Duane E. Martin
Wichita
Overview
1
1
Certification
12
12
years of professional experience
Work History
Sr. Technical Support Engineer
Baxter
Skaneateles
04.2021 - Current
- Fully remote telephone support for medical facilities in North and South America.
- Remote login assistance using Bomgar Remote Console.
- Ticket creation and tracking using SAP ERP 7.0 and Salesforce.
- Technical Support for Windows 7, 10 and 11.
- Electronic Medical Record and Electronic Health Record support.
- Teamed with DICOM and PACS Administrators for imaging troubleshooting.
- Supporting EPIC, eClinicalWorks, Cerner and AthenaOne EHR/EMR software.
- TCP/IP, DNS, DHCP, WLAN configuration for network products.
- Printer setup and troubleshooting.
- Delivering cardiology support for Hill-Rom Q-Stress proprietary software.
- Microsoft Team Foundation Server for ticket escalation.
- Weekly Microsoft TEAMS meetings for departmental updates.
- File Management utilizing Globalscape Workspace FTP software.
Service Desk Specialist
KOCH Industries
Wichita
11.2019 - 04.2021
- Providing high quality Customer Service to customers by building relationships and trust through appropriate communication and responsive service.
- Conveying troubleshooting steps and information to customers via phone calls, and email.
- Troubleshooting technical problems and properly documenting all customer requests via Service Now ticketing system.
- Software and hardware installs, support, and troubleshooting. Including Microsoft products and business specific applications.
- Microsoft Intune Enterprise Device Management
- Wireless device support and troubleshooting, including Apple and Android products.
- Consulting knowledge documents to implement solutions or appropriately escalate customers requests to next tier of support.
- Computer and User Account Management with Active Directory Users and Computers.
- Remote software deployment utilizing Microsoft SCCM.
- Laptop encryption services provided by Bitlocker and McAfee EPO.
- PingID multi-factor authentication for mobile and desktop.
Field Technician
Maryland Transportation Authority
Dundalk
06.2014 - 11.2019
- Providing timely computer support to desktop and laptop users throughout the Maryland Transportation Authority.
- IBM Maximo v7 ticket tracking and workflow.
- Creating and managing users, objects and groups through Active Directory Users and Computers 6.1.
- Meeting SLA requirements and delivering ITIL intensive metrics.
- Imaging and deployment of 2,500 HP 8100 Desktop Personal Computers for Windows 10.
- Windows 10 imaging and deployment to Dell laptops through Microsoft System Center 2012 (SCCM).
- LAN Stack installation / configuration
- VPN token administration and configuration with RSA Manager 6.1.
- Remote login troubleshooting and software distribution with LANDESK Management Suite 9.5 and Cisco Any Connect.
- Troubleshoot, repair and maintain Law Enforcement laptop software and hardware.
- Group Policy Administration, Backup and Disk Management using Windows Server 2003 R2.
- Performing password resets, Enabling/Disabling user accounts with Active Directory Admin Center Server.
- McAfee Enterprise Endpoint laptop encryption 4.6
- MFD and desktop printer support and maintenance
- Maintained a Public Trust Clearance.
- Imaging and configuring HP laptops for the United States Social Security Administration.
- Strong customer service deliverables with excellent verbal and written communication skills.
- Daily meetings with lateral IT managers to assimilate and implement departmental IT processes.
- Develop & refine standard operating procedures for all monitoring, alerting, and incident management.
- Collaborated with Project Managers to optimize the methodology of environmental IT development.
- Build, test and distribute equipment to new and existing employees.
- Escalated hardware/software incident and service requests support on the enterprise LAN/WAN.
Education
Bachelor of Science - Information Systems Management
University of Maryland
College Park, MDBachelor of Science - Information Technology Management
Capitol College
Laurel, MDSkills
- Electronic health record support
- TCP/IP configuration
- Remote troubleshooting
- ERP ticketing system
- Windows support
- Customer relationship management
Certification
- ITIL Foundations
- CompTIA A+ certification
Timeline
Sr. Technical Support Engineer
Baxter
04.2021 - Current
Service Desk Specialist
KOCH Industries
11.2019 - 04.2021
Field Technician
Maryland Transportation Authority
06.2014 - 11.2019
Bachelor of Science - Information Systems Management
University of Maryland
Bachelor of Science - Information Technology Management
Capitol College