ITSM & Ticketing Workflows
Incident intake, service request documentation, escalation notes, status updates, and workflow awareness.
Healthcare IT | ITSM | Endpoint Support | Identity & Access Support | Operations Improvement
Ermano D. Cayard
ITSM & Endpoint Support Analyst
Healthcare IT support professional focused on ITSM workflows, endpoint support, identity and access support, clinical device troubleshooting, and operations improvement.
Technical Focus
Support Areas
Endpoint & Desktop Support
Windows devices, peripherals, imaging support, troubleshooting, and end-user coordination.
Healthcare IT Support
Clinical endpoint support, EHR access coordination, Epic-connected devices, and healthcare support context.
Identity & Access Support
AD user support, MFA troubleshooting, access request handling, and provisioning coordination within assigned scope.
Citrix / VDI Support
Citrix and virtual desktop access troubleshooting for clinical and enterprise users.
Reporting & Process Improvement
Ticket review, workflow analysis, knowledge base updates, and reporting exploration.
Selected Experience
Relevant Roles
Tallahassee Memorial HealthCare
Desktop Support Technician II
- Tier 2 endpoint, Citrix/VDI, Epic-connected device, peripheral, access, and clinical workflow support.
- Supported Ivanti / Ivanti Neurons ITSM, internally known as Merlin, through ticket documentation and workflow follow-up.
- Provided delegated AD workstation support and Entra MFA/authentication support within assigned scope.
- Troubleshot healthcare endpoints and clinical peripherals in coordination with users and support teams.
Centurion Health
Technical Support Specialist
- Supported corporate IT help desk needs for correctional healthcare contracts across multiple states.
- Used Freshservice for service desk ticket documentation, triage, and escalation workflows.
- Supported AD user provisioning, Exchange/Microsoft 365 users, and distribution group requests within assigned scope.
- Troubleshot Duo MFA, BitLocker recovery, 8x8/Polycom phones, Windows imaging, Ricoh/printer scanning, EHR access, and Citrix access issues.
Alorica
Technical Support Analyst
- Provided remote technical support for New York Life insurance agents.
- Supported Citrix/virtual desktop, Cisco VPN, PingID, and Salesforce access troubleshooting.
- Worked in a service desk phone queue with documentation, user communication, and escalation workflows.
Case Studies / Portfolio Projects
Practical Work Samples
Project examples use mock, sanitized, or recreated information.
ITSM Ticket Audit Dashboard
A sanitized concept for reviewing ticket patterns, documentation quality, and workflow improvement opportunities.
Status: In Progress
View project briefHealthcare Endpoint Support Knowledge Base
A structured knowledge base concept for recurring endpoint, clinical peripheral, and access support scenarios.
Status: In Progress
View project briefNew Hire Access Provisioning Workflow
A mock workflow for coordinating account, group, MFA, and application access requests within assigned scope.
Status: In Progress
View project briefTools & Technologies
Working Knowledge
ITSM
Ivanti Neurons ITSM, Merlin, Freshservice, Incident Management, Service Requests, Ticket Documentation
Identity
Active Directory, Microsoft Entra ID, Duo MFA, PingID, BitLocker Recovery
Microsoft
Microsoft 365, Exchange, Outlook, Teams, Office Apps
Endpoint
Windows, Imaging/Reimaging, Printers, Scanners, Thin Clients, WOW Carts
Healthcare IT
Epic Hyperspace through Citrix, Epic-connected devices, Imprivata OneSign, EHR access support
Remote Access
Citrix, VDI, Cisco AnyConnect, VPN
Process
Knowledge Base Documentation, Escalation Notes, Workflow Analysis, Reporting Exploration
Contact
Professional Links
Connect with me through the links below.