Creighton Harris-Dorsey Email & Phone Number

Naperville, Illinois, United States

Answer customer requests or inquiries concerning services, products, billing, claims, and reports problem areas. • Offer solutions and solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.• Prepare field orders (e.g., turn-ons, turn-offs, transfers, meter sets and removals); updates and maintains customer account information. Determine documentation requirements; review and maintain hard copies when necessary. • Provide information related to outside assistance and other options. • Respond to service policy, rate questions, and billing inquiries. • Answer complex credit and billing inquiries, investigate high bills, analyze customer credit status, quote amount due, authorize extensions, and make arrangements for payment of past-due bills, final bills, and returned checks. • Coordinate work requests with appropriate departments and service centers; inform customers of actions taken. • Perform accounting functions related to orders, adjustments, and corrections. • Report service disruptions (vendor, process, systems) • Adhere to established policy, procedure and quality standards within service standards or metrics for work performed. Track related work activity for business process reporting & workload management.

Alsip, Illinois, United States

General Office/Clerical Position-General IT • Bookkeeping • Customer Relations • Client Greetings • Customer Education & Training • Appointment Scheduling • Inventory tracking & reconciliation • Customer Invoicing • Quotes & Estimates • Vendor Relations • Technology Implementation • Customer Client data entry.

Chicago, Illinois, United States

Contract Position, Advocate Healthcare System • Provide on-site/remote support for EPIC Technical Dress Rehearsal • scheduling • maintain and track pass and fails for EPIC EMR system via SharePoint • test, verify, and diagnose configuration issues with EPIC EMR system• work in a strict deadline-driven environment • escalate issues to appropriate team • interface directly with doctors, and nursing staff to quickly get to the root of their problem • providing timely and accurate customer feedback • participate in daily meetings for remediation and debrief • provide support in a sterile quarantined environment • other duties as required.

Chicago, Illinois, United States

Contract Position, McCormick Place Alternative Care Facility • Provide support Tier 3 support to help desk • provide support in a ticket-based technology-dependent environment • advise staff on appropriate procedures for directing their IT-related queries and recommendations • receive and document requests for support • decide on the most suitable ways of providing aid • deliver IT and related assistance upon request, or as deemed suitable • Configured and deployed new desktops, routers, modems, tablets and softphone configured iOS devices • perform routine inspections and upkeep of existing installations • update computer operating systems and other important software, as needed • substantiate requests for hardware and software purchases and upgrades if appropriate • diagnose and repair hardware faults • resolving network issues in cooperation with facility staff • install and configure hardware and software • interface directly with users to quickly get to the root of their problem • providing timely and accurate customer feedback • provide support in a sterile quarantined environment • other duties as required.

Oak Park, Il

Managed Services Provider, Provide timely remote and onsite technical support to our clients • Diagnose, research, and troubleshoot computer system issues, including operating systems, hardware and software, networking, VPN, connectivity, server and other network devices/peripherals, both remotely and onsite • Install, configure, and support desktops, laptops, servers, virtual machines, network devices, VOIP products, backup systems, and miscellaneous devices •Provide on-call emergency services after business hours, holidays and weekends as required. • Respond promptly and professionally to alerts and end-user IT issues. • Monitor and update Service Desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution, Service Level Agreements, logging daily activities and documenting solutions. • Function as the primary point of contact and communication with customers from the assignment of tickets to a successful resolution of the issue, including scheduling work and keeping customers aware of work status and solution progress. • Responsible for meeting Client Service SLA goals. • Document and update inventory of all IT equipment (desktops/laptops, servers, printers, networking equipment, and others). • Use Active Directory and Office 365 to assist clients with password resets, user creation and deletion, distribution list creation etc. • Other duties as assigned.

Chicago, Illinois

Provide support in a ticket based support in a technology dependent environment • Windows 7 & Windows 8 Support • Mobile Device Management• Provide remote and on-site end user support as needed to 200 plus users in a professional office environment • Inventory Tracking • Software Installation • Hardware Setup/Installation. • New user account setup in Active Directory and mailbox setup in Office365 in a hybrid environment • New user workstation setup and deployment using Microsoft Deployment Toolkit & SCCM 2012• General troubleshooting • Virus & malware and diagnosis and removal. • Create & Maintain Procedure Documentation • Mitel VOIP Phone system management • Windows Server 2008 & 2012 Support • On-call as needed

Westmont, Illinois, United States

Provide support in a ticket based support in a technology dependent environment • Windows and Mac OS X Support • Mobile Device User Support • Provide remote, in person telephone support to end users as needed. • Supported 80 plus, users in a strict technology dependent office environment • Inventory Tracking • Software Installation • Hardware Setup/Installation. • New user account setup in Active Directory and mailbox setup in Microsoft Exchange versions 2007 & 2010 • New user workstation setup and deployment • Server setup; racking; and configuration • Image creation and rollout using Norton Ghost and Microsoft Deployment Toolkit • General troubleshooting • Virus & malware and diagnosis and removal. • Avaya VOIP Phone system management • On-call as needed• Travel and Remote Office Support • Microsoft Hyper-V • Windows Server 2003& 2008 Support• Backup Management • Maintain Create and Established Workflows for Serena Business Manager

Provide system support for major publications system.Created work orders, and/or completed work orders as neededWorked with out-sourced Help Desk to coordinate or contact essential personnel Monitored processes and work flows on application serversAssisted in the successful integration and rollout of new and upgraded systemsCreated and submitted nightly logs for the shift, reporting any problems if needed.Trouble-shooting problems on both Apple/Macintosh (9.2 through Mac OS X: Tiger & Leopard), and Windows Platforms (Windows NT4 through Windows Vista). Provide remote support and assistance whenever needed via TCI/IP connectionSupported 250-300 users in strict deadline-based environment

Tinley Park, Il

Prepare and print various reports and invoices for advertising, classified, and circulation departmentsGenerate, prepare, and print invoices for mailing VAX System OperatorAssisted in administration and setup of CommVault* and Veritas Backup-Exec back-up system and various other manual back-up systemsAssisted in implementation of IT related Sarbanes-Oxley compliance policies and proceduresMaintained HP* printers and schedule service calls as needed throughout office building Rendered new invoice forms through RemotePrint* Invoice SystemTroubleshoot and provide limited desktop support as neededAssisted Systems Analysts and provide assistance to help desk as needed

Provide clerical support to of Vice President of Marketing and sales associatesIntegration of new of technologies into daily sales operationsManagement of new accounts and processing of closed accountsPreparation of monthly statistical reports and sales analysis reports as requiredCustomer service (phone based)