Medical Assistant Desktop Support

MALIK YUSUF

adfb7g@r.postjobfree.com

Phone: 951-***-****

OBJECTIVE

●Analytical technical support representative adept at resolving complex issues.

●Critical thinker who addresses customer issues quickly and who consistently exceeds performance standards.

●Levelheaded and calm in stressful situations with well-developed customer service skills.

●Utilized ServiceNow and Connectwise Ticketing Systems.

●Adequate with active directory to unlock and resetting user passwords and restoring stale computers.

●VPN support for multiple systems including pulse-secure and cisco anyconnect.

●Have excellent people skills, enabling me to interact with a wide range of clients.

●Eager to be challenged to grow and further improve my IT skills.

●Have an extensive background in Information technology that ranges from Client Technical support, network administration

●My greatest passion in life is using my technical knowledge to benefit other people and organizations.

EXPERIENCE

Optimum Advantage Healthcare Services LLC. Houston, TX

Office Manager November –present

Training and managing day to day activities in the office.

Scheduling of nurses, and care providers

Keeping excellent record of nursing and care providers activities.

In regular contact with doctors and other health providers

Patient/client advocate

Methodist Hospital Henderson, KY

Cadence Consultant (EPIC) October 2019

●Assisted physicians with their medication reconciliation

●Supported physicians in doing their documentation brief op and op note on hyperspace

●Assisted on one on one training for MA that needed more training

●Support the clinical staff and Physicians with their In-basket issues

●Assisted Medical Assistant and Nurses in viewing their schedule, review patient's chart, placing orders, charting tools and responding to messages in their In-basket.

Eastern Maine Hospital Greenville, ME

Ambulatory/Cadence Consultant (EPIC) Aug 2019

●Assisted Physicians and Nurses in documenting hyperspace encounters.

●Present for soft Go-Live

●Trained clinicians with using addendum and documenting follow up appointments.

●Trained doctors in writing their notes and building their smart phrases.

●Trained nurses with the use of documenting their vitals problem list, allergies

COMPUTEX TECHNOLOGY SOLUTIONS (MSP) HOUSTON, TX January 2019 - June 2019

Desktop Support Analyst

●Provided Tier 1 support for on-site and remote staff for various facilities.

●Responsible for monitoring managed client networks.

●Performed Systems Administrator and Network Administrator roles managing network systems, hardware, software, servers, and individual workstations for users.

●Provide support for Windows 7, Windows Server 2008 R2 and 2012 R2 using vSphere VM server infrastructure.

●Proactive maintenance of network devices.

●Respond to ticketing requests and appropriately resolve trouble tickets to maximize system up time

●Diagnose and resolve technical hardware and software issues.

●Responds to user support tickets over the phone and via e-mail/portal in a timely manner.

●Coordinates with vendors and service providers regarding hardware and software support issues.

●New client onboarding/windows/O365 migration

●Migrating user data from Windows 7 to Windows 10 machines.

●Maintain documentation and licensing for Enterprise software to maintain user continuity.

●Perform system analysis, routine updates, equipment installation, and maintenance.

●Perform excellent customer service by assessing needs, providing support, and utilizing available products to enhance the user experience.

TECHNIPFMC HOUSTON, TX January 2018 – October 2018

Lead Service Desk Agent

•Supported TechnipFMC Corporate users on all Application and Network issues by Resolving first and second Level for most Desktop Hardware/ software which included but not limited to all Version of Windows Operating System and Network devices.

•Troubleshoot basic IT services as needed and assist users with reported issues.

•Tracked all issues and ensured timely resolution of problems, reducing response time from 24 hours to immediate.

•Provided configuration support for both Microsoft Office Suite, SAP and Engineering Application.

•Supported Local and remote user to gain Network Access even with most limited resources.

•Supported Windows/Active Directory Environment and System Center Configuration Manager SCCM.

•Performed troubleshooting techniques over the phone or via web messenger to identify and resolve issues.

•Support for iPhones, iPads, Mac Book, Toughbook, laptops, Desktops, Other Tablet Tablets.

•Worked on different IT projects as requested such as Office 365 User migration, cisco call manager to Skype for Business.

•Provided exceptional customer service on a daily basis, including taking extra steps towards ensuring the end user is 100% satisfied.

DYNAMIC HOME HEALTH SERVICES HOUSTON, TX November 2016 – December 2017

Lead Technical Support

●Provided Tier 1-3 support for on-site and remote staff..

●Imaging PCs, troubleshooting, running hardware diagnostics, and maintaining company PCs. Migrating user data from Windows XP to Windows 7 machines

●Inspect and deploy company assets including desktops, laptops, and iPhones

●Respond to ticketing requests and appropriately resolve trouble tickets to maximize system up time.

●Maintenance and repair of Zebra printers, Symbol Scanners and Hand-held scanners.

●Troubleshoot various printer issues including jams, fuser/toner replacement, network connection failure, and maintenance kits.

ALLTECH HOME HEALTH INC. HOUSTON, TX September 2015 – October 2016

LEAD IT Support Analyst

•Used ticketing system to resolve help desk issues including troubleshooting hardware and software issues.

•Installed and configured computer hardware operating systems and applications.

•Troubleshot system and network problems and diagnosing and solving hardware or software faults.

•Installation and configuration of network printers

EDUCATION

Sam Houston State University Huntsville, TX January 2012- August 2016

●Bachelor of Business Administration Management Information Systems

CERTIFICATIONS

●CompTIA A+

●ITIL 4 Foundations

●ServiceNow Certified Administration

●Active Directory & Group Policy

●Certified Information Systems Auditor (CISA)

PROFESSIONAL SOCIETIES

●Society for Information Management (SIM)

●CompTIA Association of IT Professionals (AITP)

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