Jason Feliciano
The Bronx,NY
Summary
Experienced Technical Support Specialist with over 10 years in customer service and IT support, specializing in healthcare environments. Adept at providing comprehensive helpdesk assistance for proprietary business applications. Skilled in reporting and troubleshooting complex issues while ensuring compliance with HIPAA and other healthcare regulations. Known for clear, empathetic communication with clinical staff patients and administrators, streamlining resolution processes to minimize disruptions in patient care and improve operational efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Technology Associate
Equiva Health
06.2023 - 06.2025
- Managed an average of 20+ inbound support tickets daily, delivering timely and effective remote resolutions for a wide range of healthcare technology issues.
- Provided exceptional customer service by consistently resolving technical hardware and software challenges within SLA timeframes, earning positive client feedback and strengthening long-term user trust.
- Delivered technical assistance via phone, email, and in-person support, ensuring seamless functionality of patient engagement platforms and clinical systems.
- Collaborated with cross-functional teams to escalate complex issues, contributing to faster resolution times and improved system reliability across healthcare facilities.
- Maintained detailed documentation of support interactions and solutions, aiding in knowledge base development and continuous process improvement.
Receiving Associate
Burlington
03.2020 - 05.2023
- Unloaded pallets and deliveries and organized products in stockroom.
- Counted supplies in stock room and posted totals to inventory records using RF scanner.
- Handled day-to-day shipping and receiving overseeing more than 350 packages per day.
IMAC Technician
American Info Systems
01.2020 - 11.2020
- Performed hardware and software installations, relocations, upgrades, and decommissions across desktops, laptops, mobile devices, and peripherals.
- Tracked and updated inventory of IT assets.
- Provided responsive and courteous support via phone, email, and in person.
Delivery Driver
Juice Press
11.2017 - 01.2020
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Loaded truck and properly secured items to prevent damage for deliveries.
Security Guard
Esteem Security Services
06.2007 - 11.2017
- Maintained a safe environment for staff and visitors through proactive surveillance and communication.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
IT Field Technician
Interface Computer Communications
04.2016 - 04.2016
- Delivered prompt and effective technical support for a wide range of hardware and software issues, consistently enhancing customer satisfaction and minimizing downtime.
- Participated in IMAC (Install, Move, Add, Change) operations, ensuring smooth transitions and minimal disruption during equipment relocations and upgrades.
- Assisted in the setup, configuration, testing, deployment, and decommissioning of IT hardware systems, contributing to the successful execution of field projects.
- Maintained accurate inventory of deployed assets, tracked hardware metrics, and provided detailed reports to management for strategic planning and resource allocation.
- Collaborated with cross-functional teams to ensure timely resolution of field service requests and adherence to service-level agreements (SLAs).
Education
Associate of Science - Computer Networking
Borough of Manhattan Community College
New York, NYSkills
- Customer service expert
- Mobile Device Management (MDM)
- Device Configuration & Deployment
- Troubleshooting & Diagnostics
- Remote Support Tools
- Security & Compliance
- App Support & Integration
Certification
- CompTIA A+
- CompTIA Net+
Timeline
Technology Associate
Equiva Health
06.2023 - 06.2025
Receiving Associate
Burlington
03.2020 - 05.2023
IMAC Technician
American Info Systems
01.2020 - 11.2020
Delivery Driver
Juice Press
11.2017 - 01.2020
IT Field Technician
Interface Computer Communications
04.2016 - 04.2016
Security Guard
Esteem Security Services
06.2007 - 11.2017
Associate of Science - Computer Networking
Borough of Manhattan Community College
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