Byron Calahan
Savannah,United States
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
10
10
years of professional experience
Work History
Senior Technical Support Analyst
HCA Physician Services
Savannah, GA
02.2024 - Current
- Streamlined support processes for increased efficiency and faster resolution times.
- Enhanced customer satisfaction by providing timely and accurate technical support to clients.
- Volunteered as a subject matter expert to provide training to new hires and peers, resulting in a more knowledgeable support team.
- Served as liaison between clients and internal development teams, facilitating effective communication on issue resolution progress and updates.
- Implemented innovative solutions to improve the overall user experience with company products.
- Reduced ticket backlog by implementing more efficient workflows and prioritization techniques.
Imaging Systems Administrator
HCA
01.2021 - Current
- Implement new applications and functionalities for Radiology/Cardiology services
- Assist clinical staff with troubleshooting techniques, solving problems, workflows and viewing images in PACS
- Provide input regarding roles and access to meet HIPAA requirements on medical imaging applications
- Monitor the Radiology and Cardiology PACS systems
- Maintained imaging systems updates/patches
- Assisted 30 Radiologists at Coliseum/Coliseum Northside, Cardiologists, Technologists, Physicians, and Clinicians with PACS/Imaging issues, viewing images in PACS, and training
- Implement new applications, functionalities, and workflows for the Radiology and Cardiology departments - Resolved issues with PACS hanging protocols for 19 radiologists at Gulf Coast
- Assist with applications and HIS/RIS integrations and implementations.
Technical Analyst II
HCA
10.2020 - 01.2021
- Recommends process changes that improve the implementation, maintenance and support of desktop and software equipment
- Responds to and resolves inquiries and request for assistance with division and facility users
- Installs and repairs facility and division IT&S equipment and software per HCA and Division standards.
Senior Desktop Engineer
NTT Data
11.2018 - 10.2020
- Collaborated with vendors to locate replacement components and resolve advanced problems
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations
- Identified scope of problem and provided operational and technical assistance to remedy
- Provided authorized users with technical support and advice regarding proper use and functionality of equipment.
Field Service Engineer
Nautilus Hyosung
01.2018 - 11.2018
- Trained bank personnel to on ticket system, routine maintenance and standardize SOP
- Inspected ATM equipment and processes to reduce maintenance-related downtime incidents and mitigate equipment failures
- Performed onsite installation, modification and maintenance of systems and equipment and remained on-call as needed.
Desktop Support Technician
Memorial Health University Medical Center
09.2016 - 01.2018
- Collaborated with hospital staff, co-workers, vendors and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
Helpdesk Analyst
Memorial Health University Medical Center
10.2014 - 09.2016
- Evaluated and responded to incoming tickets and requests for technical support assistance
- Conducted in-depth issue resolution research to address concerns while compiling and accurately entered data for each encounter to record in system
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Effectively trained staff on helpdesk ticketing system, resulting in 60% reduction in support call turnaround time and ticket completion.
Education
Associate of Science - Computer Science
Troy University
Troy, AL04.2014
Skills
- Windows Operating System
- Technical issues analysis
- Desktop support
- Remote Diagnostics
- Application installations
- Customer Service
- Remote Support
- Customer Support
- Software Installation
- Security Protocols
- Issue Resolution
- Incident Management
- ITIL Knowledge
- Server maintenance
- Mobile Device Management
- Hardware Configuration
- Problem-Solving
- Attention to Detail
- Microsoft Windows and Office
- Remote Technical Support
- Troubleshooting Network Issues
- LAN/WAN
- Project Coordination
- SCCM troubleshooting
- Application support
- VoIP Fundamentals
- VPN configurations
- iOS
Additional Information
- Helpdesk Analyst, 2013-04-01, 2014-10-01, Memorial Health University Medical Center, Savannah, GA, Evaluated and responded to incoming tickets and requests for technical support assistance., Conducted in-depth issue resolution research to address concerns while compiling and accurately entered data for each encounter to record in system., Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Desktop Support Technician, 2014-10-01, 2016-09-01, Memorial Health University Medical Center, Savannah, GA, Collaborated with hospital staff, co-workers, vendors and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions., Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
Timeline
Senior Technical Support Analyst
HCA Physician Services
02.2024 - Current
Imaging Systems Administrator
HCA
01.2021 - Current
Technical Analyst II
HCA
10.2020 - 01.2021
Senior Desktop Engineer
NTT Data
11.2018 - 10.2020
Field Service Engineer
Nautilus Hyosung
01.2018 - 11.2018
Desktop Support Technician
Memorial Health University Medical Center
09.2016 - 01.2018
Helpdesk Analyst
Memorial Health University Medical Center
10.2014 - 09.2016
Associate of Science - Computer Science
Troy University