Experience

ATRIO Health Plans

• United States
• Insurance
• 1 - 100 Employee

• Systems Administrator

  • Nov 2021 - Present



VEIC

• United States
• Non-profit Organizations
• 200 - 300 Employee

• Senior Help Desk Support Technician

  • May 2011 - Present

  Help Desk Support Specialist (June 2013-Present)• Provide direct and timely support (email/phone/chat) to staff (remote or onsite) at all levels of company in compliance with established internal/external service level agreements.• Customer Service soft skills are the primary tool for me as a successful support agent with 9+ years consistently meeting or beating SLA requirements as set forth by clients/contracts.• Inventory systems (additions/removals/edits), imaging, retirement processes to EoL disposal.• Large scale system purchasing: o Sourcing of part numbers, quotes, communications with vendors and eventual purchase.• System Center Configuration Manager o Client systems management tasks o Package management• VoIP Phone Systems – Configuration, management, licensing and additions/removals/updates• Mobile Devices – worked with Verizon and AT&T Enterprise vendors. Device management, purchases, upgrades etc performed through enterprise business portals. o This includes support for enterprise software for mobile devices (Outlook, MS Authenticator, mail / calendar, Teams, etc.)• Audio/Visual equipment set up (Projectors etc…)• 1 Full year of full time remote support experience during COVID19 (March of 2020-X of 2021) Show less

• Help Desk Manager

  • May 2011 - Jun 2013

  Management of the Help Desk, 4 direct reports.• Supervised and supported the IT Help Desk staff: Weekly checkins provided a granular view of performance, coupled formal yearly review, and setting professional development goals to maximize performance and quality.• Recruitment and orientation of new help desk staff.• Provide mentoring and coaching to staff to improve team effectiveness and growth opportunities for individual growth and development through purchased training for staff.• Work with the IT director to define SLA and the Help Desk team to oversee their implementation.• Work with the Help Desk team to define SOPs.• Exercise careful and mature judgment in protecting the security of private, privileged, sensitive, and confidential information.• Execution recruitment, hiring, supervising, training and assessment of direct reports.• Reporting on Help Desk performance to support SLA compliance.• Documentation of Help Desk Services, operational toolset Show less



University of Vermont

• United States
• Higher Education
• 700 & Above Employee

• Information Technology Professional

  • Nov 2003 - May 2011

  • Provide high-level technical support for clients including networking, operating systems, applications, storage, security, and document printing and management. Includes installation, configuration, problem resolution, and optimization of networked hardware and software. • Serve as tier 3 support for distributed information technology professionals. • Provide direct client guidance and support for mobile device platforms and associated software – Palm, Android, iPhones, Windows Mobile and BlackBerry. • Serve as a leader and technician in high volume client venues (CDC/Helpline), as well as providing support for issues escalated from those services. • Provide dedicated service to specific departments as directed. • Exercise careful and mature judgment in protecting the security of private, privileged, sensitive, and confidential information. • Participates in recruitment, hiring, supervising, training and assessment of student employees (student consultants). Show less