Henry Tan Email & Phone Number

Derwood, Md, Us

Bethesda, Maryland, United States

Baltimore, Maryland, United States

Participate in a variety of IT and cross-functional team projects, including hardware upgrades, cloud service setup, and software implementation. Collaborate with offsite teams to manage and expand onsite network infrastructure.• Implement new process enhancements to create efficient workflows.• Provide daily dedicated technical support to onsite and remote users including laboratory, desk side, audio-visual support.• Responsible for asset management by shipping, receiving, and… Show more Participate in a variety of IT and cross-functional team projects, including hardware upgrades, cloud service setup, and software implementation. Collaborate with offsite teams to manage and expand onsite network infrastructure.• Implement new process enhancements to create efficient workflows.• Provide daily dedicated technical support to onsite and remote users including laboratory, desk side, audio-visual support.• Responsible for asset management by shipping, receiving, and storage of IT, A / V, laboratory equipment onsite. Show less

Managed operations for the 24/7 Service Desk team by conducting daily reviews and identifying any upcoming technical changes.• Oversaw printer fleet where units were maintained and procured new printers when needed.• Coordinated with application owners to create critical knowledge articles for handling high priority issues. • Contributed to new application onboarding by transferring knowledge and communicating to supporting team members.

Rockville, Maryland

Provided dedicated technical support to Genomic Health / Exact Sciences. by overseeing and triaging support intake channels ServiceNow, chat, email, and phone.• Ensured KPI’s were met within a specified timeframe to prevent any breaching of SLA/CLA. • Partnered with Tier 2 help desk team members by providing detailed troubleshooting information to allow for an efficient escalation and root cause analysis.• Served as a mentor / trainer for incoming Tier 1 support agents and trained… Show more Provided dedicated technical support to Genomic Health / Exact Sciences. by overseeing and triaging support intake channels ServiceNow, chat, email, and phone.• Ensured KPI’s were met within a specified timeframe to prevent any breaching of SLA/CLA. • Partnered with Tier 2 help desk team members by providing detailed troubleshooting information to allow for an efficient escalation and root cause analysis.• Served as a mentor / trainer for incoming Tier 1 support agents and trained them on ticket processing and call handling. Show less

Olney, Maryland, United States

Performed clinical and administrative duties in an ambulatory care setting and medical practice office supervised by physician /provider.• Operated as initial point of contact to troubleshoot hardware / software issues for printers / computers.• Conducted daily administrative duties by calling patients, checking in patients, and scheduling future appointments.