Manage Engine
DANNEE FRICK
Information Technology Support Lead
Boynton Beach,FL
Summary
Competent Technical Support Analyst well-versed in assisting users with diverse computer systems mobile devices and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
31
31
years of professional experience
Work History
Information Technology Support Lead
Wider Circle
Redwood City, CA
01.2021 - Current
- Resolves diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provides Tier 2 IT support to non-technical internal users through remote support services.
- Assists customers in identifying issues and explained solutions to restore service and functionality.
- Monitor systems in operation and quickly troubleshot errors.
- Collaborates with supervisors to escalate and address customer inquiries or technical issues.
- Documents support interactions for future reference.
- Configures hardware and grants system permissions to new employees.
- Manages high levels of call flow and responded to technical support needs.
- Translates complex technical issues into digestible language for non-technical users.
- Resolves escalated issues by serving as subject matter expert on wide-ranging issues.
- Uses ticketing systems to manage and process support actions and requests.
- Assists with updating technical support best practices for use by team.
Product Specialist
Subaru Motors of America
Salt Lake City, UT
08.2018 - 01.2021
- Researched product's technical specifications and accurately communicated information.
- Worked directly with customers, teammates and managers to follow Subaru Motors of America processes to achieve sales goals and maintain minimum sales expectations
- Maintained knowledge of current Subaru vehicle products, features, benefits, specifications, prices, options and models
- Communicated with customers on ongoing basis to ensure that sales processes and management expectations are met
- Worked in a fast-paced, team environment with a direct focus on customer service with integrity, honesty and exemplifying the vision of the “Subaru Love Promise.”
- Continually expanded knowledge of the Subaru product line.
Technical Support Analyst
Huntsman Cancer Institute
Salt Lake City, UT
01.2017 - 08.2018
- Offered remote support for over 50 cloud-based and web-based clients via phone, email, and chat daily.
- Resolved issues with systems, hardware, and telephones quickly and accurately.
- Provided system and operation analysis, software implementation, training, administration, and support for information systems.
- Evaluated and installed software patches and resolved software problems for servers and systems.
- Installed hardware and software nuances and upgrades for organizational and departmental growth for internal customers.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Application Systems Analyst II
University of Utah HealthCare
Salt Lake City, UT
09.2014 - 09.2016
- Researched, planned, installed, configured, maintained, and upgraded software interface
- Worked with training staff and instructional designers to guide the build and implementation of training tips and lesson plans to support features and optimization of systems.
- Acted as subject matter expert to end-users and team members regarding application utilization in context with workflow.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Conducted system analysis and implementation to maintain and improve computer systems.
- Diagnosed, troubleshot, and resolved network and system problems.
- Improved systems with the addition of new features and infrastructure.
Training Specialist/Instructional Designer
University Of Utah Health Care
Salt Lake City, UT
11.2011 - 08.2014
- Developed and implemented instructional content, teaching strategies, and knowledge-based curricula
- Determined course goals, course objectives, and the sequence in which to address them
- Designed training materials, tutorials, flowcharts, pocket guides, and testing materials
- Introduced healthcare staff to initial training on an electronic medical record (EMR) system as it pertained to their job functions
- Provided training and end-user support during and after the implementation process, both remotely and onsite
- Facilitated learning in a creative, interactive, and enthusiastic learning environment
- Managed department statistics, tracked training for employees, and provided evaluations.
- Created curricula, researched topics, and conceptualized course format, subject matter, and presentation.
Wireless Product Manager
AT&T Telecommunications
Atlanta, GA
01.1989 - 06.2009
- Developed and initiated projects, managed costs, and monitored performance.
- Met project deadlines without sacrificing build quality or workplace safety.
- Maintained relationships with material vendors to lower costs and diversify capabilities.
- Managed projects from procurement to commission.
- Facilitated communication between internal personnel, contractors, and vendors for project cohesion.
- Led project teams through design, construction, and launch processes.
- Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
- Drove team success through shared vision and recognition of quality performance.
Education
Associate of Applied Science - Computed Tomography
University of Utah
Salt Lake City, UT 05.2001 -
Associate of Applied Science - Radiography
Grady Health System Professional Schools
Atlanta, GA 05.2001 -
Skills
Customer Excellence
Ticket Support System Management
Windows 10
Application Support
Mac Systems
Software Diagnosis
Remote Desktop Support
Technical Issues Analysis
Telecommunications
Software
Google Workspace
FaceBook Workplace
JIRA
Service Desk
Microsoft Office
Zoom
Google Meet
Splashtop
Box
LogMeIn
Timeline
Information Technology Support Lead
Wider Circle
01.2021 - Current
Product Specialist
Subaru Motors of America
08.2018 - 01.2021
Technical Support Analyst
Huntsman Cancer Institute
01.2017 - 08.2018
Application Systems Analyst II
University of Utah HealthCare
09.2014 - 09.2016
Training Specialist/Instructional Designer
University Of Utah Health Care
11.2011 - 08.2014
Associate of Applied Science - Computed Tomography
University of Utah
05.2001 -
Associate of Applied Science - Radiography
Grady Health System Professional Schools
05.2001 -
Wireless Product Manager
AT&T Telecommunications
01.1989 - 06.2009