It Support Customer Service

David Perry

Morrisville, PA ***** 215-***-**** **********@******.*** linkedin.com/in/david-perry-a0834a191/

Results-driven IT and Telecom Specialist with 20+ years of progressive experience delivering enterprise-level support, infrastructure optimization, and technical solutions in healthcare environments. Recognized for expertise in PC/laptop repair, system reimaging, phone system management, and cross-platform support spanning Windows and Google OS. Trusted partner to leadership and staff, with a strong record of improving reliability, reducing downtime, and providing exceptional customer service. Adept at vendor coordination, training technicians and implementing innovative IT initiatives that result in operational efficiency and user satisfaction. Skilled at supporting large user bases across multiple facilities, balancing hands-on technical work with strategic process improvements.

Core Expertise

PC Repair Laptop Repair Printer Repair Hardware Diagnosis Software Troubleshooting Windows OS Support (98–11) Google OS Support Telecom Systems Management Phone System Support Remote IT Support Onsite IT Support Network Equipment Support Cabling Management Vendor Management Copier & Scanner Support Reimaging Deployment Wireless Network Implementation IT Infrastructure Optimization Inventory Coordination Supply Chain Management Customer Service Problem Solving Team Training Mentorship Communication User Support Relationship Building

Computer & Technical Skills: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Professional Experience

Sr. Voice Technical Analyst Genesis Health Care, Langhorne, PA Jan 2024 – Dec 2024

Provided remote and on-site support for nationwide phone systems, ensuring reliable communication and minimizing service disruptions.

Supported the largest number of facilities in the IT group, delivering consistent, high-quality service trusted by staff & leadership.

First IT Field Services tech to test and implement PC reimaging, later led beta testing for remote reimaging across company sites.

Provided technical support for Windows OS from 98–11 and assisted in Google OS rollout, ensuring seamless cross-platform adoption.

Maintained and troubleshot PCs, laptops, printers, copiers, and network gear; conducted cabling surveys, markups, and vendor management.

Oversaw floor plan markups for cabling upgrades, coordinating vendor work to optimize IT infrastructure across assigned facilities.

Trained and mentored 2 new Field Technicians, serving as an ongoing point of contact and regional knowledge resource for peers.

Delivered IT & Telecom support to nursing, rehab, and physicians onsite and remotely, ensuring minimal disruption to patient care.

Beta-tested new IT initiatives, including wireless networks & copier/scanner deployments (Canon, Toshiba, HP, Brother, OCE models).

Supported 2,000+ end users as an IT Field Tech and 40,000+ as one of two Telecom Technicians, ensuring reliable enterprise operations.

Recognized for exceptional customer interactions, frequently cited as one of the most reliable and service-focused IT technicians.

Sr. Technical Analyst Genesis Health Care, Langhorne, PA Jan 2012 – Jan 2025

Delivered end-to-end IT support across networking, security, and telecom systems, ensuring seamless performance and reliability.

Collaborated with management and technical teams to optimize workflows, resolve escalations, and enhance service delivery.

Recognized for exceptional communication and problem-solving skills, earning a senior designation through consistent excellence.

Supported IT operations by implementing process improvements that reduced downtime and improved response efficiency.

Demonstrated adaptability and technical versatility across multiple IT domains, strengthening coordination and user satisfaction.

Technical Analyst Genesis Health Care, Langhorne, PA Mar 2005 – Jan 2012

Implemented and optimized IT processes that improved system reliability, reduced downtime, and enhanced support across facilities.

Delivered technical support for thousands of users, ensuring seamless IT and Telecom operations across multiple platforms and sites.

Trained and guided team members while managing vendor relations to strengthen infrastructure and streamline service delivery.

Medical Records Coordinator Genesis Health Care, Langhorne, PA Mar 2004 – Mar 2005

Maintained accurate and complete confidential patient records in compliance with HIPAA and organizational policies.

Supported audits, record requests, and documentation processes to ensure timely and efficient information access.

Collaborated with clinical and administrative staff to streamline record management and improve data integrity.

Medical Supply Coordinator Genesis Health Care, Langhorne, PA Sep 2000 – Mar 2004

Coordinated ordering, inventory, and distribution of medical supplies, ensuring uninterrupted clinical operations across the facility.

Partnered with nursing and rehab teams to forecast supply needs, improving availability and reducing delays in patient care delivery.

Streamlined vendor communication and supply tracking, enhancing cost control, accuracy, and efficiency in procurement processes.

Education & Professional Development

CompTIA A+ Certification, Lifetime - 2010

Technical Degree, Cittone Technical Institute, Northeast Philadelphia - 2003

Volunteer Work Experience

Northeast Animal Rescue 2005 - 2010

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