Paula Jarrett Email & Phone Number

Cincinnati, Oh, Us

Cincinnati, Ohio, Us

Florence, Ky, Us

• Provided expert assistance for individuals, small business, and non-profit organizations. Assisting with new system setup, software installation, hardware configuration, Microsoft Office, M365 administration, Windows OS Android, and Apple product support.• Web and Graphic design specializing in Canva, WordPress, Divi, Elegant Themes

Cincinnati, Ohio, Us

• Engage in high-level troubleshooting and resolution of diverse technology-related issues escalated from the firm's help desk.• Address network connectivity challenges in both home and office settings, ensuring seamless operations.• Configure and troubleshoot MDM email setups for Apple and Android devices to enhance mobile communication.• Perform hardware troubleshooting for a variety of devices, including laptops, desktops, tablets, and printers.• Manage firm applications through comprehensive testing, deployment, and maintenance procedures.• Serve as the system administrator and escalation contact for BigHand Voice (dictation) and BigHand Metadata Assistant 5.• Administer the BEC Legal Systems Docket Enterprise and CoreRelate docket management system.• Prioritize timely investigation and communication with users, clients, and vendors for known issues, software updates, upgrades, and new product/service opportunities.• Act as a liaison for non-technical users, effectively communicating technical issues and providing user-friendly solutions.

Fort Mill, Sc, Us

Level 2 network, hardware, software support for US GE Businesses. Diagnose and repair all hardware, software, configuration, and network connectivity issues on Dell, HP, and Lenovo laptop and desktop computers.

Cincinnati, Ohio, Us

Provided senior desk side support for clinical staff in doctor’s offices across the southwest Ohio region. Provided support and escalation assistance for outstanding hardware, software, and EPIC issues.Recognized as a leader in customer service supporting medical office staff with Windows XP, network printing, and EPIC training.Worked with office staff in resolving or escalating outstanding support requests originally called into the CHP Helpdesk.Collaborated with CHP network EPIC support teams in fixing critical issues and enhancements for current EPIC software release.Provided daily reports of hardware inventory, escalations, and outstanding issues to CBTS Program Manager.

4 years continued user support for Lotus Notes 8.0, Microsoft Office, Oracle eRDC, Oracle Clinical, Citrix Connectivity, JReview, Integrated Review (IR), and Discoverer.Provided IT Administration and Support for all network systems including Lotus Notes administration, network access requests, system backup and restore, printer installs, Microsoft Office support for entire department.Proficient in Microsoft Office with advanced abilities in Microsoft Excel.Provided technical training and created training documentation for new hires and new system roll-outs.Delegated the workload and manual review of incoming clinical trial data, providing guidance and instruction to 4 CDAs assigned to the study.Served as primary point of contact with the client study team assisting them via teleconference and email in review of weekly and monthly metric and SLA reporting, as well as discussing trends in data errors. Submitted recommendations to study team issues that arose providing new instruction and explanation regarding any changes made to the eCRFs, the Completion Guidelines, or the Data Listings Document, which in all listed and described the required duties of Data Management for the study.

Hired to provide training and support to local and remote employees for all software and hardware systems and connectivity.Provided onboard training to new employees including laptop setup, login, remote access, Microsoft Outlook and Lotus Notes training.Created job-aides and worksheets to facilitate technical education for users and other support agents.Provided triage and resolution for Windows desktops and laptops using remote control tools and desk side visits. Logged all incoming support requests, via phone, email, walk-up, and IM, into support tracking system maintaining excellent customer service through prompt follow-up and escalation procedures.

Provide first, second, and third level PC and network support for 1600+ end-users.Recognized, diagnosed, and resolved various Hardware, Software, and Network issues from first call to complete resolution. Managed Active Directory user rights and administrationMaintained user login scriptsActive Directory user account creation and deletionExchange mailbox administrationBlackberry AdministrationNetwork file restorationsNetwork share administrationCitrix Administration including installation and application distribution, server/load balance monitoring, and setting up application profiles.Developed and maintained internal IT website to communicate announcements, current outages, scheduled maintenance, application downloads, and help file documentation to end users and internal IT support.Technical Writer for both end user and internal IT support documentation. Technical EnvironmentActive Directory, Microsoft Office 2000 / XP, Windows 2000 / XP, Citrix, HelpSTAR ticketing system, Dameware, eBoulevard, VNC, MSTSC,

Daily monitoring of incoming technical support issues. Regular support of Microsoft Office, VPN connectivity, network access, and local system issues. Primary point of contact for support accounts. Weekly and monthly reporting of call metrics and Service Level Agreement (SLA) reports. Managed a group of up to 5 call center analysts which included training and monitoring of call center stats, offering guidance and feedback to improve First Call Resolution and Time-to-Answer.