WORK EXPERIENCE:

Confidential

TITLE: Deskside Support and Deployment Technician Contract Position

• DUTIES: Receive and respond to issues via Control Central ticketing system, phone and user shoulder taps. Provide support to troubleshoot and resolve the majority of issues with the user over the phone and by remotely connecting to the user's workstation using Desktop Sharing feature in MS Communicator OCR . Provide deskside support for more advanced hardware and software break/fix issues.
• Image and deploy Windows 7 workstations as part of enterprise wide refresh project. Migrate user data to new workstation and test all applications and access. Map network drives, install printer drivers and profile specific software and configurations. Migrate users to the Sabic.com domain and verify. Provide end-user training on Windows 7 and MS Office 2010 functionality and respond to any compatibility issues. Provide daily deployment and issue reports and updates. Maintain and track all inventory through the refresh process.

Confidential

TITLE: IT Specialist

• DUTIES: Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. Documents, maintains, upgrades or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups. Trains employees, identifies, analyzes, and repairs product failures, orders and replaces parts as needed. Determines and recommends which products or services best fit the customers' needs.
• Desk Side Break fix. Provide support of a Citrix environment, including troubleshooting profile issues. Able to configure Wyse Terminals and profiles. Software Microsoft Suite, Familiarity in working in and supporting an industrial production environment. Ability to provide smart hands support to the network, security and server teams. Intermediate understanding of network hardware, such as servers, routers, switches, AV equipment and wireless devices.

Confidential

TITLE: Field Technician Senior Contract Position

DUTIES: Provided Level II managed desktop break/fix, IMAC and computer refresh support for St. Mary's Hospital and 14 Seton Health offsite facilities. Managed desktop security patching and software updates. Created and managed Windows XP and Windows 7 OS platform computer images. Configured and installed network printers. Managed incident and change request tickets in USD. Created and maintained several technical and knowledge-base documents. Provided administrative support for the following systems: Active Directory, Meditech, Kronos, NetAccess, Cisco VPN List is not inclusive .

Confidential

TITLE: NPI Crosswalk Analyst Contract Position

DUTIES: Provide implementation and utilization support of the National Provider Information NPI Crosswalk utility to Sage Software customers using legacy EDI software, to ensure compliance with federal NPI regulations for EDI health care billing.

Confidential

TITLE: Senior Service Desk Analyst

DUTIES: The Help Desk Coordinator position was renamed to Senior Service Desk Lead Analyst when the Help Desk adapted the ITIL Service Desk model. The primary duties were all inclusive in the new position, but grew to include Coordinate efforts with IT unit managers and assist with the development and implementation of the Incident management, Change Control, Problem and Asset Management program modules in Remedy and produce transitional training documentation and operating procedures for the Service Desk transition. Provide baseline technical and process training to transition the Help Desk staff.

TITLE: Help Desk Coordinator

DUTIES: Daily supervision of the Service Desk staff. I managed the Remedy ticketing system and Symposium phone queues and monitored them for Help Desk SLA's and service quality standards. I produced technical, knowledge base and training documentation. I updated training material and provided end-user and Help Desk staff with technical, process and information systems training. I produced scheduled and ad-hoc performance, trending and analytical reports. I continually reviewed, automated and revised Help Desk processes to increase productivity and efficiency. Help Desk project lead several on IT projects and initiatives.

TITLE: Help Desk Analyst Confidential

• SKILLS DUTIES: Lists are not inclusive
• Break-Fix and IMAC support of the following software and hardware:
• Software: Windows OS 98, 2000, XP Pro Vista MS Office 2000-2003 Citrix MetaFrame Facets MeDecision Macess Symposium Thick Client Cisco Nortel VPN Client VNC Remedy Visual Cactus MS Outlook Ghost Client Lawson Crystal Analysis Adobe Acrobat Distiller PCAnywhere Novell Client McAfee Total Create and install Ghost desktop images Ghost server Troubleshoot network, Internet, Citrix, PCAnywhere, VPN, Dialup and wireless connectivity issues Security patch management.
• Hardware: Desktop PC Laptop Port Replicator PDA Smart Phones Laserjet, inkjet Barcode Printers Wireless Devices Network Modem cards, PDA, routers, peripherals
• Account Administration for the following systems: Lists are not inclusive
• Novell Netware ConsoleOne Windows NT UserManager Windows AD Active Directory MS Exchange 2000 - 2007 Citrix MetaFrame Facets/Sybase MeDecision Macess Imax Entrendex Symposium Cisco VPN Dialup.
• Call Center Phone Support and Customer Service: Lists are not inclusive
• Provided phone support and customer service for all systems, software and hardware devises listed above to all MVP employees, participating providers, members and business partners.

Confidential

TITLE: Research Information Processing Specialist II

• DUTIES: Assist with collecting and scoring data instruments used to capture data from various children mental health research programs. I developed maintained and queried SQL databases to produce scheduled and ad-hoc reports for senior management and regulatory agencies.
• AWARDS: Computer Sciences Corporation CSC Recognizing Excellence Award:
• Which recognizes significant employee achievements and contributions to CSC's business success.
• US Navy Green C Communications Excellence Award: Reflecting outstanding work in the electronic radio communications field while aboard the USS Ranger CV-61 during the 83/84 deployment to the west-pacific.