Darrell Smith
Atlanta
Summary
Experienced IT Help Desk professional with a strong background in technical support, problem resolution, and customer service. Skilled in incident tracking, remote troubleshooting, and performance testing to ensure efficient system operations and user satisfaction. Proven ability to analyze recurring technical issues, identify root causes, and implement effective solutions in fast-paced environments. Experienced in supporting Epic Go-live initiatives and collaborating with cross-functional teams to deliver reliable technical support. Recognized for strong decision-making, communication, and the ability to adapt quickly to new technologies while maintaining a high level of service excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician (Remote)
Warren Healthcare
Baltimore, MD
02.2024 - Current
- Documented and tracked help desk requests using ticketing systems, improving response times by 60% with clients.
- Verified Epic users system security and removed blocks from end users accounts.
- Utilized and monitored assigned error tickets in the queue daily for updates.
- Provided Customer support to all end users at Warren Healthcare via phone, email or teams video remote access.
- Communicated system issues to on-site Program Manager for timely resolutions.
- Analyzed recurring technical issues to identify trends, contributing to proactive solutions and reduced downtime.
- Participated in IT projects such as server migrations and network infrastructure upgrades to enhance overall system stability and performance.
Healthcare IT Consultant (Remote/Travel)
Optimum Healthcare IT LLC
Jacksonville Beach, FL
06.2021 - 01.2024
- Conformed to quality, performance and inter-operability standards for implementation of solutions.
- Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues.
- Led functional and technical support for implementation of Epic software system applications and enhancements.
- Supported Epic Go-lives via answering 1000 calls per week in command center/Help desk.
- Reduced system downtime, proactively monitoring and maintaining network infrastructure to ensure optimal performance.
Education
Computer And Information Sciences
Coastal Carolina University
Conway, SC05-2021
Journalism And Mass Communication
Virginia Union University
Richmons, VA08-2017
Skills
- Problem resolution
- Customer support
- Artificial Intelliagence
- Software installation
- Software Tester
- User training
- Remote assistance
- Decision-making
- Performance testing
- Incident tracking
Certification
- Certified AI Professional, Google - 2026
- Certified Tester (ISTQB) in Progress.
Timeline
IT Help Desk Technician (Remote)
Warren Healthcare
02.2024 - Current
Healthcare IT Consultant (Remote/Travel)
Optimum Healthcare IT LLC
06.2021 - 01.2024
Computer And Information Sciences
Coastal Carolina University
Journalism And Mass Communication
Virginia Union University