Summary

An innovative and seasoned Lead Technician experienced with all facets of service delivery in Tier 1 and 2 technical roles at several mid to large Financial, Education and Healthcare institutions. Demonstrated ability to create efficiencies within various support organizations leading to improved performance, higher customer satisfaction and improved service levels.

Technologies

OS – Windows (Windows 7, XP, NT), MAC (working knowledge)
Hardware – Laptop, Desktop, HP Printers, Faxes, PDA, A/V
Software – Cisco ACD (Agent, Supervisor, Reporting), Citrix (Client and Citrix Access Management), Symantec Ghost, Active Directory (AD), MS Office (2003/2007), Meditech, GE Centricity, Kace KBox, Automate
Skills – ITIL knowledge, Move Coordinator, Reporting (ACD and Ticket Reporting), Project Management

Professional Experience

Confidential,August 2011 – Present
Application Analyst II

Provide specialized technical development and training for Electronic Medical Record platform. Emerson Hospital’s PHO (Physician Health Organization) includes over 125 providers at 65 multi-specialty practices.

• Managing and maintaining user relationships on an ongoing basis and analyzing utilization, functionality, and resource allocation
• Provide tier 2 support and training leading to improved physician office workflow
• Created efficiencies equivalent to 1/2 headcount by automating core job function processes
• Created and maintain MS Access database of all PHO employees, IT infrastructure and outsourced support resources resulting in streamlined support and reporting
• Support system set-up of new user accounts to the Centricity EMR application
• Created and maintain DR paging process allowing instantaneous, two-way remote office notification in the event of IT outages
• Project lead on Patient Portal, an interface allowing patients to electronically access medical information

Confidential,August 2008 – August 2011
Lead Technical Specialist II

1st and 2nd tier senior technical support to Concord regional hospital and 65 physician offices servicing over 300,000 people in 25 surrounding towns.

• Introduced industry standard practices: ITIL methodology, SLA’s and IT Knowledgebase leading to greater departmental stability
• Developed and managed Cisco ACD and ServiceDesk Plus reporting leading to tighter internal controls
• Substantially reduced call volumes by approximately 80% using proactive alerting within ACD system
• Created SLA’s leading to more efficient response times and improved customer satisfaction
• Deployed and administer Zoho-ServiceDesk Plus CRM for IT Division
• Provided centralized software distribution for over 1100 devices using Kace KBox
• Coordinated Fiscal Department relocation consisting of approximately 110 devices
• Project lead on new operating room hardware upgrade
• Provided lead technical support for Emerson Hospital main campus and 65 satellite Doctor offices
• Rotational 24x7 on-call support for all hospital and remote office staff
• Hospital environment consists of XP based machines including HP Elite 8000 desktops, Elitebook 8440P laptops, various HP Printers, IPhones and Blackberries

Confidential,April 2007 – August 2008
Technical Support Analyst

Acting as the primary technical liaison between the Information Technology and Research Departments at Harvard Business School, I managed the Experimental Research Lab consisting of 43 Windows XP computers and varied software packages.

• Managed CLER Lab (Computer Lab for Experimental Research) used by Faculty, Researchers, Master and Doctoral Students for Market, Behavioral, and Economic Research
• Using Ghost Server 8.0 I distributed image to 43 IBM PC lab
• Handled scheduling of lab activity which involves Research, Training, and Executive Education classes
• Performed break fix on lab computer hardware
• Primary technical and procedural support for Lab participants
• Provided Desktop Support to Business School end-user community
• Upgraded all CLER Lab hardware, images, and Ghost software
• Participated in project to migrate all email users to Microsoft Exchange

Confidential,January 2005 – April 2007
Technical Consultant II

Tier 2 software support for 300 person remote sales force and approximately 1500 in-house employees

• Technical support to in-house clients and global remote offices
• Escalation resource for Blackberry issues within IT group
• Facilitated company-wide encryption software rollout ahead of schedule
• Provided 24 hour support via rotating on-call schedule
• Restored corrupt and lost data on laptops using Connected Backup
• Tracked and documented all issues in Remedy CRM software
• Selected to be technical liaison at several international Sales conferences

Confidential,August 1996 - January 2005
Senior Technical Specialist

Acting in a dual capacity of software support and technical trainer at Fidelity Investments Equity division I was the single point of contact for Fidelity Management and Research group’s 300 Analyst, Mutual Fund Managers and support staff.

• Provided proprietary software support and training to FMR (Fidelity Management and Research) Fund Managers, Analysts, and Coordinators
• Supported software included HeatMap for tracking portfolio price movement, Order Assistant which routed trades to in-house Trading Desk, Trading Trends to ensure company stayed within Compliance guidelines, Research Reports Publisher to allow Analysts to publish Research Notes, Research Reports Browser enabling Fund Managers to read Analyst reports, and Prism which allows end-user community to query all databases and organize results based on predefined criteria
• Participated in rolling out new applications including communicating to and training of end-user community
• Analyzed weekly\\monthly issues resolved by IT Department with senior management
• Involved in Disaster Recovery preparations which included routing calls to offsite office and handling calls remotely
• Maintained departmental knowledgebase