SUMMARY
Resourceful IT Technician with almost 5 years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals, and recording technical issues.Familiar with Windows and Mac OS environments, I have experience with multiple EMR systems, including EPIC and WEBPT, and I also have experience with Azure Active Directory.
EXPERIENCE
MSP (2023-Present)
IT Helpdesk Tier 1.5 Specialist
- Perform ID verifications to securely reset passwords and unlock user accounts in compliance with company protocols
- Utilize Microsoft SCCM to deploy software, run remote diagnostics, push system updates, and manage workstation inventory
- Manage user accounts in Active Directory, including password resets, account unlocks, and configuring Group Policy settings
- Troubleshoot and resolve issues with Microsoft Office applications, including Outlook, Teams, and Word
- Consistently ranked in the top 3 performers on the team.
- Achieved one of the lowest average call times while maintaining high-quality service scores
- Working with ServiceNow and Salesforce systems
- Troubleshoot operating system issues across Windows, Linux, and macOS environments
- Troubleshoot various hardware devices, including routers, computers, printers, and phones
- Diagnose and resolve VoIP-related issues, including software like Avaya
Medical Practice (2019-2023)
Computer Helpdesk Technician
- Provided technical support to end-users via email, live chat, and phone, resolving a wide range of hardware, software, and account-related issues
- Accurately documented service requests, troubleshooting steps, and resolutions in the ticketing system to maintain a clear service history
- Investigated technical problems across multiple systems and databases, delivering timely and effective solutions
- Created practical workarounds and solutions for recurring IT issues to minimize user downtime
- Collaborated with internal teams and maintained strong working relationships with staff and management to ensure efficient issue resolution
- Supported users working with WEBPT and EPIC EMR systems, assisting with login, navigation, and data access concerns
- Gained hands-on experience with Windows Server technologies, including DHCP, DNS, and Active Directory administration
- Resolved an average of 25+ tickets daily, delivering support to a user base of over 2,000 employees
- Utilized ServiceNow to manage, prioritize, and track incoming support requests, ensuring timely follow-up and resolution
SKILLS AND QUALIFICATIONS
- CompTIA Sec+
- CompTIA A+
