Susie B. Beasley
Alpharetta
Summary
Competent Helpdesk Analyst IT Service Technician with 5+years of high-quality technical service experience in a large corporate environment for internal and external clients ranging from executives to end-users. Looking to provide exceptional customer service troubleshooting and repairing a full range of desktop, laptops, multifunction printers, Microsoft Office products Outlook Mobile Solutions on Mobile Devices and Remote Support (Citrix, VMware Horizon Client, Cisco Any Connect,)Tools.Technologies such as Azure
Overview
17
17
years of professional experience
Work History
IS Service Technician
Piedmont HealthCare
08.2021 - Current
- 1st point of contact with end users/employees, vendors, Hospital Personnel, Executives of the organization
- Supported the end user(s) during the Migration of (3) new hospitals on their Go Live Dates @ the IS Service Helpdesk
- Supported the Epic Integration go live date for the New Hospitals @ the IS Service Helpdesk
- Attempt to resolve all incoming support requests via incoming call(s) to the IS Service center to accomplish business tasks
- Record, track and document the help desk request problem-solving process, including all successful and unsuccessful actions taking to final resolution
- Escalate incidents to the next level to remain compliant with company's standards and procedures when issues are not resolved on first call resolution
- Manage an average of 40 customer calls per day
- Utilization of the Knowledge base to aid in troubleshooting
- Responsible for diagnosing hardware, software, Network, Network password reset(s), Remote VPN user(s)- Citrix, VMWare Horizon Client, EPIC
Help Desk Analyst
Adapt Health
04.2021 - 07.2021
- Delegated task to Triage IT incident tickets elated to; hardware, software email) etc to Support Teams
- Dispatched 300- 400 tickets daily via the dispatch queue
- Remote Position (Hybrid) position 100%)
- Fresh Service Ticketing system
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
Helpdesk Analyst
Ciox Health
11.2019 - 10.2020
- 1st point of contact to CIOX Health employees, Organization Personnel (Partners, Operation Managers, RMO, Field Support, Transformation Managers
- Documented support interactions for future reference using the Jira Ticketing System
- Diagnosed Hardware & Software, VDI/ VMWare, Citrix, Remote VPN, HealthSource issue(s) after the Migration was fully completed
- Contributed to team goals 25+ calls handled daily
War Room Analyst Application Support
Ciox Health
06.2018 - 11.2019
- Acted as the 1st point of contact to CIOX Health employees, Partners, Operations Managers, RMO, field support, Transformation Managers regarding Migration from old ROI (Release of Information) legacy systems (ESL & Prism) to new HealthSource software platform in War Room
- Supported New Users & New Sites on 2 week intervals when the transition to HealthSource on Go Live Dates
- Handled workflow issues with users related to eRequests that were stuck in various stages (; Fulfillment Transmission, Transmission errors, Page Miscount, Scanners, printing, Browser issues, HealthSource performance issues/ Latency, HealthSource Site Access & User Provisioning for HealthSoource
- Performed Software installation & Upgrades
Technology Specialist
Parallon Business Solutions
12.2017 - 04.2018
- Delivered quality Helpdesk support to Parallon Business Solution employees (local & remote) by providing single point of contact to report IT issues or requests regarding Patient Account Services for Hardware & Software issues
- Applied PC computer imaging for(Windows 7 & 10 OS) for PCs being replaced, setup PCs for New Hire employees ,Installed Basic proprietary software, specialized software pushed from SCCM VPN software installed and tested
- Shipped computer equipment including PCs & peripherals (including webcam, Headsets, Battery Backup, Mice & Keyboards for remote user-shipped thru FedEx
- Adhered to IT industry best practices and regulatory standards when completing Hardware and Software tasks
Global Service Desk Analyst
Hexaware Technologies
04.2015 - 12.2017
- Processed HR personnel requests for Jeppesen/Boeing employees ie; New Hire, contractor extension, contractor conversion, Terminations ,Begin LOA, Return LOA, Digital Aviation requests for Remote access and escalate tasks to various group(s) (site engineers for initial computer setup, software, Active Directory, Email account, Software license ,termination, phone account, Badge, VPN Access Mobile Devices, Airwatch & Oracle)
- 1st point of contact to the Jeppesen/Boeing employees (Aerospace) company to provide support for internal computer issues (Hardware & Software, browser issues, Laptops, Mobile devices, Remote VPN/ Outlook)
- Kicked off nightly and weekend IBM production jobs via Jeppesen Server (Mainframe Master Console) Network via tn3270 client to ensure prior RCS (Revision Control System) jobs were finished running
- Monitored console for possibly job failure alerts
- Notified appropriate support group(s) when applicable
- Passed down log created
- Contributed to team's goal 30+ calls daily and consistently met high service standards
Dealer Technical Support
Hughes Telematics (Verizon Company)
10.2012 - 04.2014
- Supported Mercedes Benz Service Technicians & Sales advisors at the Dealerships throughout the US with the (registration of MBRACE subscription, Activation & Programming the GPS Programming & activation of the GPS (Global Positioning Device) installed in various Mercedes Benz vehicles by for various Voice & Date communication by assigning Mobile Directory Numbers (MDNs) housed on Verizon Wireless Network using the Technician computer and technician portals to configure/test device functionality as designed
- Contributed to team's goal of 25 calls per day
Hotel Systems Support Analyst
IHG-Intercontinental Hotels Group(Primus Staffing)
01.2011 - 06.2012
- Used remote access software (Bomgar) for connectivity purposes
- Collaborated with Vendors to order replacement equipment out of warranty
- Supported IHG brand hotel employees & executives via Telephone, emails & Remote Desktop assistance in a 24X7 environment
- Responsible for Hotel(s) LAN/WAN network to troubleshoot network connectivity,installing and testing hardware and software,set up replacement workstations configuring systems,escalated/dispatched to Vendors (IBM) for major system errors to ensure service level agreements
- Diagnosed & troubleshooting issues related to Holidex- Reservation software on the Hotel(s) LAN & the Opera property management system under the IHG umbrella
- Contributed to team goals 25 calls handled per day
Open Development Technical Support Coordinator
Verizon Wireless
05.2010 - 08.2010
- Performed 2nd quarter remote testing using commands to ensure 800 toll free number(s) used for initial programming, location based services (dedicated support/emergency services)were activated and worked effectively via (Nortel & Lucent) switches housed on Verizon Wireless network
IT Technology Access Management Reset Helpdesk
AT&T
09.2007 - 09.2009
- Provided 100% support for end users: AT&T employees, Contractors/Consultants
- Retail Authorized Dealers, Indirect Retail Agents (POS), 3rd party vendors AT&T (call centers), RAE-Regional Account Executives & its affiliates conducting business while protecting information/ assets from authorized access using appropriate verification application procedures when AT&T software application password reset(s) & account support for specific AT&T software application services were performed
- Contributed to 60-80 calls per day in high volume call center environment by adhering to (95%CSRU) utilization to contribute to Service Level Agreement
Education
Associate of Arts - Computer Networking
Robert Morris University
Chicago, IL01.2000
Skills
- Active Directory
- Windows OS
- Microsoft Office (365)
- Networking (TCP/IP)
- Hardware and Software Computer issue(s)
- Mobile Devices
- Workspace One Intelligent Hub/Boxer
- Relationship development
- Oral & Written Communication
- VDI/VMWare
- Citrix
- Remote VPN
- Computer Skills
Timeline
IS Service Technician
Piedmont HealthCare
08.2021 - Current
Help Desk Analyst
Adapt Health
04.2021 - 07.2021
Helpdesk Analyst
Ciox Health
11.2019 - 10.2020
War Room Analyst Application Support
Ciox Health
06.2018 - 11.2019
Technology Specialist
Parallon Business Solutions
12.2017 - 04.2018
Global Service Desk Analyst
Hexaware Technologies
04.2015 - 12.2017
Dealer Technical Support
Hughes Telematics (Verizon Company)
10.2012 - 04.2014
Hotel Systems Support Analyst
IHG-Intercontinental Hotels Group(Primus Staffing)
01.2011 - 06.2012
Open Development Technical Support Coordinator
Verizon Wireless
05.2010 - 08.2010
IT Technology Access Management Reset Helpdesk
AT&T
09.2007 - 09.2009
Associate of Arts - Computer Networking
Robert Morris University
Similar Profiles
Jacob DavisJacob Davis
EVS Housekeeping at Piedmont HealthcareEVS Housekeeping at Piedmont Healthcare
Briyanna CarrollBriyanna Carroll
Pre Service Indexer/Pt. Connections (REMOTE) at Piedmont HealthCarePre Service Indexer/Pt. Connections (REMOTE) at Piedmont HealthCare
Misty BainMisty Bain
RN Case Manager at Piedmont HealthcareRN Case Manager at Piedmont Healthcare