Harold Crudup

Customer Service Support Analyst @St. Luke's University Health Network

St Luke’s University Health Network 2016 – PresentCustomer Service Support Analyst, Allentown Pennsylvania (SLC) 2016 - Present Customer Service position tasked with providing technical phone support, service call initiation, administration and dispatch of support services for St. Luke\'s Computer user community.• Enter all customer related information, for the creation of valid reports into the Work Order system (ServiceNow).• Dispatch escalated service requests to correct service groups & monitor trends related to potential service interruptions or global incidents.• Change passwords as required in SLUHN systems via Microsoft Active Directory.• Perform remote diagnostic and troubleshooting on SLUHN devices via Dameware or RDC (Remote Desktop Connection).• Microsoft Teams Co-Support Analyst as one of 2 Analyst I was responsible for maintaining a working knowledge of Microsoft Teams to support all employees.• Designed and developed a guide, use cases, support and escalation materials for VIP’s to setup and configure Microsoft Teams and Microsoft O365 on a Macintosh Computer • Instrumental in creating a 4 x 10 and Work From Home (WFH) program for current staff• I acquired a working knowledge of EPIC and the User SnapshotRobotic Process Automation (RPA) Allentown Pennsylvania (SLC) 5-2019 - Present • Tasked with getting our Televox system functioning as an AI solution for ease of access for patients to be able to opt out of all future appointment contact