IT Help Desk / Desktop Support Specialist

ALBERT B. PARKER

***** ********* ******, ******** ***, Ohio 44125 216-***-**** *******@*****.***

Summary Help Desk Support Specialist with experience providing practical customer service and support to diagnose, troubleshoot, and repair hardware, software, and peripheral problems for 100+ users.

Key areas of knowledge and training encompass the following:

Networking

TCP/IP

Local Area Network (LAN)

System Upgrades

Hardware Installation

Computer Assembly

Printer Maintenance

Software Installation

Component-Level Repair

TeamViewer, Remote Desktop Protocol (RDP), and VNC

Experience with computer setup and imaging

Basic knowledge of IT systems, networks, and software

Technical Proficiencies

Operating Systems Windows 10, Epic/ePremis, Track-It, H.E.A.T., Remedy, FootPrints, ServiceNow (ticketing systems), Micros Symphony Systems POS

Hardware Printers Serial connectors CAT 5/6 cables

NIC cards Modems RAM and Video memory

Hubs IBM 4381 IBM PC

Applications Microsoft Office 2010 Lotus Notes Microsoft Outlook

Internet Explorer MicroSoft Edge Active Directory

Experience

CDW/IGNW

Deployment Technician 11/25 – 02/01/26

Installs, configures, and maintains hardware and software for organization

Device setup

Remove of discontinued equipment, storage and backups

Device refreshes for large-scale migrations

Imaging computers, data transfer, troubleshooting

Inventory tracking and ensuring secure, efficient technology integration for smooth operations

Faber-Castell Independence, Ohio

Help Desk Technician 11/22 – 06/25

Installs, deploys, and repairs hardware and software on client’s workstations

Escalates issues, as necessary, to higher level support personnel.

Documents internal processes and procedures related to duties and responsibilities.

Handle inbound trouble calls and requests

Setup/maintenance of handheld scanner devices, label printers, document printers

Troubleshoot and resolve level 1/2 issues

Research and resolve level 2 issues and escalate as needed for advanced issues

Responsible for proactively follow up on tickets to ensure successful closure

Develop, maintain, and contribute to support knowledge base and other documentation

Travel Centers of America Westlake, Ohio

Systems Support Technician 06/17 – 11/22

Provide first line support for remote users on core business applications

Handle inbound trouble calls and requests

Troubleshoot and resolve level 1/2 issues

Research and resolve level 2 issues and escalate as needed for advanced issues

Responsible for proactively follow up on tickets to ensure successful closure

Develop, maintain, and contribute to support knowledge base and other documentation

Aramark (Micros Systems), Solon, Ohio

(First Energy Stadium/Quicken Loans Arena, Cleveland, Ohio)

IT Supervisor 07/14 – 09/19

Hardware/System installation

Hardware/System configuration

Train/Support Users

Responsible for proactive support and maintenance around POS (Micros Symphony) systems.

Monitors support issues, ensures resolution plans and reports progress to management.

Provides excellent customer service during event support.

Work with users to define and evaluate business needs, challenges and inefficiencies that may be resolved through automated solutions

Cleveland Clinic Foundation, Cleveland, Ohio

Information Analyst/Physician Billing Systems and Information Support 11/09 - 09/16

Reviews and analyzes charge master data to facilitate optimal billing and collection activities

Resolve user’s issues, create/update trouble. Ticket (Remedy,HEAT), and work between multiple systems

Utilizes clinical and coding knowledge to ensure accurate and compliant charge items and to recognize and resolve billing inconsistencies.

Collaborates with managed care department to code billable items for reimbursement.

Collaborates with cost accountant to secure information for billable items.

Analyzes content of system-generated reports and software edits to facilitate revisions with appropriate clinical departments.

Coordinates projects and audits to improve processes related to revenue cycle, efficiency of charging and billing, and collection efforts.

Resolved patient insurance accounts utilizing Microsoft Office tools: Access, Excel, and Word.

Prepare financial reports, credits, and refunds.

New York Life Insurance Company, Lakewood, Ohio

(contract through Belcan Tech Services, Solon, Ohio)

Help Desk / Network Support Specialist - Information Systems 06/09 - 09/09

Deployment/Rollout of computers, monitor, printers, etc.

Working on Remedy tickets.

Installing Cisco Switch.

Setting up wireless environment.

Rollout of Microsoft Office 2007

PCC Airfoils SMP Plant, Wickliffe, Ohio

Help Desk / Network Support Specialist - Information Systems 2005 - 2009

Resolved daily systematic and operational malfunctions, ensuring minimal loss of work productivity

Resolve user’s issues, create/update trouble ( Track-It, Remedy) tickets

Directed support for complex issues to next-level support, effectively keeping users informed as to the status of open calls.

Assisted end users with connectivity issues, computer lockouts, printers, and peripheral problems.

Setup and configured desktop computers.

Managed inventory/deployment of computers, printers, and related items, resulting in substantial savings to company.

Cleveland Clinic Foundation, Cleveland, Ohio

Credit Balancer - Financial Reporting 2001-2005

Resolved patient insurance accounts utilizing Microsoft Office tools: Access, Excel, and Word.

Prepared financial reports, credits, and refunds.

Remittance Processor - Cash Applications 1992-2001

Posted online payments daily from insurance companies, Medicare, Blue Shield, and

other contractual services towards patient accounts on SMS and HBO systems.

Education Bachelor of Arts in Integrated Studies Expected graduation 12/27

Kent State University, Cleveland, Ohio

Associates Degree in Computer Studies / Applications Development

Cuyahoga Community College, Cleveland, Ohio

Comp TIA A+ certification

References Available upon request

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