Help Desk Analyst Tier I

Vince Hennessee

IT Support Analyst

***********@*****.*** Richardson, 75081, TX 469-***-****

Summary

Dedicated IT Support Analyst with over 15 years of experience in frontline helpdesk operations and troubleshooting. Proven ability to resolve technical issues, manage user accounts, and provide effective client support, handling 18-30 calls daily. Skilled in diagnosing and fixing connectivity problems, printer issues, and software configurations. Eager to leverage comprehensive IT support expertise to enhance user experience and operational efficiency.

Work Experience

Help Desk Analyst Tier I, HCL Tech at Quest Diagnostics, Addison, TX 06/2023 - 01/2025

• Engaged through HCL Tech to execute the following responsibilities

Help Desk Analyst Tier I, Tek-Systems at Quest Diagnostics, Addison, TX 08/2008 - 06/2023

• Executed password resets for clients/users enabling lab operations to continue without disruption.

• Updated user roles to clinician status with physician approval enabling administrative role capacity.

• Coordinated site visits to reduce downtime for troubleshooting beyond first-tier support or at client’s request for connectivity issues involving printers, label printers, or internet.

• Guided users to power off the router, cradle point, and network switch, and then restart each device in a specified time-delayed sequence to restore internet connectivity to the network.

• Instructed users to restart their computers to confirm restoration of internet connectivity.

• Utilized direct ship methods in place of site visits, reducing downtimes for clients with sufficient knowledge of connecting computers and printers.

• Accessed the hub (QLS) to verify reporting status of results to address on-demand reporting requests.

• Assisted clients in setting up user accounts enabling Quanum access to perform lab operations.

• Advised clients/users on submitting patient lab orders to ensure the continuation of lab order processing.

• Executed Autoreceive troubleshooting to ensure installation, operation, and reporting of lab results.

• Conducted printer verification tests and redownloaded reports to the printer via Autoreceive to enable hard copy lab reporting without disruption.

• Redownloaded lab results via electronic receipt to the clients' computers to enable electronic lab reporting without disruption.

• Transferred calls to MyQuest support to address patient-support related inquiries.

• Associated interactions with master tickets to address known issues.

• Processed service requests as needed.

• Managed between 18 to 30 calls daily, depending on troubleshooting complexity and issue nature.

Education

Bachelor of Science, Computer Information Systems, DEVRY University, Irving, United States

Skills

Help Desk Printer/Label Printer Troubleshooting User Accounts Active Directory Information Technology Diagnostic Skills Microsoft Office Care360/Quanum Oki Data Teleprinter HP Printer Dymo Label Printer Virtual Desktop (VMWare) Autoreceive User Role Provisioning Password Reset New User Registration Service Now Problem Solving

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