Evening IT Support Specialist (Full-Time)

JIM LUDWIG

Baltimore, Maryland ***** 443-***-**** **********@*******.***

Professional Summary

Client Support Specialist with nearly 29 years of IT experience providing desktop solutions for a leading healthcare organization in the Baltimore community. Determined to provide exceptional customer service and technical expertise to the user community. Currently pursuing opportunities that will enable growth of my technical expertise while assisting others.

Skills

•Active Directory

•Group Policy

•Office 365

•System Center Configuration Manager (SCCM)

•Windows 7, 8, 10

Work History

•Mac OS X

•Application Installation / Upgrades

•Understanding of Network Technology

•Strong Technical Support & Customer Service

•Call Center Experience

Greater Baltimore Medical Center Baltimore, MD

Client Support Specialist III Dec 1995 – Nov 2018

•Took ownership of escalated tickets and ensured speedy resolutions.

•Interacted with team members across departments to research and resolve customer issues.

•Provided stakeholders with regular updates on open client-side issues and concerns.

•Maintained strict confidentiality procedures to ensure data integrity.

•Performed client data migrations.

•Offered suggestions for process, application, or documentation improvement.

•Provided excellent customer service via proactive follow ups with clients, mailing out applications, and quick responses to incoming calls.

•Supervised a team of 5 staff members to complete GBMC’s annual Desktop Refresh Project on at least 4 occasions. During this initiative, over 600 workstations were replaced within a six-week period. I was responsible for managing the entirety of the project, including follow up with stakeholders and customers.

•Managed a printing environment upgrade initiative from 32-bit to 64-bit in preparation for compatibility with new technological improvements.

•Implemented WYSE thin client workstations. Configured and managed front-end user experience. Assisted in backend build and management using Citrix XenApp and XenDesktop.

•Worked with Microsoft SCCM to image and configure workstations.

•Assisted in new hardware installation and testing for the Epic clinical system implementation. Provided tier 1, 2, and 3 customer support and resolution.

November 2018 – December 2021: I was out of IT. I left work to care for my Father. He was sick and needed homecare. My Mother is small and could not physically care for him herself and she could not afford at home nursing care. I am an only child and the only possible option of care for my Father. My Father passed away from ALS. I assisted my Mother in taking care of many things for quite some time before I was able to return to working.

John Hopkins Bayview Baltimore, MD

Desktop Support Dec 2021 – Nov 2022

Managed fleet deployment contractor team of 4 individuals including myself. Fleet is the replacement of out of warranty workstations with new workstations.

Trained remaining three contracted team members on Hopkins Bayview desktop standards including imaging of workstations, workstation configuration, software installation via SCCM Software distribution page, printer installs, and numerous other processes necessary for proper functioning of newly deployed workstations.

Created and provided documentation as a resource and to accompany training.

Participated in and supervised installation of new workstations.

Provided customer follow up and support for post installation issues.

University of Maryland Medical Systems Baltimore Washington Medical Center Glen Burnie, Md

PC Maintenance Technician II Jan 2023-Present

Resolve daily trouble tickets.

Image, configure, and install desktops, laptops, and peripherals

Build and configure WOW carts.

Work with Active Directory, Imprivata, and various other consoles to ensure proper policy delivery for end user device configuration and to troubleshoot end user device issues.

Configure and troubleshoot IPads, wireless label printers, and desktop label printers.

Manage projects to deploy appropriate solutions to meet end user and departmental requirements

Uber Eats and Door Dash Food Delivery Maryland

2019-Present

Accomplishments

•Supervised a team of 5 staff members to complete GBMC’s annual Desktop Refresh Project on at least 4 occasions. During this initiative, over 600 workstations were replaced within a six-week period. I was responsible for managing the entirety of the project, including follow up with stakeholders and customers

•Managed a printing environment upgrade initiative from 32-bit to 64-bit in preparation for compatibility with new technological improvements

•Implemented WYSE thin client workstations. Configured and managed front-end user experience. Assisted in backend build and management using Citrix XenApp and XenDesktop

•Worked with Microsoft SCCM to image and configure workstations

•Assisted in new hardware installation and testing for the Epic clinical system implementation. Provided tier 1, 2, and 3 customer support and resolution

Education

Milford Mill High School Baltimore, MD

High School Diploma (06/1983)

Certifications

Imprivata

OneSign Certified Engineer (06/2015)

RETS Technical Center Baltimore, MD

Technical Certification: Computers & Electronics (03/1994)

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