PROFESSIONAL GOALS:

Skilled Technology Professional with 10+ years in Computer Information Systems including seven years Network Support. Strong personal and customer service aptitude. Team-oriented with demonstrated leadership skills.

TECHNICAL QUALIFICATIONS:

Operating Systems	Windows XP, Vista and Windows 7,8 & 8.1, and 10
Software	MS Office 97-2013 products, MS Exchange, Citrix Metaframe client, Adobe Reader & Writer, and Symantec Norton Antivirus, AVG, Microsoft Escentials, Malware Bytes and additional company specific software such as SAP, RAS, JD Edwards Accounting software, QNXT, UMK2, Kronos Workforce Management, and Mobile devices (iPhones, Droids and RIM Blackberry software.) Visual Basic 3.0, 4.0, 5.0, JavaScript, Java, Desktop Streaming, Trackit ,Remedy & Bomgar Ticketing software, Symantec Endpoint Security
Hardware	PC’s, Laptops, Winterm thin clients, Blackberry RIM Wireless, HP & Xerox 4090 Networked Laser Printers. Mainframe 4381, AS/400, HP3000 & HP9000 Mainframe, Versatec 7000, and 8600 OCE
Services & Tools	MS SQL Server 6.5 Suite, MS Visio, MS Group Office, Active Directory

PROFESSIONAL EXPERIENCE

April 2012 – April 2016 Molina Healthcare

Service Tech 1

RESPONSIBILITIES:

Responds to Help Desk tickets and telephone call requests for technical support.
Creates, updates, and resolves all issues within the current issue tracking system.
Identifies and resolves technical issues and/or researches and recommends effective solutions.
Ensures a timely resolution an/or escalates non-resolvable issues to higher-level teams.
Installs, configures, and supports operating systems, enterprise business applications, and miscellaneous software applications.

· Configures, and supports desktops, laptops, virtual workstations, mobile phones, and miscellaneous devices.

Serves as the IT liaison to consultants, state and county staff, vendors, volunteers, and other health care professionals.
Provides remote technical assistance to end users.
Provides remote technical assistance to end users beyond regular business hours during an emergency or in support of special business projects and initiatives.
Adheres to departmental standards and ensures appropriate use of information systems.
Creates, monitors, and enforces policies and procedures.
Creates, distributes, and updates training guides and knowledge base solutions.
Evaluates, designs, and implements, new systems that increase productivity or enhance overall business operations.
Maintains patient confidentiality, complies with the Health Insurance Portability and Accountability Act (HIPAA), and secures all operational data.

HIGHLIGHTED ABILITIES/RESPONSIBILITIES:

· Excellent oral and written communication skills with a commitment toward customer service.

Experienced at Help Desk issue tracking systems for the assignment, delegation, and/or resolution of end-user issues.
Experienced at using centralized tools, and installing software packages.
Knowledge of Microsoft Windows and current Microsoft Office versions.
Experienced at resolving common Microsoft Outlook issues (e.g., calendar sharing, data migration, email rules, permissions).
Knowledge of Cisco network products and LAN/WAN hardware administration.
Experienced at troubleshooting Active Directory (AD), TCP/IP networks, and common PC applications.
Ability to assess and respond to urgent issues in a competent manor.
Ability to abide by Molina’s policies and procedures.
Ability to maintain attendance to support required quality and quantity of work.
Establishes and maintains positive and effective work relationships with co-workers, clients, members, providers, and customers.
Demonstrated desire toward learning new technologies and maintaining industry standards.
Desire toward learning Molina Healthcare’s technology, support policies, and methods.
Good organizational skills with the ability to prioritize multiple tasks
Highly motivated and the ability to work with minimal supervision.

· Strong analytical skills with the abilitiy to collaborate and solve problems.

2011-2012 T-mobile-Northwest Washington Campuses

Took care of T-Mobile Employees computing needs such as Software, Hardware and Network needs.

2008-Present Dale Scott & Sons Mobile Computer Repair

Focusing on Computing Hardware, Software and Network needs
Desktop Support Technician / IT Team

1999 – 2008 Snc-Lavalin CONSTRUCTORS inc., Bothell, WA

Desktop Support Technician

EDUCATION:

Network + Course, Northshore Community College, Lake Forest Park, WA
Dell Certified Systems Expert
A+ Certification Program, Shoreline Community College, Bothell, WA

*REFERENCES FURNISHED UPON REQUEST

Dale Scott's Resume

Monday, April 18, 2016