Summary
Overview
Work History
Education
Skills
Timeline
Generic

Gregory Smith

Coppell,TX

Summary

Accomplished IT Help Desk Technician with a proven track record at Akumin, enhancing system efficiency and customer satisfaction through expert hardware repair and exceptional service support. Skilled in software installation and interpersonal communication, successfully managed high call volumes and reduced user downtime. Demonstrates a strong ability to troubleshoot and resolve complex technical issues, ensuring optimal system performance and user experience.

Overview

19
19
years of professional experience

Work History

IT Help Desk Technician

Akumin
05.2011 - 09.2024
  • Configured hardware, devices, and software to set up work stations for employees.
  • Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
  • Support remote and corporate employees over the phone in an in bound call environment.
  • Support RIS/PACS environment: Infinite, eRAD, Fuji, Phelix, and Merge.
  • Phone system: Ring Central
  • Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.
  • Optimized network performance through routine monitoring, troubleshooting, and infrastructure upgrades.
  • Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
  • Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Installed and configured operating systems and applications.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Configured and tested new software and hardware.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

IT Help Desk Technician

Citi Group
02.2006 - 05.2011
  • Configured hardware, devices, and software to set up work stations for employees.
  • Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
  • Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.
  • Optimized network performance through routine monitoring, troubleshooting, and infrastructure upgrades.
  • Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
  • Collaborated with cross-functional teams to implement IT projects, ensuring seamless integration with existing systems.
  • Managed hardware inventory, maintaining adequate stock levels to minimize disruptions due to equipment failure or shortages.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Installed, configured and maintained computer systems and network connections.
  • Installed and configured operating systems and applications.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured and tested new software and hardware.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Researched and identified solutions to technical problems.
  • Monitored system performance to identify potential issues.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Education

Associate of Arts - Computer Technology And Design

Missouri Institute of Technology
Kansas City

Skills

  • Software Installation
  • VPN Configuration
  • Printer setup
  • Application support
  • Hardware Repair
  • Remote Support
  • System diagnostics
  • Network Connectivity
  • VoIP Support
  • Software Updates
  • Incident Reporting
  • Wireless Networking
  • Hardware Configuration
  • Virus Removal
  • Operating Systems Expertise
  • Technical issues analysis
  • Technical Troubleshooting
  • User Support
  • Customer service expert
  • TCP/IP
  • Technical Support
  • Microsoft Outlook
  • Desktop support
  • Software diagnosis
  • Application installations
  • Product Troubleshooting
  • Windows 10 / 11
  • Hardware diagnostics
  • Access issue resolution
  • Issue Troubleshooting
  • Systems Analysis
  • Hardware upgrades
  • Wide-area Networks
  • Network diagnostics
  • Performance Testing
  • Problem-Solving
  • Remote Technical Support
  • Attention to Detail
  • Troubleshooting Network Issues
  • Active Listening
  • Friendly and Patient
  • Computer Diagnostics
  • Microsoft Windows and Office
  • System Maintenance
  • Highly Professional
  • Software Upgrades
  • Support Services
  • Laptop Servicing
  • Security Certification
  • Customer Communication and Empathy
  • Employee Computer Support
  • Device Installation
  • Service Desk Team Management
  • Customer Needs Assessment
  • Interpersonal Skills
  • A Certification
  • Hardware and Software Configuration
  • Printed Circuit Board Layout and Design Manufacturing

Timeline

IT Help Desk Technician

Akumin
05.2011 - 09.2024

IT Help Desk Technician

Citi Group
02.2006 - 05.2011

Associate of Arts - Computer Technology And Design

Missouri Institute of Technology

Similar Profiles

  • Jessica Bolduc

    Jessica BolducJessica Bolduc

    Sonographer at AkuminSonographer at Akumin

    View Profile
  • Susan pellegrino

    Susan pellegrinoSusan pellegrino

    CT Technologist at AkuminCT Technologist at Akumin

    View Profile
  • AMANDA MARTINEZ

    AMANDA MARTINEZAMANDA MARTINEZ

    Patient Services Coordinator at AkuminPatient Services Coordinator at Akumin

    View Profile
Gregory Smith