PROFESSIONAL SUMMARY:

Ambitious and results - oriented System analyst with over 18 years of IT experience in the clinical applications (EPIC, 3M SoftMed, TightVNC viewer, Microsoft Lync 2010, Bomgar, Remedy Action Request System, Cloverleaf HL7, McKesson, and Siemes SMS and RAS. Hardware support knowledge with strong organizational and analytical skills. Proven ability to lead and motivate project teams to ensure success.

CORE COMPETENCIES INCLUDE:

Project Management User/Group Account Helpdesk Operation

Problem ResolutionAdministration User

Account Administrator Diagnosis and Client Relations

System AdministratorTroubleshooting

Resource Management Technical Support

TECHNICAL SKILLS:

Operating Systems: Windows NT, Windows 2000, Windows XP Professional, Windows Vista Business, Windows 7, Windows 8, Linux and working knowledge of MAC OS X

Server Software: Exchange 5.5 and 2000; Terminal Server; Microsoft DNS; Active Directory; WINS; DHCP; Windows Users and Groups; Checkpoint, Arc Serve 2000, Microsoft Lync 2010, HL7, Network Associates Net Shield.

Software/ Programming languages: MS Office 97/2000/2003/2007/2010 , Visio; Adobe Photoshop 5, 6, Adobe After Effect, Macromedia Dream Weaver, Flash, Partition Magic 7, 8; Norton Ghost; PC Anywhere, SMS (System Management Server), Siemens Rumba Clinical software, VM ware, C++, XHTML, Visual Basic

Printers: Full Service and maintains, HP, Lexmark, Epson, etc.

COMPUTER LITERACY:

Hardware: Ethernet and Token Ring Local Area Network Topologies Compaq Proliant servers with multiple subsystems, Dell, IBM Pentium PC and Servers; Laptops; Cisco Routers; and Gateways.

Software: Microsoft Office, Lotus 123, Wordperfect 9.0, Norton Utilities, Norton Ghost, Microsoft Access, IIS, NDS, MS Exchange, MS Outlook, Novell/Netware/ Confidential, CCmail, Groupwise, Ghost 11

Operating Systems: Windows NT4.0, Novell Netware, Windows 95/98, Windows XP, Windows Vista, Windows 7, Windows 8, Mac

Other Languages: Fluent in Dutch and Spanish.

PROFESSIONAL EXPERIENCE:

Confidential

HVAC Technical Support Specialist

Responsibilities:

• Provide prompt and courteous response to calls coming into Confidential Technical Support Center hotline.
• Assist Reps, Distributors, and Contractors in troubleshooting of Confidential heat pump equipment using R410A and R22
• Log all calls and incidents into the SM+ module to track information by customer, model number, and project
• Upon request, provide information such as submittal drawings, wiring diagrams, capacity tables, clearances, piping recommendations based on piping rules, or other information as published in Fujitsu’s equipment literature
• Assist Manager in the distribution of requests for field visits and to the appropriate Confidential Service representative
• Test equipment and controls to verify warranty status
• Follow up on customer inquiries to ensure job completion and job satisfaction
• Hackensack University Medical Center
• Client Service/Technical Support Analyst
• Provide support for over 8000 HUMC clients and users of all levels including unit clerks, nurses, doctors, and executives, resolving their computer-related issues in a courteous, timely fashion.
• Supply support for all HUMC Information Technology analysts
• Customized desktop hardware to meet user specifications and IT standards
• Assisted in the procurement and tracking of all needed hardware and provided remote and onsite support to end-user
• Provide second-tier support to end-users for PC, server, mainframe applications, and hardware
• Desktop support, Troubleshooting and Upgrades
• Main key player for Epic Migration Go Live Phase I, II, and III to regular users, super users, nurses, and Doctors
• Assist many doctors finding, creating, and editing their patients’ list in Epic.
• Used the Remedy Help Desk Tracking System to track inventory of workstations, network hardware, and spare parts.

Confidential, NY

Desktop Support/LAN Technical Support, MIS

Responsibilities:

• Level Two Desktop Support, maintaining and configuring over 2000 workstations at three separate location
• Administer user Profiles and Logins to hundreds of servers running different OS, protocol and platforms such as NDS and bindery.
• Configure Internet access to workstations through network via TCP/IP
• Install departmental specific application, non - standards on workstation
• Re-Image corrupted hard drives using Ghost software
• Remote Software Delivery on workstations using Confidential

Confidential, Hackensack, NJ

Helpdesk/Technical Support Analyst

Responsibilities:

• Evaluated new hardware and software before introducing them into our environment
• Create user accounts, monitor server loads
• Build, repair servers and PC s according to customer specifications
• Provide support for productivity software suite
• Install, configure, and synchronize Palm Pilot to IBM compatible PC
• Assess and provide recommendations in regards to PC upgrades

Confidential, New York, NY

Computer Programmer Analyst /Technical Support Analyst

Responsibilities:

• Supervise the department s Help Desk Support Aides and Computer Service Technicians to ensure that appropriate technical support are provided to the end users.
• Oversee the use of systems designed to manage the Help Desk/Technical Support operation including Computer Associates Advanced Help Desk (AHD), Asset Management Option (AMO), Software Delivery Option (SDO), and Remote Control.
• Perform Windows NT and NetWare enterprise administration functions - NDS Tree maintenance
• Migrated users to new server and domain
• Network trouble shooting (TCP/IP, DHCP, LAN and WAN related issues)
• Setup DHCP Servers and Clients
• Troubleshoot and resolve software as well as hardware problems as they arise. Interface extensively with users to obtain feedback for system improvements
• Used CASE tools such as System Architect and Erwin for logical modeling of the various databases and physically designed (forward engineer) those databases in SQL Server database
• Setup local and network printers. Troubleshoot all printing, hardware, and software problems. Implementing of security administration which includes planning and enforcing a security policy for protecting data and shared network resources.
• Set alternate TCP/IP routes in event of server failure. Set NET BIOS communication services fro windows Workgroups.
• Installed, configured Windows NT 4.0 Advanced servers, and Windows NT Workstations
• Provide daily support and management of NT servers.