Experience

Western Health Advantage

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• IT Help Desk Technician Tier III

  • Feb 2020 - Present

  • Migrate, capture, and transfer sensitive client data from old to existing laptops/desktops. • Independently manages positive workflow creating positive relationships with end users. • Set-up and modify online delivery accessibility to assist in customer problem resolutions. • Communicates in market language to clinical staff in non-technical easy to understand dialogue.



Loma Linda University Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• IT Desktop Support Technician

  • Mar 2018 - Dec 2019

  Loma Linda, California, United States • Perform system upgrades including service packs, patches, hot fixes and security configurations. • Create, modifies and pushes software remotely utilizing Citrix, remote desktop and DLM. • Demonstrate technical troubleshooting ability under high risk support tickets (20 per day). • Work with other functional IT areas to ensure policies and procedures are practiced.



Intel Corporation

• United States
• Semiconductor Manufacturing
• 700 & Above Employee

• IT Desktop Support Specialist

  • Dec 2017 - Mar 2018

  Folsom, California, United States • Support, maintain, update and diagnose EMR records following HIPPA compliance and P&P’s. • Effectively handles multiple calls at one time while remaining cool under pressure and stress. • Research, diagnoses, resolves and escalates technical procedural issues by phone or SMS. • Troubleshoot point-of-care medical and mobile applications to drive clinical resolutions.



Unity Health

• United States
• Hospitals and Health Care
• 400 - 500 Employee

• IT Desktop Support Technician II

  • Jun 2014 - Jun 2017

  San Bernardino, California, United States • Achieve user satisfaction rating 4.8/5.0 (15% higher than average) for fast quality ticket resolution. • Set up secure Wifi, LAN and VoIP network configuration and performance tuning of infrastructure. • Perform Customer Service Patient Care documentation following HIPPA patient confidentiality. • Respond, logs and communicates (phone, SMS, email, chat) with utilization of ICD-10 Codes.



Sam's Club

• United States
• Retail
• 300 - 400 Employee

• Customer Service Rep/Retail Salesmanship

  • Aug 2012 - Jul 2014

  Citrus Heights, California, United States • Awarded best Customer Service salesman for increasing sales by 10% within 6 months’ time. • Expert in maintaining professionalism under stress while still advocating customer service. • Commended for initiative, enthusiasm, tenacity, persuasiveness, and intense customer focus. • Obtained a high standard of service for POS system knowledge, cleanliness and IBM maintenance.



American Red Cross

• United States
• Non-profit Organizations
• 700 & Above Employee

• IT Help Desk Support Technician Tier I

  • Feb 2010 - Aug 2013

  Santa Rosa, California, United States • Provide LVL 1 technical support for 130+ users to ensure quick resolution without ticket escalations. • Built, maintain and services desktop, monitors, printers, scanners and software data peripherals. • Exceptional clear and concise documentation of ticketed solutions from service ticket programs. • Manage, supports and administers all windows Operating Systems with installation support.



REI

• United Arab Emirates
• Information Technology & Services

• Customer Service Representative

  • Jan 2012 - Jun 2013

  Rancho Cucamonga, California, United States • Responsible for providing online support confirmations with sensitive customer information. • Provide customer electronic support for outdoor equipment, installations, and updates. • Help, promote and troubleshoots customer concerns with expert communication abilities. • Utilize technical experience and customer service to boost customer membership clientele.