Customer Service Technical Support

Debra M. Moore

Phone 832-***-****) Email: **********@*****.***

I have over 25 years of customer service, phone skills and over 20 years of experience in nearly all phases of ITS technology and the process. Knowledge of personal computer hardware and its components. Provided telephone/internet support for customers internal and external. Proficiency in reviewing contracts, maintaining database, hardware and software Procurement. I learn new applications quickly. I work well in a fast pace environment .Strong organizational skills and ability to manage multiply projects. I enjoy learning and working with all levels of management.

EDUCATION

Hargest Vocational, and Technical School -Houston, TX

Helpdesk 2000 Certified

Other Skills/Software Knowledge

Microsoft Office 365

Google Classroom

Asset Management

Epic Scheduling

Intro to Service Management w/ ITIL4

Vendor Management

Inventory Procurement

Active Directory

Asset Management

Service Now

SharePoint

SNOW (Service Now)

Cherwell

People Soft

TeamViewer Remote

Bomgar Remote

Remedy

WORK EXPERIENCE

Client Analyst Houston, Texas

Texas Department of Human & Health Services

August 2022- February 2023

Interview Clients

Analyzing Data

Assisting Customers with Hardware Issues

Troubleshoot Hardware and Software

Update Database

Desktop Technician Houston, Texas

MD Anderson Cancer Center- TekSystem

April 2019 to July 2022

Troubleshoot problems related to hardware, software, peripherals, and networks and analyze problems related to the technical environment and offer sound technical solutions

Performs tasks of a large scope and resolves problems of a comprehensive and complex nature

Diagnoses and resolves system operation, hardware, software, and client problems

Performs advanced problem solving and assists on diverse clinical and business software applications and hardware systems for department customers

Performs routine hardware and software maintenance and assists in proper upkeep and utilization of systems

Provides LAN support

Monitors the call tracking system and prioritizes workload accordingly

Determines computer problems and coordinates hardware/software solutions

Plans, implements, tests, and troubleshoots system software and develops system solutions for operational problems

Provides customers with additional technical support as requested

Utilizes various software tools to monitor system performance

Utilizes various software tools for capacity planning

Utilizes various software tools for file management/maintenance and to adjust system operation parameters, as necessary

Deploys new computers and printers to replace hardware due for lifecycle and provide hardware to new customers

Prepares hardware for deployment and tracking and coordination with the Inventory Control Specialist to pick up and deliver equipment to remote sites

Coordinates time with customers for scouting and deployment of hardware

Coordinates activities with the Service Desk, network services, or other Information Services groups as appropriate

Completes a detailed deployment sheet for each computer/printer installed

Coordinates with customers for equipment testing and signing off the paperwork

Turns in the deployment's paperwork to supervisor

Communicates working status to manager and/or customers

Works in conjunction with Facilities Planning & Development to facilitate organization moves and restructuring where workstations and printers are involved

Assists in other areas as technical resources are needed

Provides telecommunication operational support

Performs moves, adds and changes of voice terminals, peripherals & adjuncts including software, hardware, overhead paging, peripherals & special circuits

Coordinates activities with Telecommunications Project Coordinators, IS Workstation Support and Facilities Planning and Development as required to meet customer needs or agreed-upon schedules

Responds to and resolve customer reported problems with telephones and adjuncts

Provides second level technical support by addressing and resolving customer’s telephone and voicemail questions and concerns

Determines and implements the most appropriate resolution to customer’s needs based upon departmental standards, business needs and other factors

Manages all activities to meet established service levels and priorities

Collaborates with IS Service Desk and Level 3 support to ensure all incidents and requests are properly prioritized and service levels are met

Ensures knowledge articles are created or updated and submitted for approval according to IS procedures

Maintains the security, integrity, and cleanliness of all switch rooms, wiring closets and storerooms

Collaborates with other tenants of these spaces, including IS Networking, IS Computer Operations, Security and Biomed to address deficiencies and maintain these spaces in a neat and orderly manner

Maintains equipment inventories, including phone sets, circuit packs, cables, cords, handsets, headsets, etc

Determines required inventory minimums based upon user demand and past usage patterns

Requests vendor quotes for needed materials and submit requisitions for manager’s approval

Participates in projects with teams

Serves as a project member for technology projects with large scope and broad impact, directing and integrating the work of technical staff members

Documents projects, writes, and maintains customer instructions

Provides detailed project plans, and includes other departments appropriately

Ensures acceptable levels of systems performance

Provides in-depth technical assistance and maintenance support to departmental customers

Provides individual and/or group computer hardware and software trainings

Identifies computer hardware and software problems and provides technical guidance to customers

Develops and maintains technical and industry knowledge

Undertakes development activities and participates in team training exercises

Maintains a broad knowledge of current technological developments/trends in area of expertise

Provides training, documentation and general information to other analysts as needed

Provides reports and other necessary information as assigned by the supervisor by assigned deadline

Assists in development and maintenance of group’s statistical reports

Provides management with reports and graphics depicting the current group’s performance with emphasis on improvement

Utilizes technical vendors, internet, and other media to gather information pertaining to complex installs or configurations

Prioritizes and plans work activities with other groups as appropriate

Collects information to analyze and evaluate existing or proposed systems

Contributes to the team approach for solving technical challenges; shares expertise with others on the team

Communicates changes and progress with team and management

Installs network hardware

Orders equipment conducts initial testing and configuration

Installs network equipment and coordinates the installation and advanced configuration of network equipment

Epic Trainer Orlando, Florida

CSI Healthcare It

EPIC Go Live- Cadence/Grand Central

March 2022 to PRN

Training users on Epic System

Assist with development and implementation of Epic training

Assist with developing and maintaining training materials

Troubleshoot issues with healthcare software users to achieve their needed action

Prioritize tasks, support calls, software issues by urgency and impact to users

Provide security clearance for user including registration, login, and permissions

IT help desk ticket routing to appropriate team for a solution

Create and maintain user profiles for 3rd party sites, such as BCBS, Humana, and Navient

Provide support for Appointment Conversion events for roughly 200+ user

Provide elbow and phone support for Implementation Go-Lives

Ensure training content is taught appropriately

Assists the end users on documenting encounters

Train and educate users on system functions and capabilities

Imagine Tech/ Device reset team Sugarland, Texas

ChampionX Oil Company- Insight Global

April 2019 to Jan 2022

Submitting tickets

Password resets

Imaging devices

File transferring from old device to new devices

Calling users for upgrade or PC reset

IT Field Tech Houston, Texas

Houston Independent School District –Insight Global

August 2020 to April 2021

Tier 1 technical support

Tier 1 experience with desktop operating systems including Windows, Mac, and Chrome

Remote and Desktop support to students, teachers and staff

District deployment of laptops and Chromebooks: unpacking equipment, inspecting, asset management/inventory control cleaning and disinfecting for distribution.

Provides timely resolution of problems or escalation on behalf of customers to appropriate personnel and provide status updates to management and end-users.

Install and upgrade software on new hardware

Image and reimage students’ devices (Laptops, Chromebook, and iPad)

Install printers

Utilize ticket system to prioritize request

Knowledge of policies and procedures

Maintain asset inventory

Hardware warranty

Use of Footprint Service Core (ticket system)

Microsoft teams

Network Asset Control Tech - Houston Texas

MD Anderson Cancer Center- TekSystem

April 2019 to March 2020

Coordinated with multi-sites and citywide Network Authentication initiative to increase security posture.

The network properly authenticated network Consists of over 23,000 users that I successfully insured.

Monitored day-to-day activities to meet timelines. Generated daily reports and briefed Managed the tickets in the Cherwell que and routed to corrected teams.

IT System Analyst Houston, Texas

CHI St. Luke's Episcopal Health System

March 2007- April 2017

Completed monthly report of hardware for each department when requested.

ITS Procurement

Responsibilities include maintaining and auditing equipment identification and location through regular

staff visits; ensuring all equipment is received, tagged, inspected and delivered to the proper end user.

Strong verbal and written communication skills

Purchased hardware through Kaufman Hall Client. Service Now experience

Received incoming Hardware for Texas Regional

Employee schedules

Monitors and controls inventory integrity and ensures effective resolutions for all departments.

Maintain Cherwell database properly record and all managed all hardware and software inventory for Texas Region.

Ensures the accuracy of entries of each department’s hardware.

Provide day-to-day phone support to client

Participated in Projects

Imaged hardware, Load O/S

Budget planning

Assist in settlement of A/R and A/P balances Researched and analyze discrepancy in purchases.

Ensure company was incompliance with Service Agreement Renewed software and hardware contracts

Proud to have saved the company over $100k in discrepancy.

Schedule develop test plans for hardware. Investigate usage of software.

Strong attention to details

Ability to work independently with minimum supervision

Document the “as is” the “to be” clinical/business processes

Inventoried Hardware before deployment.

Familiar with applicable operating systems used by the Hospital and data processing techniques practices

Familiar with a variety of hardware and software

Deployed Hardware to various departments throughout the company over 20 locations

Initiate the computer repair and guarantee work

Works well in fast-paced hospital setting

Verified equipment returns

Software and Hardware Asset management

Provide input to project implementation plan

Vendor assist on analyzing selections

All break fix, logistics control

Maintain storage inventory control and stock level

Hardware inventory (Laptop, Pc’s and Peripherals, Printer, Scanners, Carts, Ext.

Provides input to project implementation plan

Evaluates business procedures and problems for process improvement

Performed application maintenance activities on IS supported applications

Coordinated the upgrade schedules with vendors and users across the Integrated Delivery System

Maintained quotes needed and scheduled deliveries.

Assist in end of year budget

Detail oriented and organized

Maintained the necessary stock level of hardware

Coordinated the RMA with Materials Management

Managed Database files

Provided support and assistance with audits.

Managed expenses over 1m dollars in capital projects.

Fulfill requirements of IT policies and procedures.

IT Helpdesk/IT Support Analyst Houston, Texas

CHI St. Luke's Episcopal Health System

May 2000-March -2007

Maintain Cherwell Database properly recorded, and all managed all hardware and software inventory for Texas Region.

Ensures the accuracy of entries of each department’s hardware.

Help Desk Support

Password reset

Maintain ticket que

First call resolution

Troubleshoot calls for desktops, printer and laptops

Maintain Service Desk records in appropriate documentation systems.

Provide day-to-day phone support to clients.

Participated in Projects as needed.

Detailed Oriented and organized

Works well in fast-paced hospital setting

Provides input to project implementation plan

Strong attention to details

Support Network issues and escalate as needed.

Team Lead on rollout deployment of hardware.

Installed hardware and software

Configure and maintain support and operational process

Provide great customer service across the company.

Document the “as is” the “to be” clinical/business processes

Service Now experiences

Use remote support software to clients on their computers.

Image and build out Desktop and Laptops.

Supports handheld devices.

Interact within various levels of management to resolve issue.

Vendor management

Provide department moves from multiple locations

Understanding the call management procedure and escalate problems in a timely manner.

Strong verbal and written communication skills

Active Directory

Assists in developing, implementing, and maintaining an ongoing IT security awareness and employee training program

Provides technical assistance in the selection, configuration, and maintenance of security software, utilities and hardware of routine to moderate complexity

Assists in the development of technical security standards to support policies including assisting in creating and coordinating monitoring standards and incident investigation procedures

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