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Competencies
Demonstrated experience with Windows 10/11.
Demonstrated experience with macOS.
Demonstrated experience with Linux (Ubuntu).
Demonstrated experience with Microsoft 365.
Demonstrated experience with Office 365.
Education
Summary
Professional profile
Experience
Ecommerce IT Support Specialist
Deliver Tier 1/2 technical and application support across multiple departments, troubleshooting Windows endpoints, software, hardware, applications, and network issues while maintaining a 90%+ first-contact resolution rate.. Diagnose and resolve software and endpoint issues through phone, email, ticketing, and remote-support channels while providing clear troubleshooting guidance to users.. Manage incidents and service requests through ServiceNow, documenting symptoms, troubleshooting steps, resolutions, customer communications, and escalations through closure.. Administer Active Directory accounts including provisioning, deprovisioning, group policy management, password resets, and enterprise user access support.. Support endpoint deployment, imaging, software distribution, and asset management using SCCM across hundreds of endpoints.. Reduced average ticket response time by 30% through priority-based triage and automation for recurring support issues.
IT Support Specialist
Provided technical support for Windows workstations, hardware, software, network connectivity, POS systems, printers, IP phones, and specialized business applications.. Diagnosed and resolved technical issues in a 24/7 operational environment while maintaining accurate documentation and professional user communication.. Coordinated preventive maintenance for workstations, servers, and hospitality systems.. Developed and maintained standard operating procedures and technical documentation for consistent troubleshooting and support delivery.. Maintained 99% accuracy in system data entry and asset tracking.. Supervised IT operators by coordinating workloads, delegating tasks, and providing coaching during peak operational periods.
Epic ATE Application Support Specialist
Provided Tier 1/2 application support for Epic ATE incidents, investigating reported issues, troubleshooting workflows, documenting resolutions, and escalating complex problems appropriately.. Analyzed support-ticket data to identify recurring application issues and develop proactive resolution strategies.. Coordinated with Epic implementation and clinical informatics teams on upgrades, patches, and configuration changes with minimal user impact.. Maintained a comprehensive technical knowledge base documenting incidents, resolutions, and escalation paths.. Developed training materials and conducted instructor-led sessions for clinical end users on Epic workflows and system updates.. Facilitated user feedback and usability testing to identify application and workflow improvements.