Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

C'era Horne

Charlotte,NC

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

5
5
years of professional experience
1
1
Certification

Work History

End User Computing Analyst

Novant Health
03.2023 - Current
  • Perform on-site analysis, diagnosis, and resolution of complex hardware problems for variety end users and recommend and implement corrective solutions
  • Document support incidents in detail within the ticketing system, such as ServiceNow
  • Responsible for imaging, maintaining, and repairing IT products such as laptops, workstations, printers, terminals, and corresponding hardware
  • Strong communications skills both verbal and written
  • Performs analytical and technical work in the planning, design and installation of new and existing personal computer systems, conferring with management to determine types of standard hardware and software required
  • Provide support for enterprise software such as Windows Operating systems (7,10,11), Microsoft Office 2016/O365, OneDrive, Skype
  • Strong documentation, communication, and customer service skills
  • Provide operational support for user identity management, username provisioning, system access, and password management
  • (Active Directory)
  • Performs and documents routine maintenance in compliance with current policies and procedures
  • Provides new user training during equipment setup and provides documentation / User guides on endpoint devices use throughout their life cycle.

Desktop Technician

Charlotte Eye Ear Nose & Throat Associates, PA
08.2022 - 03.2023
  • Providing technical support on site and remotely for hardware and network malfunctions
  • Handle a large volume of inbound calls in a timely manner to clinical staff and CEENTA’s patients
  • Designs, implements, maintains and oversees computer systems and software to ensure appropriate confidentiality and privacy of sensitive data
  • Preparing technical documents, such as error and maintenance reports
  • Creating user documents and providing training on new computer systems
  • Identifying and resolving network, connectivity and server issues
  • Install and configure computer workstations, peripherals, telecommunication equipment.

Technical Support Analyst

Atrium Health
10.2018 - 08.2022
  • 4 year of related IT Service Desk experience
  • Leads/coordinates capital equipment and software deployment projects including scope, timing, cost, and communication at the various stages of the project to different stakeholders
  • Provides technical in-service education for clinical and non-clinical staff in the operation and maintenance of equipment
  • Acts on equipment hazard alerts and recalls ensuring patient safety
  • Performs preventative maintenance, troubleshooting, and repair of general patient and non-patient care equipment/applications
  • Traveling over 30 miles to 100 miles in a day visiting and servicing various Atrium Health clinics throughout the Charlotte and surrounding areas
  • Manages and maintains inventory of end user computing devices, including mobile phones, computers, printers.

Education

High School Diploma -

West Iredell High School
Statesville, NC
06.2006

Skills

  • Information Gathering
  • Process Enhancement
  • System Analysis
  • Issue Identification

Certification

CompTIA A+

Timeline

End User Computing Analyst

Novant Health
03.2023 - Current

Desktop Technician

Charlotte Eye Ear Nose & Throat Associates, PA
08.2022 - 03.2023

Technical Support Analyst

Atrium Health
10.2018 - 08.2022

High School Diploma -

West Iredell High School

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C'era Horne