Field Service It Support

Diona Waggoner

*****.********@*****.*** 480-***-**** Fox River Grove, IL Linkedin.com/in/diona-waggoner SUMMARY

Seasoned IT professional with 9 years of experience, including extensive field service engineering and technical lead roles. Skilled in project management, customer relationship management, and training staff on medical devices. Seeking a Field Service Representative position, bringing a strong background in IT support, hardware/software troubleshooting, and process documentation.

WORK EXPERIENCE

AppLabs Mason, OH

Contractor – FSO/IT Support Nov 2023 - Present

• Maintain IT Service Management standards by adhering to ITIL processes and promptly addressing service tickets, ensuring compliance with Service Level Agreements (SLAs).

• Configure and deploy hardware and software including PCs, laptops, mobile devices, and network equipment, while providing hands-on support for data center operations.

• Diagnose and resolve a broad range of technical issues, from network connectivity to hardware and software malfunctions, enhancing overall system reliability.

• Develop and maintain process documentation and knowledge base articles, contributing to asset management tasks and delivering high-quality customer support.

Novasyte

Contractor — Field Service Engineer/Technical Lead Dec 2021 - Mar 2023

• Led installation and preparation of medical machinery across U.S. hospitals, ensuring operational readiness and adherence to safety protocols.

• Conducted comprehensive training sessions for pharmacy and nursing staff on the utilization of Pyxis and Alaris devices, enhancing user competence and patient care efficiency.

• Managed and mentored local technical teams, fostering skill development and providing expert support for customer inquiries and technical issues.

Wipro for Abbott

Contractor — Desktop Engineer Lead Mar 2021 - Dec 2021

• Provided comprehensive support for hardware and software issues, including troubleshooting, imaging, and repairing a range of devices such as laptops, thin clients, and printers, ensuring minimal downtime for users.

• Managed server infrastructure by offering server support, executing racking procedures, and maintaining accurate equipment inventory to uphold system integrity and operational efficiency.

• Administered mobile device management for iOS and Android platforms, configuring network setup and resolving synchronization problems to enhance mobile workforce productivity. Wipro for Honda

Contractor — System Engineer (Lotus Notes & Domino Lead) Jun 2020 - Mar 2021

• Administered Lotus Notes, ensuring efficient operation and maintenance of the global infrastructure through account management, recertification, and resolution of both client and server issues.

• Executed project management duties for server consolidation, enhancing system efficiency and reliability.

• Provided third-level support for the service desk, resolving user inquiries and documenting issues within the ticketing system.

Insight Global for CompuCom at Unisys/GE/Boeing

Contractor — Desktop Support Analyst Jan 2020 - Mar 2020

• Provided comprehensive desktop support, managing hardware and software issues, and facilitated laptop upgrades, contributing to the maintenance of critical operational systems.

• Effectively resolved a variety of technical requests for printers and user training, utilizing a ticketing system to ensure timely and efficient service delivery across multiple facilities. Insight Global at GS1 US & 1WorldSync

Contractor — Technical Support Analyst Sep 2019 - Dec 2019

• Provided comprehensive technical support, resolving various software, hardware, and peripheral issues, ensuring minimal downtime and maintaining business continuity.

• Successfully transitioned all user systems to Windows 10 1903 and migrated email and productivity platforms to Microsoft Office 365, enhancing operational efficiency.

• Implemented PDQ Asset Management Tool for process optimization, conducted managerial staff hardware upgrades, and improved organizational documentation and storage room labeling for streamlined asset management.

CDO Technologies at Dayton Public Schools

Lotus Notes/Domino Admin/Developer & BA Sep 2018 - Sep 2019

• Managed the maintenance and enhancement of intranet tools and databases, ensuring the reliability and efficiency of educational resources for teachers and staff.

• Conducted comprehensive support for Domino infrastructure, including server patching, upgrades, and monitoring, while implementing process improvements to maintain server health and adopt industry best practices.

• Developed and troubleshot databases, facilitated user training, and fostered customer relationships, alongside designing a modernized Intranet using CSS, HTML, and Google Sites. IT Associates at Menasha Packaging

Business Application Specialist Jul 2018 - Sep 2018

• Provided comprehensive first-level support by documenting user issues, ensuring efficient ticketing and resolution coordination with project management.

• Enhanced internal IT operations through the development of training materials, delivery of over-the-phone user training, and execution of process improvements for reporting and analysis functions. Medix at Bellin Health

Desktop Support Analyst Apr 2018 - Jun 2018

• Managed the configuration and deployment of various computing devices, ensuring efficient transition and minimal disruption to hospital operations.

• Provided comprehensive technical support for incidents, mobile devices, and printers, contributing to the maintenance of consistent healthcare services.

Revolution Technologies for Lexmark at Kohler, Co. Service Operations Manager Apr 2017 - Apr 2018

• Oversaw the Lexmark account at Kohler Company, ensuring successful problem resolution, maintenance of client relationships, and delivery of consistent, high-quality service.

• Orchestrated project management activities including staging, rollout, order tracking, asset management, and incident resolution, culminating in an efficient deployment in April 2017.

• Conducted comprehensive training for end-users and developed documentation, while also facilitating repairs for a range of printing devices and providing critical software support, leading to recognition as the first vendor to receive the "Brand Ambassador Award" for exceptional service. Hutchinson Regional Medical Center

Lotus Notes Developer/Consultant CONTRACTOR 2013 - 2015

• Designed a comprehensive accounts payable and order processing database using Notes/Domino, streamlining financial operations.

• Successfully managed a project with a contract value of $2 million, ensuring timely and within-budget delivery. Rural Metro

IBM Tivoli/Lotus Notes Consultant 2W - Scottsdale, AZ

• Efficiently restored Domino databases utilizing Tivoli to meet legal requirements, completing the project in half the allocated time.

• Demonstrated strong time management and technical skills by delivering database restoration tasks within a condensed two-week timeframe.

City of Phoenix

Lotus Notes & Domino Server Administrator 1Y - Phoenix, AZ

• Managed the email infrastructure, ensuring seamless communication and SPAM filtering for essential services including Police and Fire departments.

• Facilitated a smooth transition of the email system from Lotus Notes & Domino Server to Exchange, aligning with organizational upgrade plans.

Abrazo Health Care/Phoenix Baptist Hospital

Technical Support Analyst Apr 2024 - Phoenix, AZ

• Provided comprehensive technical support, resolving a broad range of computer-related issues for staff members.

• Delivered tailored training sessions to enhance employee proficiency with hospital-specific software and systems.

• Maintained consistent availability to address urgent technical needs, ensuring minimal disruption to hospital operations.

SKILLS

Remedy • Jira • Triactive • Salesforce • ServiceNow • ZenDesk • FMX • TeamViewer • LogMeIn • RDP • RealVNC

• Chrome Remote Desktop • Active Directory • Office 365, 2016, 2013, 2007, 2000, XP • Office Products: Teams, Word, Excel, PowerPoint, OneNote, OneDrive, SharePoint, Outlook, OneDrive, Visio • Gmail, Drive, Calendar, Sites, Forms • Sophos, Symantec Endpoint Protection, Malwarebytes, Avast • (Inventory and Deploy) SCCM • Linux, Putty, CA Service Desk Manager, Adobe Acrobat Professional, Adobe Photoshop, SnagIT, Camtasia, iOS, Android, CSS, HTML • Notes Client & Domino Server Administrator • Designer (6.5x-9.x), Formula, Basic LotusScript • All Physical Components Of: Laptops, Desktops, Tablets, Thin Clients, Minis. Peripherals, Switches, Printers, Printer Repair, Smart Phones • Medical Equipment • Set-Up and Installation of Pyxis Products. Repair of Alaris Infusion Pumps.

• BD Pyxis™ Anesthesia Station ES • BD Pyxis™ CIISafe • BD Pyxis™ MedStation™ ES • BD Alaris™ PC Unit

• Alaris™ Pump Module • Alaris™ PCA Module • Alaris™ EtCO2 Module • Alaris™ Syringe Module • Windows Servers • Microsoft OS • Microsoft 365 • Mechanical aptitude • Inventory management • Computer proficiency • Time management • Technical troubleshooting

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