IT Service Desk Specialist
Detail-oriented and technically proficient professional with a strong background in health information technology and computer software technology. Experienced in delivering user-centric technical support, developing AI-driven solutions, and managing complex IT systems in healthcare settings. Skilled in collaborating across teams to enhance user experience and maintain critical information systems.
Download Btn2019 - 2022
University of Arizona Global Campus
Coursework: Project Management, Network Design and Implementation, Software Requirements & Analysis, Web design (PHP, SQL)
2015 - 2018
Bronx Community College
Coursework: Database Management, Programming Visual Basic, Web Design, C++
2024
2023
Relevant Coursework:IT Implementation, Leadership, Information Architecture, Clinical Decision Support, Healthcare Interoperability, Security & Privacy, Project Management, Software Design & Analysis
2024 - current
IT Service Desk
Provided first-line technical support to end-users, troubleshooting and resolving issues related to Epic EMR system, Microsoft 365 applications, and mobile device MFA
Performed AD password resets and account unlocks, ensuring timely resolution of user access issues
Escalated complex technical problems to appropriate IT teams, providing detailed documentation and analysis to facilitate efficient resolution
Contributed to the improvement of the IT knowledge base by researching and updating communications and information repositories
2022 - 2024
Service Desk for Human Resource Learning Management Systems
Provide comprehensive technical support for over 30k users accessing Learning Management System, resolving issues efficiently via phone and email to enhance user satisfaction
Proficient in using tools like SQL, Python (Pandas, NumPy) for data analysis, cleaning, and visualization.
Utilize SCCM Remote Control and Microsoft Teams to diagnose and troubleshoot technical problems, ensuring clear communication and delivering solutions that meet user needs
2016 - 2022
Desk Officer
Leverage advanced technological solutions, Electronic Health Records (EHR) systems, to ensure security and confidentiality of patient information while managing a dynamic and high-pressure environment
Connecticut, USA
Lancesar24@gmail.com