Highly motivated IT professional with a broad range of technical support, customer service experience and a demonstrated ability to provide highest levels of support by phone and email. Proven ability to communicate and collaborate with cross-functional teams and explain highly technical information in an easily understandable manner at all levels. Demonstrated commitment to superior customer service through positive attitude, leadership, and teamwork. Resourceful, creative thinker able to multi-task and prioritize deadlines.
* Troubleshooting *Customer Service *Problem Solving *Technical Support *Bug Tracking *Beta Testing
*Leadership & Training *Customer Training *Help Desk *Cloud Based Telephony Systems*Video Conference
Windows 7 *Windows 8.1 *Macintosh OS X *Citrix
Cisco Routers/Switches *Finisar's Network Splitters & Taps *Finisar's LAN, SAN & WAN Hardware Analyzers *Net Optics Taps 10/100/1000 *ShoreTel IP Phone *Shoregear IPBX Switch & Shoregear T-1 Switch *HP ProCurve switch *Sharp Copier *HP Printer Server
Windows Server 2008 Active Directory * Microsoft Exchange Server
Ticketing Software Application
Service Desk*Service-Now*Clarify*Remedy*Microsoft CRM*Peregrin
Satellite HealthCareRedwood City, CADesktop Support Engineer
Provide phone support to doctors, nurses, clinical managers, administrative supervisors and facility technicians.
Administrate adds, moves, and changes of HP Compaq computers, laptops, printers, and monitors for 87 internal medical facilities within a Citrix environment.
Utilize Citrix Director to reset Citrix profiles and restart Citrix sessions.
Create new user accounts within Windows Server 2008 Active Directory.
Create new email accounts using Microsoft Exchange.
Reset passwords using McAfee Endpoint Encryption Manager on all assigned company laptops.
Assist development with bug tracking by reporting problems discovered by medical professionals using Satellite Healthcare's proprietary software.
Provide desktop support on locally assigned corporate office computers.
Utilize VNC & Remote Desktop to access computers remotely.
Utilize SolarWinds for network monitoring for all HP Procurve switches, SonicWall firewalls and Cisco video codecs.
Administrator of cloud based InContact telephony system & Service Now ticketing system.
Key Achievements: Coordinated the InContact cloud base telephony system project from inception to completion.
Successfully trained 114 corporate employees on the Cisco Telepresence SX10 video conference system.
Coordinated training for patient medication tracking system for all home training dialysis centers.
Trained Medical Assistants on how to use Sharp Copiers to scan patient documentation into proprietary.
software system Trained Medical Assistance on how to inventory medication using proprietary medication inventory system.