Technical Support Analyst with 30 Years in Service Delivery

Accomplishments

I have thirty years of experience in customer service & twenty years of experience of providing technical support in a corporate environment. My Areas of expertise are problem evaluation, determining solutions & resolutions.

Experience in using a variety of media such as ticket reporting systems, telephone support, e-mail & chat platforms, also working with customers & support staff directly.

Professional Experience

Position: Technical Support Analyst.

Dates: 03/2024 to 4/2026

Company: Robert Half.

Contrack: Industrial Scientific Corporation.

Address: 1 Life Way, Pittsburgh, PA 15205

Essential duties:

Emphasis on customer service that is committed to educating on the proper use of gas detection equipment & services while empowering clients to enhance their culture of safety.

Provide technical quality support using ticket reporting systems (Sales Force).

Telephone support, e-mail and chat platforms.

Technical troubleshoots with personal single-gas monitors, multi-gas monitoring devices & gas docking station.

iNet Cloud Services, Setup the LENS wireless, Assign beacon hubs & tags.

Position: Assembler/Anodize Aluminum.

Dates:10/2023 to 03/2024

Company: Kawneer Building & Construction.

Address: 71 Progress Avenue, Cranberry, PA,16066

Essential duties:

Manufacturer commercial aluminum door & windows.

Coloring aluminum frames using chemicals acids color & coating frames using anodizing process.

Following safety protocols, & procedures.

Sizing & cutting frames to specifications.

Cleaning anodizing chemical & acids tanks

Loading & unloading frames.

Packing products for shipping,

Reading & fulfilling order requests.

Position: IT Operations Support Analysts.

Dates: 04/2023 to 08/2023

Company: Consult USA.

Contrack: Duquesne Light Company ESC Enterprise Support Center.

Address: 2841 New Beaver Ave, Pittsburgh, PA 15233.

Essential duties:

Perform various functions such as following & developing operational processes & procedures, ensuring that all IT services & infrastructure meet nominal operations.

Ability to plan, be alert, & resolve unexpected problems quickly & efficiently, & to provide 24x7 helpdesk support.

Troubleshooting & resolving remote hardware, software, & network issues.

Identification & prioritizing incidents & requests documenting tickets in Cherwell.

Monitoring Production Batch (Mainframe & Distributive) User Cherwell ticket system/trained on Control M monitoring system.

Position: Application Support Specialist.

Dates: 06/2021 to 01/2023

Company: Premier Medical Associates.

Address: 1 Monroeville Cent, 3824 Northern Pk, Monroeville, PA 15146

Essential duties:

Providing technical support relating to various applications, & general computing issues.

Support & troubleshoot Windows Operating System Desktop, laptops & tablets.

Support & troubleshoot Apple OS MacBooks, iPad and iPhones.

Address & repairing medical applications software systems malfunction.

Recording & managing requests in the Cherwell Incident Tracking System.

Active Directory: Unlock, terminate, disable & reset passwords, create accounts.

Thin Client (Azure) Users, Support Application.

Printing issue: Clear jams, replace toner cartridges & troubleshoot print job issues.

Allscripts medical records: assist medical staff to dismiss Patients Duplicate Accounts, Merge Patients Duplicate records & appointments.

Assist medical staff to Book patient appointments for providers.

Allscripts Pro PM: Assist medical, clinical & support staff with resolving billing issues such as duplicate charges & payment process types.

Using a variety of communication media such as reporting ticket systems, telephone support, e-mail, chat platforms, & also working with staff directly.

Writing Workflows procedure documentation.

Position: Help Desk Support Analyst.

Dates: 10/2010 to 04/2021 Company: University of Pittsburgh Medical Center. (Hospital Information System Division.)

Address: Iroquois bld. 3600 Forbes Ave, Pittsburgh, PA 15213,

Essential duties:

Provide day-to-day support to UPMC Health System. Assist medical, clinical & support staff users accessing the network & software standard devices.

Provide a secure service to client community for patients, patients families, & visitors, by protecting the privacy & integrity of data in patients’ records.

Follow ISD Helpdesk procedures for recording & managing requests in Cherwell.

Active Directory: Unlock, terminate, disable & reset passwords, create accounts.

Assist clinical and support staff with Cerner: Power chart, First Net/Surgi-net.

Mysis/Sunquest, Meditech, Tele-tracking, MARS & File-net Canopy/Medipac, Epic/Epic-care & All scripts.

Writing Workflows documentation.

Position: Certified Printer Document Imaging/Dell Systems Certified Engineer II Dates: 07/2005 to 11/2010

Company: Qualxserv Solutions, Revacomp-OneSource Solutions, Apex Computer Systems.

Address: Tewksbury, MS (Pittsburgh, PA Territory)

Essential duties:

My primary clients were UPMC Hospitals & their satellites. Other additional clients.

Printer issue: Clear jams, replace toner cartridges & troubleshoot, repair & replace components

Troubleshoot, repair & replace components for desktop, laptops & MacBooks.

Technical Certifications

1. Gas detection GDME

2. CompTIA A+ Core (220-1101 & 220-1102)

3. Dell DCSE Technical

4. Lexmark/Ricoh Technical

5. IBM Technical

6. Canon Technical

Formal Education

University of Phoenix, Phoenix, Arizona. Years: 2002/2005

Degree: Bachelor’s-Computer Science-Information Technology.

International Academy of Design & Technology, Pittsburgh, PA. Years: 2000/ 2002

Degree: Associate’s- Computer Science-Information Technology.

The Art Institute of Pittsburgh, Pittsburgh, PA. Years: 1983/1985 Degree: Associate’s-Photography.

Contact this candidate