Michael Grant
Apex
Summary
Professional Technical Support Specialist with strong focus on delivering results and ensuring client satisfaction. Expertise includes troubleshooting complex technical issues, providing exceptional customer service, and implementing effective solutions. Known for strong collaboration skills, flexibility in adapting to changing needs, and reliability. Proficient in system diagnostics, network configuration, and software integration, with passion for fostering teamwork and driving productivity.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Technical Support Specialist II
Core Sound Imaging
02.2016 - Current
- Supports and implements cloud-based PACS (Studycast)
- Provides senior-level support for a wide range of application issues
- Acts as an escalation point for team members and other departments within Core Sound Imaging
- Handles high priority issues for key accounts
- Provides telephone and remote support (Tier I - III) of Core Sound Imaging's Studycast - Cloud PACS system, for over 10000 users
- Takes hand-off of new clients from sales and implementation
- Performs full account setup and configuration to accommodate client workflow
- Accurately reports all events to implementation and management to have a clear picture of where the client is in the implementation process
- Identifies obstacles and provides multiple paths to resolution
- HL7
- DICOM
- Networking
- API
- SFTP
- Medical Imaging
- User access and permissions
- Imaging Workflow
- Accreditation
- Image archiving
- Device Connectivity
- New client onboarding
- Escalations (Internal and external)
Database Upgrade Specialist
SoftPro
10.2015 - 01.2016
- Part of a contract team to update/upgrade client databases with new title search information
- Responsibilities included scheduling appointments with clients for remote access
- Full database and software backups
- Upgrades occurred on various versions of SQL servers
- Regression testing and restoration of previous databases as needed
- Moved into document group and performed similar upgrades
- Document group was also responsible for incoming tickets, troubleshooting and resolution
Tier II Local Service Desk
United States Environmental Protection Agency
05.2015 - 10.2015
- Hired from the hardware refresh team to a full time position as a Tier 2 local service support technician
- Leveraged my knowledge from the hardware refresh to excel at desk side support, as part of the 15 person Tier 2 team
- Responsibilities included work orders for hardware hot swaps
- Performance enhancements (Memory upgrades, shell swaps, hard drive replacements, reimaging)
- Making network drives
- Oracle database connectivity
- Network connectivity (WiFi and LAN)
- Weekly strategy meetings with leadership
- Process review and improvement
- Management coverage of the team during supervisor absences
- Routing escalations to appropriate resources (Support team and other departments)
- Triage incoming requests for appropriate assignment
- Point of escalation within team
Hardware Refresh Data Validation Technician
United States Environmental Protection Agency
02.2015 - 05.2015
- Part of an 8 person team to validate 2200 new PCs as part of the EPAs hardware refresh to Windows 10 PCs
- Responsibilities included desk side access to PCs
- Logging into user's profile
- Verifying user Office suite configuration
- Verifying users Outlook access and email profile
- Verifying PC BitLocker encryption
- Verifying access to mapped drives
- Verifying connectivity to networked printers
- Troubleshooting all of the above when validation failed
- General desk side support as directed
Desktop Support for Epic Migration
WakeMed
09.2014 - 02.2015
- Provided PC validation services as a contract worker through TEK Systems
- 15 person group validated 9000 computers
- Responsibilities included verifying Citrix installation
- Department routing upon logging into Epic (EMR)
- Validating correct interface layout based on user profile within Epic
- Order creation and approval
- Printing orders and patient identifiers
- Scanning inventory (Barcode reader configuration)
Education
High school diploma - staff and teaching
NYC as School
Brooklyn, NY01.1994
Skills
- DNS
- Microsoft Word
- Microsoft Windows Server
- Continuous integration
- Operating systems
- Project management
- Leadership
- Databases
- Project planning
- Writing skills
- Active Directory
- Medical imaging
- IT
- Firewall
- LAN
- Desktop support
- Microsoft Excel
- Systems engineering
- Computer Networking
- TCP/IP networking
- Organizational skills
- DHCP
- Customer retention
- Remote Access Software
- Communication skills
- Analysis skills
- Mentoring
- Jira
- Network Firewalls
- Hospital experience
- Ethernet
- Time management
- Inventory management
- SaaS
- Windows
- Customer service
- System administration
- Encryption
- Microsoft Exchange
- Technical support
- Root cause analysis
- System design
- Microsoft Windows
- Help desk
- TCP/IP
- Software Troubleshooting
- Microsoft Access
- Management
- VPN
- WAN
- Inventory control
- Data analysis skills
- Expert problem solving
- Technical issues analysis
- Application support
- Application installations
- Incident management
- Hardware diagnostics
- Hardware upgrades
- Software diagnosis
- Technical documents comprehension
- Advanced troubleshooting
- Remote support
- Problem resolution
- Software installation
- Hardware configuration
- Teamwork and collaboration
- Multitasking Abilities
Certification
CompTIA A+, 09/01/14, 09/30/17
Personal Information
Authorized To Work: US
Timeline
Senior Technical Support Specialist II
Core Sound Imaging
02.2016 - Current
Database Upgrade Specialist
SoftPro
10.2015 - 01.2016
Tier II Local Service Desk
United States Environmental Protection Agency
05.2015 - 10.2015
Hardware Refresh Data Validation Technician
United States Environmental Protection Agency
02.2015 - 05.2015
Desktop Support for Epic Migration
WakeMed
09.2014 - 02.2015
High school diploma - staff and teaching
NYC as School
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