PROFESSIONAL EXPERIENCE:

Confidential

Level 2 Support

Responsibilities:

• Support for Confidential client environments. HIPAA environment. Remedy Ticketing.
• Go Live Support, for clients sites, up to 2,000 Providers across multiple hospital campuses.
• Daily Support of multiple clients and account across multiple states and time zones,
• Review of tickets from lower tiers to asses chance of remote resolution prior to dispatch of field technician.
• Work with internal and hospital escalation teams to give correct priority and urgency to issues discovered across all client sites.
• Daily logging for per client expense reports on project based work.
• Document newly discovered processed, or missing items from knowledge base.

Confidential

Team Lead

Responsibilities:

• Level 3 Support for 10000+ end user environment. HIPAA environment. Dynamics XRM Ticket Environment. HIPPA Certification. Clean Room (ISO 1). Surgical Clean Room Installation.
• Troubleshooting and documentation of technical solutions for discovered issues
• Creator of internal Confidential technician documentation.
• Implementation and Testing of new Confidential Modules
• Rapid Prototyping and testing of software and hardware solutions in a regulated environment.
• Network infrastructure Troubleshooting related to Citrix environment and HyperSpace.
• Analyzing problems, identifying solutions, recommending and implementing methods, procedure and/or techniques for resolutions.
• Primary technician responsible for discovery and deployment for E - Signature solution. (Est. loss of productivity 6M USD/Yr) (deployed to 600+ machines across 250 site locations 98% success)
• Responsible to ensure continued services and prevent service disruptions during transitional installations.
• Installed and supported hardware for Lehigh Valley Health Network's transition to new electronic health record system ( Confidential ) at 190 practices. This hardware included new monitors, electronic signature pads, credit card readers, scanners, microphones, and Imprivata SSO devices.
• Audited network of 8000 devices across 3 Hospitals updating a Sharepoint database to track existing installations of Windows XP. Utilized System Center Configuration Manager to image Windows XP computers to Windows 7.
• Testing of scripts for installations of Confidential and associated hardware for the Go-Live at the hospitals in the Lehigh Valley Health Network as part of a Technical Dress Rehearsal (TDR). This included testing hardware and printer mappings and required interfacing with the Command Center to document problems as they were discovered in the field.
• Provided on-site and remote assistance with computer issues related to hardware associate with the deployment of Confidential .

Confidential

Desktop Support, AD Administrator, Network Support, Project Lead

Responsibilities:

• Daily Support of 700 end-users. HIPAA Certification. Clean Room (ISO 1). 24/7 On Call.
• Installation and Support of server and network infrastructure.
• Site Lead for Global Server Virtual Migration and Refresh
• Business Unit Level Deployment for Office 365
• Level 2 Support for National Win7 Refresh
• Level 2 system support, root cause analysis, systems validation, performance tuning and capacity management.
• Continued level 3 Site level support for Win 7
• Global Level Support for Windows 7
• Responsible for daily site operation
• Site Support for Cisco VoIP
• Designed, built infrastructure systems.
• Documented and created procedures to build and install hardware and software solutions.
• Administers/resolves support requests assigned in Remedy Ticketing and HP Service Manager
• Remote and Telephone Support for internationally based Executives.
• Site Documentation for Win7 Deployment
• Author of knowledge articles for internal company database.
• Developed best practices procedures to meet regulatory requirements for site needs.
• 97% Ticket Closure within SLA, 95% First Call resolution, and less than 2% reopen rate.
• Level 3 of laboratory systems with no documentation, or no active service support contracts.
• Creator of Product Support List - Reference Catalog for support desk to find the correct support agency for improved first call resolutions.

Confidential

Information Service Support Manager, Assistant Investigator

Responsibilities:

• Set expectation that effective report would be accomplished the first time, was the lead writer and implementer of new company reports, created company knowledge database and articles, lead for Company CRM/XRM implementation.
• Supervised and Maintained Company Help Desk.
• Microsoft Dynamics CRM 4.0 initial deployment and site training.
• QA for internal and public B2B/B2C website.
• Researched solutions for unique problems and situations.
• Administrator for Active Directory.
• Repair and diagnose of office infrastructure.
• Created Corp. Level Life Cycle Management Documentation
• Responsible for new hardware/software acquisition.
• Debt Validation and Collection Support for executive client support.
• Skip tracing for various industry needs. (repossession, collection, process serving)
• Creation of documentation for Clients to Aid in creation of Court Required Documentation
• Background investigations for employments and rental screenings.
• Telephone screening and validation of client information.

Confidential

Radio Telephone Operator

Responsibilities:

• Managed and maintained military communication networks. Management of Multiple Projects with tracking of multiple communications based objectives.
• Supervised up to 30 soldiers (30 direct reports, 2007-2009)
• Installation, maintenance, repair, and operation of hardware.
• Prepare, transmit, receive and record messages
• Preventive maintenance procedures
• Mechanical and electrical principles
• Maintain assigned power generators
• Line installation and wiring techniques
• Communication of security policies and procedures
• Maintenance of communication equipment and security devices
• Set weekly training and operational Calendar for 30 soldiers.
• Support and maintain user accounts in an Active Directory environment.
• Responsible for tracking of assets.
• Component level repair of Electronics.
• Support/Maintain/Create users accounts in Non-AD Environment