SUMMARY

• Enterprising System Administrator with 22 years of diverse IT experience.
• Proficient in all versions of Windows OS, Server OS and all versions of Office including 365.
• Performed Windows Migrations from Windows 7 to Windows 10.
• Adept in everything from desktop and printer support to server administration and troubleshooting.
• Detail oriented and meticulous in my documentation.
• Work well in a team environment as well as individually.

TECHNICAL SKILLS

• Backup administration
• LAN
• Controls
• Procedure
• Installation
• Security
• Technical support
• Configuration
• Desktop
• RAN
• Software
• Microsoft Office
• Printers
• Hardware
• Microsoft Windows
• Laptop
• Troubleshooting
• Help desk
• Documentation
• Email
• Vmware
• NOC
• System Administrator
• Citrix
• Terminal Services
• VPN
• Server
• Lotus Notes
• Wan
• Network Management
• Network Administration
• Healthcare
• Emr
• Linux
• Mobile
• Hiring and Interviewing Candidates
• Numerous Ticketing Systems
• Helpdesk
• Nonprofits
• Active Directory

PROFESSIONAL EXPERIENCE

Confidential

Tactical Resource Engineer

Responsibilities:

• MSP Engineer with client support in various industries including healthcare, banking, and manufacturing.
• Assisted users remotely with anything desktop support related, as well as server level issues.
• Proactively monitored and worked on a variety of network related issues, utilizing resources such as LogicMonitor, Cisco Meraki admin portal, as well as network troubleshooting commands and Solarwinds N - Central.
• Ran and resolved issues with backups as we restores - Windows Server Backup, Veeam, and others.
• Utilized Barracuda for server maintenance and security.
• Sophos to administered and configured anti-spam, VPN, and network security.
• Documented tickets and client configuration with ConnectWise.

Confidential

IAM Analyst

Responsibilities:

• Short-term contract assisting with Cerner HER rollout.
• Managed and organized a team of four assisting 800 end-users, from Nursing Aids to Psychiatrists and MD’s at Peace Hospital

Confidential - Mason, OH

Systems Administrator

Responsibilities:

• VPN administration - Short term contract - installed clients and troubleshot issues for a new Cisco VPN rollourt.

Confidential - Cincinnati, OH

Technical Support Specialist

Responsibilities:

• Assisted endusers with computer hardware and software issues.
• Imaged PC’s
• Worked with various vendors.
• Configured, supported, and maintained MFD’s - Xerox, HP, Lexmark, Kyocera.
• Office 365 administration and support - Accounts, licensing, change requests.
• Sharepoint shared drive creations, mapping, content support.
• Worked with Mitel VOIP phone system.
• Active Directory management.
• Network troubleshoot with basic network command and free software, and IPscan, AngryIP
• Supported various healthcare applications such as Carelogic, Securmanage, CATT, Athena.
• Completed various HIPAA audits to ensure compliance of SOP’s and information. I also brought my CARF knowledge to this position with ensuring those compliances as well.

Confidential - Cincinnati, OH

Service Desk Analyst II

Responsibilities:

• Short-term contract position supporting hospital and doctor office IT hardware and software.
• Provided troubleshooting for PC's, scanners, printer, and MFD's. Imaged and configured Windows, Mac, and Chrome laptops.
• Provided support for clinical applications including Epic and PAC's. Created and updated helpdesk documentation for future use.

Confidential - New York

Technical Support Specialist III

Responsibilities:

• Chief administrator and support for the electronic medical records software.
• Supported and maintained seventy-five office across the country.
• Utilized Gsuite to configure and maintain network accounts and email addresses.
• Imaged and configured Windows, Mac, and Chrome laptops.
• Maintained proper logs and documentation in accordance with HIPAA and CARF requirements.
• Worked with physicians, nurse practitioners, substance abuse counselors, and office coordinators to ensure all procedures are followed and documentation in the EMR was correct and complete.
• Configured physicians for electronic prescribing of controlled substances, involving identity verification and configuring user in the EMR.
• Maintained inventory of all equipment.
• Troubleshot office network issues, utilizing different tools to determine the issue and resolve or for future prediction.
• Generated and retained logs related to network functions, as well as maintenance and repair records.
• Diagnosed local office hardware and software problems for all machines, printers and phones.
• Operated master consoles in order to monitor the performance of computer systems, network, and office bandwidth.
• Gathered data pertaining to office users' needs, and used the information to identify, predict, interpret, and evaluate system and network requirements.
• Responded to emails and tickets in Zendesk from end users, carefully documenting all information and troubleshooting done.
• Installed and configured remote access to the EMR for Chromebooks.
• Created reference and training documentation for end users for their convenience in solving issues without the need of helpdesk correspondence.
• Ran Zendesk reports to track trends and issues that need attention.

Confidential - Erlanger, KY

System Administrator

Responsibilities:

• Received inbound calls, emails, and office stop-ins, delivering excellent customer service to each end user.
• Analyzed equipment performance records in order to determine the need for repair and replacement.
• Wrote, designed and produced documentation related to policies and procedures.
• Conferred with network users about how to solve existing system problems, utilizing software tools, physically tracing cables, and troubleshooting switch issues.
• Loaded computer tapes and disks for backups or updates, and installed server software.
• Resolved system issues within established timeframes.
• Imaged and deployed new PC's and laptops.
• Provided support for Windows XP/7/10 and Microsoft Office .

Confidential - Covington, KY

Senior Technical Support Specialist

Responsibilities:

• Performed Windows Migrations from Windows 7 to Windows 10
• Performed Virtual Server Upgrades from Server 2003 and 2008 r2 to Server 2012.
• Available 24/7 for after-hours support to ensure optimal customer service and timely resolution to issues.
• Diagnosed hardware and software problems for local client laptops, desktops, tablets, and mobile phones of all operating systems.
• Well-versed in all versions of Windows OS and all versions of MS Office.
• Knowledge of Windows Server Platform: R2 Exchange, Active Directory, and Remote Desktop Server setup.
• Fluent in Microsoft Terminal Services and Citrix Xenapp 4.0 through 7.6 Storefront environments.
• Extensive knowledge in LAN designs, RDP and Citrix connections, router, and printer setup and configurations.
• Monitored customer infrastructures to troubleshoot issues, as well as prevent problematic issues and errors.
• Setup local and network printers, as well as various methods of mapping to hosted sessions.
• Thoroughly experienced with email tracking and troubleshooting, utilizing email spam appliances such as Ironport, the MS Exchange tracking tool, and several online tools.
• Provided Active Directory, Exchange, and local security system reports and proper documentation for internal staff and customers as required by SOC Compliance.
• Coordinated the installation of software and patches with third party vendors.
• Installed and configured antivirus software on server and client sides.
• Analyzed records in order to determine the need for VM and physical server configuration and hardware changes.
• Implemented and configured backups for servers, as well as performed restores as necessary.
• Wrote, structured, and maintained procedures and documentation for helpdesk personnel.
• Trained and managed new helpdesk personnel and ensured proper procedures were followed, such as proper troubleshooting and documentation.
• Created login scripts for clients as needed for mapping drives, security groups, and setup nested folder permissions.
• Ran Linux commands for customer websites and email hosted on Linux OS Servers.
• Setup, maintained and made changes to hosted websites for clients via the H-sphere control panel.