Ward Devins
Tampa,US
Summary
Seasoned IT professional with a robust background at Fresenius Medical Care, adept in Microsoft Office 365 and project management. Excelled in enhancing system stability by over 30%, leveraging analytical thinking and technical support skills. Proven track record in improving user satisfaction through innovative remote support strategies and effective staff training.
Overview
24
24
years of professional experience
Work History
IT SUPPORT SPECIALIST
Fresenius Medical Care
St. Petersburg, FL
01.2019 - Current
- Managed Office 365, Teams, and Citrix installations, ensuring seamless software integration
- Streamlined remote support using Bomgar, cutting resolution times and boosting user satisfaction in distributed environments
- Implemented proactive maintenance strategies for critical applications, dramatically improving system stability and minimizing downtime
- Optimized new hire onboarding through efficient Active Directory setup, accelerating productivity and ensuring smooth integration into the organization
FIELD AUTOMATION ANALYST
Centuri Construction Group
Tucson, AZ
01.2015 - 01.2018
- Provided technical support for 1500+ users in Arizona and Utah
- Provisioned IPADs, IPHONEs with applications using AirWatch
- Managed projects using analytical thinking and writing requirements
- Provided network support using switches, hubs and Verizon Jetpacks
- Trained staff on IPADS, IPHONES, and applications Microsoft Office 365, Success Factors, SAP, Concur, and Fluix App
- Software Analyst for Q&A testing of development of applications to increase workflow and production
CLIENT SUPPORT TECH II
Banner University Medical Center
Tucson, AZ
01.2012 - 01.2015
- Provided technical support for 1500+ users with Microsoft Windows XP and 7
- Responded to service requests using helpdesk ticketing system Heat resolving and troubleshooting issues on call
- Created new user accounts using active directory and Altiris Deployment Console
- Managed project of building 80 workstations for Radiology and Cardiology departments
DESKTOP SUPPORT TECH I
Pima County Superior Court
Tucson, AZ
01.2001 - 01.2012
- Provide technical support for 1000+ users with Microsoft Windows XP, Windows 7, and Windows 2000
- Create new user accounts using active directory
- Technical Support for audio visual conference rooms using Polycomm and For the Record Technology
- Managed project building 60 workstations for digital recording of courtrooms to implement For the Record software and microphones
Education
Electronic Technology -
Technical Careers Institute
Windsor, CT10.1983
Skills
- Windows 10
- Active Directory
- Microsoft Office 365
- Helpdesk
- Network Support
- Server Maintenance
- Project Management
- Mobile Device Management
- Software Testing
- Audio Visual Support
- Network diagnostics
- Desktop support
- Hardware diagnostics
- Videoconferencing
- Software diagnosis
- Call recordkeeping
- User credential management
- Service support
- Application support
- Antivirus software
- Mac systems
- Incident tracking
- Technical support
- Performance testing
- Software installation
- Decision-making
- Support case resolution
- Call tracking
- User support
- Ticket management
- Linksys
- LAN/WAN
- Network configuration
- Information protection
- Remote support
- Analytical thinking
- Technical documents comprehension
- Staff education and training
- Technical issues analysis
- Issue escalation
- TCP/IP
- Customer service
- Microsoft outlook
- Hardware troubleshooting
- Call center operations
- Verbal and written communication
- Product knowledge
- Issue troubleshooting
- Systems analysis
- Hardware and peripherals
- Operating systems
- Business development
- Appointment scheduling
- User guidance
- Product troubleshooting
- Hardware upgrades
- System diagnostics
- Access issue resolution
- Account updating
- Technical troubleshooting
Hobbies and Interests
Love to travel
Timeline
IT SUPPORT SPECIALIST
Fresenius Medical Care
01.2019 - Current
FIELD AUTOMATION ANALYST
Centuri Construction Group
01.2015 - 01.2018
CLIENT SUPPORT TECH II
Banner University Medical Center
01.2012 - 01.2015
DESKTOP SUPPORT TECH I
Pima County Superior Court
01.2001 - 01.2012
Electronic Technology -
Technical Careers Institute
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