBM Laptop environment. Providing phone and desktop support for configuration and installation issues of MS Office 97, Lotus Notes R4x & R5, Internet Explorer, modem and remote dialup, RAS & VPN setup, and connectivity issues. Provided hardware, hard drives, modems, PMCIA & NIC cards installation and support, responsible for printer maintenance and upgrades of memory, nightly backups, disk space management, end-user rights and password reset. Maintaining detailed call sheets via a Lotus Notes call-tracking database for end user support calls. Software Administration & Support Responsible for identifying and acquiring new technologies including hardware and software, responsible for installation of TAX software products and upgrades. Provided technical support via phone to internal and external clients, taking initial phone calls and maintaining a detailed call sheet via a Lotus Notes call-tracking database. Providing phone support for resolution of problems, and escalating the call to the next level of support if necessary. Closing of support call tickets in a timely manner. Installation, troubleshooting and configuration of Windows 95, Office 97, Lotus Smart Suite, Lotus Notes and Internet Explorer, installation, configuration and support issues. Remote access via RAS, SMS and modem issues with laptops and desktops. Responsible for servicing equipment, also had responsibility for asset tracking and ordering various hardware and software for internal clients.
Education
References
07/84-07/85
Lincoln Tech Institute Norridge, IL.
Degree in Automotive Technology
09/75-06/79
Roberto Clemente H.S. Chicago, IL.
Bruce Miller
Project Manager, Auditor, Consultant
at MD Technology Services LLC
William Bardach
Network Analyst II
Sinai Health System
Independent Coursework
6292 Installing and Configuring Windows 7 Client
ITIL Foundations (ITIL v3 2011)
2018 Projects List
Project: eNICQ6
Project Description:
The install of eNICQ6 on Sinai’s network is for the purpose of electronically submitting data to Vermont Oxford Network (VON) regarding very low birth weight. By participating in the database submission to VON, the Perinatal Unit receives research and statistics that will help with outcomes. This is a requirement of Level III Perinatal Unit status. The data will be submitted to VON via the software and its encryption. Until December 31, 2017, this data was submitted using eNICQ5. As of January 1, 2018, submissions must be done through eNICQ6
Project Objectives:
Allow Very Low Birth Weight (VLBW), birth data to be submitted to VON for 2018, ensuring the continued status of Level III for the Perinatal Unit at Mount Sinai Hospital.
Project: Ikonopedia Mammography Reporting System
Project Description:
Ikonopedia is a structured breast management and reporting software system that captures and tracks patient information and results through each stage of the exam process to meet FDA guidelines. Currently, the Mammography service-line is not able to provide detailed static quality reporting as mandated by the Mammography Quality Standards Act and Program (MQSA). By implementing Ikonopedia, this will allow Sinai Health System to report correctly, calculated data to maintain its accreditation and provide the best care to our patients.
Project Objectives:
Capture and track patient information and results through each stage of the exam process to meet Food and Drug Administration (FDA) guidelines.
Provide mammography patients and radiologists with best patient safety practices by assuring compliance to radiologist's recommendations by reporting, tracking and delivering information correctly to each patient and referring physician.
Obtain regulatory compliance with statistical and quality measurement data reporting to federal MQSA and managed care organizations including but not limited to:
a.Input a complete medical history for patients
b.Track all BIRADS cases and type of follow up needed (BIRADS Compliant)
c.Track patient and physician notification of results and necessary follow up
d.Implement EQUIP tracking process to assess compliance with image quality requirements
Provide uniform, structured reporting for each patient through exam completion including patient history requested and captured in their native language.
Provide patient and physician notification and letter compliance
Provide cancer risk assessment with proper management recommendations including additional testing/procedures
Provide automated data management and capture Radiologist productivity reporting per MQSA guidelines
Project: ActiveTRACK
Project Description:
Managing patient flow and providing associates with the information and documentation necessary to perform their work. The system provides a scalable solution that provides patient information and work tasks when it is needed and provides visibility on patients location in real-time across multiple departments within the hospital. The installation could be simply a software only solution or can print tickets, patient display’s in waiting areas, and send messages to associate’s mobile devices.
Project Objectives:
Integration with existing patient information and scheduling systems that greatly reduces manual entry of patients into the system.
Registration and clinical departments have full visibility of their patients as they progress through the registration process, reducing phone calls from these clinical departments to patient access.
Lobby management for waiting areas including announcements from ActiveDISPLAY.
Messaging and paging allow communication to hospital associates throughout the patient encounter.
Increased patient satisfaction
Project: PatientSecure Palm Scanner
The purpose of this project is to reduce the number of improper patient identifications and to reduce duplicate medical records with the installation of the PatientSecure application to assist Patient Access teams with proper identification of patients presenting for services. Palm readers will be used to scan and create a biometric identifier of the patient and automatically select the correct patient record in Meditech.
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