Supports Windows WIN 7 PCs and laptops for AICU clinicians and other end-usersResponds to Help Desk calls from customers and AICU® staff, diagnose problems, and provide resolution or refer to the appropriate level for resolution.Tracks the status of Help Desk callsAssists users with basic trouble shooting/problem solvingCommunicates with customers in a timely manner regarding status of requests and resolution to problems.Installs and configures new workstationsEnables functionality of eCare system on Clinician’s PCsAssists other staff with common business application usage in LAN/WAN environmentMonitors application errors and messages and designated error queues. Resolves common problems independently, or when needed, follow escalation procedures to seek complex problem resolution in a timely manner.Documents configuring decisions, technical modifications, operational and user procedures.Continuously evaluates the eCare system, troubleshoots the system, and works with the vendor to identify improvements and repairs.Proactively identifies, and works with the Data Centers and software vendors, to address customer service and performance issues.Effectively communicates with Clinical Staff through the initiation, status, and resolution process of Incident Management.

 Memorized a company approved speech and presents to large groups of visitors.  Hosts positions including reception areas, front desk, etc.  Assists with special events.  Assists visitors with directions, information, etc.  Performs sales transactions and operates a computer based cash register.  Assists guests on sales floor with merchandise information.  Stocks/restocks store displays and warehouse/stockroom.  Receives merchandise and processes inventory.

Supported new printer installs and maintenance, both on-site and remotely. Supported desktops and laptops over 5,000+ users, both local and remotely, plus peripheral devices, while providing escalated desk side or remote support.  Maintained, analyzed, and repaired computer systems, hardware and computer peripherals.  Managed and resolved escalated Service Desk emails, tickets, and phone calls.  Documented, maintained, upgraded or replaced hardware and software systems, including rebuilding laptop and desktop systems, plus shell swaps and data transfers  Verified and maintained user account information including passwords, rights, security and systems groups  Trained employees on proper usage, while identifying, and analyzing product failures  Troubleshooted VPN, network security, and application errors

Supported proprietary system verifying the request and procurement of transportation of military personnel for the Department of Defense while utilizing email, phone, and Remedy ticketing system to support end users. Documented, tracked and monitored software to resolve escalated issues in a timely fashion. Answered queries about product features and resolved end user issues. Adhered to set service levels. Escalated encoding and programming issues to appropriate personnel.

Supported 2000+ computers and general network peripheral devices and provided first line onsite and remote support and technology guidance to clients within various industries. Utilized email, phone and Connectwise ticketing system to support clients. Facilitated the installation of multiple 3CX phone systems and mitigated any challenges and issues presented. Documented, tracked and monitored issues to ensure a timely resolution. Provided comprehensive desktop and laptop installation using Windows 7 and 8. Conducted research and evaluated new software and technologies. Configured and managed wireless routers, access points, and switches and supported peripheral upgrades.

Responsible for the timely delivery of online technical support to instructors and students of various online colleges and universities within the nursing discipline. Investigated, troubleshoot and provided resolution to customers with internet browser compatibility issues with evolve.elsevier.com website. Mitigated and successfully resolved any escalated issues via the online ticketing system. Demonstrated a high level of professionalism during all client interactions.

 Initiated and monitored trouble tickets within the Remedy system to identify system tool failures, network outages, IP issues and plant issues for all telephony regions. Provisioned internet and phone orders within switch architecture via Broadsoft and Nortel PSP systems. Interfaced with other departments and worked collaboratively to provide a high level of service to customers.

 Identified structure and provisioning errors with telephone installs and performed highly complex troubleshooting functions. Executed modifications as needed within the provisioning system.

 Retained customer loyalty through effective resolution of any challenges presented. Determined specific equipment or provisioning errors and worked diligently to mitigate and address those issues leading to increased client satisfaction. Implemented appropriate changes within the telephone switch (Cedarpoint and Nortel)

Served as point of contact for technical help desk support for network, hardware and software issues. Responsible for rewiring CAT5 cable, troubleshooting network, software and hardware issues. Implemented accurate configurations for Microsoft NT servers and workstations and rebuilt computers. Generated national, regional and local weather forecasts in hourly, weekly and yearly time frames. Oversaw the historical weather database and initiated an automation system to increase the speed and efficiency of data distribution. Utilized various tools such as Excel and Access to manipulate data formatting and complete client orders.