Summary

• Accomplished Lead Help Desk professional with 15 years in Information Service Technical IT Infrastructure Support.
• 12 years of progressive computer/network operations experience in large global data centers with mixed computing environment including Unix Windows XP NT/2000 Openview interconnected mainframe LAN and WAN Open Hub configuration.
• Excellent communication and diagnostic skills consistently solve problems and rarely escalate issues.
• Proactive self-starter known to initiate process and system improvements to increase system stability and staff productivity.

TECHNOLOGIES

• OS/390 Peoplesoft TSO SMS Remedy VOIP
• RISC-6000 Java Netview FTP ZOPE IP Telephony
• AS/400 C CICSC MS Exchange Netscape AIX
• Smienen PAC UNIX DICOM RIS/HIS VPN/SecurID IBM-3090 Openview JES2 JES3 LAN/WAN Command Post IDX SILOS
• ATM SQL CSC RJE Prodiccf EPIC DB DB2
• Intellus Solaris Sunquest Lab Pyxis Kronosos Fax Server Lanier
• GroupWise RDX XML Tivoli Microfiche UTP Fiber optics

PROFESSIONAL EXPERIENCE

DESKTOP SUPPORT ANALYST

Confidential

• Participate in requirements executing desktop building and configuration procedures in the delivery of desktops to business associates.
• Troubleshooting desktop hardware/ software problems to provide input regarding process and procedures to communicate the status of work performed.
• PC building BOS software installations and testing configurations upgrades and troubleshooting.

LEAD HELP DESK ANALYST

Confidential

• Provided first-level support supervisory support for global IT infrastructure supporting . . 800 hospital employees throughout the Louisiana Area. Problem Resolution of hardware/ software and connectivity issues for multi-platform mainframe IBM 390 Help Desk Utility spool assignment over 10 000 calls a month review call loggin call tracking knowledge database management and Report generation.
• Route issues to an appropriate service queue based on priority status
• Giving information on account activity products services warranty knowledge base related reported.
• Implementing improvements on a client service dispatch system. . Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to staff

Confidential

• Promoting the support staff network infrastructure consisting of AS/400 IBM-390 RISC-6000 Silos SQL Server Email Server Lanier Fax Server PAC DICOM RIS/HIS IDX RX Pyxis Intellus 1100 LAN/WAN CICS SMS FTP CISCO TCP/IP OpenHub Openview SunQuest Lab Bed Tracking System Kronosos Help Desk Utility hardware and software network connectivity environment. Additionally supported Expense Processing and E- Procurement voicemail telephone and PBX system. Challenged to provide timely resolutions to support mission-critical application services to users.
• Achieved the highest level of productivity handling over 1 000 calls per week and averaging 200 daily calls.
• Administrative Support for Security Protocol Access Control for enforcement of company policy and procedure.
• Escalated issues as needed and maintained communication with customer and Technical teams. Extensively spooled to staff Remedy Help Desk ticket to record and track issues.
• Demonstrated exceptional skills in professionalism and responsiveness across a wide variety of areas.

SHIFT SR. COMPUTER OPERATOR/HELP DESK TIER 11

Confidential

• Initiated Shift Turnover report to continue customer communications for unresolved issues. Established best practices in Server and Network support and trained staff.
• Responsible for Server Hubs/Routers/Circuits Support VOIP and resolve Gateway issues including ATM IP Telephony and PBX system.
• Setup and supported peripherals troubleshooting bottlenecking bouncing server and Open Hub connectivity . Adding new users and provided access to database and system functions. Service Level Agreement for Change Audit Report Asset management scheduling installation and repair for vendor supported issues.
• Independent designed new staffing schedule to improve shift coverage and reduce cost of overtime.
• Demonstrated exceptional skills in Database management data migration fencing DB and DB2 warehouse storage for capacity planning.
• Network intrusion detection system NIDS monitoring network traffic for unwanted malicious traffic in a control manner packet filter firewall circuit level firewall dynamic packet firewall based on configuration tables routes addresses.
• Ability to trace the causes leading to alert moving to create and send commands to system to take action and create reports resolution logging.
• DICOM PAC Junior Administrator for Network Physician archival storage and retrieval for patient work order for radiology information service and hospital information service XRAY MRI Radiation Therapy Adapter Configuration Network Portal. Enterprise XML for addition to network LAN/WAN campus and teleradiology.

Confidential

LAB-Supervisor

• Problem-solved issues with PC BOS imagine configuration for recurring lockup issues.
• Provided first level administration of all student account user rights and privileges.
• Launched user feedback survey based on input to gauge customer satisfaction and support Continuous Improvement.
• Consistently recognized Superior Performance for Excellence in user service and support.
• IBM-3090 MVS/VSE JES-2 IPL batch processing End of Day Upload charges for posting of mthly weekly daily activity cost analyst reporting charge audit General Ledger Reports etc.