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Professional Experience CE Sanford Health Hospital

Question Description

PROFESSIONAL EXPERIENCE

Sanford Health Hospital Fargo, ND

Help Desk 2017 – Present

Maintaining and supporting systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets. Ensure system security for desktop, mobile and cloud environments.

Duties:

  • Responding to queries via chat, email, or phone
  • Organize Cyber Security-mandated system upgrades/patches and performed modifications to computers to ensure systems were protected against known exploits.
  • Implement system install and migration strategies.
  • Training other staff members on troubleshooting and diagnosing problems
  • Writing, editing, and revising training manuals for new and updated software and hardware
  • Providing technical assistance for questions and problems
  • Resolving problems with networks and other computer systems
  • Diagnosing system errors and other issues
  • Following up with customers to ensure full resolution of issues
  • Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
  • Running reports to analyze common complaints and problems
  • Installing or changing software to fix issues
  • Remotely accessing hardware or software for clients to make changes and fix problems

Washington Hospital Center Washington, D.C.

Help Desk 2009 – 2017

  • Provided organizational leadership in using MailChimp, which was instrumental in sharing emails with customers as well as advertising – creating effective and fantastic campaigns through MailChimp.
  • Installed hardware and software – maintaining hardware peripherals through configuring of software.
  • Monitored help desk system for incoming requests and resolve or escalate accordingly
  • Troubleshoot desktop, laptop, printer, hardware, software and other peripheral device issues
  • Fully documented all steps and communication for each issue
  • Document processes and procedures Diagnose hardware, software and network problems remotely.
  • Install, configure and support PC workstations, thin client workstations, printers, scanners and multi-function devices
  • Educate users related to hardware, software, systems and processes.
  • Track prioritize and document requests using a Support Desk ticket system.
  • Perform on site hardware, software and infrastructure assessments and support.

EDUCATION

2017-2018

Cyber Security

American Public University

GPA: 3.66

2004-2007

Northern Polytechnic – Makeni Teacher’s College Freetown, Sierra Leone

Teachers Certificate

GPA: 3.5

CERTIFICATIONS

Computer Software, Engineering, and Programming

AFFILIATIONS

National Cyber League, Order of the Sword, and Shield National Honor Society

References Available Upon Request

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