it manager lowell general hospital resume example with 12+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - - : - -
Websites, Portfolios, Profiles
Professional Summary

Meticulous Cloud Engineer with Experience in Maintaining Highly Functional Digital Systems for Uninterrupted Workflows and Consistent Productivity Oversees routine maintenance checks and software update schedules to reduce network downtime and likelihood of security compromises. I enjoy collaborating with customers and teammates to develop and implement creative technical solutions to challenging problems. A very organized and reliable person who is successful at managing multiple priorities with a positive attitude Willingness to take on added responsibilities to meet team goals.

  • Client communication
  • Customer implementation
  • Systems design
  • Process Analysis
  • Business solutions
  • Database performance
  • Identity management provisioning systems
  • Switches and routers
  • Firewalls
  • Network security
  • Firewalls, VPNs and security products
  • Cloud services
  • TCP/IP protocol
  • Technical Analysis
  • Customer proposals
  • Emergency Management
  • Crisis Intervention Training
  • Crime Prevention Methods
  • Safety and Security
  • Certified AWS Security Specialty
  • Certified AWS Solutions Architect
  • Google IT Support Professional
  • Cisco Certified Network Associate
Expected in 10/2021 to to
Ph.D.: Doctor of Business Administration
William Howard Taft University - Denver, CO
Expected in 12/2011 to to
Masters: Business Administration
Maseno University - ,
Expected in 07/2007 to to
Bachelor of Science: Information Technology
Jomo Kenyatta University of Agriculture And Technology - School Of Computing And Information Technology,
Work History
10/2021 to Current
IT Manager - Lowell General Hospital First Transit Delevan, NY,
  • Deployed to Tufts Medical Center, Circle health - lowell general Hospital, Lawrence general Hospital, Melrose Wakefield Hospitals
  • Provide proper project management and administration for the EPIC deployment Project including 15,000 devices for end user migration rollout at Tufts medicine My responsibilities includes:
  • Implementation in coordination of Electronic Health Record rollout at Tufts Medical Center, Melrose Wakefield, Circle Health, HHA and and more than 50 offsite clinics all under Tufts Medicine.
  • Saved Tufts Medicine Millions of Dollars following the successful realization of the desktop refresh project at Tufts Medicine.
  • Support Hospital Pharmacy implement Advance towards a zero-touch, zero-error central pharmacy automation Supporting Omnicell and other health care systems and medical equipment. Advanced IV compounding robotic technology, novel data services, and expertly trained pharmacy technician staff to help you create a safer, more accurate, and more cost-effective IV pharmacy.
  • Served as technical liaison, supporting engineering, management, procurement, Health care providers, quality assurance and Logistical staffers.
  • Monitored projects and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
  • Formulated integration system process flows, business process model and notation (BPMN) plans and data mapping diagrams based on stakeholders' specifications, technology surveys and interviews.
  • Accomplished client goals by providing quality technical projects.
  • Partnered with project team members to identify and quickly address problems.
  • Updated customers and senior leaders on progress and roadblocks.
  • Communicated project plans and progress to key stakeholders and project contributors.
  • Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
  • Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
  • Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
  • Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.
  • Gathered project requirements through interactions, meetings and walkthroughs with potential application users and to develop business requirements documents (BRD), functional requirements documents (FRD) and user mockups.
  • Collaborated with business users, technical teams, database administrators and testing teams during kickoff meetings, joint application designing and planning sessions to validate requirements.
  • Investigated and corrected or escalated project problems.
  • Built and utilized reporting systems to keep customers and management in loop with latest information.
  • Created clones, images, templates, snapshots, resource allocation, resource pools and system monitoring by applying subject matter expertise of VMS file system.
  • Maintained project schedules by managing timelines and making proactive adjustments.
01/2010 to 06/2016
IT Manager Regional Center On Small Arms City, STATE,
  • Oversaw large portfolio of projects to support teams, report progress and influence positive outcomes for key stakeholders.
  • Guided organizational technology strategy and roadmaps.
  • Built, repaired and installed computer-related hardware based on deployment procedures.
  • Understood key product management roadmap objectives and requirements to develop product technology strategy.
  • Wrote policy, procedure and manuals governing internal IT use.
  • Oversaw IT department operations and training.
  • Coordinated IT operations activities to deliver smooth flow of daily business needs.
  • Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
  • Interacted and negotiated with vendors, outsourced and contractors to secure products and services.
  • Assisted in development of long-term strategies to grow department and resources.
  • Customized and repaired technology based on staff requests.
  • Coordinated technical training and personal development classes for staff members.
  • Outlined work plans, determined resources, wrote timelines and generated initial budgets as part of project scope determination.
  • Developed project management roadmap to define project objectives, timelines and milestones.
  • Updated operational methods and oversaw accounting procedures for improved efficiency.
  • Fostered people management abilities by directing and motivating project teams to achieve goals.
  • Contributed to development of a Firearms Management system. Deployed and roll out the system in 15 countries
  • Created 13 data centers and Roll out Fire arms management system and Database, conducted training to 300 Police chiefs and Arms control officers achieving 79% success rate in 11/15 countries
  • Give leadership to more than 15 IT administrators reporting to me from 15 different countries in Africa
  • Website Development, Hosting and administration Developed Country Specify web reporting portals
  • Project planning, implementation and resource mobilization, allocation and management
01/2018 to 10/2021
Technical Support Specialist - Bar Raiser Amazon Lab126 City, STATE,
  • Suggested software and hardware modifications to reduce lag time and improve overall speed.
  • Promoted purchase of service contracts and warranties by detailing benefits of each to customers.
  • Used remote diagnostic tools to identify sources of certain customer issues.
  • Established empathy with customers through insight into business drivers and expectations to offer personalized service.
  • Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
  • Answered incoming support inquiries via chat, phone and email.
  • Explained complex technology-related issues in understandable terms to customers.
  • Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
  • Trained customers to use and maintain equipment to reduce service issues.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.
  • Rolled out software updates and applied server patches to thwart threats from penetrating networks.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Tracked computer equipment, peripherals and network servers via master documentation in Excel.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Activated accounts for clients interested in new services.
  • Documented support interactions for future reference.
  • Patiently walked individuals through basic troubleshooting tasks.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Implemented solutions to Amazon Customers and Remote teams, Integrating solutions to amazon devices. Blink
  • Systems, Alexa, Ring
  • Networking and Network IoT device setups. Communication, Participated Project planning and management, Quality
  • assurance
  • Amazon Web Services Increased Customer satisfaction ratings from 3 -4 on scale of 1-5
  • Contributed to Software Quality assurance App testing, Develop test cases, Hardware testing
08/2016 to 11/2018
Sr. Desktop Support Engineer World Wide Tech Services City, STATE,
  • Deliver leadership expertise to drive operations, Leading with 85% satisfaction rate
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Assisted with updating technical support best practices for use by team.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Provided documentation on troubleshooting of technical processes to support desk staff.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Implement Windows and Linux servers, Setting up data centers, servers and IP networks
  • Implement Break and fix for all IBM/Lenovo, HP, Dell and Chromebooks realized 96% completion rate at record time.Disconnected and reconnected desktops and peripherals to support office moves.
  • Troubleshot problems or issues with desktops and laptops.
  • Provided graphical user interface-level assistance with server configuration and administration.

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Resume Overview

School Attended

  • William Howard Taft University
  • Maseno University
  • Jomo Kenyatta University of Agriculture And Technology

Job Titles Held:

  • IT Manager - Lowell General Hospital
  • IT Manager
  • Technical Support Specialist - Bar Raiser
  • Sr. Desktop Support Engineer


  • Ph.D.
  • Masters
  • Bachelor of Science

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