Support Service Representative
Resume:
SUMMARY OF QUALIFICATIONS
Three plus years’ experience working at a small family owned Oil and Bulk Fuels Delivery Company that also serviced Heating Ventilation Air Conditioning, Automotive Repair, as well as having a Gas Station. While employed at this company I have had various rolls including but not limited to Customer Service Representative, Accounts Receiving, Office Manager, and lastly Onsite IT Support. One plus years’ experience doing PC Support within the truck body manufacturing industry. Five months experience with a regional railroad in the communications and signals department. An additional fourteen years of experience doing Systems Operations, PC Support, and Help Desk in a healthcare industry at a major regional hospital. Five years’ experience in the healthcare environment doing records management of privileged information while abiding by the federal Health Insurance Portability and Accountability Act of 1996.
KEY SKILLS
Windows 7, 8, 10 Windows Server 2000, 2003, 2012
Debian Based Linux Macintosh OSX
Apple iOS Mitel Unified Communicator
Microsoft Active Directory Cisco Systems VPN Client
Microsoft Office 2007, 2013, 2016 Office 365
VMWare Systems Data Backup and Retrieval
Hardware failure diagnosis Hardware component replacement
LAN/WAN troubleshooting Website Design and Maintenance
Norton Ghost Macrium Reflect
Clonezilla Remote Desktop Connection
Dameware UltraVNC
Shopkey5 Service Writer Quickbooks
EDUCATION
●Reading High School, Reading School District, Reading, PA 1601 – Graduation 1998
●Health Occupations Education, Reading - Muhlenberg Career and Technology Center, Reading, PA 19604
EMPLOYMENT HISTORY
Office Manager June 2018 - Current
Francis L. Werley, Inc., Hamburg, PA
As the office manager I am responsible for making the monthly work schedule for our gas pumpers. I also address a range of issues on any given day that might come up. These range from customer complaints, to manpower issues, and scheduling issues for both the auto department and the HVAC servicing department.
-Managing personal and keeping them on task.
-Scheduling appointments for auto service and HVAC technicians.
-Logging orders for our bulk fuel delivery drivers.
-Service writing and billing of work completed by the auto, HVAC, and bulk oil delivery departments.
Onsite IT Support January 2018 - Current
Francis L. Werley, Inc., Hamburg, PA
Provide onsite technical support for a multibillion dollar company acting as liaison between our company and the IT management firm. I perform the day to day backup tasks as well as running onsite updates. These updates range from standard windows packages to specialty automotive and petroleum product industry software.
-Supply system support onsite at our facility to ensure the uptime of computer systems and network.
-Act as a liaison between our company and the IT consulting firm.
-Perform daily backups.
-Build out and deploy systems.
-Manage the migration to a complete Windows 10 environment.
Customer Service Representative November 2017 – January 2018
Francis L. Werley, Inc., Hamburg, PA
As a Customer Service Representative for a multi-billion dollar company, I am responsible for serving our customer base. This can be through in person interaction, on the phone, or via email.
-Great customers when they come in for services.
-Schedule appointments for our auto service or HVAC services.
-Receive bulk fuel delivery orders from our clients that range from large business to home owners.
-Check customers out once services have been rendered.
-Service writer for both local clients and national accounts.
Technical Support Analyst May 2017 – October 2017
Temporary Contract – Assignment: Morgan Corporation, Morgantown, PA
Provide technical support to the organization consisting of over 3,000 employees internationally through the use of help desk tickets and phone calls.
-Supply support and rout tickets to the appropriate group as needed using BMC through Remedy System.
-Setting up computer equipment and software, including application configuration to ensure proper functionality for the end user.
-Conducting software and computer diagnostics, and troubleshooting to formulate proactive responses for preventing and resolving issues.
-Maintain professional, appropriate, and timely responses to all correspondence including but not limited to telephone calls and emails.
-Troubleshooting Windows XP/7/8/10, Outlook 2010/2013, and Office 365.
-Troubleshooting and resolving iOS devices.
-Remote in to users PC’s.
-Work with Microsoft Active Directory including but not limited to unlocking User Accounts, User Password Reset, User Addition, User Deletion, User Policy Group Management, Computer Organizational Units, Computer Addition, and Computer Deletion.
PC Support Specialist March 2017 – May 2017
Temporary Contract – Assignment: Reading Health System, West Reading, PA
Provide support for the end users with PC based hardware, iPod/iPhone devices, and Printers.
-Build, configure, and deploy PC based computers to both clinical and nonclinical work areas throughout the hospital.
-Setup and deploy printer hardware to both clinical and nonclinical work areas throughout the hospital.
-Hardware troubleshooting and replacement.
-Providing support for patients using both hospital issued and personal pc based technology during their recovery time with at the facility.
PC Support Specialist November 2016 – June 2017
CoreBTS – Assignment: Reading Health System, West Reading, PA
Provide support for the end users with PC based hardware, iPod/iPhone devices, and Printers.
-Build, configure, and deploy PC based computers to both clinical and nonclinical work areas throughout the hospital.
-Setup and deploy printer hardware to both clinical and nonclinical work areas throughout the hospital.
-Hardware troubleshooting and replacement.
-Providing support for patients using both hospital issued and personal pc based technology during their recovery time with at the facility.
Signal Maintainer June 2016 – October 2016
Reading Blue Mountain and Northern Railroad, Port Clinton, PA
Provide support and maintain service for both communications and signals along the railroad right of way.
-Trouble shoot and resolve issues in the phone system.
-Troubleshoot and resolve issues with the radio systems used in, around, and on railroad equipment.
-Install, setup, and maintain railroad signaling system components including but not limited to crossing lights, wayside lights, and dispatcher control system.
Help Desk Analyst February 2016 – March 2016
TEKsystems – Assignment: WellSpan Health System, Ephrata, PA
Provide level one phone support for a user base of over 5,000 employees across multiple healthcare facilities.
-Triage calls that come into the service desk about technical problems in the clinical settings.
-Supply support and rout tickets to the appropriate group as needed.
-Password resets
-Hardware troubleshooting
Technical Support Analyst July 2015 – February 2016
Robert Half Technologies – Assignment: Morgan Corporation, Morgantown, PA
Provide technical support to the organization consisting of over 3,000 employees internationally through the use of help desk tickets and phone calls.
-Setting up computer equipment and software, including application configuration to ensure proper functionality for the end user.
-Conducting software and computer diagnostics, and troubleshooting to formulate proactive responses for preventing and resolving issues
-Maintain professional, appropriate, and timely responses to all correspondence including but not limited to telephone calls and emails.
-Troubleshooting Windows XP/7/10, Outlook 2010/2013
-Facilitating Active Directory (Password resets, adjusting privacy settings) for End Users
-Remote in to users PC’s
Technical Support Specialist February 2007 - March 2015
Reading Health System, West Reading, PA
Provide Technical support for the clinical staff on both the hospital campus as well as off site facilities through the user of help desk tickets and phone calls.
-Help-desk support for over 5,000 users for IT related concerns.
-Password resets
-Hardware troubleshooting
-Performing nightly backups and completing documentation of data for offsite storage.
-Providing off hours support for patients using both hospitals issued and personal pc based technology during their recovery time with the facility.
Records Management Associate July 2002 - February 2007
Reading Health System, West Reading, PA
Fulfill requests for medical records to be delivered both internally of the hospital as well as outside facilities independent of the hospital using record request systems, phone calls, and facsimile requests.
-Responsible for accessing and retrieving medical records for distribution throughout a 647 bed facility as needed.
-Performing release of privileged information from patients’ records to other healthcare related facilities.
AFFILIATIONS
Huguenot Lodge No. 377 F & AM January 2010 - Current
Kutztown, PA
Reading Society of Model Engineers January 1998 - Current
Reading, PA
Website Administrator June 2011 – December 2019
Society President December 2011 - February 2015
BSA Explorer Post Committee Chairman February 2011 - January 2014
15 inch gauge railroad Right of Way Committee Co-Chairman January 2003 - December 2003
Manangy Tribe No. 316 IORM January 1996 - Current
Reading, PA
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