it help desk specialist ii resume example with 9+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
  • Cell:
  • :
Professional Summary

. Multi-talented Help Desk Specialist with a quality-driven and disciplined approach to completing support offering outstanding support to users of various levels. Exceptional skills and knowledge in setup, security and management of IT. Established reputation as sharp technology expert when working with co-workers and customers to identify and deploy solutions. Decisive leader, strategic planner and complex problem-solver who is well disciplined, self starter capable of working with minimal supervisor support. Pursuing new professional challenges and learning with a growth-oriented company.

  • Proficient in Office 365
  • System upgrades
  • Wordpress
  • Office 365
  • Active Directory
  • Networking and wireless
  • Information Security
  • Backup and Recovery
  • Windows Pro 10
  • AssetKeeper
  • Adobe Pro
  • Microsoft Dynamics
  • Trend Micro Security Agent
  • Microsoft Azure
  • Technical Documentation
  • C++
  • VPN networks
Work History
IT Help Desk Specialist II, 07/2014 to Current
Community Blood Center & Community Tissue ServicesKettering, OH,
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Processed over 100 support requests weekly for technical assistance on wide range of issues.
  • Answered 50 incoming calls weekly from co-workers requiring assistance with technical issues.
  • Serves as backup to IT Director
  • Provide on-call support to staff
  • Run monthly and statistical reports.
  • Serve as mentor to medical records staff due to previous role.
  • Update organization intranet via Wordpress.
  • Attend monthly meetings to address various topics related to organization/process improvement and growth.
  • Manage shredding of paper charts.
  • Serves as Forms manager in processing modification and management of Hospice of Southern Illinois forms.
  • Serve as backup on call to Information Management Director.
  • Manages the security of network permissions.
  • Perform technical aspects of Pharmacy import to post medications for billing.
  • Assists with departmental audits and research to assist supervisors and provide proactive solutions.
  • Collaborates with multiple departments to resolve complex issues regarding software.
  • Maintain ticketing system base on Hospice of Southern Illinois's policies and procedures.
  • Maintain and troubleshoot desktops, laptops, printers, scanners, modems, servers and other IT related equipment.
  • Perform annual password changes to enhance privacy and security of data.
IT Help Desk Specialist I, 07/2014 to 11/2014
MerakeyNew Alexandria, PA,
  • Configured hardware, devices and software to set up work stations for employees.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Documented all transactions and support interactions in system for future reference and addition to knowledge base.
  • Resolved 50 technical support inquiries per day.
  • Managed high levels of call flow and responded to technical support needs.
  • Activated accounts for new employees required to perform job duties.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and VPN.
  • Provided replacement files to customers missing data, including media files, software components and other digital deliverables.
  • Provided documentation on start-up, shut down and first-level troubleshooting of technical processes to support desk staff.
  • Tracked computer equipment, peripherals and network servers via master documentation in Excel.
  • Reduced response time for Tier 1 support tickets by 3 hours.
Medical Records Clerk, 07/2013 to 07/2014
HcaTucker, GA,
  • Performed general office duties such as faxing and scanning documents and sorting incoming and outgoing mail to improve overall office productivity.
  • Maintained patient records in compliance with security regulations.
  • Conducted periodic inspections of files to verify correct placement, legibility and proper condition.
  • Accurately scanned, indexed and inputted documents into electronic health record system.
  • Processed medical records requests from outside providers according to facility, state and federal law.
  • Reviewed medical records and data after locating, retrieving and sending it to appropriate places.
  • Reviewed charts and flagged incomplete or inaccurate information.
  • Audited files for completion and accuracy.
  • Used medical center hardware and software to produce required reports.
  • Shadowed and worked with professionals, performing various functions, including scanning, coding and releasing information to departments.
  • Organized over 100,000 medical records through diverse systems of classification, storage retrieval and indexing.
Hospice Aide, 12/2011 to 07/2013
Hospice Of Southern IllinoisCity, STATE,
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Maintained excellent attendance record, consistently arriving to work on time.
  • Checked patient vitals such as temperature, blood pressure and blood sugar levels..
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Monitored patients' status and reported any identified abnormalities or changes to nursing personnel.
  • Wiped down equipment with proper cleaning products after each patient transport to reduce instances of infection.
  • Worked with medical teams, patients and families to implement effective treatment plans.
  • Provided caring support to families over 1000 of terminally ill patients
Bachelor of Science: Computer Science, Expected in 12/2022 to McKendree University - Lebanon, IL
Associate of Arts: , Expected in 05/2019 to Southwestern Illinois College - Belleville, IL

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Resume Overview

School Attended

  • McKendree University
  • Southwestern Illinois College

Job Titles Held:

  • IT Help Desk Specialist II
  • IT Help Desk Specialist I
  • Medical Records Clerk
  • Hospice Aide


  • Bachelor of Science
  • Associate of Arts

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