Springfield, Massachusetts Metropolitan Area
Experienced IT professional with a demonstrated history of working in the IT medical industry. Skilled in IT Troubleshooting, Technical Support, Customer Service, Customer Relationship Management (CRM), and Public Speaking.
Founder of IT start-up Simple Tech Services, which offers premium, low-cost technical support to the Western Massachusetts area. - Currently rated 5.0 on Google Reviews and 4.4 on HomeAdvisor - Worked with 150+ individuals and businesses, troubleshooting and solving software and hardware I.T. issues both remotely and in person - Assisted customers with I.T. issues via phone, email, text, and remote PC access - Developed proficiency working within Microsoft 365 and Google Workspace - Tutored older adults in subjects of technology and social media for 20+ hours - Designed 30+ templates for use with email and text message platforms - Worked with Pleasant View Senior Center in East Longmeadow to provide a free instructional presentation on smartphone usage for older adults
Worked as a Service Desk Analyst for Tufts hospitals, providing Tier 1 IT Support to Tufts Medical Center, Boston Children's Hospital, Lowell General (Main and Saints Campus), Melrose Wakefield, and Tufts Care At Home - Answered IT Service Desk calls, assisting healthcare professionals with issues regarding Epic HyperDrive, account management, and standard IT issues (faulty PC hardware, unresponsive programs, etc.) - Opened, documented, troubleshooted, and escalated over 9,500 tickets - Maintained high evaluation scores, landing among the top agents of my team - Assisted users with issues on both Windows (90%) and Mac OS (10%) platforms - Designed and implemented processes to handle recurring issues with higher efficiency, reducing call time by 60% - Designed flowcharts to assist my team in implementing processes created by myself and management - Evaluated tickets within our work queue, escalating them to the proper teams and updating notes to conform to policy standards - Demonstrated effective work practices to new hires, answering questions and building effective habits - Assisted in designing and implementing the primary workflow to remotely resolve BSOD issues following CrowdStrike outage. Provided detailed, written instructions to Service Desk Technicians, assisting in resolving issues for users in a fraction of the estimated time - Assisted over 200 users using LogMeIn remote software - Assisted and troubleshooted issues with the Microsoft 365 suite, including programs like Outlook, Word, SharePoint, Teams, and Excel - Assisted and resolved issues related to VPN connectivity and implementation - Utilized VDI environments to access secure internal network databases, such as Active Directory - Worked with other teams within the IT infrastructure to resolve issues promptly and effectively, maintaining customer satisfaction and protecting sensitive information, such as patient information
Worked as a Service Desk Analyst for Matrix Global Services, an MSP, providing Tier 1 IT Support to employees of the Metro Transit Authority - Assisted the MTA IT department in a remote work environment, handling over 660+ calls within the first 90 days - Demonstrated effective communication and handling during calls, resolving them within 7 minutes, on average - Aided in the resolution of over 525 tickets, ranging from software bugs to directory inaccuracies - Provided detailed notes on incident reports, facilitating effective communication between departments - By maintaining a good work ethic and effective incident management, was granted additional permissions and responsibilities within my first month on the contract - Worked together with my team via Microsoft Office and Teams, aiding technical and process-related issues - Gained proficiency in the ServiceNow system - Built templates, resulting in detailed, organized ticket reports that could be filled out within 30 seconds
- Managed all internet leads for Northampton Volkswagen, assisting, as necessary, in lead management for Volvo Cars Pioneer Valley, Country Hyundai, and Country Nissan - Performed over 100+ calls per day, regularly following up with clients as necessary - Followed up with every client accordingly, building relationships and demonstrating value in the vehicles offered - Maintained detailed notes on each customer, providing in-depth information for the sales team
- Sold phone plans and products for three major carriers (Sprint, AT&T, Verizon) - Engaged 800+ customers and helped them find a product that satisfied their needs - Met sales goals and expectations, helping my store maintain numbers that kept it within the top 10% of performing stores in our region - Provided detailed and accurate information on plans and demonstrated their value - Addressed 200+ customer complaints, objections, and concerns and solved them - Recorded and reported accurate accounts of daily sales - Monitored and recorded stock of phones totaling $15,000+ in value - Processed transactions for 500+ guests, dealing with cash amounts in the $500+ dollar range