Mildred Thomas
Gilbert,AZ
Summary
Experienced in troubleshooting and resolving issues related to standard applications: MS Office 2010/2013/0365, Workspace One, Meditech (EMR), Kronos setup and maintenance (time clock), VPN, Citrix, SharePoint 2013, Censitrac (SPD), AD policy issues, update, Windows, and iOS devices. Have assisted users with log-on issues and verified username and password in Azure AD. Adhering to strict HIPPA healthcare rules and regulations regarding the handling of information as well as the deployment and disposal of equipment. Supported MS Office Professional 2007/2010 software as well as company-specific applications, including EPIC, and departmental applications (i.e., pharmacy, orthopaedic, respiratory care, and surgery). Continuing training on new products/updates available for clients, i.e., routers, switches, wireless setup/protocols. Excellent communication and interpersonal skills.
Professional with strong expertise in technical troubleshooting, customer support, and software integration. Known for collaborative approach and adaptability, consistently delivering effective solutions and maintaining high standards. Skilled in diagnosing and resolving complex issues, providing exceptional service, and ensuring seamless operations. Reliable team player focused on achieving results and enhancing user experience.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Remote Product Support Technician
General Devices
01.2022 - Current
- The first line of support for CAREpoint 2 workstation
- Configure/setup CP 2 Laptop/desktop shortcut for single/multiple devices
- Troubleshoot issues with Logrecorder/fax/email
- Reconfigure, add, reset, or change volume, ringtone, telephone number, and contact information
- Monitor and record parts shipped and received promptly
- Enter, update, and close tickets in Hubspot
- Utilize Google Meet, Google Chat, Outlook, UltraVNC, Remote DScribe, eBridge, Go to Assist, SecureLink, and the Daily Pin Code Generator
- OS: Windows 10/11
Remote
Talento / Nearside
01.2022 - 09.2022
- Verifying customer's application information for online banking service
- Remote using secure Tailscale for access to Halo (database)
- Halo database for applicants' application submission
- Receive, verify, and request documentation not verified through Aikka
- Review applications submitted for checking accounts that were flagged
- Resolve (pass) or reject an application based on KYCB guidelines provided
- Continued training on ID/DL, SS #, address, etc
- Verification
- Participant in cross-training for Payment ACH verification (debits/credits)
- Slack, Tailscale, Figma, Kandji, Github, ZenDesk, Halo, Sprout (small business LLC assistance), Softphones
- OS: macOS Monterey12.3.1 (MacBook Pro 13)
Application Analyst – RSL Support
Heart to Heart Hospice (Addison Group)
03.2018 - 05.2020
- RSL (Referral Source Link) Application for Field Sales Staff
- HCHB (Home Care Home Base) EMR Application
- Receive, verify, and enter all new facilities and/or physicians submitted for entry into the HCHB software
- Respond to inquiries regarding information about a specific facility/physician
- Contact the facility or physician's office to verify or update information in HCHB
- Continuing verifying, updating, editing, or inactivating HCHB accounts as needed
- Responding in a timely manner to emails, telephone calls, and texts to all inquiries regarding HCHB / RSL
- Keep a spreadsheet of all Weekly Report requests
- Receive, verify, and track employee-issued cell phones upon termination
- Assist in other assignments as required by the Director of IT
- Support MS Office Professional 2010 /2013/0365
- OS: Windows 10 IOS: MacPro
- Performed troubleshooting, maintenance, and optimization of HCHB applications.
Service Desk and Desktop Support Engineer
Baylor Scott & White Medical Center at Frisco (USPI)
05.2014 - 03.2018
- Support desktop application by telephone or remotely via DameWare / VNC
- Imaging of desktops (Win10), laptops (Win 10), MacBooks, iPads/Android mobile devices
- Worked on a dedicated project for the IMAC team and relocation of departments and new buildings/offices
- Scheduling of new equipment, replacement of large deployments, and related projects
- DEC Phone systems, utilizing SV8500 PC Pro v7.0.1.0, VOIP, and Cisco Management System Setup and terminations of users in AD, and verifying users and computers placed in correct OU for access
- Assisted user with login issues, verify username and password for Azure AD
- Verify user ability to successfully log in and reset password
- Troubleshooting and resolving issues related to standard applications: MS Office 2010/2013/0365, Meditech (EMR), Kronos (Time clock), VPN, Citrix, SharePoint 2013, Censitrac (SPD), AD policy issues
- Configuring and resolving label printers and laser printer issues (verifying both are correctly configured in Meditech)
- On-call after-hours remotely from home bi-weekly (113 hrs)
- Verified and resolved any software issues
- OS: Windows 7 / Windows 10, VMWare Horizon
Technical Support Analyst
YOH / ACE Cash Express
09.2013 - 04.2014
- Internal Technical Support Analyst for ACE centres located in over 50 states
- Track calls utilizing Microsoft OSS / MS Outlook 2007
- Support HP computers, cash registers, scanners, receipt printers, laser printers, loan software (Payday, Title), routers, modems, hubs, and telephones
- Proper documentation and resolution or escalation as needed
- All troubleshooting, diagnostic, upgrade, installation, repair, and/or replacement of hardware and software
- Continuing training on new products/updates available for the client
- Routers, switches, wireless setup/protocols
- Remote Technical Support Analyst for all sites
- OS: Windows XP
Desktop Support Engineer (Level II/III)
IBM/CCI / Parkland Health & Human Services Hospital
07.2007 - 05.2012
- Internal and remote hospital employee desktop support analyst for IBM workstations, pc, and laptops
- Dedicated Remote Desktop Support Analyst for 4 Community Clinics and 6 Youth & Family clinics
- Worked with the Project Team for 2 years on IMAC, relocation, new building/offices
- Scheduling of new equipment, replacement of large deployments, and related projects
- Create and track calls utilizing ITSM tracking software
- MS Outlook 2007 email application
- Support MS Office Professional 2007 / 2010 software as well as company-specific applications, including EPIC, and departmental applications (i.e., Pharmacy, orthopedics, Respiratory Care, and Surgery)
- Proper documentation and resolution or escalation as needed
- All troubleshooting, diagnostic, upgrade, imaging (utilizing Ghost for Windows XP / MDT for new Windows 7 rollout), installation, repair, and/or replacement of hardware, software, PCs, and laptops
- Continuing training on new products and updates available for the client
- Routers, switches, wireless setup/protocols, and network security
- Providing requests and updates for users regarding permissions, access, and changes for AD Information Security
- Adhering to strict HIPPA healthcare rules and regulations regarding the handling of information as well as the deployment and disposal of equipment
- Provide ongoing Customer support/service to all employees/staff
- Remote Desktop Support Analyst for clinics and schools on the eastern side of the city, traveling between sites
- On-call after-hours remotely from home on weekends on a rotating shift
- OS: Windows XP / Windows 7/Thin Client VMware (HP)
Education
Bachelor of Science - Information Technology with emphasis in CyberSecurity
Grand Canyon University
Phoenix, AZ08.2024
Project Management - diploma
My Computer Career
Las Colinas, TX08.2022
Some College (No Degree) - Google Cloud Computing Foundation
My Computer Career
Las Colinas, TXSome College (No Degree) - Information Technology
My Computer Career
Las Colinas, TXSome College (No Degree) - Leadership Skills for Beginners
My Computer Career
Las Colinas, TXSkills
- Incident Management
- Project Management
- Quality Assurance Fundamentals
- Security Protocols
- Remote Support
- Time Management
- Database Management
- Technical Documentation
- Software installation
- Ticket management
- Remote support
- Network troubleshooting
Accomplishments
- Achieved results by completing assigned tasks with accuracy and efficiency.
- Documented and resolved issues which led to proven results.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved results through effectively helping others with completing tasks.
Certification
- CompTIA A+
- CompTIA Net+
- MTA Networking
- MTA Security
Technicalstudies
- Google Cloud Computing Foundation, 07/2022, 08/2022
- Introduction to Change Management, 07/2022, 08/2022
- Leadership Skills for Beginners, 07/2022, 07/2022
- Project Management (diploma), 06/2022, 08/2022
Timeline
Remote Product Support Technician
General Devices
01.2022 - Current
Remote
Talento / Nearside
01.2022 - 09.2022
Application Analyst – RSL Support
Heart to Heart Hospice (Addison Group)
03.2018 - 05.2020
Service Desk and Desktop Support Engineer
Baylor Scott & White Medical Center at Frisco (USPI)
05.2014 - 03.2018
Technical Support Analyst
YOH / ACE Cash Express
09.2013 - 04.2014
Desktop Support Engineer (Level II/III)
IBM/CCI / Parkland Health & Human Services Hospital
07.2007 - 05.2012
Bachelor of Science - Information Technology with emphasis in CyberSecurity
Grand Canyon University
Project Management - diploma
My Computer Career
Some College (No Degree) - Google Cloud Computing Foundation
My Computer Career
Some College (No Degree) - Information Technology
My Computer Career
Some College (No Degree) - Leadership Skills for Beginners
My Computer Career
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