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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
  • C++, HTML/CSS, JavaScript
  • Business Process and Analysis
  • Project Scheduling/Resource Management
  • Microsoft Office Suite (Excel, Access, etc.)
  • Microsoft Windows Network Infrastructure
  • Critical Path/Trend Analysis
  • Hardware/Software Installation
Experience
Providence Health and Services Renton, WA IS Support Specialist 02/2015 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.
TEK Systems/Providence Health and Services Renton, WA IS Support Specialist 10/2013 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.
TEK Systems/The Boeing Company Bellevue, WA Operations Supervisor 01/2013 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.
TEK Systems/The Boeing Company Bellevue, WA Tier II Research Analyst 05/2010 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 Services Seattle, WA DELL/Field Technician 11/2009 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.
Weyerhaeuser Griffin, GA Quality Lab Technician 06/2008 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 Management 2009 Devry University, Decatur, GA Technical Management
Associate Degree: Computer Information Systems 2007 Griffin Technical College, Griffin, GA Computer Information Systems
Associate Degree: Computer Science 2004 Gordon College, Barnesville, GA Computer 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

Companies Worked For:

  • Providence Health and Services
  • TEK Systems/Providence Health and Services
  • TEK Systems/The Boeing Company
  • Unisys Technical Services
  • Weyerhaeuser

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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