Customer Service Desktop Support

Meron Segid

Fredericksburg, VA ***** 540-***-**** *****.******@*****.***

Summary of Qualifications

• Healthcare IT professional with 6+ years of experience supporting hospital, clinical, and educational environments.

• Skilled in Epic healthcare software troubleshooting, system administration, and desktop support within HIPAA-compliant settings.

• Advanced certifications in Database SQL and Dell TechDirect.

• Proficient in hardware/software support, Active Directory, system imaging, and healthcare inventory management.

• Strong customer service and communication skills; experienced working directly with clinicians and administrative staff.

• Adaptable, detail-oriented, and capable of managing urgent IT requests in high-pressure healthcare settings. Technical Skills

Healthcare Systems: Epic EMR support, ManageEngine Service Desk Plus, inventory management Hardware/Systems: PCs, laptops, printers, AV Systems (Crestron DM), Apple Configurator, MDM, COWs Operating Systems: Windows 10/11, macOS, iOS

Networking: VPN, TCP/IP, Wireless, Cisco/Avaya/IP/PBX phones, VOIP systems Software/Tools: Microsoft Office (2016–365), VMware, ServiceNow, Remedy, SharePoint, Confluence, R Administration: Active Directory, SCCM, imaging, software deployment, printer management Servers/Databases: Windows & SQL Servers (2012–2019), system recovery, backups, upgrades Education

Southern New Hampshire University – Bachelor's Degree (Expected May 2026) Major: System Technology, Business

Germanna Community College – Associate of Science (May 2018) Major: Information Systems Technology Minor: Information Management Germanna Community College – Certification (Dec 2018) Microcomputer Applications for Business

Professional Experience

Mary Washington Healthcare – Fredericksburg, VA

Desktop Support Specialist I Sept 2019 – Present

• Provide Tier I IT support to clinical and administrative staff using ManageEngine Service Desk Plus.

• Troubleshoot and repair Epic healthcare system software to maintain workflow for clinicians.

• Ensure HIPAA compliance while resolving system access and patient record-related issues.

• Maintain IT inventory, image workstations, and deploy security/antivirus updates across hospital systems.

• Reduced call volume by 50% by implementing proactive tracking and addressing recurring healthcare IT issues.

• Support 80+ users daily in a fast-paced hospital environment, ensuring SLA and uptime compliance. Spotsylvania County Public Schools – Spotsylvania, VA Desktop Support Tier I May 2017 – May 2019

• Provided technical support to students, teachers, and staff in an educational setting.

• Installed and configured PCs, laptops, and AV/network equipment to ensure classroom functionality.

• Conducted data backups, supported new technology implementations, and maintained system integrity.

• Logged resolutions and maintained hardware/software inventory with detailed documentation. Addis Computer Company – Addis Ababa, Ethiopia

PC Specialist Mar 2010 – Dec 2015

• Provided IT support for Bon Secours SRMC healthcare systems in partnership.

• Maintained desktops, laptops, and mobile devices used by clinical and administrative staff.

• Performed IBM AS400 system backups and diagnostics to ensure business continuity.

• Ensured compliance with healthcare cybersecurity standards and data integrity requirements.

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