EXPERIENCE

Prime Healthcare, Ontario, CA - Incident Response Lead

MARCH 2021 - PRESENT

Engaged relevant teams and coordinated conference calls during major outages. Sent mass communication regarding application downtimes and updates to both technical and non-technical users using appropriate wording. Trained new help desk employees and assisted with desktop equipment setup.

Prime Healthcare, Ontario, CA - IT Support Spec. II

SEPTEMBER 2020 - MARCH 2021

Resolved issues which required escalation from level 1 help desk technicians. Reached out to end-users in order to verify issue resolution. Created documentation and instructions on resolving specific IT-related issues.

Prime Healthcare, Ontario, CA - IT Support Spec. I

MARCH 2019 - SEPTEMBER 2020

Provided assistance for hospital staff across the nation, troubleshot all issues which could be resolved remotely using tools like RDP and Active Directory, and ensured everything was carefully documented.

EDUCATION

University of California, Santa Barbara -B.A.

SEPTEMBER 2014 - MARCH 2018

Bachelor of Arts of Philosophy, with emphasis on Ethics and Public Policy. A large portion of the coursework involved critical thinking and expository writing. Elective math and physics courses were also taken.

CERTIFICATIONS

CompTIA A+ 900 series, completed February 2019.

SKILLS

Windows installation and troubleshooting.

Microsoft Office.

IT ticketing systems and procedures.
Active Directory.
Oral and written communication methods.
Intermediate PowerShell.