Microsoft Office Suite
Jacob Lorenzen
IS&T Client Services Specialist
Summary
Successful IS&T Client Services Specialist for UC Medical Center with 5 Years of years of cumulative experience addressing customer requests and concerns. An expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability. Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service. Initiative-taking and a persistent life-long learner looking to break into more sophisticated roles such as IT Administration, Advisory, or Analysis.
Overview
5
5
years of professional experience
1
1
Language
Work History
IS&T Client Services Specialist
UC Medical Center
Cincinnati, OH
06.2022 - Current
- Assisted hospital staff with a focus on executive customers every day with positive attitude and ensure customer satisfaction.
- Diagnose, resolve, and close computing issues according to service level guidelines.
- Responsible for the installation, maintenance, and technical support of software and hardware for UC Health.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Collaborated with cross-functional teams to develop innovative solutions.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
SENIOR SPECIALIST – EXECUTIVE
HCL TECHNOLOGIES
CINCINNATI, OH
08.2021 - 06.2022
- Supply technical firsthand and remote support to corporate executives and their administrators a part of the HCL - P&G contract.
- The responsibilities of an executive care specialist included: Configuration, monitoring, and maintenance various mobile and personal computer devices for customers. Devices such as iPhones, iPads, Android devices, and Windows & Apple laptops and desktops.
- Perform administrative and operational maintenance for the executive's conference rooms, huddle rooms, desk locations and personal printers.
- Ensure that operational level and service level objectives are always adhered to.
- Communicate the progress of investigations and planned solutions to customers, managing their level of expectation and increasing their understanding of computer technology and company policy.
- Diagnose and repair IT hardware and software problems, most issues primarily focused with applications in the Microsoft O365 suite.
- Order IT accessories and equipment.
- Manage own time to fulfill tasks efficiently, in the correct priority and to the required level of quality, within the context.
- Provide ample communication with fellow team members and leadership about ongoing incidents and performance vectors.
- Document actions, alterations, and procedures to ensure accurate and responsible record keeping via SNOW (service now).
SENIOR SPECIALIST
LEVEL 2 EMPLOYEE CARE | HCL TECHNOLOGIES
CINCINNATI, OH
08.2020 - 06.2022
- Contribute technical on-site and remote support to employees and contractors as part of the HCL - P&G contract.
- The responsibilities of a Level 2 Support Specialist included: Configuration, maintenance, and set up various mobile and personal computer devices for customers. Devices such as iPhones, iPads, Android devices, and Windows & Apple laptops and desktops.
- Perform operational maintenance for conference rooms, huddle rooms, desk locations and network closets.
- Ensure that operational level and service level objectives are always adhered to.
- Communicate the progress of investigations and planned solutions to customers.
- Imparted upon customers a deeper understanding of computer technology and company policy.
- Diagnose and repair IT hardware and software problems.
- Contact computer distribution for warranty and non-warranty repair work.
- Manage own time to fulfill tasks efficiently, in the correct priority and to the required level of quality.
- Maintain communication with fellow team members and leadership about ongoing incidents and ensure compliance with performance vectors.
- Document actions, alterations, and procedures to ensure accurate and responsible record keeping via SNOW (service now).
IT Technician
Procter & Gamble
Cincinnati, OH
04.2019 - 08.2019
- Configure, install, monitor, and maintain IT users' desktop software and hardware.
- Provide consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software.
- Responsible for end-to-end incident ownership, resolution, and communication with employees.
- Provide on-site training to users.
- Resolve and close tickets/work orders supporting end-user desktops and peripherals.
- Respond to customer support issues, and when necessary, refer more complex problems to a qualified support technician.
Education
Bachelor of Science - Computer Information Technology
Northern Kentucky University
Highland Heights, KY 08.2015 - 2020.05
Skills
Technical Support
Accomplishments
- COMPTIA A+ CORE 1 (220-1001)
- COMPTIA A+ CORE 2 (220-1002)
- GOOGLE CYBER SECURITY CERTIFICATE - January 2024
- COMPTIA SECURITY + ~ Pending
Software
Active Directory Management
Windows/Android/Mac OS
Python
Java
HTML/CSS
SQL
Splunk
Wireshark
Microsoft Azure
Virtual collaboration tools
Adobe Products
Timeline
IS&T Client Services Specialist
UC Medical Center
06.2022 - Current
SENIOR SPECIALIST – EXECUTIVE
HCL TECHNOLOGIES
08.2021 - 06.2022
SENIOR SPECIALIST
LEVEL 2 EMPLOYEE CARE | HCL TECHNOLOGIES
08.2020 - 06.2022
IT Technician
Procter & Gamble
04.2019 - 08.2019
Bachelor of Science - Computer Information Technology
Northern Kentucky University
08.2015 - 2020.05