IT Support Analysts 1
Queens Medical Center
1000 Bishop St # 1200, Honolulu, HI 96813
Phone number: (808) 691-4357
Supervisors: Nathan chang, Scott Mellon
-Assisting with Nurses and doctors to provide troubleshoot support remotely and over the phone. Created tickets based on user problems and escalation procedures. if the issue has to be escalated to a severity of tier 2 or 1, a bridge line will be opened and I will be in charge of managing the call making sure the appropriate teams, users and vendors are present while the issue is troubleshooted. Managed tickets using SLA guidelines.
-Provide password resets for various applications either through Active directory or through the applications themselves: Carelink, Sovera, Peoplesoft/myinfo, Direct biller, Pacs Mckesson and CPacs, Imprivata Single Signon, Kronos.
-Provide VPN set up/support for Cisco VPN, carelink remote, queens connect, cisco any connect. Provide troubleshooting support for the applications that provides a 2 step authentication for vpn access such as: Citrix, Symantec VIP, ActiveSync, SecureID, Tokens.
-Filled out and managed Service requests, which are forms that users can fill out when requesting a service that either the help desk or other departments would for fill. Some examples would be share drive access after approval from data guardians, creating new users, access to applications, access for vpn, custom set ups for applications, access to the wireless network, etc.
-In charge of making sure the on call paging schedule on sharepoint was up to date to ensure that if an issue had to be escalated, the correct people were paged/called.
-Created new users within Active directory and ensured that they were added to the proper groups after approval process. Also created user mailboxes through exchange
-Added/removed users from Distribution email lists as requested from managers
-Manage groups of individuals and divided workload among piers, Being a team leader and a team player and guided group to ensure that daily tasks were done and completed