SUMMARY:

• Have three or more years experience in IT Helpdesk Specialist environments.
• Have knowledge, work experience and technical skills of computer
• Hardware and software, troubleshooting, printing, networking, and Application technologies to ensure steady state network operations.
• . Mobile device support (Android, iOS, Samsung, Windows mobile) etc.
• Have interest in technology. Have experience supporting medical staff.
• Have experience troubleshooting EMR - Meditech, Epic, Soarian, Ecube Clinical
• Have strong and excellent customer service skills, providing support via telephone, e-mail, voice mails. Have on-call experience and work extra hours.
• Ability to learn new technologies and applications. Accurate, quick learner, and pay attention to details. Bomgar or other advanced remote desktop tools
• More than ten (10) years banking and retail store experience in sales and customer service environment/managed services provider.
• Ability to provide to fellow colleagues.
• Possess strong processing, research, and data entry skills.
• Analytical capabilities and adhere to deadlines.
• Have teller experience, and a proven track record of success in sales in the bank s excel program. Have electronic banking operations experience.
• Experienced with computer systems, and can operate various office machines like, telephones, calculators, computer keyboarding, fax machines, printers, photo-copy machines, cash registers, sensors, etc.
• Enthusiastic, goal oriented, customer focused, flexible, helpful, up-beat and a team player. Ability to handle high stress situations.
• Takes initiative, resourceful, and can work independently when needed.
• Excellent oral, presentation and written communications skills.
• Excellent interpersonal and math skills, organized person, enjoy selling, customer contact as well as on the phone.

TECHNICAL SKILLS:

Technology and Tools: .Windows XP/7 . Server 2003 & 2008, AS400 . Microsoft Outlook . Anti - Virus, CRM Experience . MS Office Suite . Network Monitoring Tools . HP/ Dell Laptops & Desktops . TCP/IP, DNS, DHCP . Imaging Software . Routers & Switches . Internet, E-mail, Intranet . Network Drives . Active Directory . Anti-Malware . Group Policies . Network Printers . IBM Lotus Notes Email . Firewalls, VPN . Windows 10 . HR Systems-PeopleSoft, Kronos . Taleo, EMR, etc. . Microsoft Office 365 . Printers-Dell/HP/Lexmark

PROFESSIONAL EXPERIENCE:

Confidential, Bedford, MA

IT CONFIGURATION TECH/DESKTOP SUPPORT

Responsibilities:.

• Provide timely, helpful responses and basic troubleshooting assistance by phone, e - mail, chat, etc. to end users with regards to technical computer software, hardware and application issues.. PC build, break/fix. Install software, configure Win7 and Win10 and deploy Confidential user s desk.
• Imaging computers and installing software.
• Wipe used computers, and reconfigure for new users.
• Unpacks hardware and software and then installs each Confidential default or to custom specifications.
• Uses service now ticketing system to log and monitor customer questionsissues and problems through resolution/completion.
• Troubleshooting and helping end users with technical problems with operating
• Systems including Windows 98/NT/2000/XP/Vista/7/10 essential.
• Troubleshooting network problems, including connectivity, wireless LAN
• Access, VPN/Broadband and non-reporting issues.

Confidential, WORCESTER, MA

DESKTOP SUPPORT/IT DEPLOYMENT TECHNICIAN

Responsibilities:

• Provides on-site Epic Go-Live support and works with the support team to provide guidance and appropriate instructions for users of newly installed desktop environment components.. Building/Swapping experience (unpacks/unbox, plugging in computers and printers) and configures devices. Tests configured systems for appropriate functioning and troubleshoots for any errors found.
• Deploying hardware and software in Windows 7 environment. Swapping out hardware, software installs. Map printers and create shortcuts on the desktop for end users.
• Deploying monitors, taking inventory of existing equipment .
• Documents, mantains, upgrades or replaces hardware and software systems.
• Install/Re-install various software packages and updates.
• Uses service now ticketing system to log and monitor customer questionsissues and problems through resolution/completion.

Confidential, PROVIDENCE, RI

IT HELPDESK/IT SECURITY ANALYST (SOC) ANALYST

Responsibilities:

• Reset/unlock passwords accounts on Meditech, AD Windows network logonsIseries AS 400, MS outlook email, API Workforce TimeSheet software, etc.
• Answer calls and handle IT Security incident report/detection issues on suspicious external virus messages and intrusions on users computers.
• Collect all of the information about the incident possible during the initial call.
• Complete the IT Security Incident Report Form, file/document the report with the IT Security Operation Center with next steps -remediation and resolution.
• IT customer service and support to Roger Williams Medical Center employeesDoctors, Nurses, and Vendors. Give access to employees on Badges, Pagers and
• Cell phone system.
• On the phone using FogBugZ ticketing system to log support requests, and answering phone calls supporting business Applications, Hardware, SoftwareMicrosoft Outlook Office 365 Webmail, Internet Explorer, VPV connectivity, etc
• Mobile Devices Applications management and troubleshooting.
• Initiates, resolve and monitor software, hardware, printers, scanners, phonesvoicemail, VMWARE login issues, mobile devices incidents.
• Using advanced remote control desktop tools like DameWare Remote support to remote into user computers to resolve technical issues

Confidential,, NORTHBOROUGH, MA

IT HELPDESK REMOTE DESKTOP/NETWORK SPECIALIST

Responsibilities:

• On a daily basis, with the acceptance of our retail clients terms and conditions for accessing/modifying their network, I remote into client s primary work stations (Jedi servers) that will be running the software and completes software installations - validation application (UTG Software) for store PinPad EMV
• Credit/debit Card payment processing device.
• Setting/changes and put static IP s down on single computer and opening firewall ports where needed.
• Ping the IP addresses to ensure they are available.
• Completes and allows firewall rule changes.
• Modify the router within the site s router and reserve IP addresses per vendor specification and record the IP addresses that will be later used by the vendor devices to be installed.
• TimeViewer or Logmein advanced remote desktop tools.
• Runs and pushes Batchfiles and creates SS folders to client s computers.
• Provides software tune ups to client s credit card payment Terminals to make sure they are set up properly and restarts the service.
• Completes seven (7) or more installs a day.
• Documents and fills out deliveries check in sharepoint excel sheet to save the
• Creates calls (system issue ticket support) in Squire database.
• Work on Project Works like installation of 3rd ( third) party applications.
• CRM experience (Squire, etc.)
• ROC technical support- making inbound and out bound calls to field service technicians on schedule reminders, sending pending deliverables, checking in and checking out from On-site.

Confidential,, WALTHAM, MA

IT HELPDESK

Responsibilities:

• IT customer service, Hardware, Software and Application support to Fresenius
• Confidential employees, Fresenius clinic technicians, nurses, doctors, and
• Vendors. Mobile device support (Android, iOS, Samsung, Windows mobile) etc.
• Good customer service, supporting business applications of Siemens, Soarian
• Financials and Ecube Clinicals application support in Fresenius Dialysis clinics.
• Supports traditional applications like IBM Lotus Notes Email, Microsoft Outlook
• Office 365 Webmail, SAP Production System, Kronos, Taleo, Sharepoint, Oracle
• PeopleSoft, Internet Explorer, Crownweb and non traditional Clinical
• Applications. Mobile Devices Applications management and troubleshooting.
• Initiates, resolve and monitor software, hardware, printers, telephones and voicemail, mobile devices incidents and service requests. ADP, etc.
• Experience providing application support to Fresenius employees on Kronos
• Workforce Central, like walking users through user access and login issuesconfiguration issues when not properly configured for new users, editingchanging/adding extra overtime hours worked. Enhancement requests and documentation of the incidents in remedy ticketing system.
• On the phone using Remedy ticketing system to log support requests, and answering up to an average of 80 calls or more in a day, with typical call time f 4-10 minutes per call duration. On- call experience.
• Updating new or transferred employees not showing in manager’s kronos.
• Experience working with teams in different time zones.
• Documents solution and workarounds, escalate tickets, route tickets and maintains the knowledge base. Basic Networking triage skills.
• Monitor service desk Email boxes, Unassigned tickets, Voice mail messages and open tickets and provide support accordingly. Printers-Dell/HP/Lexmark
• Place support calls for printers and computers to vendors.
• Create and send email messages to End Users when a service(s) is unavailable r to announce planned downtime. Retrieves calls from Helpdesk Voice Mail.
• Multi-tasking skills including the ability to toggle between multiple computer
• Windows. Bomgar or other advanced remote desktop tools.

Confidential,, WESTBORO, MA

IT HELPDESK SUPPORT 1

Responsibilities:

• IT customer service and support to BJ’S member service and vendor systemsincluding mainframes, servers, applications, phones, efax, desktop and laptop computers, mobile devices, microsoft office suites, domain users, active directory authentication network login management, remote support, intranet site, software installs, SOS ticketing system. AS400, Kronos, ADP, etc.. Reset passwords, provide technical solution, opened, resolved, closed and escalated incidents in the SOS interaction site.

Confidential, WESTBORO, MA

SHAREHOLDER SERVICES SPECIALIST II

Responsibilities:

• Interacts, develops and delivers exceptional levels of customer service and investment contents through correspondence.. Responds and corresponds in writing in a professional and diplomatic manner to written customer service inquiries and requests received with incomplete information or documentation and complaints.
• Responds to customer inquiries, items received not in good order, and complaints received via e-mail, incoming mail, fax and any other venue.
• Communicate with customers with a focus on the need for accurate, completeand specific information by paying attention to content, clarity, grammar, and typographical errors.
• Ensures compliance with applicable federal regulations, association guideline and consumer regulations.
• Protects the privacy of customers in maintaining customer confidentiality.
• Assists with developing and maintaining policies and procedures to ensure compliance and to monitor risk.

Confidential, CUMBERLAND, RI

IT HELPDESK TIER 1

Responsibilities:

• IT customer service and support to Confidential systems, like mainframes, servers, applications, phones, efax, desktop and laptop computers, mobile devices, microsoft office suites, domain users, active directory authentication network login management, remote support, intranet site - site minder support, software installs, hpsm ticketing system.
• Reset passwords, provide technical solution, issue resolved closed HPSM ticket.
• VPN and Verisign token - PKI support, sophos network and citrix login
• Virus remediation issues support, run computer clean ups, delete caches, files.
• Opened, resolved, closed and escalated incidents in the HPSM interaction site.

Confidential, ASHLAND, MA

LOGISTICS SERVICE REPRESENTATIVE TIER 1

Responsibilities:

• Call center environment making inbound and outbound calls on behalf of well known client’s while providing great customer service.. Make outbound calls for OnProcesss Technology Higher end clients (some of the world leading technology companies) like Confidential &T etc., who try to make sure products are received, working as they should and retrieval of defective inventory (reverse logistics).
• Work with several software systems and programs to update and manage client’s information.
• Asset retrieval, making sure the customer returns the equipment back to the company.

Confidential, WARWICK, RI

CUSTOMER CARE/TECHNICAL SUPPORT TIER 1 REPRESENTATIVE

Responsibilities:

• Provides a variety of customer service support duties to customers calls from all
• Cox Business sites relating to technical issues on analog video, digital videoDVRs, HD, Cox High Speed Internet and Cox Digital telephone -(voice,video,data) products and resolving these issues by directing customers through a series of troubleshooting.
• Responds to inquiries through the phone, mail, e-mail, and face to face contact.
• Promotes and sell company’s products and services.
• Provides operational management and support Confidential call center locations to ensure efficient and timely resolutions .
• Works with and escalates to appropriate department/Cox Business Service site such as SCC, NOC, SOC, etc.
• Supports service issues for data services, CPE, DS3, DNS email, email, VPN, and associated transport systems including sonnet as well as video, telephony, and web hosting.
• Assists with other tasks as needed or assigned to improve the delivery of service to customers.
• Able to sit, stand and wear a headset for long periods of time.

Confidential, ATTLEBORO, MA

SALES ASSOCIATE

Responsibilities:

• Provides and demonstrates excellent customer service and sales to both internal and external customers.. Handles and rings the cash register, and cash settlement.
• Maintains awareness of all sales, promotions and applicable ringing procedures.
• Understands and adheres to brand standards.
• Displays general product knowledge of all categories.
• Maintains an awareness of loss prevention by fostering a culture of honesty and connecting the link between customer service and shrink.
• Maintains house keeping standards of area, stand for extended periods of time.
• Lift up to 50lbs. of loads, reaching overhead, bending, twisting and climbing ladders. Move and unpack merchandise and fixtures.

Confidential, MEDFORD, MA.

OPERATIONS ASSOCIATE

Responsibilities:

• Consistently provided quality customer service in a professional manner over the phone to customers and colleagues of the bank.. Handled daily pulling of rejected electronic E-forms ( workflow ) from the exceptions staffware applications queue.
• Handled daily research, processing and data entry of fraudulent unauthorized
• Accurate research and processing of affidavits non-print issues and rejected items, like deposited checks, deposited loan payments.
• Handled daily quality control (QC) of the (QTP) reports - these are postings of monetary transactions, providing provisional credits and debits to and from customers checking and savings accounts, in adherence to federal government
• Regulation E rules.
• Participates in developing professional skills of new and less experienced staff members through coaching and .
• Opens, sorts, inter-office mails, direct mails and correspondences from customers for further processing, and assists with miscellaneous duties as assigned.

Confidential, READING, MA

SPECIAL SERVICES CLERK

Responsibilities:

• Handled stop payments on checks and transferred funds from one account to another per customers request.. Performed varieties of processing work related to electronic transactions- ACH and ATM rejected items.
• Performed accounts status reviews to ensure accuracy and quality in customer account information.
• Verified deposits and furnished requesting companies with customers account information with customers consent.
• Responsible for on-time mailing of renewal notices of s of deposits and retirement accounts due Confidential maturity.
• Pulled and mailed customers W-2, 1099 forms, etc. during the tax months as per customers requests.