James
Blanchard

Supporting infrastructure and end-user systems across the nation's largest private healthcare system — HCA operates 180+ hospitals and 2,300+ care sites in 20 states and the UK.

• Administer Active Directory user and group objects via OneIdentity — provisioning, deprovisioning, group membership changes, and OU management across enterprise healthcare environments
• Resolve Tier I–II incidents involving Windows workstations, network connectivity, VPN, remote desktop, and clinical application access with consistent SLA compliance
• Log, track, and escalate incidents through ServiceCentral ITSM; coordinate with Tier II/III infrastructure teams for complex resolution paths
• Support access management workflows including password resets, account unlocks, and MFA troubleshooting across Active Directory and SSO-integrated systems
• Perform remote desktop and remote-assist sessions to diagnose and resolve hardware, OS, and application-layer issues on enterprise Windows endpoints
• Document resolution steps and contribute to the internal knowledge base, improving FCR rates and reducing repeat-incident volume on known issues
• Maintain service quality metrics aligned to call center SLAs; manage ticket queues and prioritize by impact and urgency in a high-volume healthcare support environment
• Apply HIPAA-compliant data handling practices in all support interactions, maintaining strict confidentiality of patient and employee records

• Provided live phone support to customers and business clients, diagnosing and resolving technical, billing, and system-related issues in a fast-paced, high-pressure environment
• Analyzed reported issues using critical thinking and troubleshooting workflows, leveraging internal knowledge articles to achieve efficient first-call resolution
• Documented incidents, resolutions, and follow-up actions accurately within case tracking systems to ensure continuity, compliance, and audit readiness
• Escalated complex or unresolved issues according to established procedures, exercising sound judgement and ensuring timely follow-up through resolution
• Provided technical support for desktops, laptops, peripherals, and network-connected devices, including remote troubleshooting using phone-based diagnostics and remote access tools
• Collaborated with internal teams to identify recurring issues, improve service outcomes, and develop process improvements

• Handled inbound technical support calls in a high-volume call center environment, troubleshooting customer issues and delivering solutions with consistent first-call resolution
• Supported users with POS terminals, receipt printers, barcode scanners, and network-connected peripherals — diagnosing hardware and connectivity issues to minimize downtime
• Managed support cases end-to-end from intake through resolution, documenting steps and escalating recurring issues to lead technicians for root cause analysis
• Identified patterns in repeat incidents and escalated findings to leadership, contributing to process improvements that reduced ticket recurrence