Technical Expertise - Microsoft Certified Systems Engineer. Over 18 years' experience with a record of exceeding level of service and demonstrated excellence. Wide-ranging background as a Supervisor, IT Clinical Applications, Technical Analyst, Advanced Systems Administrator, Network Engineer, and Help-Desk/Desktop Technical Support Technician provides in-depth knowledge of multiple systems, hardware and software. Manage multiple projects simultaneously while adhering to strict time lines and customer requirements. Highly skilled in effectively communicating highly technical information to all levels of employees, managers and customers. Self-starter, working knowledge of networking technologies, including security and networking concepts. In-depth knowledge of TCP/IP networking. Varied background led me to experienced different technologies. Quick to adapt and excel in any situation.
Highlights
Exceptional troubleshooter
Network configuration and support
Desktop and laptop expert
Sound judgment
Self-starter
New technology and product research
Patch management
Disaster recovery environments
Customer service specialist
Strategic planning
Procedure development
Analytical
Personable
Team building
Process improvement strategies
Systems implementation
Microsoft Office Suite expert
Troubleshooting and problem solving
Flexible
Dedicated
Client relationships
Experience
Supervisor, IT Clinical Applications, 2013 to Current Synnex Corporation – Seattle, WA,
Led and supervised System Administrator staff. Managed technical and administrative requirements for the Electronic Medical Record project.
Led and Coordinated Hardware and Software Environment strategy and implementation.
Facilitated development and monitoring of strategic and tactical initiatives related in the deployment of technologies for Electronic Medical Record.
Provided leadership and oversight of technical administration of EMR system and integrated solutions.
Managed and controlled the various services and processes within the Sunrise Clinical manager/UHCare environment.
Key Projects & Accomplishments: Maintained strong working relationship and processes with vendor and co-owned case management to ensure support, response, and commitments are met in a timely and accurate manner.
Diligently supervised and administered the UHCare SCM environment to ensure optimal availability.
Led team in supporting operational and project requirements.
Remained current with software requirements and initiated necessary system activities as appropriate.
Managed and built customer relationships at the Director, Vice President, Senior Vice President, and Senior Executive level.
Led in developing plans and scoped all project phases and components associated with technical support.
Prepared and delivered both written and oral presentations to provide overview of project status.
Directly oversaw staff members, responsible for ensuring their work output was satisfactory and their concerns are resolved.
Was responsible for all hiring and related personnel decisions, completing routine performance review evaluations, leading employee engagement initiatives, training, scheduling, and the like for System Administrators.
Provided guidance and expert advice to management or other groups on technology installation for the related EMR environments.
Communicated and coordinated resource requirements with broader project teams, departmental and/or subject matter experts to support deployment efforts.
Met with Managers, Project Leadership teams and vendors as needed to coordinate planning and implementation.
Actively engaged vendor to ensure timely resolution to cases that have been created that affect the UHCare environment and SLAs.
System Administrator, 2011 to 2013 Globe Life Inc. – Oklahoma City, OK,
Administered and maintained UH EMR UHCare environment.
Managed and controlled the various services and processes within the Sunrise Clinical manager/UHCare environment.
Performed necessary tasks to ensure the continued readiness of the SCM UHCare Acute application and ensuring continued patient safety as an end outcome.
Key Projects & Accomplishments: Engaged vendor on a daily basis to ensure the UHCare environment is performed optimally.
Worked with vendor to resolve issues at different severity levels.
Actively engaged the vendor to ensure timely resolution to cases that have been created that affect the UHCare environment.
Actively participate on 411 calls during UHCare outages and downtimes, working with the vendor to facilitate resumption of service.
Monitored and created change controls to assist in maintenance of vendor hosted servers and services.
Chaired weekly UH/TSC Open Cases Meeting, tracking all incidents to keep management and EMR analysts abreast of status of open cases that impact UHCare.
Created printer requests submitted to vendor and configured printers to be used within EMR UHCARE application.
Created a Zebra Label Printer Fail over plan and conducted the testing of each printer to ensure Pharmacies could continue to print labels in the event of a catastrophic event to the existing print server.
Technical Analyst, 2006 to 2011 Granicus – Washington, Dc Or New York City,
Planned, supervised and supported installation phases of end-user training and device deployment, including installation of workstations and/or PCs throughout the enterprise and installing and upgrading client hardware, applicable software, and the operating system on workstations and/or PCs.
Provided technical related remote, on site and on call technical support to clinicians in the proper use and understanding of the Electronic Medical Records application and associated hardware and software.
Utilized various call management systems such as Remedy and MySoft to effectively track and resolve issues related to Electronic Medical Records project.
Key Projects & Accomplishments Utilized Microsoft Project to plan and track the successful deployment of desktops, laptops, tablets, carts-on-wheels (COWs) and peripheral equipment to University Hospital facilities in support of the Electronic Medical Records (EMR) project.
Coordinated meetings with key hospital staff members, including administrators, Doctors, Nurses and facility personnel to plan and scope device needs and deployment.
Provided guidance to clinical analysts and management regarding EHR device selection and deployment.
Reviewed and approve proposed device configurations.
Planned demos and pilots of equipment to facilitate project success.
Evaluated and facilitated the implementation of new workstations into existing network configuration; Evaluated options for implementation of network connectivity within LAN or WAN environment, and provided a logical network diagram which identified potential traffic bottlenecks along with any other issues that could impact performance; Resolved network bottlenecks and/or issues that could impact performance; Planned and participated in an exhaustive inventory of hospital devices (workstations, laptops, printers, etc.) Collaborated with enterprise printing team to set up and manage printing.
Installed, documented and tested all hardware devices; Updated and maintained device inventory and configuration diagrams; Verified that all equipment and software was on site, installed and tested; Collaborated with the Security team concerning biometric device install, maintenance and troubleshooting.
Planned, tracked and scheduled the delivery, setup and breakdown of training equipment to medical facilities within the University Hospitals environment.
Successfully setup and tested training equipment was paramount for training of hospital personnel, ensuring adaptation of Electronic Medical Records project and success of the project in general.
Network Engineer, 2005 to 2006 Hill-Rom Company, Inc – City, STATE,
Installed, supported, monitored and tested Microsoft Windows servers, computers and peripheral hardware and software for Hill-Rom Work flow Solutions products in LANs, WANs or MANs, within a health care environment.
Installed and configured client workstations and servers, network concentrators, bridges, routers, repeaters and hubs.
Installed and configured Hill-Rom Company proprietary line of products.
Performed preventative maintenance on systems, day-to-day and fee-for-service activities, maintaining or exceeding customer satisfaction.
Provided remote and desktop support for Hill-Rom products, integrating such products within normal daily work flow of end-users.
Key Projects & Accomplishments Organized, managed and lead technical system design discussions with customer, IT and MIS departments, installation contractors, and other trades as required.
Performed site surveys, develop system integration plans using multiple vendor products, & coordinate with customer IT or MIS departments.
Developed and implemented desktop computing and networking standards to simplify network environment and troubleshooting.
Deployed and supported Microsoft Windows XP, NT, 2000, SQL-7, SQL 2000, IIS server and associated networked systems.
Installed Hill-Rom proprietary software and Microsoft Office suite of applications.
Proficient in all areas of Microsoft Office.
Using Microsoft Excel designed and implemented a database to track network equipment, computers, servers, and software.
Advanced Systems Administrator, 1997 to 2005 Electronic Data Systems EDS – City, STATE,
Managed local and wide area network, Microsoft and Novell servers and communication connections to remote locations.
Provided Tier II daily client/server, e-mail, Microsoft Office and various other software, hardware, printer and help desk and desk side support, including remote control technical support for several local sites and a virtual remote user community exceeding 10,000 end-users.
Key Projects & Accomplishments Directed the migration and upgrade of workstation operating systems from Windows for Work groups to Windows NT to Windows XP Professional, provided training after each upgrade.
Each project completed ahead of schedule.
Collaborated with off-site/remote network engineers in the upgrade, installation and configuration of Windows NT/2000 servers, Exchange 5.5 servers, Novell servers and Cisco 3600 series routers and peripherals.
Identified, evaluated, prioritized and resolved trouble tickets and inquiries, utilizing various call management systems to track and resolve end-user issues, reducing response time and increasing customer satisfaction.
Identified Coordinated meetings with Tier I remote support and end-user advisory committees utilizing ITIL guidelines and practices to ensure customer needs were fully understood; resulting in maintaining a high level of customer satisfaction.
Education
Bachelor of Science: Computer Information Technology, Expected in 2003 American Intercontinental University - , GPA: Magna cum Laude Deans List
- Recipient of Customer Service Award - September 2002, May 2001, January 2000.
- Recipient of Impact Award for Outstanding Technical Support
Magna cum Laude
Deans List
Associate of Science: Computer Science, Expected in Coleman College - , San Diego GPA:
Computer Science
Skills
A+ Certification,MCSE, Microsoft Excel, Exchange 5.5, Microsoft Office, Microsoft Office applications, Microsoft Office suite, Microsoft Project, SQL-7, Microsoft Windows, Windows operating systems, 2000, WINNT, NT, Windows NT, Microsoft Windows XP, Windows XP, migration, MIS, needs analysis, enterprise, network, networking, networks, Novell, Novel NetWare 3.12, Novell servers, operating systems, operating system, peripherals, personnel, policies, presentations, Printer, printers, processes, programming, Project Leadership, researching, routers, safety, SAN, scheduling, servers, software documentation, SQL 2000, strategy, strategic, supervisory, System Administrator, system design, system integration, technical support, desktop support, user training, troubleshooting, upgrading, upgrade, WAN, WANs, Windows for Workgroups, Workflow, written documentation.
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