Provide first level support to Catholic Health System employees, contractors, and vendors. Troubleshoot application issue, reset passwords, and escalate unresolvable issues to the next level of support. Remotely map printers and network drives. Walk user through issue resolving procedures. Ensure proper recording documentation and closure of tickets. Recommend procedure modification or improvements.

Provide first level support to all internal and external calls brought in via phone calls, emails, service requests, etc. Reset passwords, connect network printers, add new users, block spam mail. Timely solve and remedy client and partner issues. Responsible for escalating issues appropriately and effectively communicating with internal partners and the effected customer. Recommend procedure modification or improvements

Provide first level contact and support to internal employees, contractors and vendors. Troubleshoot application issue, reset passwords, escalate unresolvable issues to the next level of support. Remotely map printers and network drives. Walk user through issue resolving procedures. Ensure proper recording documentation and closure of tickets. Recommend procedure modification or improvements.

Provide first level contact and support to internal employees and contractors. Troubleshoot application issue, reset passwords, escalate unresolvable issues to the next level of support. Remotely map printers and network drives. Walk user through issue resolving procedures. Ensure proper recording documentation and closure of tickets. Recommend procedure modification or improvements.

Respond to all tickets assigned by Service Desk meeting SLAs. Responsible for installations, moves, repairs, and/or maintenance of equipment, accessories and/or peripherals. Identify hardware problems and determine the most effective and cost effective way to resolve using systematic trouble shooting skills, technical documentation and maintenance procedures. Order parts and repair damaged equipment according to equipment warranties and IT policies with a minimum of downtime. Coordinate replace or loaner equipment. Escalate problems and/or issues to the technical lead or department manager. Perform other related duties as assigned, which can include participation in IT projects lead by corporate, coordination of local contractors/consultants when support is required. Responsible for troubleshooting problem with the phone system and network.

Process Service Now request IT and incident trouble tickets, contacted various vendors, setup service and work orders, phone orders and hardware equipment. Processed request to setup new phone service and move existing phones to other locations using PuTTY. Setup and reset voicemail passwords using Cisco Unified Messaging, Cisco Unity Connection Administration.

Review Change Management Request forms for accuracy, adds, moves, and changes

Resolve customer issues with escrow accounts, processed payments and answered questions regarding mortgages

MA Telesales Answered questions regarding the Medicare Advantage Program

Stocked shelves and assisted customers in locating products

Provided technical support for customer during the Digital Transition.

MA Telesales Answered questions regarding the Medicare Advantage Program and enrolled qualified candidates

Installed, configured, diagnosed TCP / IP and DNS / DHCP network configuration, and desktop issues in a Windows® 95 and NT environment.