William Bluestein
Moyock,NC
Summary
IT professional with 22 years of experience, including 4 years in leadership roles at Sentara Health. Specializes in advanced troubleshooting and process optimization, leading to enhanced customer service and operational efficiency. Demonstrated success in fostering team collaboration and creating effective training programs. Proficient in ServiceNow incident management and managing vendor relationships to improve consumer satisfaction and ensure compliance.
Overview
25
25
years of professional experience
Work History
Lead IT Technical Support Specialist
Sentara Health
Virginia Beach, Virginia
02.2022 - Current
- Served as a liaison between the Help Desk and other Internal departments and the print vendor
- Facilitated development of processes that optimized operational efficiency.
- Collaborated with IT teams to resolve complex technical issues.
- Generated performance metrics reports using 3C logic, ServiceNow, and Observe AI to drive team improvements.
- Responsible for all Help Desk training. Worked to refine the Help Desk training program to enhance success of new hires, contingent workers, and current employees
- Implemented interdepartmental training initiatives that improved consumer experience and communication.
- Created and maintained internal documentation for Help Desk operations.
- Managed on-call duties, escalating issues to include P1 and P2 events and addressing day-to-day Help Desk concerns.
- Attended meetings and worked to improve customer satisfaction and process improvement with vendors by providing feedback and suggestions
- Assist with Go lives and other projects
- Ran lead on projects while adhering to Sentara policies and procedures and keeping management, staff and any key stakeholders up to date.
- Created a detailed process for the Help Desk to follow in order to assist the MyChart Team requiring minimal guidance from management
- Assist The Help Desk manager with various needs, offered suggestions for improvement, brought up not only potential concerns, but valid plans to address any concerns.
Technical Support Specialist II
Sentara Health
Virginia Beach, VA
04.2020 - 01.2022
- Delivered technical support for healthcare software and applications, resolving user issues efficiently.
- Documented troubleshooting processes to enhance knowledge base accuracy.
- Collaborated with IT teams to address consumer issues promptly.
- Managed P2 incidents, coordinating with support groups as necessary.
- Monitored call queues and initiated alerts for high call volumes.
- Assisted in training new employees and contractors on support protocols.
- Prepared daily call reports to inform staff of performance metrics.
- Contributed to Knowledge Base articles and maintained internal Help Desk documentation.
Technical Support Specialist I IT Help Desk
Sentara Health
Virginia Beach, VA
02.2017 - 04.2020
- Provided IT support to internal and external customers at Sentara.
- Troubleshot service tickets via phone, voicemail, or electronically with detailed documentation in ServiceNow.
- Resolved software and hardware issues, and assisted consumers in submitting requests when necessary.
- Monitored chat interactions to notice trends and accelerate resolutions.
- Exceeded defined departmental metrics.
Connectivity Specialist
ESI
Virginia Beach, VA
10.2013 - 01.2017
- Tested, installed, configured, and maintained Xerox, Konica, and HP devices on Sentara network.
- Collaborated with ITAM, Epic Technical, AR Management, EUS, and IDX support groups for device configuration.
- Troubleshot print issues from servers and workstations to ensure reliable service delivery.
- Supervised hardware and software upgrades, providing detailed reports to upper management.
- Trained technicians in system operations and troubleshooting techniques to enhance team capabilities.
- Managed toner conversion projects and installations, ensuring timely completion and stakeholder updates.
- Assisted with printer optimization projects while updating SDE and Service Now inventory records.
- Established strong customer relationships through effective communication to enhance satisfaction.
Senior Lead Technician
ESI
Virginia Beach, VA
09.2004 - 09.2013
- Installed and serviced Hasler/Neopost mailing systems, software, and document handling equipment.
- Trained customers on the operation and maintenance of mailing devices.
- Exceeded daily call targets by providing prompt remote support for issue resolution.
- Maintained an accurate inventory of car stock to ensure operational readiness.
- Conducted inspections to proactively identify equipment issues and prevent downtime.
- Led troubleshooting efforts for complex technical problems in systems and equipment.
- Developed training materials to aid new technicians in equipment maintenance procedures.
- Collaborated with government agencies on Smart Track installations utilizing SQL databases.
- Collaborated with vendors and engineers to solve complex issues.
Senior Sales Associate
Best Buy
Chesapeake, VA
09.2000 - 08.2004
- Achieved sales targets consistently, contributing to overall company growth.
- Trained new sales personnel on effective techniques and company standards.
- Managed inventory levels for optimal product availability.
- Executed cashier duties while ensuring accuracy and efficiency.
- Assisted customers with product selection and provided recommendations.
- Demonstrated product features to enhance customer experience.
- Conducted general cleaning to maintain a welcoming environment.
Education
Associate of Science - Computer Electronics Technology
ECPI University
Virginia Beach, VA01.2004
Skills
- Advanced troubleshooting of hardware and software
- ServiceNow Incident management
- Process improvement and optimization
- Training development and delivery
- Team collaboration and support
- Customer service excellence
- Microsoft Windows proficiency
- Microsoft Office suite expertise
- Active Directory administration
- Printer support and troubleshooting
- Organizational skills and efficiency
- Time management strategies
- Problem-solving techniques
- Help desk operations management
- Vendor relationship management
- Effective communication skills
- Documentation accuracy and compliance
Timeline
Lead IT Technical Support Specialist
Sentara Health
02.2022 - Current
Technical Support Specialist II
Sentara Health
04.2020 - 01.2022
Technical Support Specialist I IT Help Desk
Sentara Health
02.2017 - 04.2020
Connectivity Specialist
ESI
10.2013 - 01.2017
Senior Lead Technician
ESI
09.2004 - 09.2013
Senior Sales Associate
Best Buy
09.2000 - 08.2004
Associate of Science - Computer Electronics Technology
ECPI University