It Support Technician
Current· Perform diagnostics and troubleshooting of hardware and software issues for 5000+ end users· Extensive experience in managing customer interactions, ensuring high levels of satisfaction, and resolving issues efficiently· Direct experience with IT support in a healthcare setting, familiar with ITIL processes, and committed to maintaining the integrity and stability of EHR applications· Managed multiple projects simultaneously, including large-scale rollouts and upgrades, while maintaining detailed documentation and communication with stakeholderso Facilitated the smooth transition of hospital upgrade from Epic Hyperspace to Epic Hyperdriveo Facilitated rollout of company-wide VoIP project deploying 3000+ Cisco VoIP phones· Coordinate efficiently with other teams using a ticketing system to resolve end user issues· Maintain high levels of customer service and build solid end user rapport· Cross-trained with the cybersecurity team to assist in protecting computer systems and networks from information disclosure, theft, or damage· Key Achievements:o Improved troubleshooting processes, enhancing response time by 20%o Played a critical role in the implementation and support of Epic Systems, ensuring seamless operation and integration
