• Using the ServiceNow Tool and Remedy, supported over 40 clients per day, handling Incidents and Service requests related to hardware, telecom and over 300 applications, resulting in prompt resolution and a high level of customer satisfaction.• Followed up with clients ensuring the issue was resolved and had not re-occurred. This resulted in reduced call backs to the helpdesk and also resulted in positive feedback on our customer satisfaction survey.• Handled some level II application support, which reduced work load of application specialists.• Created user accounts for new employees by providing them network access, shared files and application access which reduced the turnaround time for new account set up.• Managed existing user accounts, which included password resets, providing access to new applications and shared files which increased productivity time for clients.• Supported clients working from home using Citrix or VPN. Also, able to support clients remotely, if needed. Being flexible, allowed us to be a very efficient team.• Trained users on various office products, laptops and mobile phones which increased customer satisfaction and reduced workload for the IT training team.• Updated the Frequently Asked Questions on the department’s web page which resulted in decreased workload for the team and client phone calls to the service desk.• Introduced and updated process manuals for the team. This resulted in faster and more efficient service for the client. • Trained and oriented new employees, ensuring they were well informed and confident with problem solving and working in the new system applications.

• Using the McAfee tool, provided assistance to approximately 50 callers per day, handling Incidents and Service requests related to hardware, telecom and applications, resulting in prompt resolution and a high level of customer satisfaction.• Researched and wrote an article which was published and distributed to over 200 SAP coaches. The article provided an easy to understand guide to assist clients with printer problems.• Created and maintained up to date Help Desk system user manuals. Trained and oriented new employees, ensuring employees were well informed and confident in new system applications.• Assisted second level support with cloning and reconfiguring laptops and desktops, reducing workload in the department and promoting team work.

• Coordinated and instructed patients on pre and post-surgery procedures, ensuring they were well prepared and informed.• Organized surgery schedules and office schedules for three surgeons, effectively coordinating surgery days with office days.• Coordinated and administrated out of town clinics bi-monthly. Performed audio metric testing, booked surgeries and updated charts, as a result, optimizing high level of patient care. • Purchased and maintained inventory system for office, medical and surgical supplies. Interacted with sales personnel regarding pricing, ensuring office budget needs were met.

• Supervised 50 staff members in daily operations of the food service department, optimizing care for over 800 patients.• Prepared and coordinated shift schedules for 50 staff members, ensuring appropriate coverage for all shifts.• Prepared and investigated payroll work sheets for 50 staff members, minimizing errors and improving accuracy and timeliness of pay. • Assisted with new employee screening and training, which resulted in the attraction and retention of highly productive employees.• Assessed and consulted with patients on special dietary needs, optimizing patient care.