Help Desk Desktop Support

Melissa Graham

Lewistown, MT *****

406-***-**** - ***********@*****.***

Professional Summary

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Accomplishments

Supervised team of 4 staff members.

Achieved 50% increase in staff knowledge of phishing email attacks by introducing KnowBe4 software for cybersecurity training and phishing attacks email.

Achieved 50% more staff efficiency by implementing a POS system for cafeteria to reduce time staff spent checking out customers.

Implemented Help Desk Software Platform increasing Help Desk personnel time management and documentation of issues by 50%

Skills

Technical Troubleshooting

User Administration

Help Desk Setup

Analyst Training

Application Support

Operating System Maintenance

Documentation Experience

Remote Support Experience

Service Now

Fresh Service

Work History

07/2018 to 05/2025

IT Manager

Central Montana Medical Center (CMMC)

Managed user support, PCs, peripherals, servers, Active Directory, O365, Azure, networking and Avaya phone systems

Supervised staff, conducted interviews, and managed budgets

Collaborated with BioMed to set up patient care equipment

Implemented cyber security training for end users, PCI compliance, a disaster recovery plan, Multifactor Authentication, ticketing process for end user issues for tracking issues and personnel time

Created an inventory system for tracking computer equipment

Informed upper management about any outages that affect patient care

Ordered equipment with different vendors and third parties supporting our systems

09/2017 to 01/2018

IT Technologist

Central Montana Medical Center (CMMC)

Responsible for all end user support for all pc hardware, software, network printers, fax machines, copiers and helping with the phone system

Resolved computer hardware software and network issues

Learned healthcare technology terms and equipment

Implemented a queue management system for the registration staff

Assisted end users in learning how to use their equipment and software more effectively and conducted training classes for end users

04/2008 to 08/2017

Business System Admin I

Great Falls Tribune – Great Falls, MT

Responsible for all end user support for all pc hardware, network printers and copiers, all apple products to include iPhone, iPad and iMacs

Responsible for troubleshooting all hardware and software, mainframe connectivity and software

Assisted customers on billing issues and issues with their personal equipment and our electronic edition of paper

Created sequels on database programs, created access databases, excel spreadsheet and PowerPoint presentations. Setup wireless streaming to TVs for display stations

Education

High School

Hickman County High School - Clinton, KY

Graduated with a 3.8 GPA prior to joining the Air Force to become a Communications Computer System Operator

Certificate of Training from Homeland Security Cybersecurity and Infrastructure agency. Certified Health Care Security Officer Incident Command Workshop

Certified Healthcare Technology Professional Remote Support Admin Certificate

Certificate of Achievement Management and Leadership: Growing as a Manager

Certificate of Completion Infosec Introduction to Cybersecurity Foundations, Cybersecurity Foundations Operating System Foundations and Windows Command Line Foundations

COMMUNICATION

Developed and delivered presentations on Basic Windows operating systems functionality to end users, resulting in increased Windows basic skills and understanding.

Collaborated effectively with cross-functional teams to achieve successful domain consolidation with an affiliate company.

Prepared clear and concise reports, contributing to improved call reporting for improved customer service for patient access staff.

Provided constructive feedback to team members, improving performance by 35%.

LEADERSHIP

Secretary/Treasurer for Summer Solstice PRCA committee. Instrumental in setting up an organization for tax exempt status.

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