Experience

ArchWell Health

• United States
• Hospitals and Health Care
• 200 - 300 Employee

• IT Site Support Technician

  • Apr 2022 - Present

  Kansas City Metropolitan Area Converted from contractor to full-time employee.

• IT Fields Services Center Technician

  • Nov 2021 - Mar 2022

  Kansas City Metropolitan Area IT support to three clinics in the Kansas City area in the rapidly evolving environment of a startup company where management was fully remote. Responsibilities: -Provided in person support for hardware issues with network devices, desktops, Microsoft Surface tablets, iOS devices and any peripherals used (including scanners, wireless headsets, webcams, monitors and TVs) -Provided low level software support through troubleshooting and education in Genesys telecommunications system… Show more IT support to three clinics in the Kansas City area in the rapidly evolving environment of a startup company where management was fully remote. Responsibilities: -Provided in person support for hardware issues with network devices, desktops, Microsoft Surface tablets, iOS devices and any peripherals used (including scanners, wireless headsets, webcams, monitors and TVs) -Provided low level software support through troubleshooting and education in Genesys telecommunications system, Microsoft Teams (including the Teams application, Teams VOIP on desk phones, and Microsoft Teams Rooms), and general Windows OS. -Documented all issues through ServiceNow ticketing system for record keeping or escalations. -Updated or created KB articles as solutions were found and refined. Worked with upper level IT, Clinical Ops, and third-party vendors to implement new hardware as it was rolled out to clinics. Served as the connection between IT and clinic staff -Maintained constant communication with clinic staff to find new and persistent issues as they arose. -Created a weekly newsletter to help foster transparency between IT and clinic staff which was then implemented by our other four markets. -Created how-to's and educational documentation for coworkers and clinic staff. Assisted remote management in new site openings. -Set up and configured server rack including port mapping, patching and testing all networked devices. -Set up and cable managed all IT equipment except printers and TVs. Relevant Skills: Technical Skills, Troubleshooting, Learning on the Fly, Written Communications, Technical Learning, Hardware Deployment and Testing, Time Management, OSX and Windows.



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Applecare Advisor Career Experience

  • 2020 - 2021

  Transition to technical support of customer needs from in-store to over the phone and web during limited openings of retail locations.

• Technical Specialist

  • 2012 - 2021

  Kansas City, Missouri Area Troubleshoot and provide technical support solutions for a diverse range of issues for Apple products and services with a focus on Apple Portable devices. -Collect relevant and accurate information with a focus on customer experience. -Provide timely solutions through hardware and software repair as well as through customer education when appropriate. -Document customer interaction and all steps followed with attention to accuracy and readability. Intake customers for new and… Show more Troubleshoot and provide technical support solutions for a diverse range of issues for Apple products and services with a focus on Apple Portable devices. -Collect relevant and accurate information with a focus on customer experience. -Provide timely solutions through hardware and software repair as well as through customer education when appropriate. -Document customer interaction and all steps followed with attention to accuracy and readability. Intake customers for new and existing appointments as well as providing them with proper guidance and expectations of store services. Manage in store customers and appointment queues, collect diagnostics and basic information for customer issues to streamline process for technicians taking appointments. Relevant Skills: Functional/Technical Skills, Customer Focus, Conflict Management, Learning on the Fly, Listening, Written Communications, Technical Learning

• Sales Specialist

  • 2011 - 2012



Starbucks

• United States
• Retail
• 700 & Above Employee

• Barista

  • 2011 - 2012

  Kansas City, Missouri, United States