OBJECTIVE
Securing a challenging desktop/network support position that provides the opportunity to utilize my communication, technical, and people skills to maintain a productive end-user environment.
QUALIFICATIONS
Epic (EMR) Application integration/deployment, configuration, maintenance & support Microsoft Project, Visio, Access, Excel, ITIL & other Project Mgmt Tools Microsoft VM Ware - Installation, configuration and support WIN XP, 2000, NT, ME, & 98, installation, configuration, troubleshooting & maintenance Active Directory, ITIL Mgmt Services, DHCP Mgr, User/Server Mgr, Backup Exec, and other Network Utilities Outlook 2K3, Outlook Express, Exchange Server, Novell GroupWise, Lotus Notes installation & support Micro Soft Office Suites – 2K7, 2K3, XP, 2000: Full support & maintenance in LAN/WAN environment TCP/IP Installation, Configuration & Troubleshooting network connectivity in Ethernet LAN/WAN environment VPN & Remote Network connectivity via Dialup, ISDN, DSL, Cable Modem & Wireless Support Citrix MetaFrame Environment - Installation, configuration, connectivity and support Install, Configure & Support 3270 Mainframe & AS/400 Emulators and Printing in LAN/WAN environment PC Anywhere, Remote Desktop, Terminal Server, DameWare, VNC & other remote troubleshooting utilities Industry Standard virus & spam scanning/cleaning utilities. IE: Symantec, McAfee, etc… Industry Standard Help Desk Tracking Software, IE…Remedy, Heat, Tivoli, Track-It, etc… Industry Standard Internet/Intranet Connectivity & Support, IE: Internet Explorer, Netscape, Firefox, etc… Tivoli, Marimba, Ghost, WISE, Win Install, RIS, SMS, and other software distribution utilities Installation, configuration & support of Blackberry, Palm Pilot, Windows CE, & other Handheld Devices Dell, Toshiba, HP, Compaq, & other IBM compatible Desktop/Laptop hardware support Install, Configure & Support Network Printing Environment for HP, Xerox, Lexmark, Brother, etc… EXPERIENCE
Confidential, Los Angeles, CA 10/10 – 11/10
Sr. Systems Analyst (Contract)
Provide In-Patient Go-Live Support to Clinical Staff at the Cedars Facility for EPIC Spring 09 Elbow to elbow support assisting with navigation and functionality issues Coordinate resolution of Login and Security Access issues with EPIC Command Center Coordinate service ticket resolution with EPIC Command Center Confidential, Westlake Village, CA 01/09 – 10/10
Sr. Systems Analyst (Contract)
Provide 2nd & 3rd Level desktop/network support in the HealthCare environment while adhering to established SLA’s Respond to trouble tickets utilizing Peregrine Problem Tracking System resolving within established SLA’s Install and support Workstations, Servers & Printers in a WIN XP Active Directory Arena Troubleshoot/Resolve Desktop/Network connectivity & proprietary hardware issues Image XP workstation OS via Ghost Multicast Server when necessary Daily use of BMC Marimba and Active Directory for Software Deployment, Software Inventory, and Patch Management. Installation, configuration & maintenance of Lotus Notes Version 6.5 & MS Outlook 07 mail client’s Significant Support role to end-user community throughout migration from Lotus Notes to Outlook 07 Connectivity Troubleshooting & Support for Proprietary Internet Explorer Web Apps Post Upgrade end-user Support & Consultation utilizing Baxter’s ITIL processes & standards Create, Modify, & Maintain Active Directory Accounts, Groups & Permissions Coordinate repair with Hardware Vendors when necessary while maintaining a positive rapport Confidential, Pasadena, CA 11/07 – 4/08
Change Control Coordinator (Contract)
Review EPIC production RFCs (Requests for Change) to ensure completeness, integrity and accuracy of information Ensure RFC compliance with SOX and audit requirements (internal and external) Ensure RFC adherence to national change policies and procedures Identify possible conflicts/impacts in the same scheduled period Facilitate weekly meetings while gathering and distributing minutes to team members and management Ensure proper, complete, and timely communication and coordination of change activities with KPIT, customer personnel, and business owners/stakeholders as required while maintaining ITIL processes & standards Participate in post-change review sessions; analyze post-implementation data for future change projects/improvements/compliance Maintain solid relationships with KPIT and business partner teams - Assist in developing and posting standard change reports on the Change management web site
Confidential, Glendale, CA 7/07 – 10/07
Application Support Analyst (Contract)
Upgrade Public Storage XP Workstations Gate Software and Web Services at remote sites via PC Anywhere or VNC Telnet Configure XP Operating Systems communication between system controller and application web services Confirm all other site interface capabilities are completely functional Configure Microsoft Virtual PC on XP Workstations where necessary, and run gate application and web services in this environment Test application and services for Company Standard Functionality upon completion of upgrade Troubleshoot all issues/anomalies to complete resolution and customer satisfaction Coordinate repair with Hardware Vendors when necessary while maintaining a positive rapport Post Upgrade end-user Support & Consultation Confidential, Van Nuys, CA 2/06 – 4/07
Desktop/Network Engineer (Consultant)
Build IBM WIN 2K3 Servers, Configure WIN XP Thin Client Workstations & HP Print Servers in preparation for deployment to Client Sites Configure Sonic Wall devices with proprietary Client Security Specifications as requested Upgrade/Migrate/Deploy Dell Servers and Windows XP Desktops in the Hospitality/Gaming Industries Backup User data & desktop profiles prior to Domain Migration, OS Upgrade, or Workstation Replacement Install & Configure WINXP Desktop/Laptop images via RIS confirming network connectivity in New Domain Support & Maintenance of Active Directory User/Computer Accounts and Desktop Profiles in New Domain Post installation, setup & configuration of proprietary Desktop Software & Hardware Devices Install/Upgrade Communication Devices, and confirm interface communication, (IE: Digi/Equinox Boxes) Frequent travel throughout the US for Infrastructure Hardware/Software Upgrades & Migrations Post Upgrade/Conversion/Migration end-user Support & Consultation Confidential, Pasadena, CA 12/04 – 1/06
Lead Business Consultant (EPIC- Ambulatory), Riverside/Inland Empire (Contract)
Project Lead/Business Consultant, Managing Regional KP HealthConnect (EMR) Implementation Manage/Mentor Team of Sr. Business Consultants on HealthConnect Deployment Processes & Procedures Ensure accuracy of hardware data compilation, prior to Updating Application Master Files Maintain data integrity via MS Access & Excel throughout Project SDLC (Pre-Go-Live to Post-Go-Live) Manage Deployment Timeline (Visio & MS Project), assuring milestones & SLA’s are met or exceeded Liaison for KPHC-IT and other support groups to ensure issues related to deployment are resolved/escalated Attend Department Workflow Meetings to gather staff input on application enhancements and process improvement Attend Steering Committee Meetings providing feedback from various departments throughout the region - Provide weekly status reports to Mgmt & Business Partners showing deployment Accomplishments & Issues
Equipment Configuration (Desktops, Printers & other peripherals), for medical documentation and printing QA Application functionality documenting & tracking test scripts, results, and findings reports Establish, track, and manage project expectations as related to critical path for application deployment Provide defined project support during all phases of deployment: Pre-Go-Live, Go-Live, Post-Go-Live Partnership with Business Implementation team to assure success of Application Integration Frequent travel throughout the SCAL & Inland Empire region for HealthConnect Deployment Status & Meetings Confidential, Rosemead, CA 9/04 – 12/04
Sr. Desktop/Network Technician (Contract)
Provided support for Windows XP Desktops & 2K3 Servers in the Banking Industry Install and support Workstations, Servers & Printers in a WIN 2K Active Directory Arena Troubleshoot/Resolve Desktop/Network connectivity & proprietary hardware issues Provide resolution for all issues pertaining to proprietary banking applications while adhering to established SLA’s Perform daily support tasks, IE: Tape Backup & File Restoration for Banking Audits Build Server Racks & Install New Servers as necessary Confidential, Universal City, CA 3/04 – 9/04
Help Desk Lead (Contract)
Provided Lead Help Desk Support in the Hospitality/Gaming Industry Support Dell WIN XP Desktops & WIN 2K3 Server Active Directory Upgrade/Rollout Assist with implementation of Track-It Help Desk Software, and collaborated on setting SLA’s standards Monitor Track-It Call Queues, Escalations & SLA’s and create daily Crystal Reports for management Assist Field Engineers via telephone or Remote Control with XP workstation & server installation & upgrade issues Support Proprietary S/W, Citrix Connectivity/Printing & SQL/ODBC Configuration Issues Create, Modify, & Maintain Active Directory Accounts, Groups & Permissions Liaison between Field Engineers/Technicians and other Support Groups & Vendors Monitor issues & escalations following through to complete resolution & user satisfaction adhering to established SLA’s Confidential, Los Angeles, CA 9/02 - 12/03
Data Systems Analyst (Contract)
Provide 2nd & 3rd Level desktop/network support in a Microsoft/Novell LAN/WAN environment Troubleshoot application, XP workstation configuration, and network connectivity issues Troubleshoot and resolve issues with Network Printers, Plotters, and other peripherals Install Windows XP & Windows 2000 images on Dell Desktops via Symantec Ghost Desktop & Laptop deployments throughout the hospital facility (ER, L & D, Peds, RAD, Cardiology, etc…) Post installation workstation configuration, application installation, and direct end-user consultation Setup and configure Local & Network Printers via HP Web Jet Admin, Jet Direct and MS print sharing WIN XP Thin Client configuration/deployment confirming network connectivity for nursing & registration areas Install & Support Novell GroupWise, Eudora, MS Outlook and Outlook Express e-mail clients Maintain inventory of latest images for multiple Desktop/Laptop models for quick fixes Provide support for proprietary medical applications in Hospital environment while adhering to established SLA’s
Confidential, Glendale, CA 3/94- 11/01
Team Lead, Remote Site Support (6/98 -11/01)
Supervise/Lead a team of 2nd level Desktop & LAN/WAN troubleshooting technicians Upgrade standard workstation OS from WIN95 & NT to WIN2000 via WISE Perform local testing of scheduled image updates prior to Scheduled Rollouts to Remote Sites Install WIN2000 image on Dell Desktops & Laptops at Remote Sites Post upgrade workstation configuration, Application Installation, data restoration & End-user Consultation Integrate remote desktop/laptop image update patches via Tivoli & WISE install packages Maintain inventory & distribution of latest laptop image on CD for Remote/Satellite Sites & home users Spearheaded project to integrate VPN remote connectivity via DSL & Cable Modem Maintain documented support procedures and best practices for RSS Team Monitor RSS incoming call queue escalated from the Help Desk to maintain end-user SLA’s Weekly meetings with hardware vendor to coordinate onsite and offsite repairs and SLA’s Constant meetings with local Desktop Support Team to maintain cohesive support procedures Senior Desktop Technician (3/94 – 06/98)
Provide 2nd level desktop/network support for local & remote end-users in WIN95 & NT environment Troubleshoot workstation configuration and network connectivity issues in MS LAN/WAN environment Perform data backup and restore when re-imaging/reconfiguration process is necessary Coordinate severe laptop repairs with hardware vendor (onsite & offsite) Provide continuous 2nd level remote desktop/network support via telephone Test image updates and coordinate resolutions with Development Team prior to Remote Site Deployments Frequent travel to Remote Sites as part of Deployment Team to integrate O/S & Image updates Constant communication with Information Security Team to limit remote access and password issues Spearheaded testing, configuration, documentation, and integration of ISDN remote connectivity Monitor RSS incoming call queue escalated from the Help Desk to maintain end-user SLA’s
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