DUSTIN SPIEGLE

- Installs and repairs facility and division IT&S equipment and software per HCA and division IT&S standards and guidelines, including but not limited to terminals, personal computers, printers, cabling, and related software products

- Responds to and resolves inquiries and requests for assistance with division or facility computer systems, and provides a superior customer support experience for division and facility users

- Analyzes and provides hands-on support for simple to moderate inquiries. Determines appropriate technical area or vendor to resolve the problem and coordinates with other technical areas, as needed

- Logs and tracks problems; reviews problem tracking databases

- Performs facility-based moves, adds, and changes (MACs), as needed

- Maintains documentation for each incident or request, and escalates complex problems to the next level of support per documented procedures

- Provides 24x7 on-call support based on division IT staff rotation, and carries a pager as warranted

- Aids and trains users on division and facility technology

- Performs preventative maintenance

- Recommends process changes that improve the implementation, maintenance and support of IT&S desktop equipment and software

Achievements:

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• Demonstrated advanced product knowledge to solve customer issues.
• Delivered individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.
• Maintained comprehensive understanding of company offerings to drive consistent customer service
• Utilized active listening and communication skills to engage customers and ascertain how to best provide assistance.

• Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
• Documented conversations with customers to track requests, problems and solutions.
• Oversaw addressing of customer requests for friendly, knowledgeable service and support.
• Assessed customer account information to determine current issues and potential solutions.

• Worked hands on with customers and their cars to provide the best experience possible, managed backroom productivity, kept track of inventory and managed supplies.

• Overview, new employee training and maintenance, final vehicle checks for quality and safety, ensuring the customer leaves feeling confident and safe., Changing and balancing tires in a timely fashion, trouble shooting and fixing problems related to the tires or wheels on the car.