Remote Entry-Level IT Specialist with 21 Years IT Experience
Resume:
DEION DEAN
Advanced, multi-skilled IT technical professional
CONTACT
Grand Rapids, Michigan
*****@*****.***
linkedin.com/in/deion-dean
EDUCATION
Associate of Arts
Information Technology
University of Phoenix
2020-2022
Other
Computer Science Training
Muskegon Community College
2004-2005
CERTIFICATIONS
● CompTIA A+ (2004-present)
● Google IT Support Certificate
(in progress)
● Python 3 (in progress)
● AWS Certified Cloud
Practitioner (in progress)
GENERAL EXPERIENCE
● Troubleshooting a multi-user
high availability environment
experience
● Diagnose, troubleshoot, and
resolve a wide variety of
hardware and software issues
● Clinical systems - Epic,
MyChart
● PC repair and hardware
troubleshooting
● Managing and triaging a
ticketing system
● Windows, Mac, Linux operating
systems
● Microsoft Office 365
● Microsoft hardware installation
● Google workspace
● Anti-virus tools
● Video conferencing and
teleconference equipment
● Cisco IP Phones
● Workday experience
Advanced, multi-skilled IT technical professional with 21 years of various educational and occupational IT experience related to acquiring and maintaining current knowledge of industry relevant IT standards, systems, and equipment and providing high quality technical expertise. PROFESSIONAL EXPERIENCE
IT Customer Support Technician
Corewell Health - Grand Rapids, MI
September 2021-June 2023
● Managed technical user issues for MyChart by providing timely, accurate, and professional assistance
● Utilized Epic to assist with MyChart issue resolution
● Ensured the user's technical experience and productivity remained secured and uninterrupted
● Ensured users had the tools and resources needed to be successful and capable to navigate MyChart
● Handled high volume of requests in an effective and patient manner
● Submitted escalations via the ticket queue system
● Created and maintained necessary documentation
● Triaged and escalated any system/network issues or outages to reduce downtime
● Routed and escalated issues to management or the appropriate resource
● Reported issue resolutions to management
● Followed issues from end-to-end to ensure proper resolution and communication
● Maintained high levels of productivity while maintaining high quality service/support to reach goals
● Followed, updated, and created standard operating procedures
(SOPs) to help improve processes and knowledge management
● Participated in continuous improvement projects
● Served as a mentor in training and developing peers and new team members
Patient Access Representative Associate
Corewell Health - Grand Rapids, MI
November 2020-September 2021
● Served as the first point of contact between the clinic and patients
● Managed patient registration and appointment scheduling using Epic
● Assisted patients, providers, and practice staff with facilitating scheduling & registration tasks
● Handled patient and provider incoming and outgoing calls
● Acted as an information resource for patients, patient families, and providers
● Documented service interactions with patients
● Identified, resolved, and escalated customer concerns or complaints as appropriate
● Escalated any necessary issues to management as appropriate
● Followed standard operating procedures (SOPs) to help improve processes and knowledge management
SKILLS/STRENGTHS
● Leadership
● Project management
● Time management
● Analytical skills
● Problem-solving, root-cause
analysis
● Professional written and verbal
communication
● Ability to quickly learn new
hardware and software
● Attention to detail
Production Team Member
Gentex Corporation - Zeeland, MI
January 2014-July 2020
● Provided staff and users with assistance solving computer related problems
● Developed, documented, and revised system design procedures, test procedures, and quality standards
● Utilized problem solving skills to ensure production of high quality work
● Monitored production process to improve product flow
● Communicated effectively with multiple teams
● Achieved department goals through assembly and inspection of small parts and/or operation of machines to produce high quality products for the customer
Technician
Magna Mirrors - Holland, MI
January 2013-January 2014
● Resolved assembly problems by altering dimensions to meet specifications
● Completed preventive maintenance on equipment to ensure uptime
● Utilized problem solving skills to ensure production of high quality work
● Monitored production process to improve product flow
● Communicated effectively with multiple teams
Team Leader/Material Handler
Johnson Controls, Inc - Holland, MI
January 2010-January 2013
● Completed product orders for consumers in timely fashion
● Ensured each product met the required specifications to be shipped with high quality standards
● Performed all assigned duties in a safe manner adhering to all company safety requirements
● Assisted with cycle counts and inventories as necessary
● Ensured accuracy of all paperwork completed.
● Operated forklift as needed
● Communicated effectively with multiple teams
● Exercised leadership skills in ensuring team members met goals in productivity
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