IS Support Specialist Resume Example
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IS SUPPORT SPECIALIST
Summary
Looking to further my career and obtain a position that will offer a variety of challenges and responsibilities where I can utilize my skills, contribute to a well-rounded and diverse team, and broaden my knowledge in the Health Information industry.
Highlights
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Experience
American Heritage Federal Credit UnionBellmawr , NJIS Support Specialist02/2015 to Current
- Field incoming help requests from end users via both telephone and work orders in a courteous manner.
- Prioritize and schedule problems.
- Escalate problems (when required) to the appropriately experienced technician.
- Evaluate documented resolutions and analyze trends for ways to prevent future problems.
- Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
American Heritage Federal Credit UnionFeasterville , PAIS Support Specialist10/2013 to 02/2015
- Primary responsibility is to respond to requests for technical assistance via phone and to process electronic service requests.
- Support and effectively resolve hardware and software (Kronos, EPIC, etc.,) issues across multiple markets in the Providence enterprise.
- Required to work with administrators and engineers to troubleshoot various applications.
- Research and track problems and procedures to implement future improvements.
Live Nation Entertainment IncCleveland , OHOperations Supervisor01/2013 to 10/2013
- Supervising and assigning specific responsibilities to all personnel, which include work assignments and account processing activities, and other duties, as required by the needs of the customer base.
- Identified opportunities for more efficient and effective business/IT process management (e.g., Lean, VST) Assist in resolving technical issues as part of Production Support /Sustaining.
- Developed timelines, created milestones and reported progress on a regular basis.
- Managing department performance through motivation, monitoring and coaching.
- Monitoring employee attendance, productivity, and other performance markers and providing counseling to employees, as needed.
Ati MetalsMonroe , NCTier II Research Analyst05/2010 to 01/2013
- Respond to requests for technical assistance via phone and/or electronic service requests.
- Diagnose and resolve technical hardware and software issues.
- Experience with user role management and access controls.
- Analyzing processes, applications, systems and data to identify functional requirements for application.
- Track and route problems and requests and document resolutions.
Unisys Technical ServicesCity , STATEDELL/Field Technician11/2009 to 05/2010
- Troubleshoot and/or replace various computer hardware components.
- Upgrade various software components.
- Respond to all service requests in a timely manner.
- Provide in-service technical support to residential and/or business clients.
WeyerhaeuserCity , STATEQuality Lab Technician06/2008 to 08/2009
- Assured implementation of quality control initiatives for manufactured products; responded to customer inquiries and answered complaints in a timely manner.
- Performed departmental audits according to operations standards for quality control/quality assurance, document infractions and devised plans for corrective action.
- Analyzed product quality metrics, audit data, customer feedback, regulatory and workgroup input.
- Lead investigation and resolution of concerns from regulators, retail stores, field QA partners or internal and external customers.
- Created structure and organization of QA files of required suppliers, audits, product safety reviews, operating procedures, product information, compliance documents, certificates and/or critical supporting data in both electronic and paper formats.
- Lead quality resolution activities for the products and operating practices.
- Determined and recommended appropriate mitigation activities to QA leadership team.
Education
Bachelor's Degree:Technical Management2009Devry University, City, StateTechnical Management
Associate Degree:Computer Information Systems2007Griffin Technical College, City, StateComputer Information Systems
Associate Degree:Computer Science2004Gordon College, City, StateComputer Science
Skills
Analytical skills, Business Process and Analysis, coaching, computer hardware, performance counseling, CSS, decision making, HTML, JavaScript, Dragon (dictation software) , leadership, Access, Excel, Microsoft Office Suite, Microsoft Windows, process management, project management, Citrix, quality assurance, QA, quality control, research, safety, scheduling, software installation, supervising, technical support, technical assistance, troubleshooting
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Resume Overview
School Attended
- Devry University
- Griffin Technical College
- Gordon College
Job Titles Held:
- IS Support Specialist
- Operations Supervisor
- Tier II Research Analyst
- DELL/Field Technician
- Quality Lab Technician
Degrees
- Bachelor's Degree : Technical Management 2009
Associate Degree : Computer Information Systems 2007
Associate Degree : Computer Science 2004
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