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Customer IT Support Analyst Resume Format in Word Free Download

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Maya Henry
Prattville, AL 36001.  (256) 520-9876. E-mail: maya@gmail.com
  


PROFESSIONAL EXPERIENCE

Customer IT Support Analyst, - Lockheed Martin, Fairfax VA, Aug 2010 – Present (Tele-commute)
  • Provides skilled remote IT help desk support to the US Senate, House of Representatives, several federal, states and local governments customers.
  • Provide technical support for Lockheed Martin's proprietary software (IQ), and a variety of technologies such as Microsoft Office 2007, Internet Explorer or other browser configuration, Oracle and report writers.
  • Provide technical support for Microsoft Operating systems, Windows XP, Vista, Server 2003
  • Managed user accounts and access privileges to Active Directory, Exchange, and IQ.
  • Support customer remotely using Remote Desktop or other remote software support tools.
  • Interface with technical and non-technical users to analyze and solve complex software problems.
  • Document and track all customer contact in ITSM ticket tracking software.

Sr. Help Desk Analyst, - EMCO, Technologies, Madison AL, Aug 2004 – Aug 2010
  • Provides remote support to the NASA sites for Windows 7/XP and Macintosh OS (limited) systems.
  • Manage Active Directory and Exchange account. Perform password resets, and unlocks.
  • Provide application support for Office 2007 suite, Entourage, Internet Explorer, Firefox, WebEx, Entrust/PKI, Cisco VPN, Cisco Endpoint Encryption, RSA Access Manager/SecureID, Desktop eForms and other commonly used applications.
  • Assist customers remotely using Timbuktu Pro to access and resolve various software issues.
  • Answers and logs (Using Remedy) request received by phone or e-mail in a timely manner.

System Specialist II, - KT Consulting, Inc., Ft. Campbell KY, Jan 2003 - Aug 2004
  • Managed the overall maintenance of Medical Healthcare System (MHS) hosted on a DEC Alpha 4100 mainframe system and running on the OpenVMS Operating System.
  • Managed the overall maintenance of Windows 2000 servers.
  • Assisted daily in troubleshooting LAN/WAN network communications, operations, hardware, and application software.
  • Performed daily system security, analysis, integration, and overall support of new interfaces and products. Monitored overall system performance daily.
  • Loaded new software releases, quick fixes, and maintenance updates as they become available.
  • Managed and troubleshoot the Electronic Files Transfer System (ETUs) and other CHCS data interfaces.
  • Performed system backup procedures daily and resolve all backup issues.
  • Researched and resolved all patient care area functional problems and various database issues.
  • Provided desktop support for Windows 2000/XP workstations, VT, Laser and Dot Matrix printers.
  • Responded expeditiously and efficiently to CHCS equipment repair requirements.
  • Maintained inventory system.
  • Acted as the Alternate Site Manager during the Site Manager's absence.

Insurance Collector, - Baptist Hospital, Montgomery, Alabama US, Sep 2002 – Nov 2002
  • Coordinates all collection aspects of patient accounts relating to outpatient claims, correspondence and other functions related to their accounts.
  • Reviews outstanding accounts determining patients' responsibility, insurance responsibility and necessary adjustments.
  • Coordinate with insurance companies, third party payors, or guarantors for payment arrangements or status of payment.
  • Receives, reviews, and responds to all incoming correspondence on outstanding accounts.
  • Interprets, explains, and follows up with patients and/or their guarantor regarding charges, payments and hospital policy on patient accounts.


Health Service Specialist, - 89th Medical Group, Andrews AFB MD, Sep 2000 - Jul 2002
  • Managed and supervised a staff of 7 administrative Clerks in a 56 doctor residency program.
  • Managed the clinic appointment scheduling desk and the assisted in the management of the medical records department.  
  • Designed, collected and analyzed provider workload data to measure productivity trends, using Microsoft Excel spreadsheets and Access databases.
  • Managed the assignment of patient to doctors
  • Provided data and developed possible solutions; assisting executive staff when needed to facilitate implementation of solutions.
  • Designed and implemented local ICD-9 and CPT checklist.
  • Managed and coordinated spending of an annual non-medical budget of $120000.00.
  • Provided guidance for non-clinical inspections and quality check, ensuring compliance with established civil, federal, and military healthcare and safety standards..
  • Addressed patient/provider concerns as Customer Service Advocate.
  • Maintained computer equipment inventories, and provided limited desktop support.

ER Patient Registrar, - HolyCross Hospital, Silver Spring MD, Dec 2001 - Jul 2002 (Part Time)
  • Obtained and verified patient demographic and insurance information in the HBOC (Clinstar) system.
  • Performed admission to OB, sleep clinic, various inpatient area of care.
  • Ordered various test as indicated by the physician.
  • Provided outstanding customer service, while ensuring the safe keeping of patient information.

Network Support Tech, - 42nd Medical Group, Maxwell AFB AL, Feb 1996 - Aug 2000
  •  Installed and maintained Windows client/server machines.
  •  Managed user’s Microsoft Exchange and Active directory domain accounts
  •  Perform Administrator duties on SCO Unix servers for Ambulatory Data Systems (ADS).
  • Implemented Anti-virus solution by using login scripts to update definition file to all PCs on network.
  • Troubleshoot and resolved connection issues within local network caused by TCP/IP, IP conflicts, telnet, or faulty infrastructure hardware.
  • Managed user accounts and access privileges to a Health Care Database (CHCS) product hosted on a Digital Mainframe.
  • Maintained and supported the 200+ terminals used to access the data.
  • Implemented helpdesk solution and software inventory using Blue Ocean Track-It software.
  • Planned and executed the configuration and deployment of new computers systems.
  • Contributed to the initial setup and continued maintenance of organizational public web sites and Intranet
  • Trained users in the use of numerous software products, PCs, terminals, printers, and scanners.
  • Dental Data Software (DDS), and Expense Assignment Systems 3 & 4 (EAS) administrator.
  • Ensure Hospital’s computers are all Y2K compliant. 

Health Service Technician, - 42nd Medical Group, Maxwell AFB AL, Sep 1991 - Jan 1996
  • Provided administrative support to senior leadership.
  • Managed the Medical Groups Awards and Decoration Program.
  • Provided guidance for the review, coordination, and editing of Medical Operating Publications.
  • Updated personnel/duty status data and maintains unit personnel files.
  • File and Records Manager; installed, managed, and trained users on the use of the Records and Information Management System (RIMS).
  • Managed mail distribution center for the hospital. Forms and Publications Clerk, maintained the electronic - forms and publication database. Managed annual printing budget of over $48,000.00.
  • Freedom of Information Act Manager.
  • Provided administrative support for hospital Blood Donor Center. 

EDUCATION

Certificate in Health Service Management, Community College of the Air Force, (Graduate: January 92)

Operating Systems
Windows /2000/XP/Vista/7          Windows Server                         Mac OS9/X
Linux                                        UNIX                                                     VMS (minimum)

Software
Active Directory                         Microsoft (MS) Word 2003/2007              MS Excel 2003/2007
MS Access 2003/2007               MS PowerPoint 2003/2007                      MS Outlook
Entourage                                 Entrust/PKI       Ghost                           MS Internet Explorer
Firefox                                      Anti-Virus Applications                           Cisco Endpoint Encryption
Adobe Pro                                 RSA Access Manager/SecureID              Smart Term Emulator     MS Visual Basic 6.0                              MS Visual C++ 6.0                                Entevo Exchange Manager
Lap Link                                    Remedy                                                Track-It Helpdesk Solution

Hardware
Laptop PCs                               Desktop PCs                                         Printer
Servers                                     PDA                                                     Scanners
Memory                                    Network Interface cards                          Video Boards
Monitors                                    CD-ROM/CDRW                                    Math Processors
Motherboards                            Backup Devices                                     Modems
Digital Cameras                         Handheld Devices                                  Video Conferencing Equipment
Terminals                                  10BaseT cable/RJ45 connectors CAC/Smart Cards

Networking
TCP/IP                                      DNS                                                     DHCP
Wireless (802.11)                       Ethernet                                                Trace Route
Routers                                     Switches                                               Hubs

Programming
C/C+                                         Visual Basic                                          HTML
CSS                                         PHP                                                     Windows Scripting

Databases
Oracle



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