Customer service-oriented Desktop Support Specialist committed to resolving problems for customers quickly and accurately to reduce downtime and increase productivity. Dynamic Computer Technician experienced in all aspects of hardware, software and operating systems maintenance and repair. Possesses in-depth knowledge of advanced diagnostic techniques.
Computer diagnostics and repair
Virus and spyware removal
Remote desktop support
Restore backup files
• Avaya • Microsoft Windows XP,7 & 8
• Microsoft Office 2003/2010/2013 •Active Directory
• Norton Ghost • Anti –Virus software
• Rapore • Computer backups
• Tricerat • Meditech
• Landesk • Team Viewer
• Group Policy • File permissions/Shares
While with Catholic Health Initiatives our team opened up 2 new hospitals, installing all of the computers and printers. We then brought them up on the network using both wired and wireless. While at Primed Management we moved the Sacramento office to a new building and connected all the computers and phones to the new closet. While with Cardiac Science I became a Specialist in all 3 of their applications.
Provided 7/24 phone support for 27,000 hospital and clinic users. First level support for Cerner Pic and RCI applications, Aperek and MS office. Used PC Anywhere to remote to users systems to attempt to correct their issue or to gather information and screen shots for the Heat ticket before passing it on to the correct department.
I supported the users in the Sacramento office and provide vacation support for the users in the San Ramon office. This entailed taking care of their PCs, installing new phones and setting them up in the Avaya system. I also assigned their desk phone numbers and punched down their ports. I connected all data, voice and DSL ports in the network closet. Setup up video conferences and also the sound system for offsite presentations. I set up their email on their personal cell phones by first by making sure that they were password protected and then connecting them to our OWA server. With the user of Team Viewer I was able to support our users working from home.
I was one of 18 support specialists supporting 7000 users and 4000 computers located at 5 hospitals, doctor's offices and clinics. We purchased and re-imaged all incoming PCs and laptops to our standard images and handled all application licensing. We created user and email accounts and after checking with their manager we would then add the user to the AD groups necessary for their job function and file access. We had access to Active Directory and fixed any naming issues in DNS. We could also check DHCP to see that the correct IP address was assigned to the printers. We were responsible for the print servers for all of the hospitals and would install printers and share them out. Managed the network closets and any cross connects. Used Rapore to push out new images and Tricerat to manage printing on all the thin clients. Used Landesk to remote to users PCs and push out software and updates. Landesk was also used for all imaging of new PCs. Kept track of all IS assets in a spreadsheet. Our group also assisted the opening up of 2 new hospitals by installing all the new computer and printer equipment and bringing it online.
At Highline we supported 2 hospitals and several doctors' offices with a total of 800 computers and 250 Printers. We handled the first level support calls that dealt with all printer, PC and password issues. This included issues with file permissions, problems connecting to Meditech or our network through Citrix. We also handled calls with questions on the use of the Office applications. We supported the Meditech application and handled any issues with printing, email or forms. Other application calls were routed to the correct applications specialist or the network group for any server issues. All calls were then logged into a spreadsheet for call tracking. Our goal was to have 85% of the calls handled by first level support. I was also tasked with creating a procedure manual documenting the steps for all the functions that we performed.
At Cardiac Science we provided applications support for their Q-Stress, Q-Tel RMS and Q-Track Software and hardware platforms. We took calls from customers that were having issues and would try to solve the issue over the phone. If we could not solve the problem we would gather as much information as possible so we could duplicate the issue in our lab. We would then document the steps before forwarding it to the developers. All of our products were networked so this also could include helping them re-establish their connection to their servers or correcting any user rights issues. We would then log the calls into our database (Syteline). We also created parts orders and dispatched Field Service Engineers for onsite repairs. Part of our duties also included classroom training of new employees and Hospital biomeds attending our classes.
I graduated at the top of my class and was the first to get their MCSE.
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