Service Desk Tier 1 Support Specialist

• Jun 2015 - Present

• Providing technical support to executives and staff by troubleshooting computer issues. • Configures desktop and laptop computers using Altiris Deployment Console. • Answering customer emails and calls, interfacing with ticket system to track user problems. • Maintains 95% or higher first call resolution (FCR) for service calls. • Experience with VDI, VPN and remote access technologies. • Creating and managing accounts for RSA tokens and iron keys for clients. • Troubleshooting migrations issues for Windows X. • Installing network printers. • Troubleshooting network, software and printing issues. • Reset virtual machines. • Assisting clients with Cisco phone, VOIP and cell phone setup and configurations. • Resetting voicemail passwords. • Managing user accounts and group membership in active directory. • Reset network passwords. • Confirming group membership. • Provides technical support for Adobe Pro X1, MS Office 2013 & 2016 and Office 365. • Configures desktop and laptop computers using imaging in Altiris Deployment Console. • Assisting client with using and synching One Drive. Show less

Functional Analyst

• Oct 2019 - Jan 2021

Functional Specialist

• Feb 2020 - Dec 2020

Helpdesk/Customer Service Representative

• Sep 2013 - Apr 2014

Resolving tier 2 troubleshooting issues (password resets, network connectivity issues, etc.) for the end client or escalating to appropriate tier. Walks the user through a series of steps to determine problem; classifies level, priority, and nature of problem. Diagnosing problems and/or problem requiring physical interaction with end user; notifying technical support specialists from appropriate team. Opening, tracking, and closing trouble tickets; ensures problem ownership and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned. Provide Remote Access Support for Citrix and VPN. Experience in the set-up, configuration, use, and trouble shooting of computers. Responds to incoming inquiries from healthcare providers, government officials, key stakeholders and IT Vendors. Assisting end-users and IT specialists by phone and email with first-level technical support. Show less

Help Desk Support

• Jul 2013 - Oct 2013

Assisting staff in troubleshooting information technology issues via phone, email, or walk-up. Understanding customer’s issues and providing resolution or transferring call to appropriate staff. Responsible for the general maintenance of the call reporting/tracking system Remedy. Communicating with clients until final resolution is achieved. Assisting staff in troubleshooting information technology issues via phone, email, or walk-up. Understanding customer’s issues and providing resolution or transferring call to appropriate staff. Responsible for the general maintenance of the call reporting/tracking system Remedy. Communicating with clients until final resolution is achieved.

Office Assistant

• Nov 2012 - Jul 2013

Office Assistant 02/2013 - 07/2013 Maintains patient files and retrieves files for scheduled appointments. File all patient data upon receipt of information. Responds to requests for medical records. Medical Billing & Coding Intern 12/2013 - 02/2013 Providence Hospital, Financial Counseling Office, Washington, DC Obtained and entered patient information into Meditech Healthcare Information System. Scanned patient records into health system and created electronic folders. Initiated contact with patients to make payment arrangements for their account(s). Answered inbound calls from various hospital client sites regarding billing questions. Show less

Field Representative

• Aug 2008 - Aug 2010

Performed interviews with customers to collect data as required for current, ongoing and one-time surveys, and special censuses. Visited customer's homes or contacted by telephone to obtain monthly data for surveys. Explained purpose of the survey and answered questions concerning the survey. Entered information received into laptop and transmitted data to headquarters daily. Maintained payroll records, and reimbursements for travel. Submitted request for supplies and materials as needed. Show less