SUMMARY:

• 12+ yrs. experience with web - based, desk-side and phone customer PC support
• 1+ yr. experience as systems administrator
• 4+ yrs. Supervisory experience
• 6+ yrs. experience with clinical/medical EMR, inside and outside of medical environments
• Windows XP, Windows 7, Windows 8, Windows 10 proficient
• Hospital/clinical/medical project management (SDLC)
• Windows OS migration project management for 1,000+ client site
• SLA, HIPAA, ITIL environments
• 18 + yrs. experience assembling, repairing, troubleshooting and upgrading PC and business computers
• Vmware - intermediate
• Server management - intermediate
• VEEAM backup proficient
• GPO and OU management - intermediate
• Citrix experience (Studio, Director, etc.)
• Exchange administration (on and off-prem, physical and cloud)
• Powershell experience - Intermediate
• Palo Alto firewall experience and level 1 course completion Netsupport DNA management and administration
• Altiris, SMC, SCCM, Ghost(software deployment and imaging)
• Experience with BB, IPhone, Android and other mobile devices
• MS Active Directory and Novell Netware administration
• SQL 2005/2008+ (backup, restore, attach, detach, query, scripts, etc.)
• Electronic ticketing systems ( Windows System Service Center , HEAT, Service Now, Trackit)
• Fluent with Microsoft Office (Word, Excel, Power Point, Access, Outlook, etc.)
• Encryption
• ThinOS / thin client (WYSE, Dell) management and deployment
• Currently studying for Vmware certs
• Previous confidential and secret security clearances

EMPLOYMENT:

Sr. Desktop Support Engineer

Confidential, TX

Responsibilities:

• Desk-side and phone support
• Active Directory Administration
• Exchange Server Administration
• Powershell Administration
• Desktop and Laptop imaging via SCCM
• SCCM management
• Citrix management
• Windows Server 2008 R2 / 2012 Management
• VmwarePrint Server management
• Provide helpdesk, fault analysis, complex problem resolution, software distribution, and user training
• Provide application support for mid-tier systems, consulting, as needed, with systems administrators, network administrators, systems engineers, security engineers and external support personnel
• Diagnose and resolve problems in response to customer reported incidents
• Software installation, upgrade, configuring and testing
• Receive, respond and resolve all service desk calls/emails in an expedient manner
• Use of ticketing system for tracking and metrics
• Configuration, repair and maintenance of Dell laptops and desktops, and Dell thin client hardware (ThinOS)
• Imaging of PC and laptop computers via SCCM
• Network connectivity resolution to include changes to Active Directory, static vs. dynamic IP addresses, etc Printer installation and printer repair Hardware refresh installation / removal

Systems Administrator

Confidential

Responsibilities:

• Active Directory Administration
• Exchange Server Administration (O365 cloud)
• Powershell
• Physical inventory management
• Remote server and client management
• Thin Client Management
• Software distribution management
• Major Systems outage management (critical systems down)
• Citrix management
• Windows Server 2008 R2 / 2012 Management
• Vmware, VEEAM
• Print Server management
• Monitor application and database systems and infrastructure for performance and up-time
• Perform installation, configuration and maintenance of Windows Servers and applications in a physical and virtualized infrastructure
• Perform system maintenance in an environment in excess of 200 physical and virtual servers
• Provide configuration support, administration, and tuning of environments for over 200 3 rd party application products
• Maintain a written general knowledgebase of all issues and their resolutions
• Provide technical support for internal support department

Systems Specialist

Confidential, Portland, ME

Responsibilities:

• Desk-side and phone support
• Active Directory Administration
• Exchange Server Administration
• Powershell Administration
• ThinOS Management
• Thin Client Management
• Desktop and Laptop imaging via SCCM
• SCCM management
• Major Systems outage management (critical systems down)
• Citrix management
• Windows Server 2008 R2 / 2012 Management
• VmwarePrint Server management
• Provide helpdesk, fault analysis, complex problem resolution, software distribution, and user training
• Provide application support for medical mid-tier systems, consulting, as needed, with systems administrators, network administrators, systems engineers, security engineers and external support personnel
• Diagnose and resolve problems in response to customer reported incidents
• Software installation, upgrade, configuring and testing
• Receive, respond and resolve all service desk calls/emails in an expedient manner
• Use of ticketing system for tracking and metrics
• Configuration, repair and maintenance of Dell laptops and desktops, and Dell thin client hardware (ThinOS)
• Imaging of PC and laptop computers via SCCM
• Network connectivity resolution to include changes to Active Directory, static vs. dynamic IP addresses, etc Printer installation and printer repair Hardware refresh installation / removal

Sr. Desktop Technician (contract)

Confidential, Austin, TX

Responsibilities:

• Imaging / Image development
• OS upgrade project management
• Active Directory administration
• Windows XP
• Windows 7
• Encryption
• Email
• Security
• Antivirus
• Mobile devices
• Windows 7 migration project management (WinXP to Win7, 1,000+ client site) to include a memory chip fabrication plant
• Image development: Windows 7 image for a large memory chip fabrication plant
• Installation, configuration, troubleshooting, customer assistance and/or training in response to customer requirements
• Provide helpdesk, fault analysis, complex problem resolution, software distribution, and user training
• Provide application support for financial mid-tier systems, consulting, as needed, with system administrators, network administrators and external support personnel
• Diagnose and resolve problems in response to customer reported incidents
• Software installation, upgrade, configuring and testing in multiple platforms (Win XP and Win 7)
• Receive, respond and resolve all help desk calls in an expedient manner.
• Use of ticketing system for tracking and metrics (Service Now)
• Configuration, repair and maintenance of Dell, HP, Lenovo and Fujitsu hardware to include desktops and laptops
• Imaging of PC and laptop models via Ghost and MDT
• Network connectivity resolution to include changes to Active Directory, static vs. dynamic IP addresses, etc

Service Desk Technician

Confidential, Austin, TX

Responsibilities:

• Windows XP Windows 7 Imaging Encryption Security Antivirus
• Planning and delivery of a full range of information technology customer support
• Installation, configuration, troubleshooting, customer assistance and/or training in response to customer requirements
• Providing helpdesk, fault analysis, complex problem resolution, software distribution, and user training
• Providing application support for financial mid-tier systems, consulting, as needed, with system administrators, network administrators, ISO s and external support personnel
• Diagnoses and resolves problems in response to customer reported incidents
• Software installation, upgrade, configuring and testing in multiple platforms (Win XP and Win 7)
• Receives and responds and resolves all help desk calls in an expedient manner.
• Use of ticketing system for tracking and metrics (Windows System Service Center)
• Configuration, repair and maintenance of Dell hardware to include 6 & 7 series PC and multiple laptop models.
• Imaging of PC and laptop models via SCCM.

Project Manager

Confidential, Plano, TX

Responsibilities:

• Project manager over the migration between two EMR systems (E-Mds & Epic).
• On site support in multiple hospital and clinical environments
• Web-based, in person and phone technical support Facilitate team/group meetings Coordination between desktop, network, DB teams and clinic management to accomplish tasks Management/coordination of large projects pertaining to the clinical application and its’ relation to other applications and vendors Data integrity, backup, restore, efficient movement, storage and archiving of clinical data
• Managed a clinical application and all people who utilized it Fixes of break downs/crashes, determine causes, whether it be the application itself, user error, a terminal server issue, a user login issue, network r throughput issues, active directory permissions, local permissions, database connectivity, database logins/permissions, local computer issue, etc. Managing a clinical application for the clinic network (75+ end users)
• User creation / editing / deletion, setting rules and privileges, troubleshooting software and hardware issues in relation to the application, being the go- between person for the user to the vendor.
• Troubleshooting network connectivity issues Troubleshooting Terminal Server issues across a large network Editing and monitoring user accounts in Active Directory Solving hardware issues in relation to the application Installing / removing / setting up computers on a local network Technical writing:
• Conversion of one EMR to another.
• Aspects included creation of user guides, train-the trainer programs, network transition, software update and install, user interface & training and network setup and implementation.
• Use of HEAT tracking system

I.T. Support Representative

Confidential

Responsibilities:

• Database maintenance - MS SQL Server 2005/2008 (backup, restore, detach, reattach, query, etc.) Use of webex remote tools
• Use of Parature ticketing system Answer customer questions via telephone, email, and online forum. Troubleshoot issues that relate to software and hardware, databases and networks.
• Assist customer or onsite IT professional with installation, upgrade, setup, and configuration of e-MDs software on small to medium networks.
• Document troubleshooting steps taken in a call tracking system. Clearly communicate with customers, co-workers, and supervisors in writing and via telephone.
• Create knowledge base articles for posting onto customer support site which alert the customer to best practices or provide instruction of software functionality.