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Client Tech Engineer I Resume Example

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CLIENT TECH ENGINEER I
Professional Summary

Enthusiastic Asset Manager eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of software/hardware lifecycles, E-Waste Management, Print Management and training in deploying software using PDQ and Dameware. Motivated to learn, grow and excel in Asset Management, Print Management and Project Management.

Skills
  • Asset Lifecycle Management
  • Troubleshooting technical issues
  • Client satisfaction-driven
  • Software Installation
  • Adobe Acrobat and Creative Cloud
  • MS Office Suite with Project and Visio
  • Inventory Management
  • E-waste Management
  • Team building
  • Time management
  • Regulatory Compliance
  • Policy Development
  • Sharepoint
  • Managed Print
  • Printer Configuration
  • SCCM, Dameware and PDQ
Work History
Client Tech Engineer I | 01/2018 to 03/2020
Vidant Health - Greenville, NC
  • Involved in the management of software and hardware acquisition, compliance, maintenance renewals, installations, life cycle planning and costing.
  • Oversaw managed print vendor for over 4,000 laser print devices to ensure contract compliance, print reduction and customer service issues.
  • Point of contact for user issues and complaints with onsite print vendor and escalated as required.
  • Configured hardware, devices and software to set up work stations for employees.
  • Entered and updated asset information in database to ensure assignment to correct user and location.
  • Worked directly with e-waste vendor to schedule pickups, sign BOLs, receive payments, reconcile payments for delivery to corporate accounting and to upload data for disposal of recycled assets in the ServiceNow database.
  • Received, cataloged and managed Certificates of Destruction for hard drives that were destroyed containing patient health information.
  • Maintained software repository in ServiceNow to track licensed software assignments for compliance purposes.
  • Worked directly with End User Services teams to validate software licenses and transfer software from one device to another.
  • Received user requests for software, justified need, ordered from vendor and installed/tested in a timely manner.
  • Assisted users in vetting new software in the Application Portfolio by collecting information for network testing by the Security Team.
  • Contacted users to obtain justification for high-dollar software requests such as Microsoft Project, Microsoft Visio and Adobe Creative Cloud products.
  • Kept organizational users on same annual use cycle in order to assign and or revoke access to Adobe Creative Cloud licenses in the Adobe portal.
  • Ordered software licenses from vendors, created purchase requisitions in PeopleSoft, documented accounting journal entries for license charge backs to user cost centers and delivered monthly reports to Accounting Team.
  • Ran reports in SCCM to verify existing software applications and versions.
  • Pushed software installs to user workstations over business network using PDQ or Dameware.
  • Installed office software, modified , repaired and resolved technical issues.
  • Created new print queues in EPIC s system along with the required LWS records to add new devices to dedicated print servers.
  • Used EPIC Data Courier to move data from POC, Test and Production environments.
  • Updated LWS and ERP records when user workstations were replaced to ensure EPIC back-end printing capabilities.
  • Used Print Management system to update print settings, print test pages and clear print queues for both Windows and EPIC printing.
  • Maintained high tech support standards for quality and productivity metrics.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Demonstrated professionalism and courtesy with customers while working to resolve complaints, problems or respond to questions.
  • Co-authored Software Harvesting and Reclamation Policy.
  • Developed workflows and ticket creation for the ServiceNow platform.
  • Worked with End User Services Team to resolve user software issues, improve operations and provide exceptional customer service.
  • Lead on Print Reduction Project to reduce print, paper and waste throughout the organization.
  • Developed and maintained user relationships to ensure delivery of exceptional customer service and problem resolution.
  • Vidant Gives Ambassador representative for fundraising efforts.
  • Member of the IS ELF team, which funded and coordinated team building activities and parties for the entire department.
  • Gathered data on integration issues and vulnerabilities and reported all findings, including improvement recommendations.
  • Worked with project managers, developers, quality assurance and customers to resolve technical issues.
  • Installed and configured software applications and tested solutions for effectiveness.
  • Versed in complete software life cycle from preliminary needs analysis to enterprise-wide deployment and support.
  • Walked clients and internal staff through troubleshooting steps to resolve common software issues.
  • Identified cost-saving opportunities and reduced compliance risk through software license audits.
  • Coordinated internal audits and led remediation efforts for identified deficiencies.
  • Developed project plans identifying key issues, approaches and performance metrics.
  • Supported business continuity and disaster recovery.
Onsite Dispatcher and Technician Manager | 07/2015 to 12/2017
Precision Document Solutions - Greenville, NC
  • Undertake administrative functions and serve as a clearinghouse for information and requests for service and issues related to print troubleshooting, technical support, services, parts requests and records management requests.
  • Essential Functions: Collect information by listening and asking questions of customers in order to determine needs, creating dispatch tickets and assigning technicians to resolve issues for users.
  • Additional duties included daily management of technician schedules, provide daily updates to client, manage/order stock and oversee inventory.
  • Point of contact for client End User Services, cabling and Telecom teams.
  • Enter, updated and close user incident tickets and tasks inboth the ServiceNow and E-Auto ticketing systems.
  • Ensured users were contacted in timely manner to maintain client SLA expectations.
  • Remote accessed print devices to troubleshoot and adjust/update settings and firmware as needed.
  • Provided in-person education for users on how to operate multi-function print devices and the secure print option.
  • Worked directly with client account manager to provide daily updates and resolve any issues with service and ensure contract compliance.
  • Provided metrics and data to corporate account manager to complete quarterly business reports for client.
  • Reported directly to client's Director of End User Services to ensure client satisfaction and to provide update information.
  • Assisted technical team with organizational print consolidations efforts to reduce print costs by reducing the number of print devices in the environment.
  • Identified inefficient print devices and created tickets to have them replaced with efficient models.
  • Accessed network devices to flush DNS and obtain IP addresses.
  • Pushed configuration files to new devices using HP Webjet Admin.
  • Personally attended Quarterly Business Report meetings with client to be available for questions.
  • Responsible for assigning monthly page counts to techs for billing purposes.
  • Created, entered and updated Move-Add-Change forms for new and relocated print devices.
  • Responsible for coordinating and assisting in monthly and quarterly inventory counts.
Administrative Assistant | 07/2009 to 06/2015
Carteret General Hospital - Morehead City, NC
  • Reported directly to Chief Financial Officer and Risk Manager to provide administrative support, draft policies, schedule Finance Committee Meetings, create monthly board packets, record and transcribe meeting minutes for inclusion in Board binder.
  • Answered calls, scheduled appointments, secured corporate travel and prepared expense reports for payment.
  • Assigned to take and distribute meeting minutes at monthly Leadership Meeting, team huddles and the RAC Committee Team meetings.
  • Time keeper in several departments in charge of editing time cards in the Kronos system.
  • Drafted patient correspondence for review and approval by managers.
  • Scheduled and secured meeting space for depositions for corporate attorney in malpractice and liability cases.
  • Collected legal pleadings in case notebooks for Risk Manager in chronological order for court appearances.
  • Assisted Risk Manager in entering patient adverse event data in the event reporting system.
  • Assisted accounting team in preparing financial statements, making copies and mailing data to required parties.
  • Read and understood Financial Statements, Statements of Accounts and budgetary financial documentation.
  • Assisted Accounting Department with producing data and documentation for audit purposes.
  • Ordered, accounted and kept acceptable levels of office supplies for multiple departments.
  • Departmental Safety office to perform quarterly inspections.
  • Point of Contact on call tree for all Joint Commission survey visits.
  • Assigned, maintained and distributed the weekly Leader on Call schedule information to leadership.
  • Assisted Risk Manager with documentation required for Life Safety inspections.
  • Read and interpreted legal proceedings.
  • Completed and filed applications for provider numbers for new physicians and clinics.
  • Assisted with the collection and filing of information for Certificate of Need (CON) purposes.
  • Collected W-9 information from prospective vendors for addition to the database for approved payments.
Paralegal/Front Office Manager | 01/1996 to 07/2009
Bevin Wall, Attorney At Law - Newport, NC
  • Organized contracts and closing documents for rentals and purchases.
  • Used public databases such as the Register of Deeds and Clerk of Court's office to conduct lien research.
  • Obtained title insurance policies to update title to submit for binders for commercial and real estate property closings.
  • Drafted and assisted in the execution of North Carolina Offer to Purchase contracts.
  • Scheduled, researched, prepared c;losing documents for purchases and refinances.
  • Assisted buyers and sellers with the execution of the closing documents required to purchase or refinance property.
  • Assisted buyers and sellers with the execution of the closing documents required to purchase or refinance property.
  • Received, completed, executed and disbursed lender loans packages for clients.
  • Deposited and disbursed funds in client Trust Accounts, calculated and delivered mortgage payoffs and quickly and completely disbursed funds according to the signed closing statement.
  • Updated titles for judgments and liens for filing in the Register of Deeds Office.
  • Drafted metes and bounds legal descriptions for property transactions.
  • Entered and created lender required documents using SoftPro.
  • Assisted with Estate Planning by drafting Wills and General of Healthcare Powers of Attorney.
  • Securely filed wills with the Estates Clerk.
  • Filed Articles of Incorporation with the NC Secretary of State to form new corporate entities or Limited Liability Companies.
  • Prepared and filed annual reports with the NC Secretary of State.
  • Applied for corporate Federal and State tax identification numbers.
  • Met with bankruptcy clients to obtain information for filing a Chapter 7 or Chapter 13 in Federal Court.
  • Received and deposited business and Trust Account deposits in proper accounts and entered data in Quickbooks for reconciliation.
  • Interviewed possible new employees and completed HR and payroll documentation.
  • Calculated, completed and distributed weekly payroll checks to employees.
  • Adhered to privacy laws to avert possible information breaches and protect client data.
  • Trained and managed three employees in best practices and protocols to ensure maximum productivity.
  • Conducted phone interviews with possible criminal clients to gather information for speeding, DUI and civil cases.
  • Interviewed witnesses for Guardian Ad Litem and Incompetency cases.
  • Assisted attorney in filing county tax foreclosure proceedings.
  • Managed, maintained and ordered necessary office supplies to keep business operations running smoothly.
  • Researched bankruptcy loan files to confirm federal guideline compliance.
  • Conferred with clients and other involved parties to gather and track case information.
  • Reviewed Deed of Trust, Title Commitment and prior bankruptcies documents.
  • Analyzed deeds of trust to verify grantor, grantee, trustee and loan amounts for executive leadership.
  • Created and implemented all policies, work flow processes and work assignments.
  • Communicated with outside vendors on behalf of attorneys and legal departments.
  • Communicated pertinent information to clients via phone, email and mail.
Education
Western Governors University - Salt Lake City, UT | Bachelor of ScienceBusiness Management, Expected in 09/2020
  • Recipient of Priority Status Scholarship
  • Coursework in Economics, Project Management, Supply Chain and Strategic Planning
Carteret Community College - Morehead City, NCParalegal Studies, 08/1994
  • Graduated with 3.8 GPA
  • American Bar Association approved curriculum
Havelock High School - Havelock, NC | High school in College Preparation Studies
  • Graduated in Top 10% of Class
  • Member of National Honor Society
  • Elected Captain of Varsity Softball Team
  • Elected to Vice President of the Science Club
  • Graduated with 3.86 GPA
Certifications
  • Certified Asset Management Professional Certification (CAMP) January 2020 to January 2021
  • Certified Software Asset Manager (CSAM) February 2020 to February 2021.
  • White Belt Six Sigma Lean Training
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Resume Overview

Companies Worked For:

  • Vidant Health
  • Precision Document Solutions
  • Carteret General Hospital
  • Bevin Wall, Attorney At Law

School Attended

  • Western Governors University
  • Carteret Community College
  • Havelock High School

Job Titles Held:

  • Client Tech Engineer I
  • Onsite Dispatcher and Technician Manager
  • Administrative Assistant
  • Paralegal/Front Office Manager

Degrees

  • Western Governors University - Salt Lake City , UT | Bachelor of Science
    Carteret Community College - Morehead City, NC
    Havelock High School - Havelock , NC | High school in College Preparation Studies

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