Noel Bennett Email & Phone Number

Service Desk Analyst Lead:• Performed duties of a Service Desk Analyst during busy periods.• Served as a single point of contact for major incidents, ensuring regular updates were communicated regularly, clearly, and concisely to affected end users.• Maintained on call schedule for after hours support.• Provided after hours support, both regularly and as a fallback as needed.• Administrated the ServicePRO Help Desk software: user and license management; creating service request templates and automated projects; the end user support portal.• Created automated reports within ServicePRO to actively manage the health of the Help Desk, other departments, and remote sites.• Managed user accounts and groups (distribution & security) within Active Directory, Exchange, and Allscripts Touchworks/TouchChart/Practice Management.• Administrated the IGEL Linux-based thin client system. • Managed the building door pad access and security alarm systems. Service Desk Analyst:• Supported end users via a variety of channels (online, phone, in person) during normal day to day business operations.• Diagnosed and troubleshooted every day workstation and application issues, ranging from simple forced Citrix session logoffs to repairing failed workstation hardware.• Assisted the Clinical Application Support department by triaging and resolving end user application issues.• Installed, connected, and repaired network runs.• Set up/moved workstations as required.

Listed skills include Wireless Networking, Computer Repair, Computer Hardware, Microsoft Office, and 12 others.