Support Specialist Help Desk
Resume:
Eric Henry Page
**********@*****.***
Summary:
Providing Help desk support and remote assistance for end users on a variety of different applications such as Outlook, Word, Excel, Office 365 and Citrix remote apps.
Troubleshooting any issues that may occur on computers on the network to determine the best resolution possible
Supported Vanguard around 20k clients from all around the world via in bound phone system and created a trouble ticket for each call.
Assist with training staff in creating referrals Ensure all client information is properly documented into the Claimtrak system for future reference.
Training supervisors in making record changes in ClaimTrak and providing support when they are unsure how to make corrections in the HER.
Troubleshooted all in bound calls as tier 1 and would triage all tickets as an attempted to resolve the issue by 1 call.
Applications supported and trained: Lotus Notes, Rumba Mainframe, Crave, Genesys audio, Avaya softphone, WmWare Horizon Client, RSA/Cisco any connect VPN, Windows 10, Microsoft 365 suite, RSA console, BitLocker Recovery, Provisioning Manager, Active Directory, ID vault, Workspace One Mobile apps, Microsoft Teams.
Reroute all incoming calls to appropriate Community Bridges site Managed and coordinated all transport of clients to, from and within Community Bridges sites.
The first Systems Support staff to have completed and successfully resolved over 10,000 tickets for the CBI agency.
Skills:
Helpdesk Support
Microsoft Word
Ticketing
RSA/Cisco
VPN/ RSA Console
Lotus Notes
Field IT Support
Remote Helpdesk
Excel, PowerPoint.
Windows 7 and 10 operating systems
Citrix XenApp Remote applications
Windows 8 Server
Troubleshooting
Office 365
Methasoft
ClaimTrak
Nextgen HER
ID Vault
Experience:
Vanguard Jan 22 – Present
Service Desk Technician
Duties and Responsibilities:
Supported Vanguard around 20k clients from all around the world via in bound phone system and created a trouble ticket for each call.
Troubleshooted all in bound calls as tier 1 and would triage all tickets as an attempted to resolve the issue by 1 call.
Analyze unresolvable tickets for tier 1 and properly escalate the INC to the correct group and would follow up / work with tier 2 staff to help resolve ongoing issues.
Answered on average of 25-30 service desk calls per day.
Installed software on machines with PowerShell and CMD that did not pass the automated software installation process.
Triaged MAC support line for initial troubleshooting
Managed password resets for a large number of different databases like Vista, Vast, DB2, Kerberos Linux, Mainframe, Centerfield.
Applications supported and trained: Lotus Notes, Rumba Mainframe, Crave, Genesys audio, Avaya softphone, WmWare Horizon Client, RSA/Cisco any connect VPN, Windows 10, Microsoft 365 suite, RSA console, BitLocker Recovery, Provisioning Manager, Active Directory, ID vault, Workspace One Mobile apps, Microsoft Teams.
Community Bridges Mar 13 – Jan 21
Service Desk/ Systems Support Analyst
Duties and Responsibilities:
Providing Help desk support and remote assistance for end users on a variety of different applications such as Outlook, Word, Excel, Office 365 and Citrix remote apps.
Troubleshooting any issues that may occur on computers on the network to determine the best resolution possible
Training supervisors in making record changes in ClaimTrak and providing support when they are unsure how to make corrections in the EHR.
Participating in New Employee Orientation by training new users on how to use our CyraCom Video Remote Interpreting Service and providing IT training to new users going over the basics of CBI’s computer systems.
Traveling to our different site locations to provide onsite IT support.
Preparing new equipment such as laptops, cell phones, and desktop computers for end user deployment and provided new user training.
Assisting the network admin team to ensure our network and phone systems are functional. Working with directors and VP’s to ensure all there IT needs are met.
Supporting the Topaz project team with the development of our new EHR system by compiling information from our current EHR system for integration.
Successfully implemented the Topaz EHR system and was a key player during the “Go Live” process.
Applying ongoing training with Topaz changes and updates.
Assisted the Help Desk manager to review resumes and provide new hire interviews.
Provided training and Help Desk support for the Methasoft application.
Community Bridges Aug 11 – Mar 13
Navigator Peer Support Specialist
Duties and Responsibilities:
Travel to sites to work directly with clients to educate them about services offered by Navigator program Build rapport with clients to create warm environment.
Work one-on-one in creating an individualized aftercare plan involving treatment and other necessary services.
Interview and determine which clients are in most need of services and create referrals Assist current staff with interviews.
Assist with training staff in creating referrals Ensure all client information is properly documented into the Claimtrak system for future reference.
Maintain and update all client charts to ensure disenrollment of clients are completed.
Update Metric Excel spreadsheet daily and submit monthly to ensure Magellan receives accurate patient information.
Community Bridges Sep 10 – Aug 11
Access to Care Peer Support Specialist
Duties and Responsibilities:
Opened Access to Care phone system Trained new staff on proper phone etiquette and policies and procedures.
Receive all incoming calls to assist all future clients with referrals to crisis services and detox services.
Reroute all incoming calls to appropriate Community Bridges site Managed and coordinated all transport of clients to, from and within Community Bridges sites.
Special Education Assist training CPR and first aid certification.
Cultural competencies Peer support specialist.
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