Instillation configuration and troubleshooting
Neatra Moore
Customer Technical Support Specialist I
San Marcos,CA
Summary
Skilled technical, and professional with experience in STERIS solutions. Strong Subject Matter expert that demonstrates excellent high-quality technical support. Excellent at troubleshooting, problem-solving, and delivering effective solutions. Proficient emphasis on team collaboration, and adaptability to gain customer confidence. Known for effective team collaboration, and reliability in dynamic environments.
Overview
15
15
years of professional experience
4
4
year of post-secondary education
Work History
Customer Technical Support Specialist I
Not available at this time
05.2023 - Current
- Provide front-line support to clinical and technical users via telephone, chat, and e-mail.
- Remote access by RDP to workstations databases and servers as needed.
- Provide round-the-clock technical support on a rotating schedule.
- Design custom reports/queries in SQL Server and proprietary software.
- Troubleshoot issues, identify root causes and provide solutions.
- Help Customer hospital sterile processing department staff identify, and their IT team identify, solve network issues, and problems related to workstation and server hardware or software affecting software performance
- Assist Customers in understanding functionality of Sterile Processing Management Software program
- Partners with customers to develop relationships and an understanding of business needs, goals, and objectives
- Document activity and interactions with Customer support issues in Salesforce-via Genesys integrated phone system.
- Technical understanding of networking, internet, and databases.
- Utilize Go To Meeting, TEAMS, Zoom, Webex, Fast support or Go To Assist platforms for remotely accessing workstations to identify and solve support call requests for technical support.
- Excellent written and verbal communication skills, customer service skills, troubleshooting and problem-solving skills.
- Adhere to HIPPA guidelines.
Computer User Support Specialist – Government Contractor
Not available at this time
05.2022 - 03.2023
- Provide technical instructional Tier 0/1 services and escalate to Tier 2/3 support staff when appropriate.
- Create and/or edit knowledge documentation articles and scripts.
- Troubleshoot by providing root cause analysis and escalation of bug fixes to appropriate Tier 2/Tier 3
- Ability to interact at all levels of management internally, and with customers and other vendors supporting FCC
- Provide consultation and technical support to customers about the FCC intended purposes for submitting challenges to the FCC Map
- Analyze and utilize problem-solving skills to provide a proper resolution to tickets during the lifecycle.
- Utilize Teams, and Google Spaces chat for internal communication
- Promptly and accurately research customers issue by outlining steps needed to document in FCC Zendesk ticketing system
- Exercise flexibility to multi-task and complete projects promptly
- Exceptional written and verbal communication skills with friendly, patient, and professional phone demeanor
IT Support Engineer Tier II-Fulltime Remote
Not available at this time
10.2021 - 06.2022
- Provide tier-2 support of application incidents reported through the help desk for a 24/7 operation
- Perform password resets, whitelisting of IP addresses, troubleshoot HL7 report errors, and server maintenance for a Teleradiology Medical group
- Answer incoming and make outbound calls with 3CXsoftphone system
- Create and Resolve application incidents in JIRA/Freshdesk ticketing system above 100% accuracy
- Active participation with the PACS vendor applications to successfully process Radiology reports
- Work with the HL7 protocol, Mirth, and DICOM formats for Radiology images using SQL programming language daily
- Coordinate application support with other information technology teams including Infrastructure, Development, and Client Operations
- Troubleshooting of MS Windows 10 Operating Systems, Utilize MS Server 2012, and act as an admin for O365, Cisco AnyConnect and Cisco VPN installations.
- Ability to adhere to project deadlines and practice HIPPA guidelines
- Ability to attain world class customer service to Vendors to enhance the overall customer experience
IT Help Desk Support Technician-Full-time
Not available at this time
07.2021 - 10.2021
- Followed the procedures of the Spiceworks ticketing Systems for opening, closing, resolving, and escalating ticket requests
- Talking to staff or clients through a series of actions, either face-to-face or over the iPhone, and on MS Teams site to resolve issues
- Troubleshooting of MS Windows 10 Operating Systems, Utilize Server 2012
- Imaging, Onboarding, Offboarding of Dell and MS Surface laptops, and iPhones
- Interpersonal skills required to interact successfully with end users and third parties as well as fellow team members
- Networking, LAN, Peripherals and Desktop Support Services
Site Service Engineer- Contractor
Not available at this time
06.2020 - 02.2021
- Talking to staff or clients through a series of actions, either face-to-face or over the telephone, and on site to help set up new workstations or resolve issues
- Supporting Zoom and Zoom rooms, Web Ex, MS Teams, Office 365, and Microsoft Exchange
- Deployment/troubleshooting of Phones (desk, mobiles, Cisco Wireless Devices, Conference), Troubleshooting systems, diagnosing, and solving hardware or software
- Excellent knowledge of Microsoft Operating Systems, both Workstation and Server versions
- Support O365 as an administrator, Utilizing Active Directory (set up domains, work with domain controllers, print servers, assign security groups, Control network resources, reset passwords. and access rights, locate accounts that are locked or deactivated). Apply SSO, certificate services, group policy, and authentication.
- Interpersonal skills required to interact successfully with end users and third parties as well as fellow team members
- Demonstrable ability to think logically and creatively while applying sound judgment
Technical Service Technician- Full-time
Not available at this time
04.2019 - 06.2020
- Monitor printer systems and connect them to the network by DNS, VLAN and identify performance issues reactively
- Works within strict SLA time scales and elevates incidents within defined time windows
- Prioritize and triage tickets to ensure high priority issues are addressed as quickly as possible
- Performed Break/Fix Process on Printers and Copiers
- People skills, telephony skills, communication skills, active listening, and customer care
- Responds to customer support with first call resolution by phone, in person or e-mail
- Basic understanding of electronic hardware (computers, printers, copiers, servers, monitors)
- Address common queries from medical staff about services, products, technology, and customer relations
- Administer domain names for printers add new ones, and renew in a timely manner’s’ experience
VoIP Technician- Contractor
Not available at this time
11.2018 - 03.2019
- Maintain an accurate and organized inventory of parts.
- Test and evaluate systems/devices to eliminate problems and make improvements.
- Repair, install, configure, and maintain Avaya VOIP telecommunication systems
- Provided customer service, technical assistance, and support in an enterprise environment to customers in face-to-face communication, and by phone
Education
No Degree - Cloud Academy AWS-Associate Program
San Diego Community College District
San Diego, CA 01.2025 - Current
Certificate - Cybersecurity Bootcamp
UCSD Extended Studies
San Diego, CA06.2023
B.S. - Information Technology
University of Phoenix
San Diego, CA04.2017
Skills
- Over two decades of extensive experience in diverse roles within healthcare clinical and professional environments
- Provided support for windows 10 migration, software office 365 and hardware support of Microsoft surface
- Manages support inquiries via multiple channels
- Basic understanding of IP addressing, subnets, DNS, file/folder mapping, share drives & network printer configuration
- Proficient in installing Windows 7, 10, and 11
- Expertise in delivering exceptional customer service
- Proficient in help desk support
- Understanding of Windows Networking, Active Directory, Azure, Intune, MFA, Group Policies, Cisco any connect and Cisco VPN installation
- Excellent critical thinking, time management, and problem-solving abilities
- Experience with call center soft phones such as Genysis, Avaya, Cisco Jabber, 8X8, 3CX and other proprietary systems
- Over 15 years of experience delivering on-site and remote technical support for networking technologies and workstations in medium to large organizations
- Experienced user with trouble ticketing system, triage, tracking and updating tickets in Service Now, Zendesk, Salesforce, Remedy and Spiceworks, and freshdesk
- Support IT system development
- Proficient in imaging with MDT, PXE, and SCCM
- Strong interpersonal communication abilities
- Ability to adhere to project deadlines and practice HIPPA guidelines
- Previous professional healthcare experience for over two decades as a certified nursing assistant, Phlebotomist, Bio- medical aide, hospital unit servicer coordinator II, medical billing insurance coder, and healthcare claims processor/Examiner
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Interests
Cooking
Sewing
Reading
Interior Design and Fashion
Quote
"No matter what happens, or how bad it seems today, life does go on, and it will be better tomorrow."
Maya Angelo
Timeline
No Degree - Cloud Academy AWS-Associate Program
San Diego Community College District
01.2025 - Current
Customer Technical Support Specialist I
Not available at this time
05.2023 - Current
Computer User Support Specialist – Government Contractor
Not available at this time
05.2022 - 03.2023
IT Support Engineer Tier II-Fulltime Remote
Not available at this time
10.2021 - 06.2022
IT Help Desk Support Technician-Full-time
Not available at this time
07.2021 - 10.2021
Site Service Engineer- Contractor
Not available at this time
06.2020 - 02.2021
Technical Service Technician- Full-time
Not available at this time
04.2019 - 06.2020
VoIP Technician- Contractor
Not available at this time
11.2018 - 03.2019
Certificate - Cybersecurity Bootcamp
UCSD Extended Studies
B.S. - Information Technology
University of Phoenix
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