Susie Beasley
Alpharetta,GA
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
2025
2025
years of professional experience
Work History
Help Desk Support Specialist
Piedmont HealthCare
08.2021 - 11.2024
- Maintained detailed documentation of all help desk interactions for future reference and analysis.
- Collaborated with IT team members to identify trends in reported issues, leading to proactive solutions for recurring problems.
- Provided customer support and technical support to 25-30 customers daily.
- Resolved common user concerns by utilizing preset issue resolution scripts (KB) when applicable
- Utilized Remote Desktop support to increase efficiency in resolving user problems remotely
- Provided basic end-user troubleshooting and desktop support.
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Configuration, installation of various network devices such as printers and wireless devices.
Help Desk Analyst
Adapt Health
04.2021 - 07.2021
- Triaged incident tickets related to technical IT issues (ie; hardware, software issues, email) due to departmental workload management workflow
- Dispatched 300- 400 tickets daily via Remote Position (100%)
- Fresh Service Ticketing utilized
Desktop Support Technician
Ciox Healthcare
11.2019 - 10.2020
- Documented support interactions for future reference using Ticketing System
- Diagnosed Hardware & Software, VDI/ VMWare, Citrix, Remote VPN, HealthSource issue(s)
- Provided customer support and technical support to 25+ customers daily.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
War Room Analyst Support
Ciox Health
06.2018 - 11.2019
- 1st point of contact to CIOX Health employees, Partners, Operations Managers, RMO, field support, Transformation Managers regarding the rollout of New Software platform (Healthsource) replacing the old legacy systems ( ESL & Prism)
- Documented detail information in Ticketing system
- Managed approximately 30 incoming calls per day from customers
- Performed Software installation & Upgrades & Tray application issues
- Diagnosed and troubleshooted workflow issues with users related to tickets work queue processes that were stuck in various stages (ie; Fulfillment Transmission, Transmission errors.) Additional issues Page Miscount, Scanners, printing, Browser issues, Healthsource performance issues/ Latency, Healthsource Site Access & User Provisioning.
Technology Specialist
Parallon Business Solutions
12.2017 - 04.2018
- Delivered quality Helpdesk support to Parallon Business Solution employees (local & remote) by providing single point of contact to report IT issues or requests regarding Patient Account Services for Hardware & Software issues
- Provided technical support to 25 clients in average daily regarding Patient Account Services for Hardware and Software issues
- Applied PC computer imaging for(Windows 7 & 10 OS) for PCs being replaced, setup PCs for New Hire employees ,Installed Basic proprietary software, specialized software pushed from SCCM VPN software installed and tested and deployed to the client. Tested New Software & Hardware prior to deployment
Global Service Desk Analyst
Hexaware Technologies
04.2015 - 12.2017
- Processed New Hire On -Boarding documents submitted by HR (ie; Onboarding, Terminations, LOA) & Remote Access- VPN
- Provided company-wide first level technical support for all IT requests, which include 25+ calls daily contribute to team goals
- Documented data in detail into the Service Now Ticketing System
- Diagnosed & troubleshot IT Desktop issues (Hardware & Software)ie; configuration of Voip devices,Outlook, Active Directory administration, Mobile Devices, RSA Authentication, McAfee Drive Encryption authentication
- Kicked off the scheduled nightly IBM production cycle & weekend Jobs using the tn3270 Telnet client on the Jeppesen (Aerospace) Mainframe system. Also monitored for job failure, escalated to appropriate support groups when applicable
Dealer Technical Support
Hughes Telematics (Verizon Company)
10.2012 - 04.2014
- Supported Mercedes Benz Service Technicians & Sales Advisors at Mercedes Benz Dealerships throughout the US with (registration of MBRACE subscription) with Voice & Data communication
- Programmed & Activated vehicles with (GPS) Global Positioning Device with Mobile Directory Numbers (MDNs) housed on Verizon Wireless Network using the Technician computer and technician portals to configure/test device functionality as designed
- Contributed to team's goal of 25 calls per day
Hotel Systems Support Analyst
IHG-Intercontinental Hotels Group(Primus Staffing)
01.2011 - 06.2012
- The 1st point of contact-provided Tier 1 support for users of all designated Reservations & Hotel Systems products under the IHG umbrella. Via telephone, & emails in a (24x7) call center environment
- Facilitated the resolution of all hardware configuration: LAN/WAN networks, workstations, printers, servers, backup Drives, Switch, UPS , Modems, Equinox Edgeport equipment as well as proprietary software in use with the hotels using (TCP/IP) DHCP/DNS
- Active Directory administration, GBES/Blackberry activation/ RSA/VPN token activation/ Citrix
- Assigned duties
Technical Support Coordinator
Verizon Wireless
05.2010 - 08.2010
- Performed 2nd quarter remote testing using commands to ensure 800 toll free number(s) used for initial programming, location based services (dedicated support/emergency services)were activated and worked effectively via (Nortel & Lucent) switches housed on Verizon Wireless network
Education
Associate of Arts - Computer Networking
Robert Morris University
01-2000
Skills
Timeline
Help Desk Support Specialist
Piedmont HealthCare
08.2021 - 11.2024
Help Desk Analyst
Adapt Health
04.2021 - 07.2021
Desktop Support Technician
Ciox Healthcare
11.2019 - 10.2020
War Room Analyst Support
Ciox Health
06.2018 - 11.2019
Technology Specialist
Parallon Business Solutions
12.2017 - 04.2018
Global Service Desk Analyst
Hexaware Technologies
04.2015 - 12.2017
Dealer Technical Support
Hughes Telematics (Verizon Company)
10.2012 - 04.2014
Hotel Systems Support Analyst
IHG-Intercontinental Hotels Group(Primus Staffing)
01.2011 - 06.2012
Technical Support Coordinator
Verizon Wireless
05.2010 - 08.2010
Associate of Arts - Computer Networking
Robert Morris University
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