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Desktop Support Customer Service

Marietta, GA
April 25, 2020

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Sujeet Srivastava

Atlanta, GA ***** 470-***-****



Customer-focused Desktop Support with about 5 years of computer operating systems applications and hardware experiences with the largest medical group in Midlands region

– more than 130 practices in over 115 locations. Exceptional customer service and communication skills. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution.




Customer Service

Detailed and Organized


Software Installs

Hardware Configurations

Problem Diagnosis

Responsibility & Accountability



Office of Information Technology: Palmetto Health-USC Medical Group

(Prisma Health), Columbia, SC. September 2016 – April 2020 IT Desktop Support Specialist

Imaged, built, encrypted and set up 200+ desktops and laptops as per the IT standards. Set up 100+ workstations.

Work closely with Network admins and Desktop Support Manager for smooth IT operation.

Plan new installation, and upgrade hardware and software components. Troubleshoot various software and hardware issues. Install various healthcare-related programs as required for providers and researchers. Use Audit Wizard, SCCM as needed.

Test hardware compatibility for EHRs go-live.

Manage work orders (Log in tickets, update, and close as needed) using ServiceNow, ManageEngine, Cherwell, and TrackIT.

Provide remote support to the users via Bomgar and Remote Desktop. Provide support as a liaison between vendors and end users. Assist with basic networking.

Assist in planning new installation, upgrade hardware and software components. Search and provide quotes for PCs, printers, scanners and other equipment. Provide IT support for various patients tests in specialty clinics as well as testing such as NBME for UofSC School of Medicine.

Environment: Windows, Mac, Active Directory, Bitlocker, Networking & IP Addresses, Audit Wizard, SCCM, ServiceNow, ManageEngine, Cherwell, TrackIt, OneChart EHR. Family & Preventive Medicine: Palmetto Health Family Medicine Center & USC Family Medicine, Columbia, SC. June 2015 – June 2016 Volunteer - IT Solutions

Installed, diagnosed, troubleshot and resolved a range of software, hardware and connectivity issues – Desktops, laptops, mobile devices, tablets, scanners, printers, VOIP phone, and network copiers.

Provided support to residents, staffs and faculty by researching, analyzing and rectifying technical issues.

Recommended updates and purchases of new software, hardware, PCs, and network devices based on user needs.

Created Cerner IQHealth patient portal invites.

Sujeet Srivastava

Atlanta, GA 30339 470-***-**** 2

Panel Assignment - Assigned patients to providers under ACGME Residency guidelines.

Managed inventory for all IT equipment and surplus pickups. Communicated with vendors and ordered IT equipment when needed. Set up Polycom video conference and rectified any issues. Environment: Windows, Mac, Active Directory, Networking & IP Addresses, ManageEngine, OneChart EHR.

Himalayan Infotech Company, Kathmandu, Nepal (A part of Heartland Information Services, Toledo, OH, USA) January 2000 – March, 2002 Medical Transcription Quality Analyst,

Supervised and trained Medical Transcriptionists and supervisors and reviewed transcribed reports to ensure quality standards.

Environment: Windows, Mac.





Healthcare IT

Project Work



Operating Systems: Windows, Linux (basic), Mac OSX (basic) Software: MS Office (Word, Excel, PowerPoint, Outlook, Visio) Systems Management: System Center Configuration Manager, Audit Wizard. Knowledge of Active Directory.

Hardware: Desktops, Laptops, Scanners, Telephony Systems, Printers, Copiers. Database / Analysis: SQL, SAS, STATA, MS Access, SPSS Modeler. Service Management: ServiceNow, ManageEngine, TrackIt, Cherwell. Healthcare: Basic ASP Cerner EHR, PowerWorks, OneChart. Networking: CCNA.

Web Development: SDLC, HTML5, CSS3, Bootstrap4, JavaScript, ReactJS, PHP, JQuery, GitHub, AJAX.

Designing Software: Visual Studio code, Notepad++, Sublime Text Editor.

“Windows 10 & Office ’16 migration for Internal Medicine and School of Medicine, USC.” Project.

“EMR System for Tribhuvan University Teaching Hospital, Kathmandu, Nepal.” Research Project.

“Meaningful Use Compliance.” Mobile App.

“Weekly Blood Pressure and Weight Diary”. Web App.

“Implementing Patient Portal”. Project work.

University of South Carolina, Columbia, SC

Master’s in health information technology, July 2018 Oklahoma State University, Stillwater, OK

Master of Science in Hospitality Administration, December 2011 Fluent in English, Nepali, Hindi, and Thai languages.

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