Amy Keays
Medway,MA
Summary
Dynamic Information Technology Specialist with a proven track record at Milford Regional Medical Center, excelling in IT troubleshooting and end-user support. Enhanced operational efficiency through effective problem-solving and streamlined processes, achieving high user satisfaction. Skilled in network administration and committed to continuous improvement, fostering collaboration across teams to drive successful IT solutions.
Overview
15
15
years of professional experience
Work History
Information Technology Specialist
Milford Regional Medical Center
04.2018 - Current
- Assisted in troubleshooting hardware and software issues to enhance operational efficiency.
- Supported IT team with system updates and maintenance tasks, ensuring minimal downtime.
- Documented technical processes and procedures for knowledge sharing among team members.
- Collaborated with colleagues to resolve user inquiries and improve customer service experience.
- Participated in training sessions to develop skills in various IT tools and applications.
- Monitored system performance metrics, identifying areas for potential improvements.
- Engaged in problem-solving activities, adapting quickly to new technologies and processes.
- Troubleshot complex hardware and software issues for swift resolution, minimizing downtime for affected users.
- Streamlined IT processes for increased efficiency through the development of automated solutions.
- Used ticketing systems to manage and process support actions and requests.
- Trained end-users on new software applications, increasing productivity across departments.
- Managed helpdesk operations, prioritizing tasks according to urgency and impact on overall business functions.
- Provided top-notch technical support for all employees, resolving issues quickly and efficiently.
- Evaluated emerging technologies for potential inclusion in organizational IT strategy, staying current with industry trends and best practices.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured network printers and other peripheral devices.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
Information Technology Support Specialist
Kanguru Solutions
07.2015 - 04.2018
- Provided technical support for hardware and software issues, ensuring timely resolution of user inquiries.
- Diagnosed and resolved network connectivity problems, enhancing system performance and reliability.
- Documented troubleshooting procedures and solutions to improve knowledge base for team reference.
- Trained staff on new technologies and software applications, improving overall team efficiency.
- Collaborated with cross-functional teams to implement IT solutions aligned with business objectives.
- Maintained high availability of mission-critical systems by proactively identifying potential bottlenecks or weaknesses in the existing infrastructure.
- Boosted productivity through training end-users on the proper use of various applications and tools.
- Managed vendor relationships to ensure reliable service delivery while maintaining cost efficiency.
- Collaborated closely with cross-functional teams to address technology-related challenges impacting other departments within the organization effectively.
- Increased user satisfaction by implementing new processes for IT ticket tracking and resolution.
- Demonstrated versatility through supporting various hardware devices, software applications, and operating systems in a rapidly changing IT environment.
- Facilitated seamless integration of new technologies into the existing infrastructure through thorough research, testing, and implementation planning.
- Streamlined operations with effective management of software licenses, user accounts, and access control.
- Provided essential support during major technology rollouts, ensuring smooth transitions with minimal disruption to endusers.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Help Desk Support Specialist
CVS Caremark
10.2010 - 01.2014
- Provided technical support for hardware and software issues, ensuring timely resolution of client inquiries.
- Documented troubleshooting processes and solutions to enhance knowledge base for future reference.
- Assisted in implementing ITIL best practices, improving service delivery and customer satisfaction.
- Trained new team members on help desk protocols and systems, fostering a collaborative work environment.
- Analyzed recurring technical issues to identify trends, facilitating proactive system improvements.
- Collaborated with cross-functional teams to streamline incident management and reduce response times.
- Managed ticketing system to prioritize support requests, enhancing workflow efficiency and user experience.
- Achieved high first-contact resolution rates by utilizing strong technical knowledge and problem-solving skills.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Ensured compliance with company policies regarding data security during interactions with customers.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Maintained detailed records of all interactions with clients, including steps taken towards resolution, improving future support efforts.
- Demonstrated flexibility in adapting to changing priorities or new procedures within the organization.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
- Coordinated closely with other departments for cross-functional issue resolution when necessary.
- Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
- Stayed current on emerging technologies, trends, and industry best practices to enhance personal expertise and provide better support services.
- Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
- Streamlined help desk operations for increased efficiency and improved response times.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
- Responded to inquiries by phone, email and walk-up requests.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Optimized system operation and resource utilization to streamline workflows and processes.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Helped streamline repair processes and update procedures for support action consistency.
Education
Bachelor of Science - Computer And Information Systems Security
ITT Technical Institute
Norwood, MA05-2012
Associate of Applied Science - Networking
ITT Technical Institute
Norwood, MA01-2008
Skills
- IT troubleshooting
- Problem-solving skills
- Information security
- End user support
- IT risk management
- Network administration
- Device configuration
- Excellent interpersonal skills
- Software development
- Software updates
- Mobile application development
- Advanced computer proficiency
- Hardware installations
- Document management
- IT asset management
- Operations management
- IT compliance
- Confidential data management
- Presentations
- Cybersecurity expertise
- Project coordination
- Security oversight
- Root-cause analysis
- Security protocols
- Project management
- LAN protocols
- Machine learning
- Task prioritization
- Company policy adherence
- Document review
- Change request processing
- Process improvement implementation
- Network infrastructure updates
- IT service management
- Hardware upgrades
- Technical support
- Software installation
- Customer service
- Issue troubleshooting
- Application support
- Desktop support
- Technical troubleshooting
- User support
- Hardware diagnostics
- LAN/WAN
- Remote support
- Microsoft outlook
- Staff education and training
- Service support
- Technical issues analysis
- Performance testing
- Customer service expert
- Call center operations
- Complaint resolution
Timeline
Information Technology Specialist
Milford Regional Medical Center
04.2018 - Current
Information Technology Support Specialist
Kanguru Solutions
07.2015 - 04.2018
Help Desk Support Specialist
CVS Caremark
10.2010 - 01.2014
Bachelor of Science - Computer And Information Systems Security
ITT Technical Institute
Associate of Applied Science - Networking
ITT Technical Institute
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