Michelle Reeves 4203 Fox Glen DriveMichelleReeves95@hotmail.com Balch Springs, TX 75180214-402-5411

Computer SkillsSecurity: Sophos Encryption, Microsoft Forefront, Trend Micro Office Scan Client, CompuTrace, McAfee Software: Remote Desktop, GoToAssist, Electronic Software Distribution configurations, Java. Installation and configuration Windows XP/7/8/10, Microsoft Office 2007-2013, MS-Outlook, Internet Explorer, Google Chrome, FireFox, MS Lync, Active Directory, SCCM – SMS, Virtual Desktop Director, myID. Remote VPN/SecureAuth/HiTrust :Setup, Administration, and configuration. Superior command of word processing applications (MS Word). Crystal Reporting, SQL reporting. Email applications MS Outlook, Outlook Web Access including mailbox size increases through MS Management Console, distributed time entry programs (Optilink, e-Time), spreadsheet and presentation applications (MS Excel/MS PowerPoint), and remote communications applications/security (Citrix/Secure ID).Hardware: PC hardware desktop/laptop installation, upgrades, images. DVD, CD-ROM, USB, Data Backups, Modems, NIC, Video Cards, Local and Network Printers, Scanners Languages: Java Script / HTML / MS-DOS / UNIX

Experience

NTT Data (Formerly Dell Services May 2014 to PresentEnterprise Tech Support Sr. Analyst – Tenet Health Care Account

Ambulatory Service Desk and Depot Subject Matter Expert and escalation for all ambulatory service desk processes. Participate in candidate interviews. Provide all employee training and retraining. Quality assurance including survey follow-ups with customers for Service Desk and Ambulatory

Application support groups. Troubleshooting Microsoft Office 2007/2010/2013 suite, for example Installation Errors, Macros In Word and Excel, Add-ins, MS Outlook Client and Outlook Web Access.

Experience supporting Mac OS, iPod, iPhone and iPad by configuring remote secure connection/VPN, Citrix, and Microsoft Exchange Server.

Single Sign-on Setup Assist with MDM Airwatch email security and setup. Remote access applications Citrix, Remote Desktop, GoToAssist. Created and closed out tickets on a day to day basis using OPAS Remedy. Participate in application and new location go-lives including supporting new hardware, software,

and applications. Experience with VPN connectivity and troubleshooting / working from home including accessing

onsite computers remotely and connecting to network drives. Train end users in utilizing all necessary hardware, software, and applications by individual or

group training. Make recommendations on decommissions, updates, and upgrades. SQL and Crystal Reports to track metrics and issues to determine need for staffing, upgrading

software/hardware, or implementing new applications to become more cost and time efficient. Tickets are followed from start to finish to ensure resolution and customer satisfaction. Support users by majority inbound calls and email tickets. Call Center environment using Cisco VoIP including Cisco Agent Desktop and Cisco Supervisor

Desktop. Supporting internal/external users for Tenet Health account. Individual and group projects.

Michelle Reeves

Customer service focused and detailed oriented. Ability to work in a fast paced, ever changing environment.

Dell May 2014 to PresentEnterprise Tech Support Sr. Analyst – Tenet Health Care Account

Ambulatory Service Desk and Depot Subject Matter Expert and escalation for all ambulatory service desk processes. Participate in candidate interviews. Provide all employee training and retraining. Quality assurance including survey follow-ups with customers for Service Desk and Ambulatory

Application support groups. Troubleshooting Microsoft Office 2007/2010/2013 suite, for example Installation Errors, Macros In Word and Excel, Add-ins, MS Outlook Client and Outlook Web Access.

Experience supporting Mac OS, iPod, iPhone and iPad by configuring remote secure connection/VPN, Citrix, and Microsoft Exchange Server.

Single Sign-on Setup Assist with MDM Airwatch email security and setup. Remote access applications Citrix, Remote Desktop, GoToAssist. Created and closed out tickets on a day to day basis using OPAS Remedy. Participate in application and new location go-lives including supporting new hardware, software,

and applications. Experience with VPN connectivity and troubleshooting / working from home including accessing

onsite computers remotely and connecting to network drives. Train end users in utilizing all necessary hardware, software, and applications by individual or

group training. Make recommendations on decommissions, updates, and upgrades. SQL and Crystal Reports to track metrics and issues to determine need for staffing, upgrading

software/hardware, or implementing new applications to become more cost and time efficient. Tickets are followed from start to finish to ensure resolution and customer satisfaction. Support users by majority inbound calls and email tickets. Call Center environment using Cisco VoIP including Cisco Agent Desktop and Cisco Supervisor

Desktop. Supporting internal/external users for Tenet Health account. Individual and group projects. Customer service focused and detailed oriented. Ability to work in a fast paced, ever changing environment.

Baylor Scott & White Health May 2009 to April 2014Help Desk Analyst II

Provide lead support and help manage a team of 6 on a continual basis. Conduct one-on-one and/or group training and IT orientation for new employees and retraining

for seasonal employees. Use/support e-Time and Optilink for staff scheduling and time.

Troubleshooting Microsoft Office 2007 & 2010 suite, for example Installation Errors, Macros in

Word and Excel, Add-ins, MS Outlook Client and Outlook Web Access. Public folder additions. Mailbox size increases utilizing Microsoft Management Console. Experience supporting Mac OS, iPod, iPhone and iPad by configuring remote secure

connection/VPN, Citrix, and Microsoft Exchange Server.

Michelle Reeves

Create user accounts, change passwords and make sure that they are in the correct OU in Active Directory. Add domain groups for network share permissions as well as server rights. Add computer to domain, add/troubleshoot printers including clearing queues through Active Directory.

Setup/backup Blackberry Accounts and Handhelds (9900, 9800, 9700 9300) via Blackberry Exchange Server and make sure that every handheld has RSA SecureID loaded on the device.

Remote access applications Citrix, HiTrust, SecureAuth. Created and closed out tickets on a day to day basis using HEAT. Participate in application and new location go-lives including supporting new hardware, software,

and applications. Experience with VPN connectivity and troubleshooting / working from home including accessing

onsite computers remotely and connecting to network drives. Train end users in utilizing all necessary hardware, software, and applications by individual or

group training. Make recommendations on decommissions, updates, and upgrades. SQL and Crystal Reports to track metrics and issues to determine need for staffing, upgrading

software/hardware, or implementing new applications to become more cost and time efficient. Quality Assurance reporting and employee reviews. First point of escalation after initial troubleshooting has been performed. Tickets are followed from start to finish to ensure resolution and customer satisfaction. Equotes for new equipment and software using Lawson. Support users by majority inbound calls and email tickets. Call Center environment using ACD phone system and IPCM/Front Range. Supporting over 30,000 internal/external users. Individual and group projects. Customer service focused and detailed oriented. Ability to work in a fast paced, ever changing environment.

Baylor Health Care System November 2004 to May 2009Help Desk Analyst I

Use/support e-Time and Optilink for staff scheduling and time. Troubleshooting Microsoft Office 2007 & 2010 suite, for example Installation Errors, Macros in

Word and Excel, Add-ins, MS Outlook Client and Outlook Web Access. Public folder additionsand mailbox increases.

Experience supporting Mac OS, iPod, iPhone and iPad by configuring remote secure connection/VPN, Citrix, and Microsoft Exchange Server.

Create user accounts, change passwords and make sure that they are in the correct OU in Active Directory. Add domain groups for network share permissions as well as server rights. Add computer to domain, add/troubleshoot printers including clearing queues through Active Directory.

Setup/backup Blackberry Accounts and Handhelds (9900, 9800, 9700 9300) via Blackberry Exchange Server and make sure that every handheld has RSA SecureID loaded on the device.

Remote access applications Citrix, HiTrust, SecureAuth. Created and closed out tickets on a day to day basis using HEAT. Participate in application and new location go-lives including supporting new hardware, software,

and applications. Experience with VPN connectivity and troubleshooting / working from home including accessing

onsite computers remotely and connecting to network drives. Train end users in utilizing all necessary hardware, software, and applications by individual or

group training.

Michelle Reeves

Make recommendations on decommissions, updates, and upgrades. SQL and Crystal Reports to track metrics and issues to determine need for staffing, upgrading

software/hardware, or implementing new applications to become more cost and time efficient. Quality Assurance reporting and employee reviews. First point of escalation after initial troubleshooting has been performed. Tickets are followed from start to finish to ensure resolution and customer satisfaction. Equotes for new equipment and software using Lawson. Support users by majority inbound calls and email tickets. Call Center environment ACD phone system and IPCM/Front Range. Supporting over 30,000 internal/external users. Individual and group projects. Customer service focused and detailed oriented. Ability to work in a fast paced, ever changing environment.

Baylor Health Care System February 2007 to March 2008PBX Operator II

Inbound calls supporting several locations in a call center environment. On call schedules for administrators, physicians, medical code paging group, answering services. Answered for Help Desk after hours to provide end user support. Answering medical code calls, physician answering services, main operator calls for patient and

staff. Updating departmental information in Xtend/MediCall. Responsible for handling/delivering confidential information to correct parties.

Baylor Health Care System January 2004 to February 2007PBX Operator I

Inbound calls supporting several locations in a call center environment. On call schedules for administrators, physicians, medical code paging group, answering services. Answered for Help Desk after hours to provide end user support. Answering medical code calls, physician answering services, main operator calls for patient and

staff. Updating departmental information in Xtend/MediCall. Responsible for handling/delivering confidential information to correct parties.

Education

Masters in Information Systems 2018University of Phoenix, Cedar Hill, TXMajor: Information Technology/Information Systems

Bachelors of Science in Information Technology 2016University of Phoenix, Cedar Hill, TXMajor: Information Technology and Information Systems Security

Associates of Arts in Information Technology 2014University of Phoenix, Cedar Hill, TXMajor: Information Technology and Networking

Advanced Medical Office Specialist Certification 2004Bill J. Priest Institute, Dallas, TX

Michelle Reeves

Major: Medical Front Office

Professional Accomplishments

Service Recognition Award 2014

ITIL Foundation 2014 SDLC Project Management

HDI Desktop Support Technician Certification 2011 Troubleshooting inbound/outbound customer calls in a timely manner Quality Customer Service Maintaining good queue metrics

Service Excellence Award 2009

HDI Analyst Certification 2008 Troubleshooting inbound/outbound customer calls in a timely manner Quality Customer Service Maintaining good queue metrics

MCDST for XP Certification 2008 Troubleshooting Windows and Microsoft environments Troubleshooting Hardware issues