It Support Customer Service

NICOLE SPIELMAN

Merced, ***** CA 209-***-**** ***********@*****.***

CAREER SUMMARY

Goal-oriented IT professional with extensive experience in Healthcare IT support and operations management. Adept at deploying and maintaining complex IT infrastructures, ensuring system reliability, and optimizing service delivery. Proven expertise in managing large-scale projects, including EHR implementations and network upgrades, while maintaining compliance with healthcare standards. Skilled in troubleshooting hardware/software issues and improving workflows for clinical and administrative teams. Strong leadership in mentoring teams, managing vendor relationships, and driving operational efficiencies. Committed to enhancing user satisfaction through high-quality support and timely issue resolution. Focused on continuous improvement and alignment of IT solutions with organizational goals. Experienced in fostering collaboration across departments to deliver seamless IT services.

CORE COMPETENCIES

Healthcare IT compliance EHR Systems IT Support & Incident Resolution IT Service Management (ITSM) HIPAA Compliance Electronic Health Records (EHR) Support Remote IT Support IT Infrastructure Management Systems Integration IT Project Management Vendor Management Process Improvement Secure Access Management Endpoint Management Network Infrastructure Cross-functional Leadership Asset & Inventory Management Hardware & Software Deployment Windows OS ServiceNow Healthcare IT Solutions Cost Optimization ManageEngine

PROFESSIONAL EXPERIENCE

Desktop Support Team Lead May 8,2023 to August 30, 2024

Stefanini Hilmar, CA

Steer and guide a team of five Desktop Support specialists to ensure exceptional IT support for 500 end users. Supervise ticket management, customer service, triage, and escalation processes. Deliver top-tier support for senior executives and VIPs. Perform annual performance appraisals and conduct monthly individual meetings for coaching and professional growth. Establish and refine policies, standards, and frameworks for IT operations and support. Collaborate with recruitment and HR departments for smooth onboarding and offboarding experiences for new and departing staff. Provided support for both Windows and MacOS environments, ensuring seamless operation and user satisfaction. Utilized Microsoft 365 for collaboration and productivity, and managed support tickets through ManageEngine to track and resolve issues efficiently.

Key Responsibilities:

• Implemented process enhancements in IT operations, support, and service management to boost workflow efficiency.

• Successfully managed remote teams across multiple states, including onboarding new team members in Texas and Kansas, ensuring seamless collaboration and consistent support operations

• Coordinated the deployment of 100 desktops and 40 laptops to a new site.

IT Site Leader November 1,2022 to May 1,2023

Dignity Health Merced, CA

Directed IT service delivery across multi-site healthcare facilities, ensuring seamless integration of clinical systems, electronic health records (EHR), and telehealth technologies, enhancing patient care delivery.

Key Responsibilities:

• Spearheaded the deployment of a $1.1M unified communications infrastructure, improving cross-site collaboration for 1,100 healthcare professionals, while minimizing operational disruptions.

• Achieved significant cost savings by optimizing procurement processes, renegotiating vendor

contracts, and aligning technology investments with organizational objectives, reducing monthly expenses by 20%.

• Led cross-functional teams in implementing secure IT infrastructures that ensured HIPAA compliance,

protecting sensitive patient data across rural health clinics and outpatient centers.

• Designed and managed capital budgets exceeding $1M annually, prioritizing investments in advanced healthcare IT solutions to meet evolving clinical and operational needs.

• Streamlined IT service delivery by introducing proactive system monitoring and predictive

maintenance protocols, reducing downtime by 30% in critical care environments.

• Partnered with clinical leadership to deploy innovative health IT solutions, including remote patient monitoring systems and advanced imaging technologies, improving clinical workflows and patient outcomes.

End-User Services Senior Specialist/Team Lead September 30,2012 to October 31, 2022

Dignity Health Merced, CA

Delivered seamless IT support during three EHR go-lives, resolving critical technical issues, and enabling uninterrupted clinical workflows, achieving a 98% system uptime during transitions. Provided support for both Windows and MacOS environments, ensuring seamless operation and user satisfaction. Utilized Microsoft 365 for collaboration and productivity, and managed support tickets through ServiceNow to track and resolve issues efficiently.

Key Responsibilities:

• Led end-to-end upgrades for Windows operating systems across 1,600 workstations, reducing deployment timelines by 25% and minimizing impact on healthcare operations.

• Partnered with clinicians to identify and resolve technology pain points, optimizing workflows, and

enhancing satisfaction with IT service delivery in high-pressure healthcare environments.

• Spearheaded the implementation of ITSM best practices as a ServiceNow super user, improving incident resolution efficiency and aligning support services with healthcare industry standards.

• Enhanced operational efficiency by introducing automation in end-user services, streamlining user

migration processes and maintaining high standards of data security in compliance with healthcare regulations.

• Improved system performance and security by managing hardware upgrades and implementing single

sign-on procedures, simplifying access to critical healthcare applications.

• Coordinated cross-functional teams to deploy network infrastructure upgrades, ensuring robust connectivity and reliable support for clinical and administrative systems.

End User Services Tech II July 29,2009 to September 30,2012

Dignity Health Merced CA/San Andreas, CA

Delivered IT systems for Mark Twain Hospital and five rural clinics, ensuring seamless operation of clinical and administrative systems, and reducing system downtime by 20% to support critical healthcare workflows. Provided support for both Windows and MacOS environments, ensuring seamless operation and user satisfaction. Utilized Microsoft 365 for collaboration and productivity, and managed support tickets through a Remedy to track and resolve issues efficiently.

Key Responsibilities:

• Installed, configured, and maintained hardware and software solutions for over 500 end users, aligning IT service delivery with the demands of fast-paced healthcare environments.

• Collaborated with LAN administrators to implement secure network configurations, enhancing

connectivity, and safeguarding patient data in compliance with HIPAA regulations.

• Streamlined technical issue resolution by developing step-by-step guides for common hardware and software issues, improving end-user satisfaction, and reducing resolution times.

• Managed deployment of desktop systems and peripherals, adhering to project deadlines and minimizing disruptions during system upgrades and replacements.

• Provided training and guidance to medical and administrative staff on IT tools, fostering effective use

of healthcare technology and improving overall efficiency.

• Maintained detailed documentation for hardware, software, and network configurations, ensuring quick access to critical technical information during system troubleshooting.

EDUCATION

Associate of Arts: Business

University of Phoenix

CERTIFICATIONS

• ITILv3 Certified

• Dell Online Self Dispatch Desktop Certification

•Dell Online Self Dispatch Notebook Certification

•Leading in Tough Times1: Preparing to Manage Tough Times Course Completion

•Excellence in Customer Satisfaction Course Completion

•A+ Certification Course (140 hrs)

•Network Plus Certification Course (35 hrs)

•Migration from Windows NT to Widows 2000

•Implementing Microsoft Windows Directory Services

•Microsoft Windows 2000 Network and Operating System Essentials

•Implementing Microsoft Windows 2000 Professional and Server

•Implementing Microsoft Windows 2000 Network Infrastructure

•Foundations/I Net

TRAINING

• Challenges of Leader

• Conflict Resolution

• Values & Ethics

• Team Building

ACCOMPLISHMENTS

Values in Action Team Award, Dignity Health, 2017 Making Difference Award (10)

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