• Serve as the primary point of contact for Hospital Staff IT issues and requests. • Efficiently managing IT Service Desk incidents and requests using ITSM best practices, consistently meeting or exceeding established SLA targets. • Deliver exceptional technical support over the phone, demonstrating strong communication skills and maintaining a professional demeanor at all times. • Effectively communicate complex technical information both orally and in writing to staff of various technical backgrounds. • Adeptly manage workload fluctuations, maintaining productivity during quieter periods and efficiently multitasking during peak times. • Utilize Active Directory knowledge for user account management, including password resets and technical troubleshooting of access issues.• Oversee and manage user system access, ensuring compliance with security standards and appropriate access levels across hospital systems.• Take ownership of escalated incidents and requests, driving them to swift resolution and minimizing impact on hospital operations. • Collaborate closely with colleagues and stakeholders to develop and implement improved support processes and alternative solutions. • Provide after-hours and on-call support to ensure continuous IT service availability for the hospital environment. • Support and troubleshoot healthcare-specific applications, with a focus on Cerner and related systems. • Assess and escalate complex technical issues to Tier 2 support when necessary, ensuring clear communication and minimal disruption to hospital functions. • Contribute to knowledge base development and maintenance, documenting solutions for common issues to improve overall support efficiency.

• Designed and implemented efficient IT Infrastructure, covering hardware and software configurations. • Resolved hardware issues across various equipment to maintain operations. • Executed upgrades and maintenance with minimal disruption. • Ensured data integrity through regular backups. • Managed Microsoft 365 administration, including user management and security. • Administered IP telephone and CCTV camera systems. • Provided technical support and guidance to colleagues. • Supported web administration and assisted the software development team as needed.

• Troubleshot and resolved gaming machine hardware issues. • Installed, configured, and maintained gaming hardware for optimal performance. • Performed regular maintenance on gaming machines. • Provided technical support to gamers and developers. • Managed gaming hardware inventory and documentation. • Collaborated on procurement of gaming components and peripherals. • Oversaw gaming hardware lifecycle management. • Kept current with gaming hardware trends, sharing knowledge with colleagues.

• Installed and configured hardware and software. • Identified issues through effective customer communication. • Guided customers through solutions, ensuring satisfaction. • Conducted repairs and replacements as needed. • Managed multiple cases concurrently. • Evaluated new technologies. • Provided on-site and remote technical support.