Professional Experience CE Sanford Health Hospital PROFESSIONAL EXPERIENCE Sanford Health Hospital Fargo, ND Help Desk 2017 – Present Maintaining and su

Professional Experience CE Sanford Health Hospital 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