Help Desk Information Technology

Vince Hennessee

469-***-**** Richardson, TX ***********@*****.***

Employment History

Helpdesk Analyst Tier I at HCLTech (Quest Diagnostics) Skills

June 2023-Jan 2025 Help Desk

Brought on through HCL Tech to perform the same duties described Printer/Label Printer

below. Troubleshooting

User Accounts

Helpdesk Analyst Tier I at Quest Diagnostics/Tek-Systems Problem Solving

Aug 2008-June 2023 Active Directory

Performed password resets for clients. Updated user role to clinician Information Technology

status with physician approval. Setup site visits where troubleshooting Diagnostic Skills

went beyond first tier support or if previous troubleshooting had been Microsoft Office

done and the client is requesting a site visit for connectivity issues

with the printer, label printer, or the internet. Directed users to power

off the router, cradle point, and network switch, and then power up

each device in a specified order using a time delayed sequence in

between each device when restoring internet connectivity. Directed

the user to restart the computer to verify that the internet connectivity

was restored. Used direct ship in place of site visits for clients who

had some working knowledge of connecting computers and printers.

Logged into the hub to verify reporting status of results. Walked clients

through setting up user accounts for Quanum access. Directed clients

/users on submitting patient lab orders. Performed Autoreceive

troubleshooting to verify that it was installed and running. Performed

printer verification test and redownloaded reports to the printer via

autoreceive. Also redownloaded results to the client’s

computer to receive results electronically via autoreceive. Transferred

calls to MyQuest support for patient support related issues. Associated

interactions to master tickets for known issues. Performed service

requests when needed. Took between 18 to 30 calls a day depending

on the troubleshooting and the nature of the issue. Started back at

Quest through Tek-Systems in August of 2015 to June 2023 doing the

same duties described above.

EDUCATION

Bachelor of Science in Computer Information Systems, Irving, TX

DEVRY University

June 1992

Hardware/Software Skillset:

Care360/Quanum: Performed website support to answer how-to questions from clients and Quest employees.

Oki Data Teleprinter/ HP Printer: Walked clients through troubleshooting steps to restore auto printing of results.

Dymo Label Printer: Walked clients through troubleshooting steps to restore label printing when labels were no longer printing out.

Virtual Desktop (VMWare): Directed clients to perform troubleshooting steps to restore virtual desktop functionality up to and including reinstalling the application remotely.

Active Directory: Used active directory to verify Quest employees to reset their passwords.

The next three items that were supported used a delayed timing sequence to restore internet connectivity where one device would be unplugged at a time and then when powering back up, a thirty second delay would be used in between each device to ensure that each device was receiving a full power cycle before the next one was connected and powered up. Usually the router would be powered up first, then the cradle point would be powered up once the router completed its power cycle, then the network switch would be powered up once the cradle point completed its power cycle. Once all three devices were powered up, then the computer would be restarted/powered up and then the internet connectivity would be verified that it was restored.

Router

Cradle Point

Network Switch

Autoreceive: Remotely assisted users in restoring the autoreporting functionality for the results when the results were no longer printing. Sometimes this would include having to remotely reinstall the application to the computer.

User Role Provisioning: Upon employment verification of the user, user role update would be done to allow for them to submit lab/supply orders.

Password Reset: Performed password resets for users upon verification when their password was forgotten.

New User Registration: Assisted new users in setting up their accounts for system access.

Service Now: Documented tickets for resolution, escalation, and monitoring of escalated issues.

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