Technical Support & Project Coordinator with 15 Years Experience

Maurice Hardnett

601-***-**** Gulfport, MS *******.********@*******.*** www.linkedin.com/in/maurice-hardnett-2b841369

Objective Summary

Experienced Technician with 15 years in technical support and project management, adept at implementing and maintaining complex systems and delivering exceptional client service. With a Bachelor’s degree in Industrial Technology and a diploma in Network Support, I bring a deep understanding of network diagnostics, wireless environments, and programming skills. Proven track record in troubleshooting, client relationship management, and project coordination. Seeking to leverage expertise in a dynamic role to drive innovative solutions and enhance operational efficiency in a forward-thinking company. EXPERIENCE

Franciscan Missionaries - Our Lady of the Lake Hospital Operation/Support Analyst

November 2021 – Present

• Serve as the first point of contact for technical assistance via phone and ticket systems

(Footprints, Service Now).

• Perform remote troubleshooting and diagnostic techniques to resolve customer issues.

• Provide accurate IT product and service information; escalate unresolved issues to advanced support.

• Document problems, solutions, and updates in ticket systems; recommend procedural improvements.

St. Dominic’s Hospital

Operation/Support Analyst

March 2019 – November 2021

• First contact for technical support requests through Kace ticket system.

• Conduct remote troubleshooting and provide detailed problem-solving support.

• Maintain records of events, problems, and resolutions in Kace; suggest improvements on procedures.

Prime Technologies/Leidos

Helpdesk Technician

April 2018 – April 2019

• Managed customer technical assistance via phone and email; performed remote troubleshooting.

• Documented issues and resolutions; updated customer status and information; identified process improvements.

Brown’s Communication

Communication Technician

August 2016 – March 2017

• Installed and maintained voice and data network systems; tested and troubleshot various cables and communication systems.

• Programmed and analyzed radios and other communication equipment for customers. Mississippi Department of Transportation

Communication Technician I & II

February 2010 – August 2016

• Installed and maintained voice and data network systems; trained and managed personnel in operational problem resolution.

EDUCATION & CERTIFICATIONS

Virginia College

Network Support Technician Diploma March 2018

Jackson State University

Bachelor of Science in Industrial Technology (Minor: Microcomputer Technology) May 2008 TECHNICAL & BUSINESS PROFICIENCIES

Technical Skills:

• Circuitry Troubleshooting, Circuit Schematic Reading

• Proficient in Windows 10 and 11, Microsoft Office 365

• Skilled in Network Diagnostics, Telecommunications Systems Engineering

• Proficient in C#, Java, Microsoft SQL Server, Microsoft Access

• Experienced with McAfee provision (RMAT)

Business Skills:

• Strong Problem-Solving Skills

• Exemplary Customer Service Skills

• Meticulous Organization and Documentation Skills

• Strong Written and Verbal Communication Skills

• Skilled in Voice and Data Network Systems, Data Entry Proficiencies

1. Technical Support & Troubleshooting - Experience in providing technical support, troubleshooting complex issues, and resolving problems efficiently (Franciscan Missionaries, St. Dominic’s Hospital, Prime Technologies/Leidos).

2. Project Management - Proven ability to oversee project initiatives, coordinate resources, and ensure deliverables are met (Franciscan Missionaries, St. Dominic’s Hospital). 3. Client Relationship Management - Skilled in managing client interactions, understanding requirements, and ensuring satisfaction (Franciscan Missionaries, St. Dominic’s Hospital, Prime Technologies/Leidos).

4. Network & Systems Engineering - Proficient in installing and maintaining voice and data networks, circuit troubleshooting, and systems engineering (Brown’s Communication, Mississippi Department of Transportation).

5. Programming & Technical Aptitude - Knowledgeable in programming languages and technical tools (Proficient in C#, Java, SQL; skilled in Windows 10 and 11, Microsoft Office 365). 6. Documentation & Reporting - Experience in maintaining detailed records, reporting, and process improvement (Franciscan Missionaries, St. Dominic’s Hospital, Prime Technologies/Leidos). 7. Implementation Project Support - Coordinate and support client implementations and conversions (Relevant experience in project management and client support). 8. Client Coordination & Requirements Gathering - Coordinate with clients to understand program setup requirements (Experience in client interaction and requirement gathering). 9. Project Management Best Practices - Utilize project management practices to oversee initiatives (Demonstrated project oversight and resource coordination). 10. Process Improvement & Efficiency - Identify opportunities for process improvements (Proven track record in suggesting procedural improvements). 11. Technical & Business Communication - Manage internal and external communications, prepare detailed project artifacts (Experience in reporting, communication, and documentation). 12. Technical Support for Financial Systems - Experience with technical support and understanding complex systems (Relevant technical support and troubleshooting experience).

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