Jamie Robert
IT Specialist
Springfield,Oregon
Summary
Perceptive Technical Support Specialist with established Help Desk, Desktop and Analytical skills. Bringing over 20 years of professional experience in help desk and technical support services. Extensive knowledge of using and troubleshooting various computer issues and equipment. Clear communicator and focus has always been in the hospital/medical settings focusing on supporting patient first philosophy.
Overview
1
1
Certification
18
18
years of professional experience
Work History
IT Help Desk Analyst
McKenzie Willamette Hospital
Springfield, Oregon
05.2019 - Current
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Managed Security Accounts for all new and existing users.
- Logged support tickets and closed when issues were resolved.
- Provided on-call support for critical issues if Corporate after hours support could not assist
- Proficient in Active Directory
IT Service Desk Analyst
Salem Hospital
Salem, Oregon
01.2016 - 05.2019
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Managed new and existing user accounts, set up access requests for external medical facilities for access to our EMR
- ITIL Certification completed within first 3 months of hire
IT Help Desk Analyst
PacificSource Health Plans
Springfield, Oregon
04.2013 - 01.2016
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Activated accounts for employees
Clinical Applications Analyst
Legacy Health Systems
Portland, Oregon
03.2008 - 01.2009
- Demonstrated detailed technical knowledge of assigned applications.
- Managed the security accounts for our clinical applications (Cerner Millennium, EChart and TSystem).
- Created and managed all security accounts for physicians, residents, and any other credentialed providers
- Managed/updated the Provider Master Form database as well as any changes or additions to the system database
- Worked closely with the Medical Staff Offices at each facility as well as the Graduate Medical Education departments to process the providers access in a timely manner
- Reason for leaving: We moved our family from Portland to Springfield due to father and sister both being diagnosed with terminal cancer. I took time off to spend time and assist with both,
Help Desk Specialist/PC Desktop Support Specialist
Legacy Health Systems
Portland, Oregon
08.2003 - 03.2008
- Troubleshot various technical issues dealing with printers, network and phone systems.
- Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
- Used advanced technical knowledge and troubleshooting skills to diagnose problems with desktops, mobile devices, applications and peripheral equipment.
- Supported and maintained user account information.
- Provided On Call support
- Configured hardware, devices and software to set up work stations for employees.
Help Desk Specialist
Salem Hospital
Salem, Oregon
04.1999 - 07.2003
- Logged activities in tracking system to maintain accurate, timely records.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Provided end-user system and equipment training as needed.
- Responded to inquiries by phone, email and walk-up requests.
- Walked user through series of steps to determine problem and implement likely solution.
Education
Training Courses For A+ Overview And Microsoft -
New Horizons Computer Learning Center
Portland, OR 01.2001 - 04.2001
Skills
Technical Support
undefinedCertification
ITIL Certified
Timeline
IT Help Desk Analyst
McKenzie Willamette Hospital
05.2019 - Current
IT Service Desk Analyst
Salem Hospital
01.2016 - 05.2019
IT Help Desk Analyst
PacificSource Health Plans
04.2013 - 01.2016
Clinical Applications Analyst
Legacy Health Systems
03.2008 - 01.2009
Help Desk Specialist/PC Desktop Support Specialist
Legacy Health Systems
08.2003 - 03.2008
Training Courses For A+ Overview And Microsoft -
New Horizons Computer Learning Center
01.2001 - 04.2001
Help Desk Specialist
Salem Hospital
04.1999 - 07.2003
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