Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Erick Ramirez Perez

Winlock,WA

Summary

A results-driven IT Support Specialist with a proven track record in delivering exceptional technical solutions and support services. I bring extensive expertise in managing Microsoft 365 environments, Active Directory, software and hardware installations, and liaising effectively with key vendors such as NextGen, Dragon, Adobe, CDW, and more. My dedication to networking troubleshooting and excellence in providing helpdesk support has significantly contributed to the seamless operation of IT systems within diverse organizations.

Overview

20
20
years of professional experience

Work History

IT Support Specialist

Valley View Health Center
09.2019 - Current
  • Used ticketing systems to manage and process support actions and requests.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
  • Updated software to safeguard against security flaws.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Answered questions and provided information to customers about new software or hardware.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Assigned system permissions and set up computers to assist with onboarding new employees
  • Monitored systems in operation and quickly troubleshot errors.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted with updating technical support best practices for use by team.
  • Configured hardware and granted system permissions to new employees.
  • Onboarded new employees with training and new hire documentation.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Created and administered profiles and accounts, also maintaining systems documentation.
  • Performed software installations and OS upgrades to support layered software packages.
  • Diagnosed and resolved hardware and software issues.
  • Installed and configured network printers and other peripheral devices.
  • Researched and recommended new technologies and strategies for improving system performance.
  • Analyzed network traffic and performance metrics to optimize system performance.

Medical Receptionist

Valley View Health Center
09.2007 - 09.2019
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Managed multi-line phone system and pleasantly greeted patients.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Maintained current and accurate medical records for patients.
  • Completed patient referrals to other medical specialists.
  • Notified manager of incidents and potential incidents relating to patients and staff for swift action.
  • Invoiced patients accurately in line with charging guidelines.
  • Performed various administrative tasks by filing, copying and faxing documents.
  • Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Managed office logistics by scheduling appointments, maintaining files and collecting payments.
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.

Aviation Boatswain's Mate, Fuels

Navy
07.2003 - 07.2007
  • Supervised and coordinated activities of crew aboard ship.
  • Stood watch during specified periods and determined geographical position of ship.
  • Examined cargo-handling gear and lifesaving equipment to repair or replace defective gear and equipment.
  • Directed ship navigation and route preparation.
  • Oversaw underway replenishment procedures to maintain equipment used in unloading and loading cargo.
  • Verified hydraulic fluid, air pressure and oxygen levels to check on systems operations.
  • Researched and evaluated natural phenomena to minimize issues regarding tides, currents, winds and weather events.
  • Kept watch aboard vessels to identify changing conditions or potential issues and implement corrective actions.
  • Completed regular vessel inspections to identify deficiencies and coordinate corrective actions.
  • Prioritized safety procedures when operating vessels, controlling speed, berthing and unberthing, giving optimal protection to crew and equipment.
  • Learned to operate new technology systems and procedures through instruction, simulators and models.
  • Thoroughly inspected boats before each embarkment to verify maximum reliability.

Education

Associate of Applied Science - Information Technology

Centralia College
09.2019

Skills

  • System Enhancement
  • Configuration Management
  • Mobile Device Management
  • Operating System Management
  • Telecommunications Network Oversight
  • Helpdesk Call Support
  • Technical Equipment Inspection
  • Hardware Upgrades
  • Instruction and Training
  • Technical Support
  • Software Installation
  • Systems Analysis
  • Software Diagnosis
  • Desktop Support
  • Network Diagnostics
  • Hardware Diagnostics
  • User Credential Management
  • Service Support
  • Performance Testing
  • Application Support
  • Customer Service
  • User Support
  • Information Protection
  • Staff Education and Training
  • Account Updating
  • Call Center Operations
  • Product Troubleshooting
  • Ticket Support System Management
  • Microsoft Outlook
  • Application Installations
  • Technical Troubleshooting
  • Account Management
  • Customer Success Management

Accomplishments

  • Participated in various incentive programs and contests designed to support achievement of production goals.
  • Completed intensive training in database fundamentals and software engineering.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Recipient of individual and departmental awards for providing stellar client service.

Languages

Spanish
Native or Bilingual

Timeline

IT Support Specialist

Valley View Health Center
09.2019 - Current

Medical Receptionist

Valley View Health Center
09.2007 - 09.2019

Aviation Boatswain's Mate, Fuels

Navy
07.2003 - 07.2007

Associate of Applied Science - Information Technology

Centralia College

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Erick Ramirez Perez