Help Desk Technical Support

Bernard Merchant **** SW **TH DR

Gainesville, FL. 32607

352-***-**** or 352-240-

3780

****************@****.***

Highly qualified IT Professional with a strong background in several areas of technical support and IT management/administration.

Employment and Experience:

Haven Hospice 1/2014 - 3/2023

System Administrator 2

● Peak point of escalation for the Haven help desk.

● Administering the servers, VMs, network, printers, and Cisco phone system for the entire Haven ecosystem.

● Cisco Finesse, Jabber, and Webex administration.

● Cisco Meraki Systems Manager MDM administration.

● Duo Mobile administration.

● EMR administration for Cerner, Roadnotes database, and Netsmart My Unity.

● Solarwinds Web HelpDesk administration.

Information Technology Team Lead

● Supervising the technical support team.

● Maintained workstations and printers.

● Assist system administrators with managing the servers and Haven network.

● Configuring and setting up Cisco desk phones and voicemails.

● Cerner EMR administration.

Computer Technician 2

● Maintained workstations and printers, provided technical assistance to computer users.

● Answered questions, resolved computer problems for clients.

● Cerner EMR troubleshooting.

● Tier2support for the help desk.

Computer Technician 1

● Provided technical assistance to users both in person and remotely.

● Reimaging, troubleshooting, software & hardware installations on PC hardware.

● Troubleshooting Microsoft Office/Office365 suite issues.

● Mapping network printers.

Robert Half Technology

Contractor \Temporary Computer Technician at Haven Hospice Family Radio LTD/Vybz FM, St. John's, Antigua 6/2010-1/2012 Help Desk Technician

● Maintained workstations and printers, provided technical assistance to computer users.

● Answered questions, resolved computer problems for clients.

● Assisted with managing the server and network, use of computer hardware, software, including installation, word processing, electronic mail and operating systems. Airport Services (ASA), St. John’s Antigua 9/2008-7/2009 Passenger Service Agent

● Meeting and greeting passengers.

● Checking in passengers.

● Customer service at the ticket counter, gate and baggage areas. Beachcomber Hotel, St. John's Antigua 10/2007-8/2007 Help Desk Technician/Front Desk

● Front desk check-in and assisting guests, maintaining, and troubleshooting problems with the workstations.

● Conducted computer diagnostics and training personnel. Education and Training:

New Horizons, Gainesville, FL. 3/2012-6/2013

Network Administrator: A+, Net+, Security+, MCP, MCSA, MCSE Christian Faith Academy/St. John's Antigua 7/2007

Information Technology

Antigua Barbuda International Institute of Tech, St. John's, Antigua 9/2007-7/2009 Network Engineering.

References will be provided upon request.

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