Columbus, Ohio, United States
I am an experienced Help Desk Analysis Technician in the Information Technology field. I started my technology adventure when I was working at an animal hospital as a receptionist. During my time there I started taking over the repair and deployment of PC's and peripheral equipment. After I acquired enough skills I decided to make the leap in to the I.T. field. I started as a consultant working for a local bank working with a basic Windows set up. I learned the basics of networking, computer management, and Active Directory. I was given the opportunity to further my career and decided to move in to the automotive industry working in the I.T. department. Since joining I have learned many new skills that have further increased my knowledge and I wish to continue doing so. I am skilled working with the following- Windows 7&10, Active Directory, Office 365/Exchange Management, Ticketing systems, and many programs that apply to the automotive industry. Because of my experience at the animal hospital I have a natural ability to engage with clients and customers, as well as co-workers. I have also mastered the art of explaining technological information in terms that most end users can understand and follow.
During my time at Parallel Technologies I provided in-depth support in VoIP phone systems. Working remotely or directly in person with customers to support their phone system. The main skills I developed were with Shoretel/Mitel Equipment. Both with physical phones, connect desktop clients, and the main frame to control the whole operating system. I improved both my skill and knowledge with Call Flow adjustments, creating call trees, creating and adjusting auto-attendants, working with phone system scheduling, adding new users, adjusting individual and company wide settings, call recording software, switch configurations, and many more features on both the 14.2 and Connect system. I also gained skills in installing and configuring new switches and servers in to the network, including punching down analog lines with a 66 or 110 block system with Amphenol lines.
As a Help Desk Analyst with Performance Automotive, I am tasked with helping end users solve problems with both PC's and mobile devices. Recently, I have taken on the sole responsibility of managing and coordinating on-site repairs and new equipment installation for multiple locations. I am required to quickly analyze the situation and make the determination on if a PC can be repaired or replaced. I work directly with end users via email, phone, or ticketing system to resolve a wide range of technical issues. The end users I work with range from mechanical technicians to presidents and management associates of the company. I am well versed in making technical issues simple for users to understand. With my experience I have gained knowledge with the following areas- Shortel Director, Office365/Exchange Administrator, Active Directory Management, Ticketing Management Systems, Windows 7&10, iPads and iPhones, Cloud Security Management, Mobile Device Management, VPN Management, as well as many automotive related programs.
I have held a number of roles during my employment at the Hospital. I have functioned as the Hospital’s primary IT support person for hardware and software issues and concerns. Additionally, I served as a liaison between the hospital staff and the Veterinary Practice Management software company. In this role, I not only addressed concerns related to the software, I also conducted end-user training. In my present role as a part-time, front-line Client Care Representative, I am responsible for all aspects of customer satisfaction. Starting from the first phone call on a multi-line system, to taking payments and making follow up phone calls after a patient leaves. In addition to serving as front-line support, my other responsibilities include patient medical documentation, explanation of services, treatments and medications to a client, and defusing and consoling upset or distressed clients.
As an IT Consultant with Xtek, my primary objective is helping end users solve issues in as little time as possible. Using my hands on knowledge and certifications, I can quickly assess and assist in the repair or replacement of PC hardware, software, and external equipment. I enjoy learning new techniques and information to further my knowledge in the field of Information Technology. I possess a working knowledge of Windows 7, Networking basics, Active Directory, image deployment and Microsoft Office Versions 2010-2016. I am currently training to increase my knowledge of Exchange Server management, as well as Printer Server management.