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| Desired Industry: Customer Service/Technical Support |
SpiderID: 25935 |
| Desired Job Location: covington, Georgia |
Date Posted: 4/6/2009 |
| Type of Position: Full-Time Permanent |
Availability Date: 04-13-09 |
| Desired Wage: 45000 |
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U.S. Work Authorization: Yes |
| Job Level: Experienced with over 2 years experience |
Willing to Travel: Yes, 25-50% |
| Highest Degree Attained: High School/Equivalent |
Willing to Relocate: No |
Objective:
Helpdesk / Technical Support - Strong communication skills, outstanding customer service skills, problem analysis and research skills, expert Level- experience installing and troubleshooting Windows operating systems Win 95, 98, 2K and XP. Expert level experience with Microsoft office 2003 and 2007 suite applications. Over 8 years technical support. Setting up and troubleshooting scanners, printers and understanding SLA's and a commitment to delivering solutions. Application (systems/administration) support and training in varies environments.
Experience:
DHL Global Mail Forest Park, Ga
Helpdesk Support Tier III
Provide end user tier III technical support via telephone and emails, for software, hardware, and laptop, audio/video teleconference equipment, desktop support for internal and external staff through remote access PC Anywhere, remote desktop and VNC.
Create trouble tickets using Remedy and Service desk Tracking system and responsible for setting up a self help portal within Service desk for end-users.
Proficiency in Windows 2000 / XP, Microsoft Office 98, 2000, XP, 2003
Provide support for Blackberries, Treos and Palm PDAs including troubleshooting, setup and configurations.
Assist in the implementation, enhancement and support of applications including problem analysis and resolution technique.
Support network connectivity issues (TCP/IP and LAN/WAN).
Intermediate- level with SQL database, creating queries, creating tables, execute queries, retrieve data, update records, running reports and to initiate conversion routines to execute and test functionality.
Resolving issues associated with printing, network connectivity, and dial up networking, internet proxy server, and access to network applications.
Assist in the implementation, enhancement and support of applications including problem analysis and resolution technique.
Responsible for creating technical documentation with procedures and processes to keep facilities updated and informed.
Setting up and configuring VoIP telephones and voicemails (Avaya)
Plan, organize and coordinate the application support for multiple applications and also create user manuals for different applications.
Coordinates the interaction between business partners, the Information Systems Department and related vendor support personnel.
Providing end user training such as employee orientations for technology services and laptops and create training manuals for external and internal employees.
Responsible for the installation of new applications, support software applications including enhancements and upgrades for vendors.
Deploying and setting up equipment, diagnosing hardware issues.
Provide desktop and laptop system builds, updates, repairs including the installation of images and software on computers.
Responsible for creating, setting up and maintaining accounts using Novell.
Assisting users with Microsoft Outlook, maintaining passwords, setting up new users email accounts in Active Directory accounts.
Responsible for overseeing the rollout of varies applications, and installation and configurations of applications.
12/03 02/06
DEKALB MEDICAL CENTER, Decatur, Georgia
Client Service Analyst II
Responsible for the installation of new applications and support software applications and training including enhancements and or upgrades for vendors and hospital staff.
Provide software and hardware troubleshooting and support for proprietary software applications, including CPOE (computerized physician order entry); Support Lab, Centricity PACs, and SCM (sunrise clinical manager) entering orders and reviewing orders. With the use of LANDesk remote agent able to provide essential technical support.
Responsible for training an implementation of CPOE (computerized physician order entry), Meditech and using SCM (sunrise clinical manager)
Setting user up with VPN access and configuration and adding users to the VPN Client. Ensure physicians and hospital staff are able to access VPN after hours.
Used Crystal Reporting to create a monthly database status report and spreadsheet to provide SLA to the Directors and Managers.
Provided support to all staff for Lotus Notes creating user accounts on the Domino Server and changing passwords also providing training for usage and also usage of databases.
Create trouble tickets using Remedy and responsible for installing and configure Remedy for other departments to check remedy tickets or place remedy tickets.
Work independently, and decision making abilities in investigating and resolving complex problems.
Supporting and deploying Symantec Antivirus, Symantec Ghost, and Cisco VPN
Creating and maintain users accounts in Activity Directory Domain.
Point of contact for telecommunications devices Cisco VOIP with responsibility for overseeing the installation of new ports, troubleshooting inactive ports, configure switches and hubs, re-route network traffic.
Responsible for computer maintance, replacing hardware and configuring software.
Install telecommunications hardware, design, and development.
Also provide support for PDAs, notebooks and pagers.
Provide PC and printer installations and troubleshooting, both standalone and network.
Provide troubleshooting for network related issues, upgrades and configurations.
10/96 12/03
GRADY HEALTH SYSTEMS, Atlanta, Georgia
Helpdesk Support
Provide tier 2 technical support in a health care facility. Subject matter expert for all facets for Grady Hospitals operations, which include Network Support, Application Management and End-User Training.
Repair computers and replace computer parts
Responsible for troubleshooting and repairing IBM and Dell compatible PCs for the health system and perform printer installation, configuration and troubleshooting.
Maintain proprietary software applications (SMS) System Management Store, GroupWise server, Remedy
Offer 24/7 on-call support to more than 4,500 end-users regarding desktop, network or application support.
Education:
Westwood College Software Engineer (BS) 2007 Present
Dekalb Technical College Computer Information System (AS) 1998 - 2003
Candidate Contact Information:
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