Information Technology Technician

• Mar 2022 - Present

IT Specialist

• Jul 2019 - Mar 2022

• Promoted to this position to contribute to the operational productivity of the hospital by providing solutions-oriented IT support for the 242-bed hospital, with a focus on minimizing the downtime of hospital Information systems and equipment.• Independently support end-users (hospital employees) via phone, email, and remotely, averaging 8 service tickets per day for issues ranging in complexity and related to various technologies, computer systems, software, hardware, and peripherals.• Effectively contributed to the hospital-wide EMR upgrade from Meditech to EPIC in 2021; assisted with the upgrade and installation of physical monitors and the software upgrade of computers from the Windows 7 OS to Windows 10 OS.• Prioritized operational productivity during the hospital-wide EMR upgrade by creating resource documents and knowledge-based articles to improve employee understanding while facilitating end-user training to ensure a seamless transition.• Proactively monitor trends in end-user issues and network issues by accurately documenting all employee interactions, issues, and resolutions; developed Knowledge base articles to improve self-help efforts and reduce workflow interruptions.• Strategically provide leadership and training to new hires with a focus on maximizing understanding of IT department workflows, productivity expectations, and customer-service techniques to ensure optimal productivity and compliance.• Manage Active Directory administration; creation/deletion of user accounts, password resets, unlocking accounts, removing workstations, and removing distribution groups within Active Directory to ensure hospital security and asset handling. Show less

IT Associate

• Mar 2018 - Jul 2019

• Successfully provided solution-oriented support to end-users with a focus on minimizing downtime through quick resolutions of IT issues across the hospital with a focus on end-user education and training to improve productivity.• Supported end-users in executing software and hardware installation projects while resolving an average of 30 tickets per week related to printer errors, password resets, printer repairs, blackberry set up, and replacement of peripherals.• Independently managed the triage process to determine the best course of action while maintaining thorough documentation of the resolution process; created step-by-step resource documents to minimize frequent/trending issues.• Minimized disruptions to the workflow by installing, troubleshooting, and maintaining office technology (phone, printer, projector, tablet, laptop) and performed backups, app/software installs and updates, hardware modifications, and repairs.• Maximized the new hire onboarding process by collaborating with the HR department to assist new hires in accessing the HRIS system and Microsoft enrollment; created a training sheet that documented FAQ’s and frequently used applications. Show less

Call Center Representative

• Nov 2016 - Mar 2018

• Establishes communication with Clients to promote effective relationships with the company • Responsible for accurately and confidently handling customer inquiries • Contribute to promotion of product and services through recommendations that meet customers’ needs • Exercises sound judgment and accurately calculate taxes, fees, one time charges and recurring monthly charges • Research and escalate customers’ inquiry as necessary to provide a prompt resolution • Prepare work orders, processes payments and attempt to collect delinquent account balances Show less

Customer Service Representative

• Oct 2015 - Nov 2016

• Sale of Data Plan for three major telecommunication companies and surpassed monthly sales goals • Manage customers inquiries and provide resolutions • Provide update of sales metrics and inventory replenishment to field managers • Sale of Data Plan for three major telecommunication companies and surpassed monthly sales goals • Manage customers inquiries and provide resolutions • Provide update of sales metrics and inventory replenishment to field managers

Production Assistant

• Oct 2014 - Jul 2015

• Greet guests and visitors in the production office • Perform research on potential show topics or guests • Assist in arranging props, set and Video shoot for live show • Handles administrative tasks related to show production, such as creation and maintenance of show folders • Assist Field Producer with interviews at different locations each week • Greet guests and visitors in the production office • Perform research on potential show topics or guests • Assist in arranging props, set and Video shoot for live show • Handles administrative tasks related to show production, such as creation and maintenance of show folders • Assist Field Producer with interviews at different locations each week

Production Assistant Intern

• Nov 2014 - Apr 2015

• Responsible for researching content, pictures and audio future episodes • Social Media tracking of show content trends and Website • Assist in arranging props, set and Video shoot for live show • Monitored and tracked bodybuilding celebrity through different social media channels like Facebook, YouTube, Twitter, etc. • Responsible for researching content, pictures and audio future episodes • Social Media tracking of show content trends and Website • Assist in arranging props, set and Video shoot for live show • Monitored and tracked bodybuilding celebrity through different social media channels like Facebook, YouTube, Twitter, etc.