SUMMARY

• Detail - oriented Desktop Support professional with 20 years of IT experience with strong leadership skills motivated to drive desktop related projects along with successful project leadership from start to.
• Extensive experience with supporting, monitoring, tracking, and evaluating IT incidents and requests through various ticketing systems, focused on resolving them within proper SLA time frames along with high client satisfaction.
• Seeking a full time position in which I am given the opportunity to play a direct role in the growth and success of an organization.
• My ideal company is a company who is financially stable and profitable, that invests wisely in technology and knows how to properly implement it and use it, who puts value on people and the products or services they are promoting.
• A company that is honest, ethical, and has a strong leadership team. It will also be a company that provides good benefits along with an appropriate work/life balance.
• I look forward to making a significant contribution to the success of such company by utilizing my technical, project, leadership, and business skills.
• Led a team of 10 techs to upgrade 3000+ computer from Windows XP to Windows 7 and Office 2003 to 2010
• Assist in the upgrade of 60 corporate office computers to WinXP SP3 & MS Office 2003 Professional
• Assist in the upgrade and support of mission critical software (Great Plains, Enterprise Reporting, MAPS & Cognos)
• Implement and manage Watchguard firewalls and network switches
• Configure, install and rack 3COM PoE & non PoE network switches
• Configure, install, rack and support Avaya IP Office 406 digital stations and Avaya 5410 phones
• Revived IT inventory database by profiling all office & ship computers, printers, and software, reduced printing and supply cost by 50%
• Designed & implemented company intranet using Sharepoint Team Services, FrontPage 2003, and DreamWeaver
• Designed backup recovery strategy with Ghost and XP sysprep for desktops, laptops, and PDA's
• Implement and manage GFI Faxmaker for Exchange
• Implement employee time clock system using Payclock EZ Software 2003
• Create and manage IT budget and hardware inventory

TECHNICAL SKILLS

Windows Software: Windows 2008/2003, Windows 7/XP, MS Exchange 2003/2000, CommuniGate Pro Messaging Server, Microsoft Dynamics 7.5-8.0, Microsoft Enterprise Reporting, Sage MIP 8.1, Symantec BackupExec System Recovery V. 7.0, Veritas BackupExec 8.6, Microsoft Office 2010/2007/2003 , Microsoft Visio 2010, Avaya IP Office Manager 5.1 & Voice Mail Pro 3.1, Internet Explorer 11/9/8, Mozilla Firefox, Chrome, Java, Centricity/IDX, AllScripts, Clarity, Kronos, Microsoft Virtual PC 2004, LogMeIn, Dameware Utilities 4+, Proxy Master, Real VNC, MS RDP, Bomgar, Citrix ICA client, ServiceNow, Unicenter Service Desk, Crystal Reports 9.0, Sharepoint Team Services, Microsoft Front Page 2003, Dreamweaver 4.0, Flash 5.0, Sygate Personal Firewall, Symantec Antivirus, Mcafee Antivirus, Spybot, Ad-Aware, MS Defender, Malwarebytes, North Ghost, Norton Utilities.

Programming Languages: Visual Basic 2008/2005, BASIC, QBASIC, Turbo BASIC, PASCAL, Turbo PASCAL, Foxbase, COBOL

PROFESSIONAL EXPERIENCE

Confidential

Technical Support Level 2

Responsibilities:

• Provide remote technical support for telerad group - radiologists, techs, PACS admins, practice managers, facility users etc on Dell workstations and laptops, Windows 7/10, MS Office 2010/2013, Outlook 365 migration, Okta, Internet, VPNs, hardware, Connect and IA RIS platforms, IDS/Abbadox-Voice2Dox and PowerScribe dictation software
• Assist on-site in preparing and deploying 600+ Dell desktop computers and employees to work from home as part of the work from home COVID-19 efforts
• Utilize remote tools such as Bomgar, Team Viewer, Sococo, Slack, Airtable to track projects, email, and Cisco Communicator/Finesse etc to provide remote support
• Provide image support through PACS/DICOM/Inteleviewer/Tgate-Tpacs and other proprietary network devices
• Provide HL7 support via Mirth, Corepoint, and Netdirector
• Work with other L2 teams, developers, networking, HL7 teams etc when reporting issues, enhancements, and addition support as required. Work with Atlassian Jira when creating incidents/requests for these teams.
• Work as the Incident Manager for the shift on a rotational basis; manage outages, set Statuspage.io and use of other tools as required, monitor critical services/components via Zabbix and Nagios monitoring tools
• Utilize Service Now ticketing system for incident/request management according to SLAs, OLAs. Perform peer review of incidents
• Work with vendors to provide additional support to telerad group as needed (IDS, Intelerad, Vrad)
• Participate in regular meetings with IT manager and distributed IT teams (on-shore and off-shore)
• Work with service delivery manager to improve process for L2 and teams that work with L2
• Develop support documentation in Confluence and share with teams
• Travel to Ohio for Connect training

Confidential - Ft. Lauderdale, FL

Desktop Support Level II

Responsibilities:

• Key participation on all IT projects including opening of new urgent care center and medical group offices, renovation of certain hospital areas, medical office mergers, large amounts of employee moves, Netsafe PCs, Rx printer installs and configuration, email migration, HW and SW remediations etc
• Provide strong second level support on Windows 7, MS Office 2010/2013, desktop, laptops, mobile devices, LAN, network switches, servers, and other critical and common break fix scenarios. Work on more critical technical issues and when necessary work Level I tickets.
• Escalate issues as appropriate when troubleshooting yields no results and/or based upon severity of issue, or issue ownership by a different team
• Perform data center, MDF, and IDF activities with servers, switches, patching, backups, and other related support tasks
• Use ServiceNow ticketing system to manage trouble tickets. Assign tickets to L1 techs as necessary.
• Be the backup for IT supervisor and Manager as required. Assist the IT supervisor in interviewing and hiring new employees/contractors
• Lead and work with network engineers/system admins regarding capacity planning, switch/router replacements, patching, projects etc.
• Work with application teams as needed regarding deployments, upgrades, changes, maintenance for Meditech, AllScripts, Advantx, Centricity, and niche applications
• Train/on-board new desktop support technicians for successful integration to the team
• Provide peer support, review, task delegation and leadership to Level I technicians
• Interact and support executives, upper management, and related personnel as required
• Travel to various offsite medical practices to provide L2 support as required
• Configure and check backups of servers via IDX/Reflection
• Kronos clock support
• Ensure that routine and priority tasks are completed within established departmental time frames, perform duties in a self-directed manner with minimal supervision or direction and set priorities and manage time to achieve maximum productivity
• Consistently enforce the critical importance of supporting patient care, demonstrate a commitment to excellence in customer service with all internal and external customers of Holy Cross Information & Technology Services
• Receive training on topics such as maintaining privacy and security of information, code of conduct, corporate compliance, risk management, safety as a system, slip-trips-and-falls, workplace violence, influenza vaccination, EBOLA etc
• Work the weekends on a rotational basis

Confidential - Ft. Lauderdale, FL

Win 7 Project Lead

Responsibilities:

• Hands-on Project lead for Windows XP to Windows 7 migration supervising 10 team members in order to upgrade 3,000+ computers throughout the hospital and 42 medical group offices
• Coordinate logistic of computer equipment for deployment
• Establish contact with office manager, nurse managers, doctors etc. to initiate Windows 7 upgrade
• Organize and assign tasks to team members as required and allocate them to different locations to complete migration
• Be the first point of contact for team members on all Windows 7 upgrade related issues and escalate them to IT supervisor or other teams to resolve issues as necessary
• Provide in-person and written training to team members on how to image and configure PC’s, install and configure hospital specific software, and on required procedures
• Provide team member performance feedback
• Implement ways of improving efficiency on team and project
• Issue tracking and resolution
• Provide basic metrics on project progress to appropriate stakeholders
• Participate in project status meetings with IT management on a regular basis
• Assist the IT supervisor in interviewing and hiring new Windows 7 resources
• Provide post deployment follow up and support as necessary

Confidential - Ft. Lauderdale, FL

Desktop Support Level I

Responsibilities:

• Provide bilingual enterprise desktop support according to established SLA's in person, remotely, and by phone to medical group offices and hospital employees in the different units such as ER, OR, labs, telemetry, CVICU, CVIMC, IMC, X-ray, etc on multiple issues such as Windows 7/XP, MS Office 2007/2010, PST files, spam, Internet Explorer, network shares, network printers/copiers, dual monitor configurations, desktop and laptop Ghost imaging and hardware repairs etc
• Trouble ticket management through CA Service Center ticketing system: create, update, escalate, and close tickets per SLAs
• Travel to various offsite medical group practices to provide support as required
• Perform employee IMACs; patch ports to HP switches as needed
• Assist the IT supervisor in interviewing and hiring new employees
• Train new desktop support technicians for successful integration to the team
• Work on multiple IT projects as assigned
• Work extensively with vendors and distributed IT teams
• Check backups of servers via IDX/Reflection
• Work weekend shift on a rotational basis

Confidential | Davie, FL

Desktop Support Level 2

Responsibilities:

• One man local IT operation providing bilingual enterprise desktop and network support according to established SLA's to 130+ employees in-person and remotely across multiple buildings with appropriate prioritization to the business and users.
• Trouble ticket management through Remedy ticketing system: create, update, escalate, and close tickets per SLAs
• Insure auction sale days pre and post checks are performed, and provide support during auction
• Support servers, network equipment, MDF, IDFs, video cameras, access control systems, etc
• Monitor Cisco wireless devices via Cisco Prime Network Control System and other devices via SolarWinds and support them accordingly
• Provide support on multiple issues such as Windows 7/XP, MS Office 2007/2010, Microsoft Lync, PST files, spam, Internet Explorer, network shares, network printers/copiers, Zebra thermal printers, dual monitor configurations, etc.
• Image, prepare, swap, and setup desktop, laptops, Symbol PT devices, Toshiba Toughbooks, and install software and hardware on them according to auction requirements
• Perform desktop and laptop hardware repairs, and IMACs
• Provision and support smart phones (iPhone, Samsung Galaxy III etc.) and tablet pc's that enable the receipt of email, phone and other communication interfaces
• Support AS400 system by unlocking accounts, resetting passwords, managing AS400 printer queues, and backups
• Maintain proper inventory and purchase printer and copier toners as well as Kiosk and bidder badges thermal paper
• Provide a focus on process improvement and problem avoidance
• Act as a project manager on multiple projects as assigned by corporate
• Significantly assist in the Windows 7 upgrade project
• Work extensively with vendors and distributed IT teams

Confidential | Ft. Lauderdale, FL

White Glove Desktop Support

Responsibilities:

• As part of the white glove/VIP desktop support team, provide enterprise bilingual desktop and network support according to established SLA's to 400 call center employees, including Senior Management
• Provide support on multiple issues such as Windows XP, MS Office 2007, PST files, spam, Internet Explorer, Communicator, Lotus Notes, AS/400, Adobe Acrobat/Reader, network shares, network printers, network copiers, dual monitor configurations, Warpia wireless projection devices, etc.
• Image, prepare, swap out, and setup desktop and laptop computers, encrypt their hard drive, and install software and hardware according to site requirements
• Perform desktop, laptop hardware repairs, and IMACs; Work with HP on certain desktop and laptop hardware repairs
• Configure and troubleshoot Aspect/Uniphi phone software and Avaya IP phones
• Work with IBM's Tivoli SMTools software deployment tool to deploy software and patches
• Work with bank proprietary software tools to transfer data and fix software and hardware issues
• Support team managers and users Sharepoint sites
• Trouble ticket management via IBM Maximo ticketing system: create, update, escalate, and close tickets per SLAs
• Meet with local management on a weekly basis to discuss new or outstanding IT issues
• Interact with other IT departments as necessary to provide additional support to employees
• Participate in online training topics such as Anti-Money Laundering, Business Ethics and Conduct
• Coach and mentor fellow desktop support peers as needed

Confidential | Miami, FL

Web Content Management Support

Responsibilities:

• Provide bilingual support for to local and national online publishers on a variety of web content issues by email, phone, in person or remotely
• Work with Atlassian JIRA ticketing system to create, update, transfer, resolve, and close support tickets
• Work with local and remote development teams regarding bugs, hotfixes, and enhancement requests
• Participate on the development teams new business object creation presentation to provide input as needed
• Regenerate content via WCM application and basic MySQL queries
• Frequently send bilingual informational and support related emails to publisher community
• Participate in employee training such as SCRUM

Confidential | Plantation, FL

Desktop Support Specialist Level 2.5

Responsibilities:

• Provide enterprise bilingual desktop and network support according to established SLA's in the form of desk side, remote, phone, and email support for in house employees and work at home employees on multiple support issues such as Windows XP, MS Office, email issues, PST files, spam, virus, spyware, user profiles, network shares, application installation and configuration, local and network printers, etc.
• Work with Active Directory to create Windows/Exchange user and group accounts, group membership, distribution lists, password resets, OU creation and deletions, user and computer accounts moves and terminations, etc.
• Perform computers & Avaya IP phone install and moves; Patch ports to Cisco switches as needed
• Perform desktop and laptop hardware repairs such as replacing mother boards, processors, hard drives, defective NICs etc.
• Image desktop and laptops using Ghost server and encrypt their hard drives with Pointsec
• Perform desktop and laptop lease replacements
• Interact with other IT departments as necessary to provide additional support to employees
• Work with HP Service Center ticketing system for trouble ticket management
• Perform maintenance kit replacements on HP Laserjet printers and other minor repairs
• Receive regular training in topics such as Two Factor Authentication, Business Conduct, Medicare, etc.

Confidential

IT Team Leader

Responsibilities:

• Travel to Oregon, Washington and Florida states to convert WAMU banks to Chase by refreshing their computers and bank equipment
• Supervised a team of 5 computer technicians
• Decommissioned servers, refreshed desktop computers, installed new banking equipment such as Panini Scanners, Magtek Pin Pads, Credit/Debit card swiping devices and Ithaca validators
• Work with the Command Center for additional IT support as needed
• Work with branch manager and other management personnel to accomplish necessary project objectives
• Provide bank personnel with technical support after conversion and worked the logistics of returning old equipment
• Document project progress and completion through web portal

Confidential | North Miami, FL

IT Network Supervisor

Responsibilities:

• Manage, plan, direct and carry out day to day hands-on IT support for corporate & 10 remote sites
• Support Windows 2003/2000, DCs, DHCP, DNS, File Server, MS Exchange, GFI Mail Essentials, MS Terminal, and Symantec AV servers, T1 circuits, DSL lines etc
• Supported Dell PowerEdge 2850, 2950 and HP Proliant ML350 servers
• Oversee the administration of the company's LAN and WAN
• Ensure network security and health
• Implement disaster recovery for sites with Symantec BackupExec System Recovery 7.0 and other solutions
• Deal with planned and unplanned network services outages
• Implement and manage Watchguard firewalls and network switches with assistance from vendor
• Active Directory and Group Policy administration
• Support and upgrade Sage MIP, ADP payroll & ResultsPlus software and databases
• Support of Windows XP & Microsoft Office suites
• Support Dell & HP laptop and desktop computers
• Support Blackberry devices (8703e, 7250 & Pearl)
• Support and maintain company website through content management software
• New employee account creation, termination and IT tour
• Educate user community regarding proper PC, email, internet, password usage etc.
• Create and manage IT budget and hardware inventory
• Purchase IT equipment, software & software licenses
• Sign off on all IT bills, support contract purchases & renewals
• Receive & resolve manager and user complaints
• Recruit, supervise, assign duties, coach, retain and mentor techs; approve employee timesheets
• Work with contractors and vendors on projects, price and support contract negotiations
• Use project management skills when meeting and working with contractors, vendors, managers and directors on business related requests and projects
• Develop computer network infrastructure diagrams and workflow processes with Visio
• Develop critical documentation such as IT policies and build efficiencies to improve business flow and be HIPAA compliant
• Send company-wide informational emails regarding outages, upgrades, services availability, new procedures, etc.
• Work with IT auditors to ensure HIPPA and other IT compliance requirements were met