Jennifer Lees Email and Phone Number

Currently overseeing IT software and company operations including updating policies and procedures. Documentation for all aspects of the service desk. Deploying and implementing new agents for our remote software. Current software I configure and deploy:Connectwise Manage/Automate/Control BrightGaugeITBoostSophos Anti-VirusDuo AuthenticationLastPass Password managerVarious other softwareI also assist in Project Management. Close out documents and timeline prep.

Build, support and Manage:• VM’s in Hyper-V• Modifying Active Directory OU’s as well as group policy objects that meets the client requirements.• Finding work around issues with servers, including incompatibility issues, group policy settings and scripting solutions.• Remote support for Teir I technicians and clients.• Supported servers, networks, and executed backups for clients in the medical and financial industries, some with 10+ locations and 500+ employees.• Provided first-line support for client electronic health record (EHR) systems including Allscripts Practice Management, Clinical Module, and Greenway software. • Work includes day to day operations involving Windows 7, 8, 10, Server 2003, Server 2008 R2, Server 2012 as well as Server 2016 to learn and gain experiences with• Group Policy configuration and maintenance• Familiarity working with Allscripts Clinical Module EMR, Allscripts Practice Management software and Greenway EMR• Work within configuring and maintaining server environments including:• Exchange Server 2003, 2010 and 2013• Microsoft System Center Essentials• GE Viewpoint ultrasound imagining software and file storage• Assisting with client data input into our ticketing system• Knowledge and manageability with Autotask ticketing systemI also work as an on-call technician through a rotating schedule with fellow co-workers and managers. I also assist on larger projects such as major EMR updates/upgrades, server migrations and moves to hosting, and new client configuration.

Responsibilities Diagnose computer issues and resolve them based on information systems Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet; Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more; Research required information using available resources; Follow standard processes and procedures; Identify and escalate priority issues per Client specifications; Redirect problems to appropriate resource; Accurately process and record call transactions using a computer and designated tracking software; Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business Process emails per procedures Accomplishments Help start up a new desk project Was head of emails and training for the deskAwarded employee of the month for the month of January

Responsibilities Handling break-fix issues with equipment i.e. printers, desktops, laptops and PC peripherals Handling operation of the computers and the networks Supervising lab equipment and facilities Maintaining records of lab equipment and supplies Ensuring security of the lab Assisting students, and tutors Demonstrating proper use of computer systems to students Resolving printer, scanner, and fax machine issues Refilling ink toners and supplying paper Monitor and reset passwords for students Troubleshoot hardware and software issues Maintaining and using active directory

Assist/monitor/teach individuals with preparation of daytime activities; encourage good personal hygiene, and behavior appropriate in their home or apartment. • Provided safety and security of clients with mental disabilities • Worked side by side with management to provide the clients with medical needs • Provided documentation on a daily basis • Administer daily medications to the residents as per their physician's chart