Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Chris Veldin

San Diego,CA

Summary

Service desk professional with strong background in technical support and excellent customer service. Able to resolve complex technical issues and ensuring seamless IT operations. Highly collaborative and adaptable, with focus on achieving team goals and improving end user satisfaction.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Service Desk Analyst

Scripps Health Hospital
01.2018 - 08.2025
  • Supported over 18,000 end users associated with Scripps Hospital through inbound phone calls. Utilized Remote Desktop in troubleshooting issues with Windows 10, Windows 11, Office 365, Microsoft Teams, Microsoft One Drive, Azure, Printer troubleshooting, as well as computer networking. Also did troubleshooting of AVAYA VOIP telephones as well as iPhones.
  • Utilized the application Service Now to create tickets as well as pull tickets in working from multiple queues.
  • Troubleshooting applications such as Citrix Workspace, Citrix Secure Access, Epic, Teleworks, Connexall, Azure Bitlocker Recovery, Voalte, Nuance Dragon Medical One PowerMic Mobile, Epic Canto, Microsoft Authenticator, and SecureAuth Authenticator for Epic prescriptions.
  • In addition to providing inbound phone and remote desktop support, also worked in IAM or Information Access Management. Enabled new user accounts in Active Directory, then added member groups for access to medical applications such as Omnicell, Epic CBORD, Obix, and several others. Also, disabled accounts and removed member groups for terming end users or limiting their access to specific applications.
  • Created knowledge articles for the knowledge base in Service Now for the IS Service Desk; complete with step-by-step troubleshooting and screenshots for ease of understanding.
  • Strong customer service skills were demonstrated through communicating in medical terminology while speaking with doctors, nurses, respiratory therapists, and other medical personnel. Also, within a hospital setting, patient care is critical. So exhibiting calm and focus while under pressure in resolving a technical issue quickly was a daily occurrence.
  • January 2018-August 2025
  • 7 years 8 months

Network and Applications Specialist

Dexcom
06.2015 - 10.2017
  • At Dexcom, I performed phone technical support in order to assist patients with diabetes so they can effectively use their continuous glucose monitoring system. This system includes a handheld medical device, an application on their smartphone or tablet, a software program and platform independent website which runs on their computer. Since our product spans multiple platforms, I supported iPhones, Android phones, iPads, tablets, as well as PC and Mac computers. In addition, I write technical documentation which is added to the tech support knowledgebase. With diabetes, a patients sugar level can drastically drop which can be life threatening, so 24/7 technical support of our CGM system is absolutely critical.
  • As a senior agent working second shift, I often fill the leadership role of technical team lead to address advanced issues as well as take escalations in order to calm the patient and bring about rapid resolution.
  • Provide technical support for smart devices spanning iOS 9, 10, and 11, as well as Android OS 6 and 7.
  • On computer platforms, provide support Windows XP, Windows Vista, Windows 7, Windows 8, Windows 10 as well as Apple OS X Yosemite (10.10), OS X El Capitan (10.11), and macOS Sierra (10.12).
  • Support Safari, Internet Explorer, Chrome, and Firefox browsers including printing support from those browsers.
  • Use ticketing systems such as Agile and Oracle Service Cloud along with Sharepoint.
  • Mentored new employees as well as provided a higher level training to employees wishing to support advanced technical issues.
  • Worked with other departments such as Quality Assurance and Product Development where I provided feedback on current technical issues.
  • Wrote technical guides which were submitted to our tech support knowledgebase.
  • Permanent Employee for Dexcom June 2015-October 2017
  • Temp Employee for Dexcom through Peak Technical Services December 2014-June 2015
  • 2 years 11 months total

Technical Team Lead

Carefusion Corporation
01.2007 - 01.2014
  • At Carefusion, I worked as a technical team lead as well as worked in a partial role as supervisor. Serving in this leadership position, I managed fourteen people while providing technical mentorship, personal guidance, as well as controlled workflow to meet business needs. Since our business revolved around hospitals, maximum uptime was absolutely essential for our critical systems in order to safeguard the patient.
  • Remotely performed database recoveries for hospital servers as well as other medical devices. Used remote tools such as VPN, Axeda, and Bomgar.
  • Utilized out of the box thinking to resolve new problems and then document these solutions which were entered into the knowledgebase.
  • Worked over the phone communicating with field employees to provide technical assistance for server swaps as well as fixing medical equipment to restore full mission-critical operation.
  • Within a Sybase 11 database, utilized SQL commands for db queries, updates, reporting, scripting and recovery.
  • Worked within Windows 2008 Server, 2003 Server, XP, and Windows 7 environments for the hospital servers and medical devices.
  • 7 years

Senior Support Specialist

Mitchell 1 Corporation
01.2003 - 01.2007
  • As a senior support specialist in Mitchell 1, I was assigned escalated cases which required out of the box thinking in order to quickly resolve the technical issue and satisfy the customer and save the account. This often meant diagramming our software across their network for greater visibility as well as greater comprehension for the customer. Also worked with auto shop owners to assist and explain our database crystal reports for their accounting purposes and proper presentation to the B.A.R. (Bureau of Automotive Repair).
  • Over the phone, assisted the customer with installation of proprietary software on a single computer or across their network.
  • Worked with a variety of customers from network administrators to computer technicians to non-technical end users.
  • Provided network administration tasks encompassing drive mappings, sharing, permissions, and network protocols.
  • Utilized support over multiple operating systems: from Windows 2000 Server to Windows for Workgroups 3.11.
  • Received incoming calls related to tech support but also performed outbound calls for follow-up in order to see issue to its resolution.
  • 4 years

Computer Tech. Support

The Sutherland Group
01.2002 - 01.2003
  • This position meant support of Gateway computers over the phone which involved talking non-technical end users through reinstalling their operating system, loading drivers, and updating/running anti-spyware applications to clean their computer and restore functionality.
  • Troubleshoot Gateway computers on a software and hardware level.
  • Solve computing problems as well as recommend hardware upgrades based upon customer need.
  • Troubleshoot Windows 95, 98, ME, and XP operating systems.
  • Solved problems dealing with sound, video, internet connection, MS Office, and Windows errors.
  • 1 year

Education

Bachelors of Science degree - Computer Information Systems

National University
San Diego, CA

Skills

  • IT Service Desk support
  • Network troubleshooting
  • Software and hardware support
  • Technical documentation
  • Customer Service communication
  • Hardware and software repair

Certification

  • A+ Comptia Certified, COMP10434025
  • Net+ Comptia Certified, COMP10434025
  • MCP Microsoft Certified Professional, 2840217
  • HDI-SCA Support Center Analyst, 3_2007873_1120

Timeline

Service Desk Analyst

Scripps Health Hospital
01.2018 - 08.2025

Network and Applications Specialist

Dexcom
06.2015 - 10.2017

Technical Team Lead

Carefusion Corporation
01.2007 - 01.2014

Senior Support Specialist

Mitchell 1 Corporation
01.2003 - 01.2007

Computer Tech. Support

The Sutherland Group
01.2002 - 01.2003

Bachelors of Science degree - Computer Information Systems

National University

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Chris Veldin