Technical Support Specialist Epic & Enterprise Systems
Resume:
LUTHER CACHO
Cambridge, MA ***** +1-857-***-**** ***********@*****.***
PROFESSIONAL SUMMARY
Technical Support professional with experience supporting enterprise and clinical systems, troubleshooting applications, and maintaining stable Windows and networked environments. Skilled in Epic support through Citrix, endpoint configuration, and documenting technical resolutions in ServiceNow. Bilingual (English/Spanish) with a strong record of collaborating effectively with clinical and administrative teams to improve daily workflows. TECHNICAL SKILLS
● Epic: (Citrix access support).
● Network Fundamentals: Connectivity
troubleshooting techniques.
● Systems & Cloud: Windows 10/11,
Active Directory, Azure AD (user
management) Microsoft 365 Admin,
Intune (co-managed devices).
● Collaboration Platforms: Crestron,
Microsoft Team Rooms, Surface Hubs,
Cisco endpoints.
● Enterprise Tools: ServiceNow,
Zendesk, SCCM, Citrix, USMT, Intune
(Co Managed Devices), Microsoft 365
Admin.
● Productivity Suites: Microsoft Office,
Google Workspace.
PROFESSIONAL EXPERIENCE
Network Technician
Mass General Brigham 55 Fruit Street Boston, MA 2024 To Present
● Support enterprise and clinical applications including Epic (via Citrix), Microsoft 365, ServiceNow, and internal systems used by clinical and administrative teams.
● Troubleshoot issues across application, system, and network layers, including authentication failures, connectivity problems, performance issues, and configuration errors.
● Analyze logs, error messages, and system behavior to identify root causes and determine appropriate corrective actions or escalations.
● Manage user access and device configuration following MGB standards, including Active Directory updates and Epic access workflows.
● Support encrypted laptops, desktops, mobile devices, and enterprise endpoints across multiple departments.
● Participate in hardware deployments, system upgrades, and department relocations, ensuring proper setup, testing, and validation.
● Perform data backup and restoration using USMT while maintaining compliance with security and privacy requirements.
● Resolved an average of 7 technical support tickets per day, covering application, system, access, and network issues across clinical and administrative environments.
● Provided bilingual support to 200 users per month, ensuring clear communication and minimal disruption to patient care workflows.
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Professional Carpenter
Boston, MA 2016 - 2021
● Followed technical plans and specifications, demonstrating precision, attention to detail, and process adherence.
● Used analytical thinking and problem-solving skills to diagnose and resolve job-site challenges efficiently.
● Maintained clear communication with clients and team members to ensure project alignment and customer satisfaction.
● Managed tools, materials, and timelines while maintaining safety and quality standards.
● Built a strong foundation in reliability, teamwork, and hands-on troubleshooting. Computer Technician
The Community Practitioners Platform in Honduras - WAGUCHA Honduras C. A 2012 - 2014
● Installed, configured, and maintained hardware, operating systems, and software for office environments.
● Performed troubleshooting, antivirus deployment, and system updates.
● Provided administrative and technical support including documentation, scheduling, and communication with staff.
● Delivered training to youth and community groups on technology, digital safety, and basic IT skills.
PROJECTS
● Supported deployment of Microsoft Teams for users, improving communication reliability.
● Integrated Surface Hubs and Teams Rooms for cloud-based conferencing.
● Supported Cisco AV endpoints across enterprise locations.
● Participated in Epic Beaker rollout and CrowdStrike remediation.
● Led Windows 10 Windows 11 migration across enterprise devices.
● Enrolled and configured co-managed devices in Intune for secure cloud management. EDUCATION & TRAINING
PC and Network Support Specialist Certificate 2023 Just A Start, Cambridge, MA
300 Hours of hands-on laboratory experience installing, configuring, and maintaining computer hardware, operating systems, software, Cisco switches, and routers. Bunker Hill Community College Coursework Completed.
● Applications/Concepts.
● PC Hardware and Software.
● Windows Operating Systems.
● Cisco Networking.
● Helpdesk Techniques.
● Business Communication.
Computer Technician Certificate 2009 - 2011
CETEH Honduras C.A
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