Provide appropriate Tier 1 support (on-site and remotely) to all company end-users for hardware, software, printing, and applications.• Answer incoming tickets via phone, email, or chat regarding technical inquiries and general user concerns.• Document, track, monitor, and escalate tickets to ensure a timely resolution.• Maintain basic inventory level control, emphasizing cleanliness, and organization of the storage area.• Maintain records/logs of repairs and fixes and maintenance schedule.• Create/decommission staff of their equipment and accounts in a timely manner.• Organize and schedule upgrades and maintenance without deterring company workflow.• Create technical guides for staff and patients on to help efficiency in workflow.• Troubleshoots Tier 1 issues with software, personal computers, printers and peripherals.• Provide mass emails to staff informing them of changes to workflow.• Maintain the user database and process all pertinent paperwork and records.• Guide users on how to operate new software and computer equipment.• Set up and provide appropriate access to applications and systems.• Set up workstations with computers and necessary peripheral devices (routers, printers, etc.)• Collaborate with the IT team to develop efficient methods for the handling and prevention of technical issues.• Collaborate with third party vendors on troubleshooting medical equipment (Ultrasounds, Blood Hormone Analyzers, Cryotank monitoringsystem, etc.)• Collaborated with third party Vendors in upgrading our clinic’s workflow with new EMR software.• Provide a once-a-month technical literate class to staff in order to increase productivity.

Providing at home, onsite and over the phone technical support and guidance, assisting with desktopsetup and maintenance activities, I successfully:• Disassemble and repair desktop systems, changing and adding hardware components includingmemory, graphics and NIC cards.• Download and install software and updates.• Check systems for viruses and malware and install anti-virus software.• Perform systems upgrades from Windows 7 to Windows 10 with media Microsoft tool.• Provide ongoing systems and platform training to non-technical audiences.• Assign folder access to specific folder files through Server 2016.• Create residential home networks and resolve connectivity issues running cmd on the command line.• Set-up peripherals to desktop systems and home networks.• Connect to clients’ systems with Bomgar to identify and troubleshoot IT issues.• Run IT resolution tests; creating Jira Service Management tickets.

• Provide exceptional customer service to multiple customers, improving client retention.• Fill out inventory reports along with profit and loss reports.• Collaborate ideas with department heads and staff that increase gross profit.• Organize, restock, & order inventory.• Managed multiple employees effectively that increased productivity.• Resolve issues with clients and vendors to maintain efficient workflow.