*Deploy windows 7 and 10 images to laptops and computer devices for stock and field orders.*Repair Dell computers and laptops still under warranty. Order hardware and return defective parts.*Triage Hardware to be salvaged – sort, wrap and pallet for shipments.

DISYS Contractor – Support Agent 1, Ticket Coordinator HSTS Hot Help & Connectivity* Triage and prioritization of Salesforce tickets, assign or transfer cases to agents/team queues * High priority case management and notification of alerts and partner outages* Phone triage using AVAYA software – working cases or transferring to specialty team(s)* Run SQL queries and internal/external reports (i.e. daily and end of shift)* Provides multi-channel technical support for worldwide hospitality/hotel employees * Internal support provided for other Expedia employees via phone, email, and Skype

* Onsite IT hired for 3-month contract * Prepare network servers and workstations for hardware and software upgrades * System operations * Polycom VoIP phone set up and maintenance* Support of 950 employees in 3 national call centers (in NV, FL, MO)* Provide and run SQL scripts for updating data* Manage Encore phone records of telemarketing staff* Ensure software runs optimally for timely processing of credit cards and booking packages

* Support of designated UMB Bank branch locations in Southwest Missouri* Coordinated upgrade with 3rd party vendor based out of Kansas City, MO* Upgraded existing PCs from outdated versions of Windows to Win7 * Ensured all data successfully migrated from old PC’s to new workstations* Installed printers, scanners, and validators specific to banking industry * Tracked all issues and took ownership through issue resolution * Responsible for shipping out of date hardware to liaison at UMB Main Office

* Tier 3 Technical Support of 7 Integrity Home Care office locations, 2 Integrity Pharmacies, 25 Long Term Care (LTC) facility locations, and IHC headquarters* Consolidated telecom vendors* Tracked and managed 300+ wireless devices* Implemented changes in telecom policies resulting in annual savings* Executed corporate cost saving plan for printing and copier service by implementing Managed Print Services* Primary point of contact for all pharmacy software and devices* Supported QuickBooks for Integrity Pharmacy billing and IHC headquarters* Processed access control change requests, such as adding, modifying, and deleting user and group accounts within Active Directory, Enterprise Directory, and email (Outlook Exchange) environments* Network administration of Cisco wireless access points and Outlook Messenger Server* Participated in call rotation and traveled on site when needed to various locations in MO/KS* Responded to incoming requests and provided broad level of support to identify, troubleshoot, and resolve issues* Documented details and tracked issues; took ownership; ensured timely resolution* Took initiative to identify and correct problems when noticed, prior to users reporting* Advanced troubleshooting and maintenance of copiers and printers * Escalation to contracted vendors as needed* Upgraded and replaced devices as needed company-wide; supported over 1,000 devices* Tier 2 Support for Cerner implementation project* Responsible for new employee IT computer training during orientation and trained superusers at each location* Received numerous recognition awards as part of “Raving Fans” program* Adhered to HIPAA privacy mandates* Reinforced standardization of network access and policy administration across all locations* Maintained assigned responsibilities related to the Data Center/Server Room* Maintained appropriate records and ensured proper system backups* Participated in special projects and performed other duties as assigned

* Remotely supported McKesson Homecare and Billing software for clients nationally* Escalated clinical issues to the Clinical Product Support Team* Resolved client software issues via phone or dial in support with remote access tools* Documented issue details and resolutions in a timely manner (logged 100% of calls)* Performed client education via phone/remote connection as needed* Scripted changes to databases using SQL* Consistently exceeded expectations regarding Customer Satisfaction Surveys* Utilized ICARE principles (Integrity, Customer-first, Accountability, Respect, & Excellence) when dealing with colleagues, clients, and in the home health community

* Senior member of the Technical Support Team* Workload and responsibilities varied due to growth and PM’s needs during implementation of new software packages* Contributed to Cox’s receipt of national recognition as “2003 & 2004 Most Wired” for small/rural healthcare facility * Maintained over 600 workstations throughout organization (on-site and off-site)* Supported and provided training to over 900 end users (including superusers)* Trained users on MS Office products (Windows, Word, Excel, PowerPoint, and SharePoint)* Established curriculum for new employee orientation and clinical software application training classes* Accountable for technology needs as the Conference/Meeting Room Tech Coordinator * Recruited as VHA Site Coordinator for satellite education programs* Responsible for building (installation/configuration), diagnosing, repairing, and debugging PC’s (hardware & software) – (Quality Assurance) QA testing prior to PC placement and during upgrades* Responded to helpdesk phone and email support requests* Created documentation protocols for ticket tracking using Track-It software* Administration of Windows (95, NT, 2000, & XP) and Novell users* Completed Intranet development and maintenance of IT sites and Training site and migrated to SharePoint* Created online training tutorials and refresher courses which included MIT access* Assisted Telecommunications Coordinator with phones, phone lines, Meridian Mail, and pagers to include JIT (Just-In-Time) user training and troubleshooting of telecom devices* Pioneered Biometrics implementation and training* Performed network troubleshooting and recovery of data* Experience with TCP/IP, switches/hubs and Cisco WAN/LAN equipment* Took initiative with vendor communication and support - escalated issues in PM’s absence* Ensured that all nightly processing, printing, and system backups ran correctly* Coordinated moves of PC’s and telecommunication devices and equipment