Diahann Jones
Houston,,United States
Summary
Dedicated to improving user experiences and productivity by keeping systems running smoothly and resolving issues quickly. Good communicator and multitasker with an organized approach and strong customer service skills.
Overview
15
15
years of professional experience
Work History
Desktop Support Analyst
Houston Methodist Hosptial
Houston, TX
05.2021 - Current
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Assisted over [50] clients daily by gaining remote access to computers and manipulating applications.
- Directly supported in-house service ticket software for non-emergency user-related issues.
- Installed and maintained Windows and desktop software, service packs, patches and anti-virus updates for[50] clients.
- Configured hardware, devices and software to set up work stations for employees.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
Technical Support
Apple
Houston, TX
08.2020 - 05.2021
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Answered questions and provided information to customers about new software or hardware.
- Managed backup and recovery of data assets to safeguard system availability.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Monitored systems in operation and quickly troubleshot errors.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, iPhone and Mac.
- IOS, Smartphone, Tablet, PC or Mac experience
- Passion for customer service and ownership of customer experience including comprehensive issue resolution
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues
- Assisted with updating technical support best practices for use by team
- Provided Tier 1 IT support to non-technical internal users through desk side support services
Patient Care Nursing Assistant
Memorial Hermann Southwest Hospital
Houston, TX
10.2007 - 10.2020
- Attended in-service programs to complete ongoing and annual organizational and departmental requirements to promote highest standard of customer relations principles for patients, visitors and fellow staff members.
- Recognized patient and family reactions to hospitalization, illness, procedures and staff and initiated supportive measures.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Onboarded new temps by entering employee information into systems.
- Trained new employees how to use Cerner.
- Maximized patient safety, employed interventions and interacted with patient to increase engagement and redirect behavior
- Communicated and documented pertinent observations and information to maintain complete and accurate record of care given to patient
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy
- Conducted research, gathered information from multiple sources and presented results
Education
Associate of Science - Information Technology
Argosy University
Phoenix, AZ05.2018
Skills
- Help Desk Support
- Hardware and Software Repair
- Technical Troubleshooting
- System Configuration
- Incoming Call Management
- Kace Inventory Software
- Active Directory
- Troubleshooting
- Bomgar RDP Software
- IOS and Mac Systems
- Hardware installations
- Software upgrades
- End-user support
Timeline
Desktop Support Analyst
Houston Methodist Hosptial
05.2021 - Current
Technical Support
Apple
08.2020 - 05.2021
Patient Care Nursing Assistant
Memorial Hermann Southwest Hospital
10.2007 - 10.2020
Associate of Science - Information Technology
Argosy University
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