Summary

Information System Expert with 17 years' experience in IT business operations, strategic planning, technological architecture and design, systems integration, project management, and business development. Fully qualified and experienced in managing key projects with broad scope vision. Exhibit proven outcomes in managing entire life cycles of project development spanning various topics and addressing the multiple needs for projected goals.

Expertise Highlights

Professional Experience

Confidential

Senior Manager Service Desk

Senior Manager of Service desk to support the Virginia Information Technology Agency program for Northrup Grumman. The program consisted of 85 state of Virginia agencies, in which supported all aspects of IT for each individual agency. We were to meet SLA's and performance goals set by VITA. Managed and coordinated urgent and complicated support issues. Act as escalation point for all requests and incidents. Worked on program sector finances to ensure efficient spending to make sure analyst had all the tools necessary to perform their job.

Key Results:

• Lead a high-performing customer support team of 70 customer service analyst and project managers installing/maintaining a customer service culture for all of the State Agencies for the Commonwealth of Virginia that drives a high level of employee and customer satisfaction
• Lead the team's daily activities as well as dispatching incidents appropriately
• Ensure defined systems, processes, and methodologies are followed accordingly
• Oversee the schedule and manage the workload for the technical support team while meeting customer needs and agreed SLAs
• Establish and monitor PMP's to track support demand and employee productivity
• Manage the scheduling of multiple teams for 24/7 365 day coverage
• Identify trends through analysis and develop strategies to support these trends to improve efficiency and provide an exceptional level of customer support
• Proactively identify and implement opportunities to improve customer experience
• Design and deliver effective key management reports to assist with implementing best practices and measuring performance values
• Work collaboratively with my senior management to assess accountability, performance and compensation for teams and develop performance plans and metrics for technical support team
• Collaboratively develop on-going training program for the team member

Confidential

Systems Engineer-Consultant

Brought on as an IT consultant for the Corporate IT systems to help Wellmont Health System maintain their current Network Infrastructure and MSI package creation.

Key Results:

• Active directory GPO installation, configuration, and maintenance
• Domain controller configuration, DNS, Account management
• SCCM 2012 MSI creation and maintenance
• Citrix server administration
• Tier 4 support Windows XP/7/8 including Server 2008/2012 enterprise management
• Third level escalation point for troubleshooting any security, network, and system issues within the company or for our customers.
• Supported datacenter for all firewalls, IDS, VPNs and authentication servers with no impact to production environments.
• Responsible for maintenance of DNS, DHCP, Forefront, Checkpoint Firewall-1, and Juniper Netscreen managed services.
• Worked with Cisco routers, switches and PIX Firewalls.High-Level problem troubleshooting of Active Directory and Enterprise print servers
• Desktop virtualization.
• VMWare Vsphere client, created and monitored VM environments using Orion Solar Winds
• Managed and monitor LAN/WAN network services

Confidential

Information Systems Manager

Managed Ancillary Applications Team which supported and developed structured upgrades to ensure new operations plans, policies, procedures, and transition/migration plans are consistent with the overall company goals and objectives. Front line manager who led initiatives in virtualization, upgrading corporate network, network monitoring, reducing business risk and increasing efficiencies. Set direction, formulated requirements, developed policies, set service levels, managed personnel and budgets, oversaw all aspects of operations

Key Results:

• Managed 10-person team providing all IT/Infrastructure functions for the Ancillary applications and departments support serving various healthcare sites within Tennessee and Southeast Virginia.
• Maintain security infrastructure, including IPS, IDS, log management, and security assessment systems. Assess threats, risks, and vulnerabilities from emerging security issues, along with performing technical business case analysis for information assurance technologies and solutions relating to the HIPAA security efforts
• Increased reliability, responsiveness and level of professionalism within the team using, communication skills, excellent follow up, and leadership by example.
• Testing responsibilities: integrated test scripts and executing testing, admission through discharge, inpatient and outpatient, including nursing and ancillary order entry, task management, clinical documentation, and charge entry.
• Managed Product Life Cycle of various project integrations, integration testing and implementation of Surgical Information Systems, Aria-Radiation Oncology, PACS Cloud migration, GE Centricity, Syngo Dynamics Cardiology for all MSHA sites.
• Supported teams tracking of problem resolutions, manage software licensing and installation promoted training and development of staff.

Confidential

Systems Engineer

• Key Results:Systems engineer role to provide IT leadership for hospital's technology infrastructure located in 15 facilities City/State wide. Manage large-scale enterprise migration projects, systems conversions and performance tuning and monitoring of client/server applications. Help set long-range technical direction and capacity plans for future expansion of client/server applications.
• Project Technical Manager for hospital's new Endoscopy system implementation and Quantitative Sentinel role out. Contributed in the system design and user interface design. Assembled and documented all of the business benefits for all IT related projects.
• Oversaw the development of user documentations and training materials for both end user and senior leadership
• Participated in the Cerner project planning, and requirement analysis.
• Involved with Cerner implementation with primary responsibility for PowerChart, Orders and Clinical Documentation, BMDI and CPOE
• Hands on Cerner application support include frontend and backend utilities used to support PowerChart, INet/IView, BMDI. Experienced with a range of Cerner technology support such as PowerForm development, Basic CCL select statements/queries.

Confidential

Sr. Business Analyst

As a Sr. Business Analyst was involved in various business operations and helped the organization to achieve cost-effective production with increased quality, efficiency and satisfied customer service. Involved in documenting and the creating of business flow process by identifying the requirements for both future and current implementations as per company and departmental requirements.

Key Results:

• Researched vendor submissions in response to departmental business needs, developed requests for the proposals, appropriately identified all of the technical and business project interdependencies and lead business partners in the evaluation and selection of third-party solutions within the departmental budget.
• Assisted clients by addressing technological needs and trouble-shooting, and support of overall business plan. Selected as site liaison, acting as primary contact for all IT projects, administration, and maintenance.
• Lead cross-functional teams that translated all of the proper business needs into project plans along with the proper departmental specifications. Provided consistent Project related updates to the business owners and senior leadership.

Confidential

System Administrator

Recruited to establish a strategic and tactical Information Technology infrastructure for enhancements on existing company and client server systems. Defined and executed IT strategies and objectives to maximize system scalability for current and future implementations. Interface with clients executive team to define project requirements and translate business objectives into tactical plans.

Key Results:

• Performed tests and evaluations of network systems to eliminate problems and make recommendations for improvements.
• Coordinate hardware and software installations and upgrades to ensure work is performed in accordance with company policy. Recommend resolutions to complex matters of significance and coordinate the implementation of the approved course of action.
• Utilize standard corporate tools to record changes, service requests, and problem activities for tracking purposes.

Confidential

Sr. System Administrator

Managed a Windows based Server platform running on a platform supporting multiple sites Country wide. Worked closely with management to define project goals, develop business plans, and led the success of critical system installations, backups and data migration projects through team leadership of 4 top tier technicians.

Key Results:

• Managed help desk and provided technical support to end-users with company proprietary software
• Managed network architecture, network design, and overall network operations, which included, systems administration, operations, network management, monitoring IP Switches using What's up Gold and Network Sniffers.
• Organized hardware upgrades and installations including NIC, hard drives, tape backup drives, switches, modems, UPS, printers, SCSI controllers, RAID controllers, management of all Cisco devices including, Cisco 2500 routers VPN 3002 and PIX firewall.

Confidential

LAN Administrator- IT Consultant

IT consultant for a motivating role as a LAN Administrator for analyzing, presenting, and maintaining application software, server systems and for migrating from Novell/Windows NT to Windows 2000.

Key Results:

• Managed and administered 12 servers and 1000 workstations in a complex LAN system with multiple network operating systems.
• Performed day-to-day resolution of helpdesk tickets in addition to installation, administration and support of NTW2K servers in a large networked computing environment.
• Managed Routine Exchange Administration and File Administration user moves and migrations

Confidential

Corporate Technical Support Specialist - IT Consultant

Brought on as an IT consultant for the Corporate IT systems and application support team to handle in customer service, technical support, network administration, technical billing, reviewing contracts/credentials and project deployment for the progress of the organization

Key Results:

• Provided Tier 3 Support telephonically for 400 hotels, supported Windows NT, proprietary software, hardware and peripheral devices. Performed day-to-day resolution of helpdesk tickets in addition to installation, administration and support of NTW2K servers in a large networked computing environment.
• Help desk support team who set group policies and permissions and tested the hardware for all the CPU's that were sent to the customer sites.
• Trained and supported 300 users and handled an average of 30-40 calls daily.