Jaime N.

Experience

• 

  Stream Global Services

  Oct 2005 - Jul 2008

  • Served MNC clients to place office supply orders and resolve the status of orders.• Clients included: DEA, INS, FBI, IOC, Burger King, Miami Heat, Georgia Tech, John Hopkins University • Served small business clients to place office supply orders and resolve the status of orders. • Worked directly with customers to maintain accounts, support and resolve billing issues, and troubleshoot specific radios.

  • Office Depot Customer Service Representative Enterprise Division

    Jul 2006 - Jul 2008

  • Office Depot Customer Service Representative Business Direct Division

    Jan 2006 - Jul 2006

  • Sirius Customer Service Representative

    Oct 2005 - Dec 2005
• 

  Newtech, SA

  Jul 2008 - Dec 2011

  • Aligned with Tier 1 help desk agents to resolve advanced trouble tickets in a customer-facing role, resolving all issues directly with the customer or employee. • Worked cross-functionally with Testers, Developers, and Billing Team to ensure the maintenance of the Verizon Portals. • Engaged with customers and employees via phone, email, and chat to document errors, issues, or failures on Verizon websites. Ensured accurate recording and escalated complex problems to Tier 2 Help Desk Representatives, facilitating efficient issue resolution and support.• Created monthly training and expense reporting for Executives to showcase the employees' knowledge of products and services - alongside bi-monthly status requests from Verizon.

  • Verizon Tier 2 Help Desk Representative

    Oct 2011 - Dec 2011

  • Verizon Tier 1 Help Desk Representative

    Jul 2008 - Sept 2011
• 

  NYC Health + Hospitals

  Aug 2013 - Jun 2024

  System Analyst

  • Directly support employees with all software or hardware issues including desktop, laptop, software errors, navigation, etc.• Process a daily average of 50 incoming calls.• Record all incoming interactions (calls, emails, voicemails, & callbacks) using the Service Now ticketing system for quality assurance.• Process over 100 emails daily from employees and third-party vendors at varying levels from executives to interns.• Provided printer and mobile phone support using Ivanti and MobileIron for Android and iOS mobile devices.• Assisted users with remote access issues with SCCM, RemoteTrust, and VMWare Horizon.• Used Active Directory to resolve group membership issues, password resets, and account unlocks• Assisted clinical staff including but not limited to doctors and nurses with navigation and errors that happened in the Electronic Medical Record (EMR) system, EPIC. Show less

• 

  Memorial Sloan Kettering Cancer Center

  Sept 2024 - Feb 2025

  EPIC TDR Field Technician

  • Provided technical support and preparation for Memorial Sloan Kettering Cancer Center’s Epic EMR software implementation as a TDR Field Technician.• Conducted Technical Dress Rehearsal (TDR) for all client devices, ensuring readiness for Epic deployment.• Performed device mapping, hardware refreshes, and testing of workstations and peripherals.• Verified correct Epic configuration on PCs and executed Epic TDR script testing.• Assisted with technical support issues outside the primary role when necessary to ensure smooth operations. Show less