Erik Allison Email & Phone Number

Portland, Oregon Area

Create/delete/update Active Directory, Microsoft Exchange, Agile, and Clearquest accounts.Creating and maintaining both internal and cell phones through Avaya Tools and use of ATT website for cellular activity.Provide new systems and upgrading them to employees when necessary, including imaging and copying files over and getting all programs moved as well.Troubleshoot problems with Dell printers, laptops, desktops, monitors and projectors. (WinXP, Win7, Office 2003/2007/2010 on the hardware)Event setup including setting up video and audio conferencing, tables/chairs/projectors and presentation laptops.

Provide incoming phone and email support for customers of Yahoo! Small BusinessSupported all YSB products including Domains, Business Mail, Web Hosting and Merchant Store accounts.Also part of the High Grossing Merchant Support teamResponsible for tracking common support issues and creating bugzilla tickets for any high grossing merchant accounts that needed to be escalated to engineering. Supported MS Frontpage, Dreamweaver, Yahoo Sitebuilder and other forms of HTML, CSS editing tools.Averaged 9.7 out of 10 on customer surveys during last quarter, and over 90% on quality coachings.

To provide technical support for any tickets that we received that could be done remotely. Using either phone, email and/or Dameware to log into the customer's PC.Supported Dell/IBM hardware including laptops, desktops and some printers.Supported Microsoft Office, Publisher, Project, Visio, Lotus Notes, multiple Adobe products, Remedy, Crystal Reports, Epic Healthsystems and more.; Dispatching any tickets that could not be done remotely to our on-site technicians using Remedy.Responsible for moving technicians from one site to another if we were short handed.Ran multiple reports on a daily basis for our oldest tickets, communicating with technicians to make sure we were going to make our SLA's. Sent this to all managers in our group to keep them updated.Created documentation for our new employee training booklet on topics for Remedy, software installations and processes.Acted as main contact for other groups when needed to hand tickets off or information was needed. (Server/Network/Field tech/Telephony/Healthconnect)Acted as main contact for Aegis Technical who repaired all of our printer hardware problems.Worked for 3 separate temp agencies during my 14 months at Kaiser, if you need their details please let me know.

Provide technical support and training for Welch Allyn Beaverton. Software and hardware including:Active Directory, Microsoft Windows XP/2000, Microsoft Office 97/200x, Microsoft Frontpage/Visio/Access/Project, Lotus Notes/Easy Sync Pro, Norton Ghost, McAfee Antivirus 7.x-8.x, Adobe Creative Suite/Acrobat, Agile, SAP, AT&T Global Dialer and some Welch Allyn proprietary software. IBM desktops/laptops, Compaq Laptops, Network Printers, Wireless NetworkInstalled and maintained all printers/print server on site.

Provide technical support and training to executive members of Radisys and their administrative assistants. Also provided support to our Oregon; and worldwide sites. For all Radisys Corporation software/hardware including: Microsoft Windows XP/2000, Microsoft Office 97/200x/XP, Microsoft Frontpage/ Visio/Access/Project, Lotus Notes, Norton Ghost/Antivirus, Adobe Acrobat, Agile, SAP, AT&T Global dialer, Checkpoint Secureclient, and LANdesk.IBM laptops, Dell Laptops/Desktops; part of the printer escalation team. Member of new hires and moves committee. Had weekly meetings with the facilities departments to ensure a warm welcome to new Radisys employees and comfortable moves for existing employees. Making sure LAN/Phone, PC and desk were ready.Part of a team that was successful in upgrading our Lotus Notes from 5.0 to 6.5.Part of a three member team involved in imaging and replacing 200+ systems on the Radisys manufacturing floor. Imaging using Landesk and Norton Ghost software. Transferring mail and vital documents from the old PC's to their new systems. Was one of two members for a Windows 2000 Professional rollout/upgrade project. Upgrading all of their machines from Windows NT. Using Norton Ghost to backup machines before trying to upgrade them, storing their images on the network.

Provide technical support and training to healthcare customers (physicians, patients and clinic staff) for Medscape's Internet products, including troubleshooting and resolving technical issues. Medscape' Internet products include: Medscape Encounter, a Web-enabled electronic medical record systemAboutMyHealth, an online physician-patient chart access and messaging toolMedscape Mobile, a Palm-based drug reference application.Supported Medscape Encounter in the Beta phase. Processed user enhancement requests and tested for software issues. Contribute to product development process through investigation of technical issues, gathering and providing enhancements, working with engineers, reporting bugs using PVCS Tracker and proposing solutions.Member of the supportability team for all products, working with engineers and product developers to make the newly released products successful. Created support plans and presented new products to upper management.Train and evaluate new employees; develop knowledge base material for training and reference.Participate in software product testing and usability studies.Serve as resource for co-workers with clinical workflow questions, writing and editing needs, technical problem solving, departmental hardware/software installation, and the use of ONYX, our customer relationship management (CRM) system