I provide Tier 1 through Tier 3 IT support including but not limited to: standard helpdesk, problem identification, troubleshooting for resolution or referral to senior support technicians, management of internal communications and projects. Additionally, I provide backup support and administration for our ticket tracking software and reporting creation along with other management duties. • Provide IT support, in a call-center environment, for various medical database applications and hardware platforms across a nationwide selection of hospitals and doctor’s clinics, maintaining high levels of customer service, low call times, and a managed call volume.• First point of contact to identify, document, and remotely resolve technical issues and questions.• Triage and communicate technical or software issues that cannot be remotely resolved to appropriate points of contact, facilitating rapid solutions for customer facing issues.• Designated department trainer for the past 16 years, providing training in call management, system functionality, offered continuous advice, guidance, training documentation and mentorship regarding duties and best practices and customer support to peers and new hires.• Through written and verbal presentations, keep directors and executive management updated on various company statistics, including ticket stats, survey scores, common issues, and hospital productivity.

I transitioned into the technology field after obtaining my Network Engineering degree. This led me to a position where I supported Microsoft Outlook, Outlook Express, Net Meeting and Net Folders for users on a global scale. I was responsible for troubleshooting and resolving any issue a user experienced while maintaining strict call times and high-quality customer service scores with an acceptable close acceptance rate and within Microsoft’s policies, procedures, and support boundaries.

After earning my Aviation Maintenance degree and finding a weak job market, I followed the family tradition of working in the Masonry field. My work consisted of setup and tearing down of job sites, stocking material, maintenance and transportation of equipment. Over time, I worked my way into an apprenticeship where I learned about the craftsmanship as well as measured and assisted with the bidding of jobs. It was during my apprenticeship that I encountered a career ending injury. I used my recovery time to go back to school in order to pursue a new career in the technology field.