Technical support professional with extensive IT background. Enjoys troubleshooting to find solutions to technical issues.
Highlights
Troubleshooting proficiency
Exceptional telephone etiquette
Patient and diligent
Vast technical knowledge
Microsoft Office expert
Strong ActiveX troubleshooting skills
DHCP/DNS Ethernet and Firewall proficient
MS Office proficiency
Accomplished with mobile devices
HDI Certified
Windows XP/Vista
Proficient in AVG, Printers, PC Security systems
Accomplishments
HDI Certification May 2007
HDI Team Excellence Award 2010 @ DaVita
Experience
Corporate and Franchise Technical Support Analyst, 01/2014 - Current Servpro Industries, Inc – City, STATE, Provide user support for applications provided for the Franchise and Distributor user communities and for Corporate users. Provide support for PC/Desktop workstations, software, printers and other equipment support by Information Systems.Utilize Revelation to manage and maintain a record of all support calls for responses.Develop user documentation to help ensure quality support.Allocate work efforts to follow the time expectations developed by Information Systems Management for the percent of time spent on initiatives, requests, and support.Demonstrate expertise by providing sound, creative technical approaches and thorough knowledge of Microsoft applications, upgrades, patches, and new system technology as utilized in the SERVPRO environment.Assist with the development of user documentation for software is developed in-house, as well as, documentation concerning the application of commercial software to SERVPRO processes. Attend Information Systems staff meetings.Provide other duties and functions as requested by Management.
Dell Epic Clinical Support Analyst, 04/2013 - 08/2013 Dell Healthcare Services – City, STATE, Worked on the Scott and White Hospital Epic Support Team, troubleshooting Epic software and helping the end users in the Clinics and Hospital with Patient Service Specialist, Physician Assistants, Doctors, Nurses, Clinical Directors with the use of Epic, using Remote Access SCCM, ticketing system (Service- Now) and resetting passwords with Novell
HDI Certified Integration Analyst , 10/2006 - 04/2013 DaVita – City, STATE, Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution.Has knowledge of commonly-used concepts, practices, and procedures within a particular field.Troubleshooting and analytical skills to work through issues- Strong skills with supporting Win 2000 & XP MS Office Local Area Networks printers and other peripherals remote assistance Outlook Email etc.- Ability to assist customers remotely over the phone or via Landesk remote control software;Networking technologies and client configuration (TCP/IP, DNS, DHCP, Dial-up networking/VPN); Service Excellence: Serving others — our reason for existingIntegrity: We say what we believe, and we do what we say. We are trusted because we are trustworthy. Team: One for All, and All for One! We work together, sharing a common purpose, a common culture and common goalsContinuous Improvement: We never stand still; we are never satisfiedAccountability: We don't say, "It's not my fault," or "It's not my job." We take responsibility for meeting our commitments — our personal ones as well as those of the entire organization. We take ownership of the resultsFulfillment: We make a difference. We feel rewarded — personally and as a team — because what we do in our jobs is consistent with our goals and dreamsFun: We enjoy what we do. We know kidney dialysis is hard work; but even hard work can be fun.
Employee Response Analyst , 02/2002 - 10/2006 Dollar General Corporate Office – City, STATE, • Provide professional front-line technical support, utilizing resources effectively to reach satisfactory resolution to customer inquiries• Troubleshoot hardware, IBM registers, Symbol & NCR scanners, Ingenico debit machine, v-sat, hub equipment.• Troubleshoot software using Remote Ware, running scandisk-checking PLU files, Parm files, upload directories etc.• Extensive utilization of software, which includes Word, Excel, Access, PowerPoint, Lawson, Remote Ware, Asset Protection Information Systems, Dollar Two (AS-400) using Applix to manage, report sensitive and confidential, Human Resource and general store operation policy procedure support for 8,000 stores.
Education
Bachelor of Arts: Business Administration, Expected in 2013 - San Francisco State University - San Francisco, CA GPA:
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