Summary
Overview
Work History
Skills
Timeline
Generic

Cody Lawson

Meriden,CT

Summary

Knowledgeable Information Technology Specialist capable of setting up and optimizing workstations, training users and assisting with process improvement implementation in diverse areas. Familiar with corporate business practices and IT standards. Ready to offer 6 experience to a dynamic position.

Overview

10
10
years of professional experience

Work History

Computer Helpdesk Technician

UCONN Health Center
Farmington, CT
12.2023 - Current
  • Managed helpdesk tickets by prioritizing requests based on urgency.
  • Provided technical support during product launches or events.
  • Provided technical assistance to computer users via phone and email.
  • Responded to service requests from customers in a professional manner.
  • Resolved customer inquiries in a timely manner.
  • Performed remote maintenance on client systems using remote access tools.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Served as first point of contact for incoming technical service calls and emails.
  • Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.

Information Technology Specialist

Hartford HealthCare
Meriden, CT
07.2018 - 12.2023
  • Maintain 13 sites for Hartford Healthcare IT equipment and users needs
  • Personally identified, tracked, logged, and researched over 1,500 tickets
  • Participated in an on-call rotation for 24x7 production environment
  • Tested and troubleshot application and documented issue resolutions for development team
  • Mentored other technical engineers and support professionals to provide professional development and skill enhancement
  • Built and maintained successful relationships with service providers, vendors, dealers and consumers
  • Managed user profiles, security access and shared file structures
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
  • Assisted customers with hardware and software technical issues via email, live chat and telephone
  • Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers
  • Troubleshot daily IT desktop client issues, supporting multiple departments and various offices
  • Processed average of inbound and outbound technical support calls
  • Assisted with two Hospital Go-lives/ hospital migration from their old systems to our current ones
  • Was the Team Lead for HHC Foxwoods Vaccination Clinic for 6 months.

Sailor

United States Navy
Groton, CT
01.2015 - 03.2017
  • Watched over and organized/ scheduled day to day activities for 100+ sailors under me
  • Prioritized and organized tasks to efficiently accomplish service goals
  • Defined strategies and created a plan to achieve ambitious operational objectives
  • Motivated and encouraged team members to communicate more openly and constructively with each other
  • Worked closely with team members to deliver project requirements, develop solutions and meet deadlines
  • Exceeded customer satisfaction by finding creative solutions to problems
  • Demonstrated self-reliance by meeting and exceeding workflow needs
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.

Skills

  • Root cause analysis
  • Permissions management
  • Software licenses and patches
  • Safety protocol
  • Collaboration
  • Communication
  • Management
  • Hardware updates
  • Application support
  • Helpdesk operations
  • Active Directory

Timeline

Computer Helpdesk Technician

UCONN Health Center
12.2023 - Current

Information Technology Specialist

Hartford HealthCare
07.2018 - 12.2023

Sailor

United States Navy
01.2015 - 03.2017

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Cody Lawson