Diana McClelland
Montrose,CO
Summary
Adaptable IT professional with experience in systems administration, user support, and access control. Skilled in insurance price tables, troubleshooting, password resets, and remote assistance, with a track record of reducing downtime and supporting secure, efficient operations.
Overview
10
10
years of professional experience
Work History
IT Technical Support Specialist
AdaptHealth
Conshohocken, Pennsylvania
02.2021 - Current
- Identified technical issues and resolved problems with effective fixes, enhancing user satisfaction.
- Answered software questions and supported users, contributing to improved system performance.
- Listened to user concerns and provided tailored technical support for challenges.
- Assisted customers with various technical issues via email, live chat, and telephone, ensuring timely resolutions.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Resolved account access issues for clinical, office, and field staff.
- Escalated complex issues to vendors and internal IT teams.
- Demonstrated advanced product knowledge to solve customer issues.
- Followed HIPAA procedures while handling sensitive patient and employee data.
System Administrator
AeroCare Holdings
Montrose, Colorado
01.2017 - 01.2021
- Provided technical support to users and resolved issues quickly and effectively.
- Helped team members troubleshoot problems to reduce downtime and disruption.
- Managed Aerocare Holdings server accounts, permissions, and user access controls.
- Handled Aerocare Holdings help desk tickets and supported end user troubleshooting requests.
- Set up user accounts and maintained access rights for users.
- Entered and updated insurance price tables in Brightree billing software.
Skills
- Help desk operations
- End-user support
- Remote desktop support
- Ticketing systems
- Account access management
- Systems administration
- Operating system support
- Software diagnostics
- Application management
- Data management
- Vendor escalation
- Attention to detail
Timeline
IT Technical Support Specialist
AdaptHealth
02.2021 - Current
System Administrator
AeroCare Holdings
01.2017 - 01.2021