Remote Information Support Associate

Laurel Bitsko

Irwin, PA

************@*******.***

Phone: 724-***-****

Professional Summary

Detail oriented Remote Support Associate with 25+ years of experience in healthcare IT operations, project management, and technical troubleshooting across a three hospital network. Skilled in resolving user issues, supporting complex systems, coordinating with vendors, and guiding non technical staff through technical processes. Known for clear communication, patience, and delivering timely solutions in high pressure environments.

Experienced online educator with 10+ years teaching undergraduate students remotely, supporting learners with technology platforms, troubleshooting access issues, and providing clear, empathetic guidance. Strong ability to communicate complex information in simple, user friendly terms — ideal for remote support environments.

Core Skills

Technical Troubleshooting — Hardware, software, system access, workflow issues

Remote Support — Phone, email, chat, ticketing systems

Customer Service — Clear communication, empathy, user guidance

IT Operations — Hospital systems, infrastructure, vendor coordination

Project Management — Implementations, upgrades, cross functional collaboration

Training & Education — Teaching, onboarding, user instruction

Documentation — Ticket notes, SOPs, user guides

Professional Experience Highlights

Provided technical support across a multi hospital network, resolving issues related to applications, hardware, user access, and clinical workflows.

Led IT teams responsible for daily operations, troubleshooting, and system reliability.

Managed help desk functions, ensuring timely resolution of tickets and strong customer satisfaction.

Collaborated with vendors and internal departments to diagnose and resolve complex system issues.

Delivered remote instruction to undergraduate students, assisting with login issues, LMS navigation, and technology troubleshooting.

Communicated technical concepts clearly to non technical users, both in healthcare and academic settings.

Trained and previously certified in formal project management skills from PMI.

Education

MBA, Management Specialization

Seton Hill University — 2006

Bachelor of Science, Health Information Management

University of Pittsburgh — 1993

References

Available upon request

Contact this candidate