Experience supporting all levels of staff up to and including Senior Leadership. Experience in managing multiple projects as well as day to day support and meeting deadlines Experience in Healthcare as well as corporate environments with multiple mixed environments Meticulous at juggling multiple tasks and working under pressure. Broad industry experience includes Healthcare, and Corporate environments.
Budget and Cost Control
Quality and Compliance
New Site Construction
Re-negotiated hospital contract with Verizon wireless
to realize a $4,000 per month savings on wireless devices. Lead and
executed 2 new office site construction which included ground up
construction. Implemented new polycom video conferencing for the
Moved hospital's land lines over to Telco experts saving the hospital over $200,000 in expense
Led and executed the upgrade of the patient education system and upgrade all patient room televisions
Directly report to CIO, manage switchboard and technical staff to support 3300 medical and administrative staff in main campus and multiple satellite locations within Boston's South Shore.
Responsible for fiscal year telecommunications budget.
Negotiated new contract with all mobile devices for deployment in hospital over 400 devices
Led and executed conversion of multiple off site offices to a unified NEC phone system
Manage all in-house cabling upgrades and requests essentially doubling the phone capacity of the current infrastructure
Manage carrier relationships with Verizon, NEC, Telco Experts, New Horizons and CS&M Telesystems
Member of the VAT Team for cost savings within the hospital
Experienced in the design, configuration and maintenance of numerous telecom systems, hardware and software applications.
Strong understanding of switching systems, mail, cabling, PBX and fiber optics Proven ability to analyze existing systems and schedule upgrades to increase performance and productivity.
Created supporting documentation for systems and software usage and control.
Integrated cell phone data support into current systems, enabling company to monitor and document usage.
Analyzed and resolved telecommunications billing issues.
October 2012 to October 2013
BID Plymouth HospitalPlymouth, MALead Mobile & Telcom Technician
Initiated and led initial conversion from Blackberry devices to iphone/ipad deployment Manage day to day responsibilities for Mobile Devices, Pagers, Polycom conference room solutions and NEC PBX moves/adds/changes.
Manage all aspects of mobile devices (configuration -includes but not limited to Exchange 2010 Email installs/customized application installs, mobile security, asset tracking and end user support).
Strong technical knowledge of iPhone and iPad technologies as well as Droid devices Strong knowledge of 802.11 Wireless Technologies, 3G and 4Gtechnologies.
Responsible for Device Orders, Tracking and Deployment to End User.
Responsible for Asset Tracking of all Telecommunication devices.
Responsible for Mobile security and backup solution.
Strong level of communications skills in order to work with all levels of the organization.
Serve as a technical resource for the IS Support Desk, Hospital Community, Physician community and Senior Manage current RFP process for television & phone upgrage throughout the hospital Main telcom/mobile device lead for all hospital wide initiatives and projects.
Responsible for training end users as well as support staff in regards to mobile devices as well as all phone items Off hours support in regards to mobile devices with all senior leadership
January 2009 to October 2012
Jordan HospitalLead Support Technician
Responded to Support Desk Incidents as "first line support" in the logging and triage of new incidents, Ensure that accurate information is captured and documented within Support Desk call Tracking.
Acknowledge and assist the Network Technician, PC Support Technicians and Applications Analyst teams with identification, monitoring and closure of incident, problem and change records.
Responded to proactive monitoring alerts and escalate related incidents to appropriate analysts, or Technicians maximizing customer system performance and availability.
Monitor active SLA measurement to proactively maintain appropriate metrics, ensuring that event triggers and notifications are escalated to the designated responders and managers.
Prepares SLA, or other Support desk reports on a periodic basis by collecting and analyzing customer information and delivers reports to the User Services Manager.
Identified potential service improvements pertaining to Support desk operations by collecting customer information, recognizing customer requirements and analyzing incident, problem and change management history.
Maintain and update User Access Requests Changes and Terminations.
Excellent communication skills: presentation / communication / facilitation skills (oral and written) customer service skills, both written and verbal.
Team player as well as working well individually Excellent attention to detail and organizational skills required.
Ability to learn new systems quickly.
Can remain calm and maintain positive frame of mind during intense events Planning and executing moves both with the hospital and offsite locations Provide regular on-call duties as scheduled Responsible for maintaining strict confidentiality Responsible for providing top level customer support in all aspects of work.
December 2005 to December 2008
George P. Johnson CoIT Help Desk Administrator
Support of 100+ employees in office, 30+ remote employees worldwide Recommend, install, configure and troubleshoot: All hardware upgrades All software upgrades Deployment and Support of: All desktops and laptops including PC's and Mac's to all employees All Blackberry Devices All Cisco IP Phones All Key fobs for building access Responsible for all systems training for all new hires Management of Data Backup System and Disaster Recovery Responsible for coordinating access to IBM databases for employees 24 hour on call support rotation Building Alarm First Responder Coordinate logistics for IBM tradeshows including internet, phone, electrical, shipping, and furnishing.
Clark University, CCI Braintree, MAMaster Certificate Program PC & Networking Administration (CompTIA A+, Network+, linux+, and Microsoft MCP, MCSA Certifications
Massasoit Community College Brockton, MABusinessAssociates DegreeBusiness
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Companies Worked For:
BID Plymouth Hospital
George P. Johnson Co
Clark University, CCI
Massasoit Community College
Job Titles Held:
Lead Telecommunications Engineer
Lead Mobile & Telcom Technician
Lead Support Technician
IT Help Desk Administrator
Master Certificate Program PC & Networking Administration (CompTIA A+, Network+, linux+, and Microsoft MCP, MCSA Certifications Business Associates Degree CompTIA A+ Certified Technician, MCP Certified
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