Certifications: Comptia A+ (January 2015 to January 2018).
Excellent problem-solving abilities
Excellent communication skills
Excellent diagnostic skills
Microsoft Outlook, Word and Excel
Exceptional interpersonal communication
Strategic planning capability
Promotes positive behavior
High School Diploma: Liberty High School - Bethlehem, PAJune 2000
EPIC TDR Site LeadTalon - Philipsburg, NJ10/2015 - Current
Responsible for the implementation of Epic across the St. Luke Network with a main focus on successful completion of TDR (technical dress rehearsal) for Warren campus and St Luke's other 5 hospital and offsite locations.
Created and edited floor plans of computer equipment in Visio for efficient testing and go-live reference Created and maintained SharePoint data with site information, maps, schedules and references allowing Project Managers and process owners to view site testing status.
Coordinated with Directors, Department Managers, and Department coordinators to explain TDR, gain by-in and schedule testing.
Perform quality review of tested devices to ensure the test was completed in compliance with requirements and internal policies and expectations.
Coordinate TDR tester's schedules with command center and testing schedule to ensure support of ECSMs and application analysts for both TDR and Go -live Coordinate with respective IT process owners and assist with the development of TDR test procedures.
Held daily scrum to inform project managers and testers of hardware, department, and EPIC issues.
Provided support of both hardware and EPIC for testers during testing.
Imaged devices with SCCM for deployment prior to TDR testing.
Handling incoming ticket service through Service Now ticketing system
Confirm if ticket issues were hardware, software, or workflow related
Assign tickets to correct group to fix
Assess potential security issues with hardware and/or software
Epic Go Live Technician/Epic Deployment TechicianKforce - Lehigh Valley Health Network02/2015 - 09/2015
Troubleshoot hardware issue with devices related to Epic
Respond to trouble tickets regarding malfunctioning devices
Update and close tickets with information regarding troubleshooting process used to resolve issue
Respond to tickets involving equipment installation request for Epic hardware
Updating and/or Upgrading equipment in order to be able to properly run Epic application, including programming of thin clients
Provide support for remote sites as needed
Provided 24/7 support for entire Lehigh Valley Health Network as needed
Follow up with end users to confirm trouble tickets were resolved in timely matter or to confirm if tickets needed to be escalated further.
Sales consultant/ Technical SupportVerizon Communication - Allentown, PA03/2009 - 12/2014
Assisted customers with technical issues related to voice and internet services Helped troubleshoot issues with devices malfunctioning or not installing per directions.
Created trouble tickets for those issues that were deemed network related and beyond my ability to assist the customer.
Followed up with customers on issues to ensure that there trouble tickets were resolved in a timely manner, or update them with status on the resolution of their problem.
Assisted customers with purchasing residential/business services that fit their budget and features need.
Provided support to online representatives via live chats and email support.
Help Desk SupportPhoenix Data Systems - King of Prussia, PA11/2007 - 08/2008
Provided help desk support for employees arising from email issues, phone issues, computer issues, and web requests for assistance from users Assisted customers with available tools and resources and created trouble tickets for those issues that extended beyond my access.
Followed up with users on trouble tickets to after receiving confirmation from Tier 2 the issue was resolved.
Provided help desk support to third party medical facilities using the company's database for their medical trial testing.
Assisted users with provisioning individual user access to databases, configuring and maintaining project user groups and access permission, resetting passwords, removing users, and escalating database issues to Tier 2 for resolution.
Logged and tracked calls in the call tracking system to maintain historical records and related problem documentation
Provided continued maintenance and development of bug fixes and patch sets for existing web applications.
Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff.