• Utilized and maintained user and file permissions in a variety of medical and Microsoft-based systems, including Active Directory, CompNet, Azure, Cerner, Meditech, Imprivata, insurance payor sites, and Centricity• As the newest addition to a small team of four and a proven quick learner, worked and resolved 42% of all tickets assigned to the group and lowered the total amount of open tickets from 300+ to under 60• Provided Tier 1-Tier 3 support on systems and accounts, catering to general staff, management, executive leadership, external contractors, and vendors• Participated in on-call rotation 2 weeks at a time, giving 24/7 assistance for account access to end-users for urgent matters• Took initiative and directly worked alongside ticketing system (FreshService) engineer to design, edit, and implement changes to forms to reduce frustration and increase clarity for service requests between end-users and IT analysts• Elected to compile weekly feedback reports for IT Helpdesk leadership on solutions to hone quality customer service and inter-department collaboration• Routinely sought out cross-department mentorship in effort to solve issues or improve automated processes, such as PowerShell, batch, and Azure CloudShell scripting• Helped manage hybrid Microsoft Office environment (Azure Active Directory/Exchange Admin Center On-Prem)• Supported team and cross-department groups during Epic Go-Live

• Delivered end-user IT support for over 7000 medical & support staff, fielding 25+ calls per day with an 82% First Call Resolution on average• Assisted in credential management & account administration for several Electronic Medical Record & office software including Cerner, Meditech, Citrix, GE, Imprivata, Microsoft Azure, & Office 365• Troubleshoot for over 300 applications• Disaster mitigation & response• Authored detailed knowledge base articles tailored to both peers and customers/end-users• Configure & deploy Windows PCs using tools like SCCM, Active Directory, & Group Policy• Extensive documentation experience with FreshService & SCSM ticketing systems• Practice HIPAA compliance to ensure patient & financial data is protected• Supported migration Microsoft Exchange to Office 365• Volunteered to create and maintain detailed weekly meeting notes database

• Monitored the health of & recovered critical interfaces through Iguana, Cerner Olympus, & RightFax• Overnight & weekend IT Help Desk support Provided on-demand immediate support for internal analysts & external Cerner vendors through server cycling, IP reservation, password resets, access revocation (ex. PeopleSoft HR ePar), & more.• Disaster response delegation & coordination• Generated reports from batch jobs & provided to end-users• Performed & maintained system tape backups & restores Stellar communication, professionalism, & customer support skills noticed by IT leadership which enabled a speedy promotion to IT help desk

Aiding customers in printing and shipping services, as well as troubleshooting simple file errors and finding complete solutions for clients' projects.

Assist customers to prepare and assemble Mexico-inspired cuisine catered to their exact taste by using exceptional communication skills. Conduct cash and credit transactions as well as maintaining a clean and welcoming environment for guests.