Elvis Sosa

• Respond to support requests from end-users, and patiently walk individuals through basic troubleshooting tasks.
• Installed, configured, and maintained computer systems and network connections.
• Install and maintain local area network hardware, software, and telecommunications services, such as personal computers, system software, software applications, scanners, and printers.
• Provide training for, and enforce, IT policies, procedures, and best practices.
• Educate users on software and equipment usage.
• Support the office telecommunications system, including new user setup and training.
• Respond to the needs and questions of network users.
• Provide Level 1 network support; create support tickets in the IT ticket system, "TrackIT," for support requests.
• Support mobile phone devices.
• Collect physical inventory of all computer equipment, and log in to the tracking system.
• Escalate IT issues to the IT Help Desk Tier 2, and IT Management, as appropriate.
• Assist with special projects, as they relate to system software, including software testing and report reconciliations.
• Maintain printer and print supply inventory.
• Assist senior managers of technology with special projects.
• Assist users with electronic needs for meetings (projector, video conference, etc.).
• Assist with projects and other duties as deemed necessary by the Senior Manager of Technology.

Tasks and Responsibilities.

• Addressed user, customer service concerns, and decided when to escalate problems to specialist team members.
• Managed over 20 customer calls per day.
• Configured and tested new software and hardware.
• Researched and identified solutions to technical problems.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Provided IT services and solutions to hospitals, academic medical centers, health systems, critical access hospitals, and ambulatory physician practices.
• Created user accounts and assigned permissions.
• Managed services assisted with routine IT needs, such as service desk, patient portal support, EHR application support, desktop/server/network management, and IT security.
• Installed, configured, and maintained computer systems and network connections.
• Installed and configured operating systems and applications.
• Engaged in user support interactions via telephone, chat, and email platforms.
• Configured hardware, devices, and software to set up workstations for employees.
• Attended weekly team meetings to enhance product and service knowledge, and gain insight into beneficial issue resolution strategies.
• Monitored system performance to identify potential issues.
• Entered service tickets into the incident tracking system to facilitate faster problem identification and resolution.
• Diagnosed and troubleshot hardware, software, and network issues.
• Follow up and make scheduled callbacks to customers where necessary.

Tasks and Responsibilities

• Computer Maintenance
• Additional Duties and Responsibilities
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
• Prepared agendas and took notes at meetings to archive proceedings.
• Inventoried and ordered office supplies to maintain availability of products.
• IT Support relating to technical issues involving Microsoft's core business applications and operating systems.
• IT Support relating to phone systems, computers, printers, and copiers.
• Basic technical knowledge at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Basic remote access solution implementation and support.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Clearly communicate status on problems as well as resolution.
• Maintain high customer satisfaction.
• Vendor management and relations.
• Manage IT Projects in a fast-paced environment.

Computer Maintenance

• Network scanning/printers.
• Desktop application and operating system knowledge.
• User management in Microsoft Active Directory and Exchange.

Additional Duties and Responsibilities

• Improve customer service, perception, and satisfaction.
• Fast turnaround of customer requests.
• Worked with the Service Desk Dispatcher to ensure requests are routed to the proper resource to be resolved quickly and efficiently.
• Escalated service requests that required engineer level support.
• Responsible for coordinating equipment purchases.
• Prepare documentation and user guides.
• User training on Microsoft products, phone system, software, and computer usage.