Provide Level 1 and 2 support for all hardware, software and account issues for approximately 1200 users in 15 facilities across 7 states. Used phone and ticketing systems to communicate with users and effectively resolve issues through communication, sending user Knowledge docs, or using a remote access software to assist. First line support for all IT issues with a high number of first contact resolution. - Hardware – Troubleshoot or repair desktops, laptops, iPads, iPhones, printers, monitors, docking stations. Ship equipment for new users or replacement/repaired devices. Manually added printers to Windows 10 before Microsoft Company Portal was implemented.- Software – Account administrator on two EMRs (Kipu and Sunwave). Onboardings, offboardings, and troubleshooting issues within the EMRs.- Work within a Windows 10 environment on all computers. Work with Office 365 Admin Center.- Used Hexnode and Apple Business Manager to remotely manage iPhones and iPads.- Administer and support SaaS accounts for users: Kipu EMR, Kipu CRM, CollaborateMD, Sunwave EMR, PointClickCare EMR, GoTo Connect, OpenPath door controls, Sfax, HIPAA Secure Now, Availity, Yardi, DocuSign and Form.com.- Train new Helpdesk users to learn the job and manage their workload. Teach how to “triage” tickets. Mentor as they learn on the job.- Traveled to setup all hardware for a new facility. traveled to a facility to help support the change from Kipu EMR to Sunwave EMR.Moved my family from Arizona to Tennessee when HQ moved in 2021.Cultural Ambassador Award recipient twice.

Remotely assisted customers in the setup, installation and education of their K-Motion systems. Provided technical support for hardware and software issues pertaining to both customers and in-house employees. Performed in-depth testing of all proprietary hardware and soon-to-be-released software. Provided excellent customer service via telephone, email and occasionally in person, which included regular follow-up correspondence, scheduling appointments for updates, and checking in with customers who need extra education.

A wireless environmental monitoring company with real time remote temperature monitoring solutions designed specifically for hospitals, pharmacies, laboratories, blood banks, tissue banks and more. Equipment for use on refrigerators, freezers, low and ultra-low temperature freezers, incubators, thermal cyclers, water bath equipment, liquid storage and nitrogen units. Provide phone and email support using Tele-Support Help Desk ticketing system. Hardware – Troubleshoot and configure Isensix proprietary equipment. Assist customers in installation and troubleshooting of wireless temperature monitoring equipment which includes collection points, access points, multiple types of sensor assemblies used in a variety of settings (refrigerators, freezers, LN2 tanks, incubators, water baths, etc.), control centers and servers. Software – Support and troubleshoot Isensix proprietary software. Assist new customers in uploading data to their Isensix Servers. Assist existing customers in day-to-day issues resulting from frequency issues, local network connectivity issues causing a disruption in sensor readings, account level access, passwords, reports, graphs, tables and checkpoint issues. Monitor servers for possible replacements or software updates. Maintained multiple individual projects while performing daily assignments. Planned annual calibrations and software updates for customers as needed. Process equipment returns and replacements for customers.

Provide phone, email, self-service ticket and on-call support to over 20,000 associates. Hardware – Troubleshoot and configure all hardware equipment – pc’s, laptops, tablets, terminals, switches, DEC servers, routers, air cards, power supplies, handheld scanners, PDA’s – to the point of warranty covered services before escalating to appropriate group for manufacturer repair or replacement. Software – Support and troubleshoot a mainly Windows XP Professional environment. Installation and basic troubleshooting of Office XP and 2003. Extensive knowledge and support of Outlook issues and OWA. Experienced with a company wide mail-server migration. VPN, Citrix, Ipass and wireless configuration support for Remote Access users. HP OpenView and Unicenter used for ticketing system. Troubleshoot Internet/connectivity issues on individual machines as well as entire branch locations. Utilize Ferguson’s network to migrate data for associates with replacement machines. Some basic support of proprietary software, Trilogie. Installation of required software on individual basis for associates. Password resets and account lookup for authorization. Microsoft Communicator and Windows Messenger. Printers - Troubleshoot network connectivity or slave setup to pc. Configure network printers through web interface as well as through router commands. Experienced with laser printers, dot-matrix printers and label printers. Acquisition Hardware Contact – point of contact for acquisition installers and acquired associates for all hardware and software issues. SAP printer contact – Setup and supported printer setup in HPOMS and SAP.