Toyer Cathey
Katy,Texas
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis, and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
18
18
years of professional experience
Work History
Desktop Specialist
Memorial Hermann Health Systems
11.2021 - Current
- Provide end user support for computer hardware, software, printers and network connectivity issues.
- excellent communication, interpersonal and customer service skills
- Identify , diagnose and resolved problems
- Followed all company policies and procedures to deliver quality work.
- utilize software tools to automate the installation of OS images and application software
- coordinate walk thoughts with vendors to determine cabling and other IS related needs
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- support hospital after hours via on call support
- maintain inventory of all computer devices and peripherals
- worked with programs such as infoblox and VDI
- Reports deployment of spare equipment and coordinate the repair of broken equipment when placed out of service
- Maintain accurate information and data regarding the end user issues withing the tracking system Service Now and update asset information when equipment is moved added or changed.
- Supported in troubleshooting remote users via Bomgar
- Provided assistance to a broad user base
- Experience with tools like VDI
- Collaborated with various teams to support customer needs
Desktop Support Technician
St Luke's Hospital (Contractor at F2Onsite)
08.2021 - 11.2021
- Worked on windows 10 mirgration.
- Reimage computers and deploy to new users.
- Perform basic troubleshooting and repair activities.
- Execute change management requests to include installing new PC equipment, providing end-user desk side support.
- Perform all assigned desk-side support activities. Adhere to all documented service operations policies and procedures
Whole Unit Repair Technician
CSAT Solutions
12.2019 - 04.2020
- Repair Lenovo laptop computers
- Disassemble laptops to replace parts as needed
- Conduct diagnosis of problems according to customer complaints
- Maintain repair parts inventory and place orders for additional parts needed
- Reinstall software programs or adjust settings on existing software to x machine malfunctions Run basic tests (mri and e-test)
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
- Tested components and systems to evaluate performance and identify concerns.
- Inspected equipment to identify areas of wear or causes of malfunctions.
IT Analyst
Gray, Reed & McGraw
03.2014 - 06.2016
- Over 4 years of experience as an IT Analyst working in a fast paced environment. Excellent communication, problem solving, and customer service skills. Reconfigured and set up user's computers and laptops via pix boot
Troubleshot printing issues (replaced, tested, and cleaned printers) - Set up email on mobile devices via maas360
- Decommissioned computers that were out of warranty using Active Kill Disk Resolved any technical support issues that arose with employees daily
- Troubleshot Microsoft office suite 2013, recreating user's local proles, and troubleshot any other legal based applications users used
- Responsible for shipped and received computer equipment to and from computer manufacturer.
- Used active directory to assist with resetting user's password and adding users to certain applications
- Worked in a Windows 7 environment Worked with ticking system Dell Kace
- Assisted users with connecting their computers to audio visual equipment Assisted with new user training, Meetings and conferences
Help Desk Technician
Hub International
01.2012 - 03.2014
- Maintained a high level of customer service in responding to inquiries from clients and colleagues
- Troubleshoot and resolve technical problems related to hardware, software, networks, and other IT systems inperson and over the phone
- Acted as rst point of contact for hub end users requiring support on applications, systems, computer and peripherals
- Administered and maintained user accounts, password resets\unlocks, email set up, and support
- Cellular Phone setup - connected Microsoft exchange on end users IPhone, IPad and Android phones
- Added users to Blackberry Administration service and troubleshot blackberry phone issues
- Provided insurance software support for Wintam, Imageright, and Sagitta
- Local support, including but not exclusive to setup and/or replacement of computer equipment, software installation
- Troubleshot printer issues installing network printers as well as local printers on end users computer remotely or locally
- Assisted peers with troubleshooting efforts
- Top 3 in overall quality assurance scoring high number in calls taken, tickets closed and quickly resolving issues while following company troubleshooting guidelines
- Traveled with company assisting in company acquisition (added user computers to company domain, created administrator password for workstations, set up printers with new IP addresses, and trained users on connecting to the Hub Citrix environment)
Technical Support Specialist
Hilton World wide
01.2006 - 10.2010
- Expertly resolved complex and escalated service requests received via telephone
- Supported end-users personal computer, network systems, connection of peripheral devices, hardware, and software related concerns
- Produced outstanding results performing as a level one/two support specialist for Hilton hotel high speed internet help desk
- Conveyed supported instructions regarding "how to" connect with high speed internet via
- Ethernet cable and/or wireless access points to hotel guest using multiple operating systems
- Worked as level two support checking and or troubleshooting hotel devices such as switches, routers, wireless access points, Ethernet ports, and modems and tut modems. Which lead to few calls holding and promptly resolving hotel guest internet issues
- Ensured guest internet connection concerns were resolved within a timely manner
- Directed and assisted end user in obtaining Ip addresses, changing Static IP Addresses, removing proxy settings and disabling rewalls.
- Served as point of reference to peers when their troubleshooting efforts do not obtain optimal results.
- Proficient in the use of Nomadix, a gateway used to monitor guest internet connections
- Used Remedy Helpdesk application to enter troubleshooting ticket and use other troubleshooting ticket as reference or a knowledgebase
Education
BS in Computer Science - Computer Science
Lane College
05.2004
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Technical support expertise
- Ticketing system proficiency
- Backup and Restore
- Remote Desktop Support
- Operating System Knowledge
- Software Installation
- Network Connectivity
- Wireless Networking
- Application support
Timeline
Desktop Specialist
Memorial Hermann Health Systems
11.2021 - Current
Desktop Support Technician
St Luke's Hospital (Contractor at F2Onsite)
08.2021 - 11.2021
Whole Unit Repair Technician
CSAT Solutions
12.2019 - 04.2020
IT Analyst
Gray, Reed & McGraw
03.2014 - 06.2016
Help Desk Technician
Hub International
01.2012 - 03.2014
Technical Support Specialist
Hilton World wide
01.2006 - 10.2010
BS in Computer Science - Computer Science
Lane College
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