Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Software Knowledge
Timeline
Generic

Evan McCoy

Lexington,KY

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing hardware and software support to users and developing and implementing technical solutions.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Tier 2 Technical Support Specialist

Extreme Reach
01.2022 - Current
  • Assessed technical complexity of tickets to escalate to Tier 3 team.
  • Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
  • Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Investigated hardware product issues involving materials and software and devised solutions.
  • Maintained technology equipment performance by configuring, diagnosing and repairing hardware.

Desktop Support Technician

Commonwealth Office of Technology
09.2021 - 01.2022
  • Transferred a majority of government employees to a mobile workforce
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation
  • Learned and implemented new software testing procedures
  • Obtained and evaluated information about new systems, peripherals and software technology
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and COT policies
  • Worked with various systems, software and peripherals and various types of games
  • Purchased, setup and installed new computers
  • Patched software and installed new versions to eliminate security problems and protect data
  • Configured hardware, devices and software to set up workstations for employees.
  • Traveled to customer sites to provide prompt resolutions to issues.

EPIC Analyst

Atrium Health/Brooksource
06.2021 - 07.2021
  • Assisting with go-live for EPIC for every device on the Atrium Health Hospital's network
  • Fulfilling every ticket possible through ServiceNow
  • Helping workers such as nurses and doctors with any questions they have regarding EPIC
  • Installing external devices if needed such as keyboards, mice, barcode scanners, label printers, printers, etc
  • Mapping printers so that workers can print from their closest location
  • Identified, tested and implemented changes to customer specific software and configurations to support overall application availability
  • Maintained strong customer relationships and met service level expectations for supported services.

EPIC Analyst

University of Kentucky/Brooksource
02.2021 - 06.2021
  • Ensuring deployment of 10,000+ devices across the entirety of University of
  • Kentucky Healthcare
  • Refreshing and imaging of thousands of computers to meet new criteria
  • Deployment of rovers, iPhones, and iPads to every department on the hospital network
  • Assisting with rewriting scripts with management in
  • Testing every device that was deployed to ensure everything was working properly
  • Traveling to different cities and outlier departments on the network
  • Tracked all work time independently
  • Inventory database management
  • File migration between computers
  • Handled all incoming tickets through ServiceNow ticketing system
  • Assisted with go-live and phone call support for any issues our clients were having
  • Taking old desktops apart and saving the hard-drive and RAM according to
  • HIPAA Regulations
  • Test changes to database applications or systems
  • Installation/Refresh of all external devices such as keyboards, mice, barcode scanners, label printers, printers, etc
  • Identified, tested and implemented changes to customer specific software and configurations to support overall application availability
  • Designed, implemented and monitored changes to operations and processes
  • Evaluated technical needs of organization
  • Analyzed technical problems with high accuracy and attention to detail.

Education

Associate of Arts - Computer Science

Bluegrass Community And Technical College
Lexington, KY
2018

High School Diploma -

George Rogers Clark High School
Winchester, KY
2017

Skills

  • Remote Technical Support
  • Hardware Evaluation
  • Troubleshooting Network Issues
  • Employee Computer Support
  • Friendly and Patient
  • Hardware and Software Configuration
  • Hardware and Software Repair
  • Support End-Users
  • Customer Communication and Empathy
  • Team Support

Certification

Google IT Support Professional Certificate

CompTIA+

Additional Information

  • Failure analysis
  • Hardware upgrades
  • Troubleshooting hardware
  • Hardware documentation
  • Technical support
  • Peripheral repair
  • Data recovery
  • Building and taking apart desktops and laptops
  • Setting up workstations for users
  • Knowledge of what parts can be used together to prevent bottleknecking

Software Knowledge

  • EPIC
  • Kaseya
  • ServiceNow
  • Splashtop
  • VPN Services
  • Five9
  • Active Directory
  • SCCM
  • CompuCom
  • Linux
  • Windows
  • iOS/Android
  • MS Office

Timeline

Tier 2 Technical Support Specialist

Extreme Reach
01.2022 - Current

Desktop Support Technician

Commonwealth Office of Technology
09.2021 - 01.2022

EPIC Analyst

Atrium Health/Brooksource
06.2021 - 07.2021

EPIC Analyst

University of Kentucky/Brooksource
02.2021 - 06.2021

Associate of Arts - Computer Science

Bluegrass Community And Technical College

High School Diploma -

George Rogers Clark High School

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