Lead Technology Support Partner

• Nov 2021 - Present

IT Specialist III

• Sep 2019 - Sep 2022

⦁ Provided more in depth support of hardware, including driver troubleshooting, imaging and deployment of Dell AIO PCs and WYSE devices, and coordinating with the vendor to RMA malfunctioning hardware ⦁ Managed a select group of PCs in a specific OU of Active Directory to ensure they were organized properly and would pull the right group policy ⦁ Participated in multiple projects like phone deployment for a new building on Denver Health campus and preparing bulk orders of Work-From-Home… Show more ⦁ Provided more in depth support of hardware, including driver troubleshooting, imaging and deployment of Dell AIO PCs and WYSE devices, and coordinating with the vendor to RMA malfunctioning hardware ⦁ Managed a select group of PCs in a specific OU of Active Directory to ensure they were organized properly and would pull the right group policy ⦁ Participated in multiple projects like phone deployment for a new building on Denver Health campus and preparing bulk orders of Work-From-Home equipment for the COVID-related push to support more work from home employees ⦁ Provided more technical support in phone systems and accessories, such as Cisco Unified CM Administration, Cisco Unity Connection Administration, and Vocera ⦁ Supported multiple business applications like API Time & Attendance, Deduct-It, Microsoft Office, VPSX, Sharepoint, Cherwell, and XenMobile

IT Spec II

• Dec 2018 - Sep 2019

⦁ Evaluated the Tier I employees’ calls for quality assurance ⦁ Trained multiple new hires for the Tier I position ⦁ Edited and maintained one-steps in Cherwell for the Help Desk team ⦁ Worked on activating, replacing, and maintaining inventory of company pagers, often requiring coordination with a vendor ⦁ Maintained help desk knowledge base through updating, creating, and retiring documentation on various workflows ⦁ Worked with management on evaluating our QA process by using… Show more ⦁ Evaluated the Tier I employees’ calls for quality assurance ⦁ Trained multiple new hires for the Tier I position ⦁ Edited and maintained one-steps in Cherwell for the Help Desk team ⦁ Worked on activating, replacing, and maintaining inventory of company pagers, often requiring coordination with a vendor ⦁ Maintained help desk knowledge base through updating, creating, and retiring documentation on various workflows ⦁ Worked with management on evaluating our QA process by using multiple reports of various performance-related data

IT Spec I

• Feb 2018 - Dec 2018

+Provided technical support in an environment of over 7000 users, both in-person and remotely +Maintained consistent KPI numbers such as call time, first call resolution, and customer satisfaction +Adhered to strict security standard operating procedures such as verifying user's identities and following a chain of command for service requests +Handled PHI securely on a daily basis +Developed a new procedure for runner/dispatcher communication +Used Cherwell to document, route… Show more +Provided technical support in an environment of over 7000 users, both in-person and remotely +Maintained consistent KPI numbers such as call time, first call resolution, and customer satisfaction +Adhered to strict security standard operating procedures such as verifying user's identities and following a chain of command for service requests +Handled PHI securely on a daily basis +Developed a new procedure for runner/dispatcher communication +Used Cherwell to document, route, and process tickets from users +Built a few one-steps in Cherwell to automatically document routine tickets +Handled a number of projects during downtime, including tracking incidents with no documentation and reorganizing/consolidating distribution lists in Active Directory +Created accounts and granted access to the organization's Electronic Health Record system for both employees and patients +Gained experience working the morning, day, evening, and overnight shifts at Denver Health +Managed unscheduled downtime while working alone +Generated reports on agent productivity, KPIs

Information Technology & Data Analysis Manager

• Aug 2016 - Jan 2018

+Handled data transfers and exchanges +Generated several monthly statistics packages +Managed several major projects +Provided general technical support +Maintained and organized internal information systems +Performed numerous queries in our internal database +Built and maintained several Access databases for statistics and demographic queries +Controlled several A/V systems throughout the building +Administrated internal network and an external network +Managed… Show more +Handled data transfers and exchanges +Generated several monthly statistics packages +Managed several major projects +Provided general technical support +Maintained and organized internal information systems +Performed numerous queries in our internal database +Built and maintained several Access databases for statistics and demographic queries +Controlled several A/V systems throughout the building +Administrated internal network and an external network +Managed Active Directory +Oversaw PCI Compliance enforcement project on all payment systems +Reorganized shared drives +Administrated VoIP phone systems +Developed training programs, workflow documents and a video resource library +Created standard operating procedures for employee on-boarding, off-boarding, service requests and purchases for equipment Show less +Handled data transfers and exchanges +Generated several monthly statistics packages +Managed several major projects +Provided general technical support +Maintained and organized internal information systems +Performed numerous queries in our internal database +Built and maintained several Access databases for statistics and demographic queries +Controlled several A/V systems throughout the building +Administrated internal network and an external network +Managed… Show more +Handled data transfers and exchanges +Generated several monthly statistics packages +Managed several major projects +Provided general technical support +Maintained and organized internal information systems +Performed numerous queries in our internal database +Built and maintained several Access databases for statistics and demographic queries +Controlled several A/V systems throughout the building +Administrated internal network and an external network +Managed Active Directory +Oversaw PCI Compliance enforcement project on all payment systems +Reorganized shared drives +Administrated VoIP phone systems +Developed training programs, workflow documents and a video resource library +Created standard operating procedures for employee on-boarding, off-boarding, service requests and purchases for equipment Show less

IT Service Desk Intern

• May 2016 - Aug 2016

+Assisted in providing general technical support to multiple departments in the facility (hardware swaps/troubleshooting) +Created multiple automated reports through the ticketing system, Cherwell, detailing most commonly occurring tickets, most frequently occurring customers for tickets, etc. +Drafted monthly reports detailing metrics and effectiveness of IT Service Desk workflows +Created workflow documents detailing the procedure for completing various reports +Installed Cisco… Show more +Assisted in providing general technical support to multiple departments in the facility (hardware swaps/troubleshooting) +Created multiple automated reports through the ticketing system, Cherwell, detailing most commonly occurring tickets, most frequently occurring customers for tickets, etc. +Drafted monthly reports detailing metrics and effectiveness of IT Service Desk workflows +Created workflow documents detailing the procedure for completing various reports +Installed Cisco access points in various spots throughout the hospital +Attended multiple vendor selection meetings +Updated organization's 911 Information database Show less +Assisted in providing general technical support to multiple departments in the facility (hardware swaps/troubleshooting) +Created multiple automated reports through the ticketing system, Cherwell, detailing most commonly occurring tickets, most frequently occurring customers for tickets, etc. +Drafted monthly reports detailing metrics and effectiveness of IT Service Desk workflows +Created workflow documents detailing the procedure for completing various reports +Installed Cisco… Show more +Assisted in providing general technical support to multiple departments in the facility (hardware swaps/troubleshooting) +Created multiple automated reports through the ticketing system, Cherwell, detailing most commonly occurring tickets, most frequently occurring customers for tickets, etc. +Drafted monthly reports detailing metrics and effectiveness of IT Service Desk workflows +Created workflow documents detailing the procedure for completing various reports +Installed Cisco access points in various spots throughout the hospital +Attended multiple vendor selection meetings +Updated organization's 911 Information database Show less

Database Intern

• Apr 2015 - Jul 2016

+Database design +CRM Management +Data input +WildApricot Administration +Data manipulation +Website maintenance +Troubleshooting +Participated in the company's annual conference (tech support, customer service, networking) +Problem solving with technology around the office +Creating Excel spreadsheets, drafting documents in MS Word, working on presentations with Powerpoint. +Database design +CRM Management +Data input +WildApricot Administration +Data manipulation +Website maintenance +Troubleshooting +Participated in the company's annual conference (tech support, customer service, networking) +Problem solving with technology around the office +Creating Excel spreadsheets, drafting documents in MS Word, working on presentations with Powerpoint.