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Work Background
Axis CommunicationsTechnical Support Specialist - Tier2
Oct. 2021Chelmsford, Massachusetts, United States
PolyTechnical Support Specialist - Tier 2
May. 2013 - Oct. 2021Andover, Massachusetts, United StatesAudio/Video support specialist at Polycom, providing technical customer support for RealPresence Platform, HDX Platform, ITP (Immersive Telepresence such as RPX, OTX, Immersive Studio), Sound Structure Audio DSP. Specialties: RealPresence Platform, Universal Video Collaboration, Video Resource Management, Firewall Traversal & Security, Video Content Management, SoundStructure and Vortex products. • Interfaced with Polycom’s Certified Service Partners, external customers and internal sales and engineering teams with a full range of Polycom Products including Sound Structure, HDX, Group Series, VoIP and Immersive Telepresence.
• Troubleshot and resolved audio/video conferencing challenges by employing comprehensive problem analysis and customer service skills
• Gathered and reviewed log files, configuration, environmental information, and network topology data.
• Performed packet level data inspection via Wireshark to create solutions to customers’ real time video problems.
Cambridge Health AllianceHelpdesk Analyst II
Feb. 2012 - May. 2013Somerville MA• Responsible for adapting the helpdesk staff to the role of an Epic First-Call Support team. • Handled the triage of the various Epic tasks that come through the helpdesk by either Phone, Email or automated support ticket.
• In charge of alerting the helpdesk staff with any updates, policy changes etc… that come down from the Epic team as a result of various Go-Live’s and meaningful use/core measures initiatives.
• Responsible for all remaining PC tasks that come through the helpdesk including Software installations, OS Updates, Roaming Profile restorations, Computer backups and all PC related troubleshooting.
Cambridge Health AllianceEpic User Access & Security Analyst
Jan. 2008 - Feb. 2012Somerville, Massachusetts- Solely Responsible for daily systems security administration functions, including managing customer access requests; creating, modifying and/or deleting customer profiles and accounts, resetting passwords and maintaining appropriate documentation.
- Helped integrate the CHA LINK (Epic Care Link / Affiliate Link) to 3 outside Provider facilities including Mass General Hospital’s (MGH) Everett and Revere locations and the Everett Pulmonary Associates office.
- Assist in special projects, such as application go-lives, upgrades, enhancements, etc, and help IT staff as necessary to migrate data from the various environments within Epic (DEVELOPMENT, TEST, PRODUCTION, etc.) using an integrated Data Courier service.
- Provide both Terminal Services and EpicWeb configurations allowing users to access the Epic system remotely for both Macintosh and PC computers.
Procter & GamblePackaging Design & Graphics Contractor
Sep. 2007 - Jan. 2008Greater Boston Area- Worked closely with art coordinators and legal advisers to produce packaging for the companies various shave care products for 183 countries including Gillette Blue 2 Plus, Mach3 Power and Venus razor lines. - Produced retail unit graphics, inner bulk graphics and shipping label graphics for use in the distribution and retail process
- Assisted client in meeting marketing needs by creating eye-catching packaging for products using creative software and sketches.
- Made changes or modifications required by approving authority.
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