Candace Sikes
North Richland Hills,TX
Summary
Detail-oriented IT Support Specialist with extensive experience in operating systems and ticket management. A track record of resolving over 1000 technical tickets, whether they be incidents or requests. Taken over 3000 calls to assist customers in technical issues and requests. Proven ability to analyze technical issues and implement effective solutions, contributing to improved service delivery and customer satisfaction across departments.
Overview
8
8
years of professional experience
Work History
Information Technology Support Specialist
JPS Health Network
Fort Worth, TX
10.2020 - Current
- Collecting data and collaborating with other Epic employees with the Epic system to help solve technical issues.
- Worked with customers to help fix their settings in Epic to make sure that the application was running to our standards.
- Worked with customers needing assistance and setting up with 3M accounts.
- Provided technical support for hardware and software issues across multiple departments.
- Resolved over 1000 tickets that were either requests or incidents.
- Diagnosed and resolved network connectivity problems, ensuring minimal downtime for users.
- Assisted in the implementation of new IT systems, improving overall service delivery.
- Developed training materials and answered questions anyone would have about problems a customer was having
Desktop Support Engineer
Elbit Systems
Fort Worth, TX
05.2018 - 07.2020
- Provided technical support for hardware and software issues, ensuring minimal downtime for end-users.
- Implemented troubleshooting procedures to resolve system errors and enhance user productivity.
- Coordinated installation of desktop systems, optimizing configuration for user requirements and preferences.
- Trained staff on new software applications, improving overall team efficiency and technology adoption rates.
- Ordered supplies for the department so dealt with the billing codes at the company.
- Developed documentation for IT processes and solutions, facilitating knowledge sharing within the team.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
Education
No Degree - Project Management
Coursera
Fort Worth, TX11-2026
No Degree - Computer And Information Systems
New Horizons Computer Learning Center
Fort Worth, TX10-2020
Skills
- Operating system expertise
- Remote support
- IT asset management
- Help desk support
- Intermediate Epic expertise
- Application support
- Backup management
- End-user training
- Customer service
- Ticket management
- Data entry
- Technical issues analysis
Timeline
Information Technology Support Specialist
JPS Health Network
10.2020 - Current
Desktop Support Engineer
Elbit Systems
05.2018 - 07.2020
No Degree - Project Management
Coursera
No Degree - Computer And Information Systems
New Horizons Computer Learning Center