SUMMARY:

• Windows Server administration - Active Directory, Group policy, User access control, Provisioning
• Multi-factor authentication
• Knowledge of Windows PowerShell (batch file scripting and editing)
• Experience troubleshooting Exchange server, Gmail, Google Calendar, and Google Drive
• SMTP mail routing, spam filtering processes
• Network activity log (Correlog)
• Microsoft SCCM and Remote Desktop Connection
• SSL VPN, Desktop VPN Client
• Experience with server virtualization, Vmware, vSphere
• Server backup and disaster recovery
• Experience with Amazon S3 servers and CloudBerry application
• Experience with OOP and scripting languages: Java, JavaScript, html, C++, and Visual Basic iPhone and Android setup and support
• Medical application troubleshooting and diagnosis (EMR)
• QA, general software testing and debugging
• Technical writing and creating video tutorials
• Metrics report management
• Email Automation

PROFESSIONAL EXPERIENCE:

Information Systems Analyst

Confidential

Responsibilities:

• Provide first and second tier technical support for applications and hardware
• Troubleshoot issues involving migration from Outlook mail and Calendar to G Suite
• Troubleshoot issues involving migration of Home directory to Google Drive
• Troubleshoot Gmail issues including account settings, send/receive errors
• Train and assist users with participation in all Google migration tasks
• Configure G Suite accounts on mobile devices using Google MDM application
• Troubleshoot issues with Virtu for email encryption
• Create mailboxes on Exchange server
• Troubleshoot issues with .ost and .pst files
• Add/delete mail profiles and configure Exchange mail accounts
• Assist with Network credential synchronization across devices to facilitate Exchange account access
• Assist with LAN credential synchronization for access to Exchange account on mobile devices
• Monitor Exchange mailbox size
• Coordinate with security team to prevent phishing, malware, and other system security threats
• Use Microsoft Management Console to perform security administrative functions
• Use registry editor to troubleshoot policy-based issues with user accounts
• Reset Active Directory passwords in accordance with HIPAA and healthcare security policy
• Perform PC encryption recovery in accordance with HIPAA and healthcare security policy
• Regulate use of SSL VPN and remote access tools
• Validate and create system access requests
• Respond quickly to emails for service requests and software system access
• Troubleshoot wireless and wired connectivity issues, using standard IT tools and procedures
• Utilize network monitoring tools (Solarwinds)
• Map Network drives
• Interact with all levels of healthcare employees

IT Systems Analyst

Confidential

Responsibilities:

• Provide first and second tier IT support for medical applications and hardware to users across the hospital system
• Troubleshoot an average of 50 calls per day
• Reset and repair Exchange mail profiles
• Utilize and modify spam filter to prevent phishing, malware and other system security threats
• Approve access requests for new Exchange mail accounts
• Execute PowerShell scripts for Exchange install, server environment statistics, and user permissions
• Regulate use of VPN and remote access tools
• Respond quickly to emails for service requests and system access
• Regulate user access to Single Sign On and password vaults
• Train and support health system employees on iPhone and Android application configuration
• Diagnose and resolve application and connectivity issues, using standard IT tools and procedures
• Coordinate with third party vendors to resolve software application issues
• Provide support for Operations personnel, including server maintenance, system backup, report generation, and troubleshooting
• Interact with all levels of health system employees

Technical Support Representative

Confidential, Doylestown, PA

Responsibilities:

• Provide remote support for proprietary systems
• Manage user account access
• Provide support and troubleshooting during network setup
• Process an average of 40 calls per day
• Train users on initial software and hardware configuration
• Manage configuration of software and hardware systems
• Manage call queue for appropriate departments
• Document and submit help tickets to Software and hardware teams
• Communicate with customers about issue resolution

Technical Support Representative

Confidential, Norristown, PA

Responsibilities:

• Provide 2nd and 3rd tier support for network connectivity issues
• Provide database administration for Sleep Centers
• Support medical offices having data connectivity issues
• Process an average of 200 inbound technical support calls/tickets per month
• Resolve customer complaints and concerns with strong verbal and negotiation skills
• Research and resolve issues concerning proprietary software applications
• Communicate with customers concerning issue resolution progress
• Support external customers remotely
• Develop Wiki site with video tutorials, including step-by step guidelines for use of proprietary software
• Train clinical users to use software via phone conference, video conference, and in-person sessions
• Lead software conversions and implementations
• Analyze key metrics to measure product effectiveness
• Identify product problems and strengths and collect data on the customer experience
• Document user stories to further product development goals
• Work with software development team to submit, track, and test software application bugs
• Utilize test cases to QA resolved bugs
• Participate in rotational night, weekend, and holiday on-call hours

Business Manager/Tech Support Specialist

Confidential, Philadelphia, PA

Responsibilities:

• Train team members to resolve tier 1 software and hardware issues
• Document issues that commonly occur and methods to quickly resolve them
• Create PowerPoint presentations and company brochures
• Assist team members with technical equipment and database operation
• Install, troubleshoot, and facilitate repair of hard drives, monitors, printers, and fax machines
• Facilitate solutions for LAN/WAN issues
• Manage documents and records using Microsoft Excel
• Maintain hardware inventory
• Remain on-call for emergency technical issues

IT Associate

Confidential, Philadelphia, PA

Responsibilities:

• Lead a team to manage, transport, and organize library collection
• Monitor, troubleshoot, and facilitate repair of library database
• Oversee the process of collecting and managing data, using library software applications
• Maintain library collection storage area
• Generate daily reports on the condition and location of library materials