Nurse Next Door is a senior home care service with heart. Our kind caregivers make lives better for clients where they’re the most comfortable: at home. With 24/7 availability, total flexibility and everything managed for you, you’ll experience total peace of mind.

• Provide hands on deskside level 2 support, managing daily intake of technology incidents and Moves/Add/Change requests at the desktop level• Work with users and manage the customer experience to ensure the business is fully appraised of any open issues, timelines, and resolutions• Install, configure, maintain and support PC hardware and software for the company’s end user computing environment• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications• Engage other technical teams as appropriate to escalate and resolve problems received from clients• Monitor and test fixes to ensure problems have been adequate resolved• Quickly escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware and software• Image and configure desktops and laptops using an enterprise imaging solution• Manage incoming calls via telephone, e-mail deskside visits to ensure courteous, timely, and effective resolution of end user issues

• Participated in processing incoming and/or escalated calls via telephone, fax and e-mail to ensure courteous, timely, and effective resolution of end user issues• Assisted users with issues involving mobile phones and desk phones, printers, monitors, PC’s, Curo, Microsoft applications, Operating systems and network connectivity issues• Ensured all calls were logged to create accurate reporting regarding call flows and issues• Kept end users and IT Management informed of any global issues or downtimes• Participated in improvement of existing IT systems to facilitate constantly changing environment• Actively participated in information exchange and discussions within and outside department• Identified problem areas in discovered trends and devise/deliver solutions to enhance quality of Helpdesk Group service and to prevent future issues• Actively involved with vendors in scheduling technicians for printers• Environment: Curo, WUPOS, Windows XP, Windows 7, MS Office, POS Application/terminals,EasyVista, Dameware, VPN, Lexmark Printer, McAfee, Active Directory, Cisco 2901, D-Link switches, Sixnet, and Avaya

• Provided technical support for AS/400 via telephone, email, and in-person communications with end-users • Performed operational duties related to AS/400 and daily backup procedures• Documented system problems and resolutions for future reference using “Heat” ticketing application • Created schedules with vendor for printer services, AS/400, software or hardware issues• Resolved all user issues and escalate accordingly as required• Diagnosed and troubleshot problems remotely via remote connection tools• Environment: AS/400, Windows 7, MS Office, Outlook, Report Schedule Management Application, Custom Dashboard, Smart Retail, Jwalk, SEQUEL ViewPoint, LanDesk, Gateway and POS Control Application

• Provided friendly and comprehensive front line technical support to students, faculty and staff that use laptops at college• Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists• Provided e-mail support, installed software, removed viruses effectively• Adhered IT policies closely while signing out instructional equipment, issuing student and proximity cards.• Performed preventative maintenance on podium computers, network outlets and general lab computers. • Environment: Windows 7 and Windows 8, Mac OSX, MS Office Professional Plus, VPN, Outlook setup, Password Safe, EventViewer, Msconfig, Services, Regedit, VMWare, Antivirus, Hardware Drivers, etc…