Information Technology

Resume posted by lilfoot_17 in IT.
Desired salary: $60,000.00
Desired position type: Full-Time
Location: Larned Kansas, United States

lilfoot_17@hotmail.com
Tel:
Mobile:
620-804-0188

Summary

I have about 20 years of Help Desk, Customer Support experience and knowledge with Computer Support.

Education

EDUCATION

HIGH SCHOOL 1989-1993
Thomas More Prep Marian Hays, KS

General Education
Photography
Architecture Design
Art
Latin Club
Cross Country, Basketball, Track

COLLEGE 1993-1994, 1997
Fort Hays State University Hays, KS

General requirements
Track Team

Experience

EMPLOYMENT

INFORMATION TECHNOLOGY – TECHNICAL SUPPORT TECHNICIAN II 2004-CURRENT
LARNED STATE HOSPITAL LARNED, KS

Technical Support Technician II
 Answer incoming calls from company’s users with computer and phone issues
 Answer emails from company’s users with computer and phone issues
 Setup new employee Network (Active Directory, Console One) and Plexus accounts
 Scheduled on call for the evenings and weekends
 Used Remote Assistance to help user’s with hardware and software issues
 Troubleshoot Plexus applications issues
 Fixed Microsoft Office Professional application issues
 Tested new images for computers (OS – Windows 3.1 thru Windows 10 and Apple OS)
 Timekeeper (Clock-in and out)
 Train new employees:
– Logging into the computer
– Changing passwords the correct way
– MS Outlook 2007
– My Computer desktop icon – Network drives
– Intranet (Campus use only Home Web Page)
– Plexus System (Patient Information Module, Plexus Employee)
– Key Machine – Getting keys for the unit
– Locking workstations
 Troubleshoot state issued cell phones (Blackberry, iPhone)
 Helped Management users remote into office computers from Laptops and iPads
 Update Network and Plexus accounts with position changes.
 Created How to: document instructions
 Served on Larned State Hospital Committees:
– Employee Recognition Committee
– Wellness Committee
– Job Fair Committee
 Setup Video Conferences (Webinars, TVC)
 Setup Laptops and Projections for presentations
 On-Call Support

INFORMATION TECHNOLOGY – STOREKEEPER 2004
Larned State Hospital Larned, KS

Storekeeper
 Performed inventory duties on a Tablet PC
 Installed Microsoft Office 97 on Tablet PC
 Installed Bar Code software on Tablet PC
 Inventoried all the old computer equipment to clear Canteen basement
 Sorted through the computer equipment that will be auctioned
 Switched out old computers with a new one and restored user specific information
 Re-labeled computer equipment with a new bar-code.
 Scanned new bar codes into an Access database that was created for inventory
 Tested new equipment that has been ordered
 Read the manual and familiarized myself with the digital video cameras
 Configured and updated address book on TVC equipment
 Remoted in to nursing station computers and ran updates
 Software:
– Novel Client
– WordPerfect Office 2002
– Plexus system
– GroupWise

CUSTOMER SERVICE TECHNICIAN 2005
N.E.W Customer Services Company, LLC Hays, KS

Customer Service Technician
 Answered incoming calls from customers that purchased DirectTV systems
 Help customers setup their DirectTV equipment
 Help customers with configuring DirectTV services
 Help customers pay their bill for their DirectTV accounts
 Troubleshoot DirectTV issues customers may have been experiencing
 Add/remove DirectTV packages to customers’ accounts

HELP DESK TECHNICIAN 2003-2004
HNTB Corporation Kansas City, MO

Help Desk Technician
 Received incoming calls from the company’s users with computer issues
 Answered emails from the company’s users with computer issues
 Set-up and deleted employee Network (Netware Administrator) and Email (Outlook) accounts
 Reset password for applications (Oracle, Timecard software, FTP)
 Re-imaged machines
 Typed up documentation on common issues
 Scheduled for on-call time every fifth week in the evenings
 Configured and setup computers in the HNTB building
 Released emails that were blocked by our Network filters by using the Microsoft Management Console
 Troubleshot issues with Windows NT and XP
 Used Remote Assistant many times to fix a user’s issue
 Fixed issues with Microsoft Office XP applications
 Tested and worked with Microsoft Office 2003

PHLEBOTOMIST/MEDICAL LAB AIDE 2002-2003
Rush County Memorial Hospital La Crosse, KS

Phlebotomist/Medical Lab Aide
 Drew blood from in-patients, outpatients, ER, Long Term Care, and nursing home patients
 Worked with the following machines:
– Chemistry – Vitros 250
– Coag – a – mate
– Cell – Dyn 1700
– Triage
 Answered phones and did the paper work
 Prepared specimens that needed to be ran into Hays to Central Plains Laboratory for testing
 On Call – weekends

SPECIMEN PROCESSING/MEDICAL LAB TECH AIDE 2002-2003
Central Plains Laboratory Hays, KS

Specimen Processing/Medical Lab Aide
 Unload routes that come in from other hospitals
 Log in specimens in a bar code system
 Labeled specimens with a bar code
 Placed specimens in racks to go to the right department for testing
 Received specimens through the hospital’s tubal system to log into the computer system
 Tested hospital specimens that were stat
 Conducted Urine Analysis/Serology test
 Set-up bacteria plates for Micro Technicians
 Performed microscopic work on Urine
 Drew nursing home patient’s blood
 Vitek setup for sensitivities

CUSTOMER SUPPORT TECHNICIAN/TECHNOLOGY TRAINER/SUPERVISOR 1996-2001
Sykes Enterprises Incorporated Hays, KS

Customer Support Technician
 General technical support
 Pre-installed software (Quicken, Corel Suite 8, Outlook, Internet Explorer)
 Supported 3rd Party software and hardware (printers, scanners, zip drives, etc..)
 Performed backup duties for help desk personnel
 Researched computer issues and conflicts
 Handled hot calls
 Ordered parts for onsite visits (gold desk)
Roving help desk
 Walked the aisles to help technicians with their calls
Computer Lab Assistant
 Kept the computer lab clean
 Made sure all computers were running properly
 Replaced hardware parts
 Reinstalled software
 Trained technicians for 3rd party software and hardware installations
 Answered technical questions for technicians
 Assisted technicians learning how to troubleshoot
Technology Trainer
 Trained new hires
– Customer service
– Basic computer uses
– Account specific resources
– Phones uses and technique
– Basic software and hardware installations
– New hardware and software products
– Help write new training documentation

Team Manager (Supervisor)
 Supervised 30 plus technicians
 Entered daily technician performance data for clients
 Payroll
 Conducted meetings with other supervisors
 Presentations to clients (technician stats, call volume)
 Discipline
 Conducted one on one meetings with technicians
 Tracked call volume
 Monitor technician’s calls
 Tracked Attendance and Lunch/Break Policy
 Worked job fairs
 Participated in the interview process and sat on the interview committee
 Took on last minute job duties
Scheduling Team Manager (Supervisor)
 Graphed weekly forecast on call volume
 Scheduled 200-400 technicians based on call volume
 Approved or denied days off that were requested by technicians
 Watched for declines or spikes in call volume for last minute schedule changes
Software programs
 Windows 3.1, 95, NT, 98, 2000, and XP
 Microsoft Office Professional (Word, Excel, Outlook, PowerPoint and Access)
 Networking Programs (NetWare Client)
 Internet Programs for Web Design (FrontPage)

Skills

  • Experience will note my Skills and Knowledge with IT Support.

Spoken Languages

    English

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