Support Specialist Resume

PROFILE
Multi-certified technology professional with solid experience supporting hardware, operating systems, database software and complex healthcare applications seeking a new career opportunity in the Washington, D.C. area. Exceptional under pressure. Able to learn new skills rapidly, both hardware and software related, and highly motivated to continue to do so. Organized and effective at prioritization and multi-tasking.

Expertise Highlights

Network Hardware & Software Support
Hardware Support - End User Devices
Help Desk Operations/Escalation
Technical Writing (User & Help Desk)
Software Support - Healthcare Applications
Software Support - General Office Applications

Professional Experience

Confidential
Dec. 2007 to Present
Support Specialist

Member of a team of 20 Support Specialists handling a wide variety of help desk calls for Select Medical Corporation, a leading provider of specialized health care in both inpatient and outpatient settings across the United States.

Key Accomplishments:

Responsible for assimilating new software introduced as a result of mergers, acquisitions or joint ventures, typically averaging 15 to 20 applications a year. This requires learning the new applications, determining where each fits in the current application landscape, identifying both the user and help desk documentation requiring updates, ensuring all updates are made, and training the help desk team on the new applications.
Handle user support calls promptly and effectively, ranging from simple password resets to complex application software issues for a user community spanning 111 Long-Term Acute Care (LTAC) Hospitals in 28 states and over 940 outpatient centers across the country. Total volume of calls averages 3,000 to 5,000 per week.
Handle software issues and questions for over 50 healthcare applications.
Resolve hardware issue related to printers, routers, hubs, PCs, PDAs and other end-user devices.
Responsible for coordinating the updating of over 100 user and help desk reference documents used to train new employees as well as for reference, including assigning specific documents to the right subject matter expert, ensuring timely completion of review and updates, and distributing revised documents as needed.
Handle escalated issues in off-hours when the staff on duty cannot resolve the issue promptly.

Confidential
Jul. 2006 - Dec. 2007
Loader

Worked an average of 30 - 35 hours per week while attending college full time.

Confidential
Nov. 2005 - Jun. 2006
Morning Server (part time/concurrent with high school & college studies)

Confidential
Nov. 2005 - Jun. 2006
Electronics Associate (part time/concurrent with high school studies)

Self-Employed
2004 - 2006
PC Repair & PC Custom Building (part time/concurrent with high school & college studies)
Repaired PCs for friends and neighbors. Built custom PCs as well, purchasing the base level components and constructing exactly what was required. I could offer a PC for less than major retailers, provide exactly what was desired, and make a profit of approximately $100 per PC.

Education

Computer Network Administration, Associates Degree
Desktop Support & Network Administration.

Technology Summary

Certifications: Completed: CompTIA A+ (Software); CompTIA A+ (Hardware); AMP Premise Cabling
In processs: CompTIA Network; CCNA I and II
Applications: HMS, PACs, Med Dispense/BCX, Casamba, ImageNow, STX, Microsoft Office
Systems: Software Support for: Citrix, AS/400, Windows, Oracle databases, LAN/WAN
Hardware support for: Printers, Routers, Hubs, PCs, PDAs
Languages: C++

We provide IT Staff Augmentation Services!

We'd love your feedback!

Resume Categories

Client Services

Job Seekers

Visa Sponsorship