Christopher Deacon Email & Phone Number

Philadelphia, Pa, Us

Philadelphia, Pa, Us

West Chester, Pennsylvania, Us

Plymouth Meeting, Pa, Us

Philadelphia, Pa, Us

Durham, North Carolina, Us

As Client Support Specialist I am responsible for providing technical support for 17 managed client services in the Clinical and Health Life Sciences industry.• Active Directory and Exchange user maintenance• Office365, Win10, Skype Business, Software Installation• Logmein and Baumgartner Remote Tool• Support Forticlient, Openconnect VPN and Bitlocker encryption

Wilmington, De, Us

As Desktop Support Specialist I am responsible for supporting the HVAC, Sales, Plumbing Techs, and internal employees. I covered support for the Mt. Laurel NJ. and Audubon Pa. locations.• Active Directory and Exchange user maintenance• Setup Android and IOS mobile devices for field techs and sales force.• Microsoft Office, Win7, Citrix and Software Installation support.• Provided remote support via Kaseya• Provided Installation and support for Servman Mobile and IBM 360Maas

Oaks, Pa, Us

As Helpdesk support analyst I am responsible for taking calls from Financial Advisors, Investors and SEI internal employees. I provided first class customer service, maintained high first call resolution percentage using ServiceNow.• Password reset and account creation for proprietary web portals, Active Directory and Mainframe• Provide break/fix triage services and Cisco Anyconnect VPN support• Microsoft Office, Outlook and support for various browsers (Chrome,Firefox,Safari,IE)• SCCM, Software installation and Webex support• Airwatch/Boxer support for iPhone and Android devices

Valley Forge, Pa, Us

As Client support analyst I am responsible for taking calls from Crew and contractors for IT break/fix related issues. I provided first class customer service and maintained a high first call resolution percentage.• Provided support for Microsoft Windows XP, Windows 7, MS Exchange AD, IBM mainframe, and UNIX. • Guide/assist helpdesk staff in resolving complex user issues that they cannot resolve themselves. This might involve consulting and/or coordinating with other teams, vendors, and application developers.• Provided support for Microsoft Office Suite and Microsoft Internet Explorer, IBM Lotus Notes and Outlook

Craigavon, County Armagh, Gb

As IS Service Desk Manager I am responsible for overseeing all IS Service Desk staff and activities based in Almac’s US locations. I ensure that first class customer service and end user support are consistently delivered to the 3000 plus Almac employees by making sure service level agreements are met on an ongoing basis.- Oversee the successful deployment of the Windows 7 and machine upgrade projects for the various US locations.- Ensure that descriptions, details, and solutions for all incidents are thorough and accurate, and that all incident tickets are properly logged, categorized, prioritized, routed, and resolved within the mutually agreed upon time frames.- Manage the team, providing guidance and prioritization of tasks to the team, problem analysis, tracking and resolution, problem trend analysis, quality assurance follow-ups, and assistance to users in obtaining optimum utilization of their workstations by recommending and overseeing the installation of approved software and hardware to provide enhanced capabilities.- Guide/assist Service desk staff in resolving complex user issues that they cannot resolve themselves. This might involve consulting and/or coordinating with other teams, vendors, and application developers.- Manage the Service desk documentation. This includes ensuring the documents exist and are up-to-date. Documents include, but are not limited to, standard operating procedures (SOPs) for all recurring tasks performed by the Service desk staff, forms, and other documents necessary to manage day-to-day operations and special projects.- Manage and maintain asset inventories for all locations including all computer equipment, and assist with the procurement of software and license tracking.

Costa Mesa, Ca, Us

- Provide technical support for medical compliance software and web-based services (bugs, defects, malfunctions)- Respond to routine and emergency support requests from medical facilities and offer prompt resolution.- Interact with Data Services to resolve ICD9 and CPT Test code data related issues- Work directly with the Software Developers and clients to set-up HL7 message interfaces.- Test, configure and trouble shoot HL7 interfaces- Perform production control duties and routine checks of the PCA Interface and Terminal servers- Provide product re-training to clients as needed

Conshohocken, Pa, Us

My role is to provide technical support for our AmeriSourceBergen customers in HP Quality Center, SharePoint and SAP by understanding and analyzing the customer’s requirements and provide guidance on how to best utilize the software to meet their needs.System Administrator and Support Analyst for HP Quality Center Support Analyst for SAP Solutions ManagerSystem Administrator and Support Analyst for MicroSoft SharePoint - I provided test case configuration changes to HP Quality Center, and document management support for SAP Solution Manager.- Provide administrative and functional support for both SharePoint, and HP Quality Center. - Provide oversight and/or lead service delivery initiatives, as required for various projects.- Analyzed processes and make recommendations for improving efficiency for product and service delivery.- Conducted HP Quality Center and SAP Solution Manager training with average attendance of 32 persons

Plymouth Meeting, Pa, Us

My role is to provide technical support for our web based Clinical Trials training courses and Clinical Trials Patient Registration systems. We help improve and accelerate the way sites are selected, trained, activated and supported to conduct clinical trials and enroll patients more efficiently. We work very closely with the top pharmaceutical companies in the industry. I also provide technical support for our onsite employees. - Create Process Improvement documentation (Work Instructions, Process Diagrams, Checklists)- Software Testing – Performed Software Test validation on various Clinical Trials work spaces- Work with the Project Services Team to improve overall process and development of client deliverables.- Create reports to track metrics on service trends, client deliverable SLA’s, and Production errors.- Provide Desk side support and answer functional questions for our onsite employees.- Performed functional testing of daily client deliverable requests which consists of e-learning work space creation, training modules, Feasibility, Registration, Patient Recruitment Surveys, and Clinical Document postings.

Secaucus, Nj, Us

My role is to provide Helpdesk support for the Quest employees and customers via telephone and e-mail requests. A critical part of my job was to escalate network-wide troubles critical to the Quest Lab Systems to the appropriate Supporting Groups and facilitate bridge conference calls until resolution is reached. • Supervised help desk analyst during evening shift and worked closely with Problem Management to resolve mission critical issues that may have required immediate escalation.• Provide remote support troubleshooting for Quest employees trying to access VPN or PAL dialup.• Reduce stress levels of customers by adopting a cooperative attitude and positive approach to every task and assignment.• Actively track and follow up on trouble tickets. Ensure accuracy and consistency in closing tickets.• Performed system admin functions for Citrix, VPN, the Quest Lab Systems, QBS, and SYS.

Denver, Co, Us

My role was to redesign the current state of the help desk. I hired quality staff, created and implemented help desk process and procedures, created aggressive Service Level Agreements, monitored call statuses, researched tickets, and created weekly and monthly reports via call tracking software.- Supervised support for Win 98, Win 2000, remote connectivity and break/fix questions generated from the 1500 employee user community.- Coordination of successful Windows 2000 implementation and computer upgrades. My role was to coordinate the removal of 1500 older model desktops and laptops and replace them with new Dell systems complete with the user's critical data- Successful coordination of a 360 employee move/install project during major renovations of two buildings. My role was to coordinate the move and install of 360 computer systems in various phases within the constraints of building renovations.- Implemented the HDI training program to raise the level of our help desk by every analyst successfully obtaining their HDA Help desk certification.- Reduced the Break/Fix turn-around-time from three days to 24 hours after implementing the Staging Team.

Education record

License, Insurance Adjuster

A.S., Computer Technology/Computer Systems Technology

Tactical Satellite And Microwave Systems Operations