Process Improvement and IT Help Desk Specialist
Resume:
Justin M. Vrbas
Grand Junction, Co 81503
********@*****.***
Objective
Expand my capacity to create processes that lead to better performance. To ensure a company utilizes the correct procedures to effectively provide accurate and concise information to their customer base. Training and encourage proper procedures to ensure accuracy and timeliness. Education
U.S. Army Administrative Specialist 1990, LAN/WAN management US Army 1992. Front Range Community College 1998, 48 credit hours. High school diploma 1990. Sales representative Choice Hotels International, 2007. Data Channel Management Coordinator, Choice Hotels International, 2010. Experience
May 2019-Feb 2020 SCL Health. End User Analyst II contract position / customer service. 2 phases. 1st phase Windows 10 Enterprise upgrade. Utilize Active Directory and System Center Configuration Manager to wipe computer identity. Image systems per protocols established. Install custom software per varying departments needs. Log all activity into project database. Identify computers at risk of theft and install checkpoint to prevent theft. Upgrade systems without needed RAM as well as Solid state hard drives. Coordinate with units, Doctors and support staff for deployment of systems. Answer questions regarding new equipment as needed. Some systems had to be held off for deployment until phase 2. Phase 1 consisted of approximately 1900 system upgrades. Phase 2 consists of micro printers both wired and wireless being setup with static IP addrress's, coordination again with staff for testing before the go live date TBD. Coordination between network personnel was paramount as LWS records needed or each printer. As needed take incoming tickets in assisting users with troubleshooting computers and printers. 2018-2019- Critical Nurse Staffing. Computer help desk. Field inbound calls, computer ticketing requests as well as walk in staff regarding computer/tablet and phone issues Corporate office location. Troubleshoot as needed for staff to be able to work. Reinstall business software for new staff including bit locker. Log actions performed into computer database ticketing system. 2015-2018- Apria Healthcare LLC. Customer service inbound associate. Promoted to Customer qualifications insurance verification including Kaiser and Medicare. Promoted to Dispatcher Analyst providing daily branch liaison work from technicians to management. Coordination. 2014 – 2015 Convergys. Manage inbound escalation calls for cancellation of service through AT&T. Utilize tools to identify issues with the reasoning behind requests to cancel. Empathize, listen, proactively engage the customer to identify root causes for their calls. Ability to always upsell to new products which was 86 percent accomplished.
2013 – 2014 Tier3 Outbound calling to determine why scheduled appointments where missed and to reschedule as appropriate.
2010 – 2013 - Hot Pizzas LLC. Assistant General Manager. Production specialist, food handling, food production, quality assurance. Food safety, MSDS, training and coaching manager. Responsible for P&L cash handling and daily cash control. Dual weekly inventory ordering as well as full inventory counts and control. Weekly scheduling for 20 employees including and up to hiring, dismissal and proper hiring, coaching. Accurate and timely response to all daily communications to management via email/professional calls as needed.. Creation of databased application to ensure eployees perform to company standards. Daily and weekly P&L and P&A mangement for accurate data to ensure profititabilty. 2007-2010 – Choice Hotels International (CHI) Data and Channel Manageent coordintor responsible for website updates, live phone contact for emergency data manipulation. Responsible for Global Data Systems response to ensure accuracy of valid travel agency bookings. Accurate use of data tracking through internal trcking systems. Unix/Microsoft based. Cross channel coordinator for Quality Assurance in new platform information development for call center based applications. CHI reservations and operations specialist. Escalation administrator for second and third level customer service exceptions. Computer setup and software support including updates and training on new applicatiions in a call center environmenent. Utilization of all office applications such as Word, Excel, power point and outlook express for communication between inter-office and up to including mid to senior level communication. . Use of Mozilla Firefox for various programming applications. Use of dual screens and multiple applications to ensure timely delivery of accurate information to consumers as well as internal departments.
1994-2007 - Justin Vrbas Construction. New construction, remodel and commercial building. Trained eight employees in all phases of the construction processes. Managed company through use of bidding, contractual development, timeline projections, material handling and payroll. Use of Excel and Microsoft Word for all phases of the business development processes. 1992-1994 - US Army Administrative Specialist E4 Grade. Responsible for all in and out processing of personnel for the Liaison office North Atlantic Treaty Organization (NATO) HQ Us Army Europe and The British Army On The Rhine (BAOR). WAN/LAN management of all computers linked to HQ 7 th
Army
Europe, system upgrades and software management conforming to the Army regulations. Payroll and support services to all personnel within the unit. Communications security specialist responsible for all accountability of confidential documentation. Created a database tracking program (DBASE4) that allowed a 100% efficiency in all security inspections administered quarterly. Supervised eight civilian workforce hires that performed various duties throughout the NATO headquarters. Computer Skills, Awards
Versed in all aspects of computers from system building to software/hardware upgrading. Proficient in Win 98/00, XP, and XP Pro., WIN 2007. WAN/LAN management. Ability to learn all software systems within efficiency and precision standards. Reporting software basis.. Unix based reporting for Hot Pizzas LLC. ServSafe Certified.
Awards and Recognition
Million dollar Club member CHI 2008. First STAR award winner for sense of urgency CHI, 2008. Numerous high level awards for various tasks ranging from collaboration to performance excellence. Brand Builder for Hot Pizzas LLC 2010.
Certifications
A+ Certified
Network + Certified
Comptia Security +
Comp Tia CySA
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