Joshua Samuels
Tallahassee,FL
Summary
Proven IT specialist from Tallahassee Memorial Hospital, adept in Windows 11 deployment and help desk support, showcases a blend of technical proficiency in data analysis and strong project management. Achieved a 95% SLA adherence, enhancing customer satisfaction significantly. Excels in networking and strategic engagement, ensuring prominent organizational presence and reputation enhancement.
Overview
9
9
years of professional experience
Work History
Epic Deployment & Desktop Support Specialist
Tallahassee Memorial Healthcare, Inc
04.2024 - Current
- Help lead the deployment of Windows 11 operating systems across various hardware platforms, including Epic systems.
- Provide tier 1 and tier 2 support for hardware and software issues, focusing on Windows 11 environments with Epic integration.
- Successfully managed the deployment of Windows 11 to over 300 endpoints, including Epic systems, with minimal user disruption around the main hospital.
- Develop and execute deployment plans, incorporating Epic's specific requirements for compatibility and performance.
Help Desk Support Specialist
CAI
03.2023 - 03.2024
- Resolved 100+ weekly incidents and service requests by implementing efficient management strategies, achieving a 95% adherence to SLAs and enhancing customer satisfaction.
- Resolved issues by researching documentation; troubleshooting hardware, software, guiding client through corrective steps; escalating problems to second level; tracked status of problems and solution.
- Updated job knowledge by tracking and understanding emerging practices and standards; participated in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Resolved password reset requests using Active Directory accounts management toolset.
IT Technical Support Intern
SageSure
08.2022 - 01.2023
- Performed 129 hardware and software repairs weekly and cut update times for systems & software by 30% using automation.
- Installed new software for 2.3K employees and coached personnel on how to navigate their device once installation was completed.
- Fixed 570 damaged hard drives using data recovery tools to salvage vital data, increasing client satisfaction rating by 78%.
COVID-19 Contact Tracer
NJ Department of Health
10.2020 - 08.2022
- Act as primary point person to call people with a positive diagnostic test for COVID-19, provide support and gather information, including information about the disease.
- Coordinate tracking efforts with the local health authorities and refer high-level cases( (ie. homeless individuals) to local resources to ensure self-isolation is possible.
- Investigate reported COVID-19 cases by interviewing infected individuals by phone to determine the likely source of illness,and the potential for outbreak.
- Collaborated effectively with multidisciplinary teams comprised of medical professionals, social workers, epidemiologists. in order to coordinate care plans for those affected by the virus.
Public Affairs Officer Assistant
US Embassy of Panama
03.2015 - 04.2018
- Work with the Head of Communications and the Press and Communications Manager to develop public affairs strategies to further the aims and objectives of The United States Government.
- Coordinated and scheduled all company meetings, appointments, interviews, and inspections.
- Cultivated relationships with key stakeholders including government officials, industry leaders, non-profit organizations.
- Coordinated activities related to special events such as fundraisers or community outreach efforts.
Education
Associate of Science - IT
Tallahassee State College
Tallahassee, FL12.2022
High School Diploma -
Metropolitan School Of Panama
Panama City, Panama05.2017
Skills
- Remote Desktop Support
- Help Desk Experience
- Operating System Knowledge
- VoIP Support
- Mac OS Support
- Remote Support
Timeline
Epic Deployment & Desktop Support Specialist
Tallahassee Memorial Healthcare, Inc
04.2024 - Current
Help Desk Support Specialist
CAI
03.2023 - 03.2024
IT Technical Support Intern
SageSure
08.2022 - 01.2023
COVID-19 Contact Tracer
NJ Department of Health
10.2020 - 08.2022
Public Affairs Officer Assistant
US Embassy of Panama
03.2015 - 04.2018
Associate of Science - IT
Tallahassee State College
High School Diploma -
Metropolitan School Of Panama
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