Experience

Innsoft, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Software Support Technician

  • Nov 2023 - Present

  Beaverton, Oregon, United States



PeaceHealth

• Hospitals and Health Care
• 700 & Above Employee

• Field Services Analyst

  • Apr 2022 - Dec 2022

  Springfield, Oregon, United States Supported the day-to-day technology needs of internal customers in a fast-paced, high-volume environment. Delivered exceptional support services and solutions by coordinating day-to-day priorities, offering technical assistance, and providing end-user education. Provided at-the-elbow support for telecommunications, network, and hardware, demonstrating advanced technical troubleshooting skills. Assisted in the installation, configuration, and maintenance of desktops, laptops, peripheral… Show more Supported the day-to-day technology needs of internal customers in a fast-paced, high-volume environment. Delivered exceptional support services and solutions by coordinating day-to-day priorities, offering technical assistance, and providing end-user education. Provided at-the-elbow support for telecommunications, network, and hardware, demonstrating advanced technical troubleshooting skills. Assisted in the installation, configuration, and maintenance of desktops, laptops, peripheral equipment, and software in adherence to established standards and guidelines. Collaborated with engineering and senior field services analysts to execute software updates and system or device upgrades. Analyzed, investigated, and resolved routine and non-routine Help Desk requests via phone calls, emails, and ticketing systems. Maintained a comprehensive record of customer-reported TSP incidents and service requests, ensuring their resolution and providing direct support to caregivers and cross-functional teams. Participated in the testing and support of standard and nonstandard end-user caregiver hardware configurations. Offered technical guidance, mentoring, and support to PeaceHealth caregivers and TSP partners. Utilized Microsoft System Center Configuration Manager (SCCM), Active Directory, Avaya site administration, and EPIC EMR for end-user support. Assisted in software deployment and implementation of workstation-based applications under the guidance of analysts or TSP leads/client engineering. Show less



N/A

• Wellness and Fitness Services
• 1 - 100 Employee

• Home Care Provider

  • Nov 2017 - Feb 2020

  Sayville, New York, United States Supplied in-home medical assistance and supervision for terminally ill family member and their spouse. Provided physical, mental, and emotional support to family and friends. Performed janitorial and general maintenance duties as required. Assisted surviving family member with downsizing and home sale.



Providence Health & Services

• Hospitals and Health Care
• 700 & Above Employee

• Customer Support Specialist

  • Aug 2017 - Oct 2017

  Hillsboro, Oregon, United States Provided customer-facing technical support for Providence's regional EPIC MyChart portals and Public Employee's Benefit Board (PEBB) portal. Assisted users with little or no technical experience on various computing platforms with login troubleshooting and website navigation while maintaining strict HIPAA compliance. Compiled customer interactions and troubleshooting methods within HP Service Manager software. Emphasized first call resolution and exemplary customer service in a… Show more Provided customer-facing technical support for Providence's regional EPIC MyChart portals and Public Employee's Benefit Board (PEBB) portal. Assisted users with little or no technical experience on various computing platforms with login troubleshooting and website navigation while maintaining strict HIPAA compliance. Compiled customer interactions and troubleshooting methods within HP Service Manager software. Emphasized first call resolution and exemplary customer service in a fast-paced, high volume call center. Assisted other team members with training, call coaching, and technical knowledge to improve customer service and team proficiency. Show less



OHSU | Oregon Health & Science University

• Field Technology Analyst

  • Sep 2014 - Mar 2017

  Portland, Oregon The Field Technology Analyst provides a high level, broad spectrum of technical analysis and support for computing and data communications technologies. Specifically, this class provides for field analysis of ITG core technologies and services, tier 1 and 2 support of those technologies, project management, and a conduit for communications and technical feedback between customers, field support, and ITG tier 3 support groups such as Systems Analysts/Engineers. This position is… Show more The Field Technology Analyst provides a high level, broad spectrum of technical analysis and support for computing and data communications technologies. Specifically, this class provides for field analysis of ITG core technologies and services, tier 1 and 2 support of those technologies, project management, and a conduit for communications and technical feedback between customers, field support, and ITG tier 3 support groups such as Systems Analysts/Engineers. This position is distinguished by a hybrid combination of technology roles that include Systems Analyst, Field Service Technician, Project Manager and Help Desk Analyst. These are multi-tasking, broadly based positions that require a combination of analytic, technical, project management, and customer support skills to provide IT field support across all OHSU missions. The Field Technology Analyst is also distinguished by a broad spectrum and high degree of technical abilities, and the ability to effectively multi-task across job roles and across multiple technology platforms. These technology platforms may include but are not limited to stationary and mobile computing devices, multiple operating systems, virtualization, and converged technologies such as VOIP, Vocera, and other elements of unified communications. Lastly, this class is distinguished by a requirement to rapidly and dynamically respond to a rapidly changing technology environment. Reporting to the Field Services Supervisor, the Field Technology Analyst provides advanced technical expertise and leadership, models service excellence and conduct, and develops cross-team communications to facilitate core competencies and best practices. The Field Technology Analyst also provides liaison with other ITG teams to communicate and assess operational issues, and test, integrate and help implement value added changes while mitigating negative issues in the network or field environment for the customer and ITG. Show less



Portland State University

• United States
• Higher Education
• 700 & Above Employee

• Helpdesk Technician

  • Sep 2012 - Feb 2014

  Portland, Oregon Area Provided first level computing support for faculty, staff, students and alumni with an emphasis on customer service and minimizing response time. Diagnosed and repaired hardware and software issues for university and privately-owned computers, cellular phones, and other data capable devices. Compiled customer transactions and troubleshooting methods within Best Practical RT software. Instructed customers on use of available university computing resources as well as applicable security and… Show more Provided first level computing support for faculty, staff, students and alumni with an emphasis on customer service and minimizing response time. Diagnosed and repaired hardware and software issues for university and privately-owned computers, cellular phones, and other data capable devices. Compiled customer transactions and troubleshooting methods within Best Practical RT software. Instructed customers on use of available university computing resources as well as applicable security and usage policies. Maintained strict adherence to FERPA guidelines. Show less



US Navy

• United States
• Armed Forces
• 700 & Above Employee

• Electronics Technician - Petty Officer Second Class

  • Jun 2006 - Jun 2010

  aboard Naval Medical Center Portsmouth, Virgina Administrated, maintained and repaired over 5600 personal computer systems in a major medical facility and branch clinics. Responded to emergency computer failures to minimize impact on health care to Veterans, Active Duty personnel, and their families. Managed three different work centers of up to fifteen personnel. Included special projects such as the training of personnel and supervision over of the deployment of 496 replacement computer systems. Conducted software and hardware… Show more Administrated, maintained and repaired over 5600 personal computer systems in a major medical facility and branch clinics. Responded to emergency computer failures to minimize impact on health care to Veterans, Active Duty personnel, and their families. Managed three different work centers of up to fifteen personnel. Included special projects such as the training of personnel and supervision over of the deployment of 496 replacement computer systems. Conducted software and hardware training as necessary to improve individual personal computer usage while providing excellent customer service to staff members, healthcare personnel, and patients. Deployed to Expeditionary Medical Facility, Camp Arifjan, Kuwait August 2006 - March 2007. Maintained personal computers, communications and cryptographic equipment in a wartime medical facility. Trained junior personnel in the proper setup, maintenance, and documentation of personal computers and their networks. Responsible for the inventory and dispensation of assets and consumable resources for the main facility and four branch clinics.

• Electronics Technician - Petty Officer Third Class

  • Mar 2001 - Jun 2006

  aboard USS Monterey CG-61 Operated and maintained communications, radar, navigation equipment, integrated instrumentation and personal computer systems in a wartime environment. Troubleshooting was done to a component level where possible with a focus on minimizing system down-time. Conducted organized training for both operators and repair technicians on aforementioned systems. Served as one of two active Surface Search and Rescue Swimmers. Conducted crew training and exercises for readiness in afloat rescue and… Show more Operated and maintained communications, radar, navigation equipment, integrated instrumentation and personal computer systems in a wartime environment. Troubleshooting was done to a component level where possible with a focus on minimizing system down-time. Conducted organized training for both operators and repair technicians on aforementioned systems. Served as one of two active Surface Search and Rescue Swimmers. Conducted crew training and exercises for readiness in afloat rescue and recovery operations. Participated in continual physical and technical training to remain within participatory standards. Qualified as Team Leader for shipboard Security Reaction Forces. Trained in tactical movement, close quarters combat scenarios, use of lethal and non-lethal weapons, as well as proper detainment, restraining, and search technique. Lead coordinated groups of up to eighteen personnel in high stress drills to maintain security readiness.