PROFESSIONAL SUMMARY:

• Over 7 years of work experience in a Corporate IT, Business/Customer Call Center and IT Help Desk/Technical Support Environment including both Small and Large IT support teams.
• My technical background includes Windows 7/10 Desktop Support, Help Desk, Internet/Online Technical Support and Heavy Phone Support in a Call Center environment with both Tier I, Tier II and Tier III experience.
• I have extensive networking experience including both LAN and WAN, Routers/Switches.
• I have extensive experience with the latest computer hardware/software, smartphone/mobile and technical troubleshooting tools including Remedy, Service Now and Parature ticket systems.
• I have the ability and willingness to learn and grasp new workplace technologies/concepts with ease.
• Friendly and Professional attitude with strong motivation and drive to succeed.
• Excellent Communication skills, working directly with internal and external end users to successfully maintain positive relationships.

TECHNICAL SKILLS:

Spok Mobile Secure Messaging, Skype for Business, Skype Instant Messenger, Mobile Iron (MDM), AirWatch (MDM), Ping ID, Active Directory, Smart Console, Smart Web, Cisco Finesse, Cisco Jabber, Mobile Iron, Groupwise Mail System, Microsoft Exchange Server, Microsoft Outlook, Mirosoft Excel, Microsoft Lync, Confidential, Oracle Database, Windows NT, Windows 7, Windows 10, Microsoft Office 365, Microsoft Office 2013, Windows XP, ActiveX, Dell Netop, Dell Integrated Systems, Clarity, Dell Hardware, Dell Servers, Service Now Ticket System, Apple IOS, Apple Mac Book Pro, Apple Ipad, Remedy Ticket System, ServiceNow Ticket System, Parature Ticket System, LAN, WAN, Pingpro, Compaq, Microsoft Sharepoint (Knowledgebase), Uniphy, Microsoft Word, Epic (EMR) Amdoc/Willow/Clindoc, Power Point, Novell, Red Hat, Linux, Adobe Acrobat, Instant Communicator, SQL Server Technology/Oracle Database.

WORK HISTORY:

Confidential

Senior Remote Epic Analyst/Senior Desktop Support Engineer, Dallas, Texas

Responsibilities:

• Provided Epic Clinical Application Support
• Responsible for providing outstanding Customer Service to our Corporate Users and White Glove VIP Setup for Executives and Re - imaging of old Lenovo/Dell machines and transfering Data to One Drive for Users.

Confidential

Senior Technician/Mobility Device Support, Saint Louis, Missouri

Responsibilities:

• Provided Mobility Device and Phone Support to Field Engagement Specialists including setup of AirWatch Mobile Device Security Software on Corporate Liable Devices. Configured Tablets, Mobile Phones and Apple IOS Ipads/Iphones for access to Outlook Emails and other Company approved Apps.
• Answered End User questions and provided outstanding Customer Service to Executives and other End Users.
• Used Remedy Ticketing System to Open, Update and Close Mobility Tickets.
• Responsible for building and deployment of new Ipads to Remote End Users and Ipad End User Training.

Confidential

Senior Analyst Information Services/App Tech, Saint Louis, Missouri

Responsibilities:

• Mobile Iron and AirWatch (Mobile Device Management).
• Deployed and provided Help Desk support for setup of the new iphone 6 and Iphone 6 plus phones to all Hospital users system-wide who are eligible for an upgrade or a new line of service.
• Created documentation and provided instructional material to users on how to set up Mobile Iron Security on Devices and setup of Groupwise E-mail.
• Provided both over the phone Iphone 6 support and face to face Iphone 6 support to Hospital Administrators, Doctors, Nurses and other Confidential Healthcare employees systemwide.
• Responsible for ordering iphone 6 phones and accessories from Confidential approved vendors and activating and deploying phones in a timely manner to ensure HIPPA/PHI compliance and enhanced productivity with the latest mobile technology.

Confidential

Client Services Representative, Saint Louis, Missouri

Responsibilities:

• Provided outstanding customer service answering questions and addressing any issues or concerns from Clinicians and communicating information regarding Confidential employment policies, scheduling, placement opportunities, payroll and how to navigate the Confidential website.
• 24/7 inbound and outbound Call Center environment utilizing multiple screens and applications including Staffpak, Microsoft Outlook, Microsoft Excel, Microsoft Lync, Confidential, VOIP Internet Phone and the latest computer technology.

Confidential

Hardware and Server Support Representative, Saint Louis, Missouri

Responsibilities:

• Provided hardware and server support to Confidential Clients all over the United States in a Call Center environment.
• Responsible for troubleshooting Dell and HP Servers remotely over the phone or through instant communications such as Confidential .
• Provided Hardware support such as thin client setup/troubleshooting and installation of hard drives.

Confidential

Help Desk Representative-Epic Software/Dell Hardware Support, Saint Louis, Missouri

Responsibilities:

• Responsible for performing User ID/Password resets and Network Security for all End Users and utilizing ActiveX controls.
• Provided Dell hardware support to End Users.
• Used Confidential and Outlook to communicate with fellow team members.
• Handled calls from departments within hospital regarding Epic software questions and issues.
• Created Remedy tickets for escalated issues.
• Responsible for providing technical support and completing tickets for resolution.

Confidential

Help Desk Representative, Saint Louis, Missouri

Responsibilities:

• Provided Help Desk support to Nursing students and Nursing Instructors for Elsevier products ranging from e-books on Evolve to User ID/ password resets.
• Provided technical support over the phone and through e-mail/instant messaging to Physicians who are using MD consult reference library for Physicians.
• Created Remedy tickets for escalated issues.