User Support Technician

Elizabeth Reyes

***** ******** ********* **., *****, TX 78653 512-***-**** **********@*****.*** Linkedin PROFILE SUMMARY

Dedicated IT User Support Technician II with over 10 years of experience in providing comprehensive user support for workstations, applications, peripherals, and hardware. Skilled in troubleshooting and resolving complex technical issues both remotely and in person, with a strong focus on customer satisfaction. Proven track record of managing service requests, incidents, and problems effectively, serving as the initial triage for technical teams. Adept at working in fast-paced environments and providing clear communication through telephone and email. Fluent in English and Spanish, offering bilingual support to diverse user groups. Proficient in Active Directory, O365 Exchange Admin Center, and various support ticketing systems, ensuring seamless operations and efficient issue resolution. Committed to continuous improvement and delivering exceptional user experiences. SKILLS HIGHLIGHTS

Time Management

Professional Demeanor

Quick Learner

Embraces Challenges

Detail Oriented

High Accuracy

Analytical Thinking

Team Work

Software Demonstrations

Hardware Functionality

Effective Communication

Written Communication

Adaptability Skills

Change Management

Relationship Building

Team Collaboration

Technical Documentation

Problem Solver

CORE COMPETENCIES

Demonstrating patience and professionalism while managing stressful situations to ensure effective outcomes.

Embracing learning opportunities and challenges to adapt quickly to new responsibilities and roles.

Exhibiting strong attention to detail and accuracy in all tasks to prevent errors.

Applying analytical thinking and problem-solving skills to identify and resolve technical issues efficiently.

Performing software demonstrations and explaining hardware functionality to users with diverse technical knowledge.

Communicating complex technical information clearly and effectively to both technical and non-technical individuals.

Adapting to organizational changes and responding positively to evolving work environments and requirements.

Building and maintaining strong relationships with customers, leadership, peers, and team members for effective collaboration.

Reading, writing, and interpreting technical documentation to ensure proper understanding and application of procedures. WORK EXPERIENCE

User Support Tech II July 2021 – September 2023

Central Health, Austin, TX

Create and manage user accounts in Active Directory and O365 Exchange Admin Center.

Modify network folders, permissions, and RingCentral accounts as per user needs.

Provide remote and phone support; document issue resolutions and user assistance.

Monitor and address issues via the User Support ticketing system; escalate when necessary.

Assist with the maintenance and updates of operating systems and end-user software. User Support - Field Technician I March 2017 – July 2021 Central Health, Austin, TX

Provided technical support for hardware, software, and service issues on-site and remotely.

Resolved user issues through a ticketing system, ensuring timely technical support delivery.

Coordinated and deployed equipment for site projects, collaborating with project managers.

Troubleshot ongoing technical issues to find effective solutions and enhance system reliability.

Supported provisioning tasks, managing setup and configuration of user equipment. User Support - Clinical Applications Specialist March 2016 – March 2017 Central Health, Austin, TX

Diagnosed and resolved hardware and software issues on clinical workstations.

Provided on-call support and training to clinical staff during system upgrades.

Managed NextGen EPM and EHR helpdesk requests, offering timely technical assistance.

Documented resolutions for common helpdesk issues to streamline future troubleshooting.

Deployed and configured kiosks across various CommUnityCare sites for enhanced service. Medical Admitting Clerk (Verification/Insurance) November 2013 – March 2016 CommUnityCare, Austin, TX

Collected patient data to determine eligibility for Ryan White-funded health programs.

Ensured strict compliance with HIPAA regulations and company confidentiality policies.

Managed verification processes and maintained accurate patient records and documentation.

Completed assigned projects and tasks, consistently meeting departmental performance standards.

Provided exceptional customer service, resolving inquiries and issues efficiently. Program Technician II June 2011 – August 2013

Maximus Inc., Austin, TX

Processed applications and renewals for the Children's Health Insurance Program (CHIP).

Evaluated eligibility criteria and updated the database with accurate applicant information.

Exceeded daily production quotas by optimizing the application review and approval process.

Identified potential Medicaid referrals, improving program reach and participant support.

Coordinated with team members to streamline workflow and improve service delivery. Receptionist February 2011 – March 2011

Progressive Home Health, Austin, TX

Managed incoming calls, scheduling appointments, and handling general patient inquiries.

Created and maintained spreadsheets for tracking patient information and payroll tasks.

Provided administrative support to office staff, enhancing overall office efficiency.

Assisted with patient status inquiries, ensuring timely communication and service delivery.

Excelled in assigned office duties, contributing to a well-organized work environment. Import Specialist I January 2010 – July 2010

Remedy Staffing Professionals, Austin, TX

Processed overseas orders, ensuring compliance with FDA regulations and standards.

Managed payments and data entry for purchase orders within the purchasing department.

Coordinated with vendors to facilitate smooth order processing and delivery.

Maintained accurate records of import transactions and regulatory compliance documents.

Provided administrative support, enhancing departmental efficiency and order accuracy. Customer Service Rep. I March 2009 – August 2010

ABC Home and Commercial Services, Austin, TX

Responded to customer inquiries, processed payments, and scheduled service appointments.

Assisted Spanish-speaking clients, ensuring clear communication and service provision.

Handled customer complaints and provided resolutions to improve customer satisfaction.

Managed service records and updated customer information in the company database.

Facilitated workflow and supported administrative tasks within the customer service department. Customer Service Rep. I February 2008 – July 2008

City of Round Rock, Round Rock, TX

Accounting Technician I September 2007 – February 2008 City of Round Rock, Round Rock, TX

Processed customer payments, managed accounts, and prepared daily bank deposits.

Verified payroll data and performed utility service request processing.

Entered financial data accurately, ensuring compliance with accounting standards.

Assisted with financial reporting and maintained organized accounting records.

Provided customer service support, handling inquiries and resolving service issues. Admin. Assistant/Clerical March 2007 – September 2007 Evins Personnel, Round Rock, TX

Managed payment processing, account crediting, and report preparation for the department.

Verified payroll timesheets and assisted with administrative duties as assigned.

Supported office operations, ensuring smooth workflow and efficient task completion.

Assisted with data entry and maintained organized records for accounting purposes.

Performed general clerical duties, contributing to the overall effectiveness of the team. Accounts Payable/Receivable March 2006 – March 2007 Austin Screen Printing, Austin, TX

Managed customer orders, invoicing, and balanced accounts for accurate financial reporting.

Conducted accounts payable tasks, ensuring timely payment processing and record accuracy.

Supported office operations, assisting with various administrative and financial duties.

Coordinated with customers and vendors to resolve billing and payment issues.

Maintained organized records of transactions and enhanced departmental efficiency. REFERENCES

Available upon request.

Contact this candidate