Toby J. Kliebert
Baton Rouge,LA
Summary
Almost two decades of working in local and remote help desk support in a healthcare setting. Well versed in Microsoft Office and various EMR applications. Local support including PC, printer, scanner and mobile device troubleshooting and repair.
Three years as Supervisor of PBX operators. Duties included making schedules, payroll, interviewing and hiring new employees.
Volunteered to work most holidays and weekends. Versatile IT Analyst, skilled in handling data, technical issues, and customer support tasks in a remote environment. Self-motivated and customer-oriented with great interpersonal and problem-solving abilities.
Overview
19
19
years of professional experience
Work History
Desk Support Analyst II
The NeuroMedical Center Clinic
03.2022 - Current
- Answering, solving, and logging all IT support calls, emails and tickets
- Microsoft Office issues, MFA implementation, computer repair, printing issues, fax machine issues, EMR issues.
- Used various MS Office applications to create detailed procedures and documentation for new software applications and hardware.
- Assisted over 300 clients daily by gaining remote access to computers and manipulating applications.
- Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
- Created and managed user accounts and assigned permissions.
- Proven ability to learn quickly and adapt to new situations.
Help Desk Analyst II
Franciscan Missionaries of Our Lady Health
12.2011 - 02.2022
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Provided Tier 2 IT support to non-technical internal users through remote support services.
- Installed, modified, and repaired software and hardware.
- Managed up to 50 calls and issues for review queued in Footprints ticketing system daily.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as MS Office, Epic and Citrix.
- Managed software and system permissions for employees using AD, Azure, and Cisco Call Manager.
- Prepared documents for users by writing clear operating instructions.
Client Services Analyst
Thibodaux Regional Medical Center
Thibodaux, LA 70301
02.2004 - 12.2011
- Knowledge of Cisco applications: Jabber, Finesse, CUCM, IP phone registration and mobility
- Provides support to users by troubleshooting, diagnosing and resolving issues and work requests in accordance with service level agreements
- Support includes issues relating to system access, hardware, application software, and basic network communication issues
- Communicated with vendors regarding backorder availability, future inventory, and special orders.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Loaded software, granted permissions, and configured hardware
Education
Associate of Arts & Sciences Diploma - undefined
Nicholls State University
1998
Skills
- Issue and Resolution Tracking
- Hardware and Software Support
- Training Material Development, Technical Writing
- Troubleshooting Network Issues, Command Prompt Commands
- Analytical and Methodical
- Google Workspace (G Suite)
- Remote Support, Imprivata, SSO
- Software Release and Rollout
- Microsoft Windows and Office
- User Account Provisioning, AD, Azure
- Organization, Documentation, Presentation
- SQL, Spreadsheets, Inventory Maintenance
- Citrix Workspace, Gateway, Jabber
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Desk Support Analyst II
The NeuroMedical Center Clinic
03.2022 - Current
Help Desk Analyst II
Franciscan Missionaries of Our Lady Health
12.2011 - 02.2022
Client Services Analyst
Thibodaux Regional Medical Center
02.2004 - 12.2011
Associate of Arts & Sciences Diploma - undefined
Nicholls State University
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