• Responsible for providing technical support, guidance, and training to end-users on computer equipment, applications, and enterprise solutions, on-site, by phone, email, or on a remote support session.• Ensure all end-user support requests submitted via help desk portal, email, phone, instant messaging, or verbal communication are properly documented, worked, resolved, and dispositioned appropriately in the service desk ticketing system.• Manage user account information in Active Directory, group memberships, and email mailboxes in Office 365.• Install, configure, and troubleshoot computing equipment, peripherals, software applications, and medical devices.• Work with infrastructure installations, including structured cabling, networking equipment, wireless access points, audio/video conferencing equipment, security cameras, and UPS devices.• Collaborate on joint team projects, with other departments, to assist with developing and implementing solutions to meet business needs.• Ensure excellent internal/external customer service via telephone or in person contact, to better assist users with IT work requests. Address and assist patients, staff, vendors, contractors, guests, and business partners with the highest level of courteousness and professionalism.

• Assured preventive maintenance of PC hardware and software.• Configured and provisioned desktop and laptop computers.• Installed PC hardware components to upgrade the performance of the PC.• Appropriately disseminated work requests remotely and or onsite, using issue tracking software Service Desk Plus and maintained a log of work requests, and resolutions to issues.• Traveled to clinical sites to evaluate the state and performance of PC equipment.• Conducted troubleshooting for physical and wireless network issues.• Configured printers to be added to a print server. Troubleshooted printer issues for end users.• Ensured excellent internal/external customer service in person, via telephone, or instant message, while assisting users with IT service requests.

• Experienced troubleshooting software and hardware issues, as Tier 1, for Windows 10 and PC peripherals. Performed responsibilities by multi-tasking in a fast-paced environment while coordinating effective, efficient, and timely communication with customers, leadership and management.• Assisted with maintenance of PC operation, after image migration from Windows 7 to Windows 10. Assisted in manually installing PC software that was corrupted during Windows 10 migration.• Experience in troubleshooting voice over internet protocol software CISCO IP Communicator and Verizon Virtual Contact Center Agent.• Maintained and supported the corporate telephony infrastructure, through Cisco Call Manager and Unity Connection configuration.• Documented, problem description, procedures, troubleshooting steps and resolutions for issues regarding business applications, using BMC Remedy Mid-Tier 9.1 ticket tracking software. Recorded order, repair, and service requests, to appropriate technical area or vendor.• Tracked status of tickets and followed up to ensure client satisfaction.• Executed proper escalation procedures of technical issues to upper tier staff when solution was out of scope of support.