Summary
Overview
Work History
Education
Skills
Websites
Certification
Additional Information
Timeline
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Nicholas Jones

Charlotte,NC

Summary

Friendly EHR Help Desk/IT Technician with 5 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Overview

6
6
years of professional experience
1
1
Certification

Work History

EHR Help Desk/IT Technician

Element By Arkhe
01.2024 - Current
  • Streamlined IT support processes, resulting in increased productivity.
  • Participated in planning sessions for IT projects, contributing technical expertise to ensure successful project outcomes.
  • Completed detailed reporting on work activities, providing management with insights into IT operations and opportunities for improvement.
  • Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
  • Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
  • Maintained office PCs, networks and mobile devices.
  • Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
  • Generated reports to track performance and analyze trends.
  • Created user accounts and assigned permissions.
  • Design reports for multiple organizations using Connect Exchange with SQL programming language.

Medical Assistant/ Technical Support

Sanger Heart and Vascular
10.2018 - 12.2023
  • Provide first-level technical support to end-users through various channels (phone, email, chat) to resolve hardware and software issues promptly and efficiently between 2 clinical offices.
  • Diagnose and troubleshoot problems related to desktops, laptops, printers, mobile devices, and software applications, ensuring minimal downtime
  • Collaborate with cross-functional teams to escalate and resolve complex technical issues, maintaining high level of customer satisfaction
  • Manage and prioritize incoming support requests using ticketing system, ensuring timely resolution and documentation of all incidents
  • Assist in setup, configuration, and deployment of hardware and software for new employees, ensuring smooth onboarding process
  • Conduct remote and on-site support as needed, including hardware replacement and software installation which overall increases productivity
  • Create and maintain documentation, knowledge base articles, and FAQs to facilitate self-help solutions for end-users
  • Train end-users on basic IT procedures and best practices to prevent recurring issues and enhance their technical skills
  • Assist in management of IT assets and inventory, including procurement and disposal processes
  • Participate in periodic system upgrades and maintenance to ensure secure and efficient IT environment
  • Stay up to date with industry trends and emerging technologies to provide informed support and recommendations.

Education

Associate of Applied Science - Information Technology and Networking

DeVry University
Downers Grove, IL
07.2023

Skills

  • Technical Troubleshooting
  • Customer Service
  • Hardware and Software Support
  • Ticketing Systems
  • Remote Desktop Support
  • Active Directory Management
  • Network Connectivity
  • Hardware Procurement
  • Documentation and Knowledge Management
  • Communication and Interpersonal Skills
  • Technical Support Triage
  • Microsoft 365 Expertise

Certification

Programming Essentials - 2022

DeVry University



Additional Information

Navy Veteran - Honorable discharge 2014

Timeline

EHR Help Desk/IT Technician

Element By Arkhe
01.2024 - Current

Medical Assistant/ Technical Support

Sanger Heart and Vascular
10.2018 - 12.2023

Associate of Applied Science - Information Technology and Networking

DeVry University

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