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Helpdesk Analyst / Computer Operator Resume Example

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HELPDESK ANALYST / COMPUTER OPERATOR
Summary
Professional, highly analytical, detail-focused, and collaborative; constantly embrace high-visibility, challenging and complex issues in order to support organizational growth and success. Proficient in the use of Meditech software and well-versed in multi-platform troubleshooting (e.g. Mac O/S X El Capitan and all versions of Windows). Extensive strengths in IT operations spanning networking, system administration, security, technical support, PC repairs, incident management, Active Directory, server management, Exchange administration and VoIP support. Considerable training, coaching, mentoring and management skills including evaluating staff performance. Outstanding cultural sensitivity, and able to collaborate with peers, customers, and specialists to steer project success. Exhibit unwavering alignment with the mission, vision, values and strategic goals of MHS. Excel at seamlessly interfacing with key stakeholders to propel forward-moving efforts across multiple initiatives concurrently. Able to travel between all Methodist Health System campuses.
Experience
Helpdesk Analyst / Computer Operator
January 2014 to April 2016Methodist Health System
  • Receive, assess, and appropriately respond to support calls from thousands of physicians and nurses across all Methodist hospitals statewide.
  • Analyze, diagnose, and swiftly resolve issues related to Meditech EHR software, Microsoft applications, Exchange server, Active Directory, print server, Citrix, email, and other third-party software.
  • Troubleshoot, patch, and reboot servers to ensure and maintain 100% continuity and connectivity.
  • Diligently monitor complete hospital network including switches and VLAN via WhatsUp Gold and Openlink to identify and avert service interruptions and outages.
  • Train new doctors and nurses in using Meditech applications to streamline patient charting functions.
  • Proactively assume responsibility for complex calls where peers are experiencing difficulties.
  • Consistently adhere to IMOC procedures from reviewing incident management matrix to opening IT Conference Bridge and subsequent Cherwell problem ticket according to defined helpdesk guidelines.
  • Leverage proficiency in MHS workflows and processes to track calls, detect trends, resolve technical problems, and meticulously document solutions.
  • Continued.
  • Professional Experience continued.
  • MICHAEL HOLDBROOK-SMITH - Page 2 of 2 Decisively recommend key workflows to drive high levels of technical and procedural excellence.
  • Merge technical acumen, leadership talents, and customer relations skills to repeatedly surpass SLA requirements.
  • Champion timely interventions to circumvent and mitigate critical events which would impact operations.
  • Explore and orchestrate process and procedural enhancements among physician helpdesk unit.
Technical Analyst
January 2012 to January 2014Fujitsu America － Richardson, Texas
  • Delivered efficient and quality-focused technical support to 40,000+ users via phone, desk-side support, and preventative maintenance across a large enterprise Windows network for General Services Administration.
  • Employed ITIL-based practices to support a wide range of technologies encompassing Active Directory, Office 365 Cloud Services, SAP, and numerous other third-party programs.
  • Troubleshot and promptly restored network connectivity for email, file servers, printers, desktops/laptops, and other IT infrastructure components.
Technical Support Analyst and Internal Helpdesk Mentor
January 2010 to January 2014Telvista － Dallas, Texas
  • Troubleshot, identified, and rectified issues related to VoIP/digital phone, Internet service, and video systems for Verizon customers to optimize satisfaction, retention, and company reputation.
  • Expertly served as escalation point for all problems reported to Mentor Desk.
  • Applied sharp critical thinking abilities toward conducting root cause analysis to pinpoint solution.
Area Operations Manager and Regional Manager
January 2002 to January 2009Time Warner / Broadband Express New York City and Ohio
  • Advanced to oversee full-scope regional operations for Dayton, Ohio including technology upgrades, installations, hiring/staffing, regional budget administration, report writing, and performance management.
  • Hired A+ certified technicians to perform installations in New York City and provided ongoing coaching, motivation and conflict resolution to foster high employee morale, vital to maximizing productivity.
  • Performed comprehensive incident follow-up to ensure 100% customer satisfaction and SLA adherence.
  • Trained, mentored, and developed technicians to earn A+ certification as a prerequisite to becoming triple-play technicians.
  • Applied dynamic leadership talents toward aligning, mobilizing, and managing 150 technicians and 20 dispatchers.
  • Spearheaded daily safety meetings to achieve and enforce strict compliance with OSHA regulations.
Education
Bachelor's Degree : Liberal Arts, International RelationsLong Island University － New YorkLiberal Arts, International Relations
B.Sc : Computer ScienceComputer Science
A+ Certification, CompTIA PC Repair Certification MCSE and CCNA courses
Skills

A+ Certification, A+ certified, Active Directory, streamline, Microsoft applications, budget, CCNA, Citrix, coaching, conflict resolution, critical thinking, customer relations, customer satisfaction, desktops, EHR software, email, file servers, hiring, ITIL, laptops, leadership, managing, Meditech, meetings, Mentor, MCSE, Exchange server, Office, Windows, enterprise, network, PC Repair, performance management, printers, processes, quality, report writing, safety, SAP, servers, SLA, staffing, switches, technical support, phone, Troubleshoot, upgrades, video, VoIP

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Resume Overview

Companies Worked For:

  • Methodist Health System
  • Fujitsu America
  • Telvista
  • Time Warner / Broadband Express New York City and Ohio

School Attended

  • Long Island University

Job Titles Held:

  • Helpdesk Analyst / Computer Operator
  • Technical Analyst
  • Technical Support Analyst and Internal Helpdesk Mentor
  • Area Operations Manager and Regional Manager

Degrees

  • Bachelor's Degree : Liberal Arts, International Relations
    B.Sc : Computer Science
    A+ Certification, CompTIA PC Repair Certification MCSE and CCNA courses

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