Sarah Ward Email & Phone Number

Houston, Texas Area

● Phone and remote support in a 1500+ user environment over 21 clinics in Houston.● Support Microsoft Office 365, Windows 7 and 10 desktops, Active Directory - user, group, computer, and resource management.● 24/7 On-call support for users in clinic and home environments.● Extensive PC hardware and printer hardware support.● Independently provide user support and second level troubleshooting for network connectivity, desktop, Active Directory security, and printer software issues for internal and external sites.● Setup and maintain user access and communicate technical service policies.● Provide first level troubleshooting of designated healthcare information systems (e.g. Epic) and telecom issues. ● Provide level III support of Help Desk tools (e.g. fax server, call tracking system, knowledge base). ● Coordinate user requests with other areas of the department to meet user service needs. Weigh duties as appropriate to reflect importance and/or time expended on each.● Provide comprehensive user support and advanced second level troubleshooting for Windows O/S and desktop software issues that are resolvable remotely.. ● Unlock accounts and reset passwords in designated systems as needed. ● Assist in ongoing audit and reporting required for regulatory compliance. ● Provisioning of system and email accounts.● Research, resolve and respond to questions, incidents, or requests received via telephone, e-mail, or web requests. ● Accurately document and maintain the data contained in the incident/problem tracking system. ● Thoroughly document user requirements, findings, and troubleshooting efforts and route user requests to other areas of the department to meet service standards. ● Acts as mentor to others learning essential and advanced skills.

Houston, Texas Area

• Manage Helpdesk System. Assigning tickets to IT Staff depending on support needs• Providing Tier 1 and 2 support for offices located in the US and Global locations. 1500+ user environments.• Office 2010/2013/O365 Support, including licensing, installation and upgrades.• Support, Install and upgrade Windows XP and 7 Operating Systems.• Providing remote support over WAN and LAN.• Monitor and advise of network outages at various locations in Unites States.• Proprietary software installation, support and upgrade.• Image and deploy Desktop, Tablet and Notebook PCs and printers• Order and procure Hardware and Software from various vendors• Manage User Accounts within Active Directory• Mobile Phone Support• Comply with all SLA requirements including reporting protocols

Houston, Texas Area

Video Insight is premiere provider of video surveillance software. Are expertise is specifically focused on the education industry, both K-12 and Higher Education. We also provide turn-key security solutions for schools and institutions. Video Insight is one of the top providers of video surveillance software to the education industryResponsibilities:• Triage and resolve issues using advanced troubleshooting, customer service and technical skills via phone and emails to a wide variety of customers on sophisticated video surveillance software.• Support and troubleshoot software and camera installations in a timely and conscientious manner.• Log issues and solutions into custom support system.• Provide High Level Customer Support• Comply with all SLA requirements including reporting protocols.• Notify and work with Account Managers to ensure client’s complete satisfaction

Orlando, Florida Area

• Provide real-time technical phone support and remote for SHIP associates.• Maintain, modify and create user and computer accounts in Active Directory• Receive, setup, deliver, maintain, upgrade, and install desktop and laptop systems• Install, configure, maintain, and upgrade business specific software applications• Perform installation and configuration of hardware components such as memory, video cards, Ethernet cards, hard drives, and wireless devices• Troubleshoot and diagnose a wide variety of issues, make adjustments, repairs and/or perform preventative maintenance regarding computer hardware, operating systems, peripheral devices, and software applications• Learn, evaluate, and test computer applications and hardware• Maintain inventory of workstation equipment and supplies• Review ticketing issues, propose solutions and procedural changes• Analyze problems encountered in the use of computer systems, report malfunctions, and recommend alternatives• Make site field trips to other area locations to provide hardware and software support• Maintain high level of customer satisfaction and timely resolution to problems and issues• Notify and work with Account Managers to ensure client’s complete satisfaction

Hartford, Connecticut Area

• Provide support for proprietary software (Health Club Management Software)• Install, configure, maintain, and troubleshoot: Windows XP PC’s, Windows servers, laptops, printing devices, wireless devices, barcode scanners and Point of Sale systems at customer locations and remotely.• Install and configure proprietary software for deployment to customer locations.• Initial troubleshooting of customer SQL databases. Escalate issues to programmers when needed.• Provide phone, remote and on-site support for clients from various backgrounds and experience• Assist customers in the selection and procurement of IT products and services

New Haven, Connecticut

• Provide Computer, Hardware and Windows OS software support for all Connecticut locations (13 sites)• Install, configure, maintain and troubleshoot all Window XP PC’s, Window servers, user laptops, network and local printing devices, wireless devices (routers/switches/LAN devices), document scanners, telecom components, along with associated software for each.• Utilize rigorous logic and methods to solve difficult problems with effective solutions. Probe all fruitful sources for answers.• Provide IT technical expertise in the design of new facilities or changes to existing facilities• Assist customers in the selection and procurement of IT products and services for site needs

Hartford, Connecticut Area

• Ensure the ongoing performance of Windows NT/Windows 98/Windows 2000 networks, software and hardware for 30 sites in the United States.• PC/Server Repair and Installation for site users and projects.• Ghosting and tape back-ups of servers and clients• Developing project plans for assigning people and equipment, coordinating resources both internal and external• Coordinate and manage projects necessary for the implementation of new equipment including existing or new technology.• Lead or assist training efforts for Kodak Imaging Software. (Kodak Digital printing, AOL You’ve Got Pictures) • Create and maintain Auto CAD layouts in accordance to Corporate Engineering requirements• Install and support Kodak High Speed Digital scanners and printers.• Execute the transfer of assets between corporate locations• Assist with planning and scheduling of major equipment overhauls and rebuilds that require external or contracted services• Ensuring that new technologies and equipment are set up in inventory control (CMMS/PMC) to facilitate maintenance, preventative maintenance, parts purchasing, and equipment history• Communicate issues, improvements and specific project status updates relative to new technologies to designated corporate management

Mcsa

Mcse/Mcsa, Mcp, A+, Net+

Cert, Photography

Honors Graduate

General

Photography