Technical Support Customer Service

Paul Sanders

IT Helpdesk Support Professional

******@*******.*** • 720-***-****

My Linkedin • Denver, CO

Experienced and highly skilled IT Helpdesk Support professional with extensive experience troubleshooting, technical support, and system maintenance within fast-paced, mission-critical environments. Track record in resolving complex technical issues, enhancing system functionality, and ensuring seamless operations for both internal teams and external clients. Adept at utilizing remote tools and providing hands-on technical support across a wide array of technologies, including networking, healthcare systems, and software solutions. Known for delivering outstanding customer service and contributing to high-performing teams through proactive problem-solving and process improvement. Strong background in supporting diverse systems, combined with a commitment to continuous professional growth and client satisfaction.

Areas of Expertise

Remote Desktop Support

Technical Issue Resolution

Helpdesk Troubleshooting

IT Training & Onboarding

Network Support & Maintenance

VPN Configuration & Support

Technical Documentation/Reporting

Wireless Network Troubleshooting

Customer Service Excellence

System Integration Solutions

Incident Management Process

Professional Experience

Centura Health/Common Spirit Health, Englewood, CO (10/2005 – 04/2025)

Customer Service Analyst II

Delivered expert technical support to internal employees and external physician offices and clinics, ensuring seamless integration of healthcare systems and optimized service delivery. Utilized advanced remote tools to resolve technical problems swiftly, reducing downtime and maintaining consistent, uninterrupted system functionality across all user levels. Collaborated cross-functionally to proactively address system issues, ensuring high-quality technical support and contributing to the smooth operation of healthcare services.

Diagnosed and resolved complex technical issues related to desktop, laptops, networks, network printing, Microsoft Office products, Meditech, Citrix, Epic and patient care systems.

Troubleshooting and maintenance of VPN and wireless networks, ensuring secure, stable, and efficient connections for remote work and healthcare operations.

Insured HIPPA complience for protection of Patient Health Information by enforcing security polices and procedures were followed by staff and physicians.

Led the training and onboarding of new associates on help desk operations, improving team efficiency and elevating service standards through comprehensive knowledge sharing.

Help Desk Technician MDC Holdings, Inc., Centennial, CO

Help Desk Analyst II Kaiser Permanente, Denver, CO

Education & Credentials

Bachelor of Science - Information Technology Management, Colorado Technical University, Englewood, CO

Associate of Occupation Studies - Electronics, ITT Technical Institute, Aurora, CO

Certifications

CompTIA A+ Certification HDI Certified Service Desk

Technical Proficiencies

Microsoft Office Suite Google Workspace VPN 2FA Tools Networks Active Directory (AD) Mobile Devices Windows 10 & 11 printers Internet Browsers Laptops Desktops Apple IOS Android AS400 Service Now Service Manger Magic Epic Meditech SCCM Beyond Trust RDP Secure Browsers PACS Data Innovations (Lab Instruments) WellSky Rovers VDI Vmware Bar Code scanners Document Scanners Pyxis Lenel Milestone Imprivata Lawson Careport/Allscripts

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