Greater Boston
As a Senior Technical Support Specialist at Optum, my focus is on delivering exceptional IT Support. With over a decade of experience in technical support roles, I have consistently contributed to ensuring operational stability and user productivity through effective troubleshooting and system management. My expertise encompasses Windows administration, IT hardware support, and managing enterprise-level deployments. I am passionate about collaborating with cross-functional teams to address challenges and implement impactful IT solutions.
*Employees transitioned to Optum - DEC 2025* • Provided frontline desktop support ensuring high system uptime and provider productivity. • Installed, configured, and maintained Windows-based desktops, laptops, printers, and peripheral devices using enterprise management tools. • Diagnosed and resolved hardware, software, and network connectivity issues at Tier 2 level. • Performed system imaging, deployments, and data migrations during equipment upgrades or replacements. • Supported software rollouts, OS upgrades, conducted pilot testing and validated system performance pre-deployment. • Collaborated with Application owners, Network, and Telecom teams to resolve user issues and support cross-functional IT initiatives. • Maintained asset inventory records, documented incidents, and tracked resolutions in ServiceNow. • Provided end-user training and clear communication to support non-technical staff with system changes and troubleshooting. • Participated in rotating on-call support, ensuring timely response to after-hours technical issues. • Assisted with project work related to site opens and decoms.
• Provided IT support, troubleshooting, and maintenance for Windows 10 systems, including rebuilds, deployments, and WSUS management. • Managed user accounts for Active Directory, Office 365 mailboxes, and network shares. • Handled vendor management for cellular devices, printers, VOIP, and WAN. • Conducted network troubleshooting and terminations. • Created necessary documentation for each technology for team use.
• Led a project to reimage and redeploy Windows 10 laptops, facilitating the transition from the previous helpdesk vendor to Highpoint Solutions and Office 365. • Conducted data backup and migration using USMT for newly imaged machines. • Installed and managed licensed software not previously handled by the IT department. • Coordinated warranty support for assets not meeting standards.
• Provided hardware and software support to end-users in the greater Boston area, utilizing ServiceNow. • Owned and managed several standard operating procedures and services for clients. • Provided hands-on support for the data center. • Offered server and basic network support to other client sites in Boston.
• Developed a remote/depot PC support model for remote sites and employees across the United States and Canada. • Created processes for depot support based on sales force requirements. • Supported client machines running Windows XP through 7, utilizing various management tools. • Managed and tracked machines using Microsoft Systems Management Server (SMS), Novell Zenworks Asset Management, Windows Management Instrumentation Console (WMIC), psexec, and Bomgar Remote Support Software. • As Team Lead, resolved team issues, managed escalations, and ensured SLA compliance. • Maintained records of PC stock and IT equipment recycling, generating asset reports.