Chuck Clayton Email and Phone Number

Responsible for the installation, maintenance (both hardware and software) and project support of leased and purchased PCs, laptops and printers. These systems are installed, maintained and repaired in accordance with established standards, service levels, and operational processes. This includes installing and supporting Panasonic Toughbooks and mounting hardware in company vehicles.Imaging computers, scheduling installations with business partners, driving to business partner sites and swapping out computers, working with business partners over the phone or on-site to resolve pc problems, updating Remedy incidents, receiving computer shipments, preparing and scheduling returns of old equipment, assisting with technology projects as needed, answering business partner questions.Travel to various offices in the north and east metro Atlanta area as needed including Rome, Cartersville, Dalton, Trenton, Rockmart, Chattanooga.

• Provide phone and remote support for users experiencing software or hardware issues. • Provide first and second level support of issues from software to hardware, network access for laptops, desktops, virtual computers, Citrix, VMWare, Cisco AnyConnect, and Symantec Endpoint Security Suite.• Follow Service Now KB guidelines to ensure proper remediation of any caller’s issues.• Logical systematic documentation of assigned tickets and calls utilizing Service Now.• Create and track support tickets for each issue with a high level of detail, log all contacts, properly categorize issues, and follow up appropriately.• Research solutions to customer questions and problems using Knowledge Base or other relevant materials and provide timely follow-up for unresolved issues.• Interact with support teams aimed at working toward problem resolution.

• Follow financial guidelines for compliance with Federal law.• Provide remote support for users experiencing software or access issues.• Provided first and second level troubleshooting of IT related issues from software support to hardware, network access, connectivity, laptops, PCs and printers.• Ensured that users comply with usage standards and act as a first response support for financial staff to prevent privacy breaches.• Follow KB guidelines to ensure proper remediation of any caller’s issues.• Step by step of any unknown issues to ensure proper creation of KB articles as necessary.

Provide technically phone support for North America users with issues related to PC, laptop, tablets, printers, software, and hardware. • Assisted internal users in a Service Desk environment and maintained a high level of customer service.• Field inbound calls, 20-30 daily average and 10-20 submitted tickets to provide support for users with issues related to login issues, MS Office, installed software, AD permissions, and daily operations. • Utilize HP Service Manager ticketing system to document and triage tickets. • Provide remote support for users experiencing issues.• Provided first level troubleshooting of IT related issues from local software support to hardware, network access, connectivity, thin clients, laptops, PCs and printers.

Provide technical phone support for 30,000+ -user environment with issues related to PC, computers, printers, software, and hardware for a 20-clinic integration into Wellstar’s infrastructure as well as Epic software upgrade. • Assisted internal users in a 24/7 Service Desk environment and maintained a high level of customer service.• Field inbound calls (20-30 daily average) to provide support for users with issues related to login issues, Epic, and daily operations. • Follow Service Now KB guidelines to ensure proper remediation of any caller’s issues.• Logical systematic documentation of assigned tickets and calls utilizing Service Now.• Assisted medical staff with the transition from legacy EMR system to Epic Platform.• Provide remote support for users experiencing remote access issues.• Provided first level troubleshooting of IT related issues from local software support to hardware, network access, connectivity, laptops, PCs and printers.• Ensured that users comply with usage standards and act as a first response support for medical staff with broad understanding of HIPAA requirements to prevent privacy breaches.

- Triage issues and service requests via phone, e-mail, v-mail, and Cisco Jabber.- Troubleshoot end users issue and resolve upon first contact.- Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (Service Now and Help Star.)- Implement, create, manage or participate in the creation of knowledge base articles, training\training opportunities, SLA requirements and process engineering projects.- Provide `how to` assistance on all internally supported devices, applications and systems.- Manage the escalation process for issues appropriate any level subject-matter experts in accordance with service-level agreements, and follow up on all incidents.- Provides communication to higher level management within the company as indicated by policy.- Respond to end-user inquiries regarding the status of incident/service requests and perform follow-ups.- Provide event analysis and status reporting on a daily/weekly basis.- Build relationships with all support technicians as well as any subject-matter to ensure that IT- delivered services and end-user productivity goals are understood and met or exceeded.- Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.

Lydian Trust Company, 101 Business Center, Diversified Computer Consultants, and Florida Department of Transportation.; Certifications — CompTIA A+ Certification— Professional Development — Microsoft MCP Windows 2000 Professional — Currently Studying — CompTIA Network+Microsoft Windows Server 2016; Triage issues and service requests via phone, e-mail, v-mail, and Cisco Jabber.•Troubleshoot end users issue and resolve upon first contact.•Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (Currently Service Now was Help Star.)•Implement, create, manage or participate in the creation of knowledge base articles, training\training opportunities, SLA requirements and process engineering projects.•Provide `how to` assistance on all internally supported devices, applications and systems.•Manage the escalation process for issues appropriate any level subject-matter experts in accordance with service-level agreements, and follow up on all incidents.•Provides communication to higher level management within the company as indicated by policy.•If no policy exists pursue means to implement a new policy.•Respond to end-user inquiries regarding the status of incident/service requests and perform follow-ups.•Provide event analysis and status reporting on a daily/weekly basis.•Build relationships with all support technicians as well as any subject-matter to ensure that IT- delivered services and end-user productivity goals are understood and met or exceeded.•Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.