SUMMARY:

• Highly effective IT professional who is seeking challenging supports opportunities. I have various experiences in mid - sized to multinational corporations as well as US government agencies with identifying, developing, implementing, and supporting cost-effective technology solutions for all aspects of organization.
• Establishment of policies and procedures and maintain procedures and documentation allowing for escalating issues to the responsible team following established escalation procedure.
• Reviewed monthly expenditures for the IT department, and operational activities, to ensure compliance with established budget.
• Manage the technology department, ensuring all areas of the client were supported with proper computer systems in accordance with the ITIL standards.
• Responsible for producing Daily, weekly and monthly statistical analysis/metrics of support activity allowing for tracking trouble tickets and spot problem trends to maintain support staffing and costs.
• Decreased service desk agent ‘talk-time’ by 25% resulting in increased client satisfaction and (allowing for 3rd level support team to focus on responsibilities).
• Implemented new policies and procedures for faster customer support and problem resolution. Serving as single point of contact for Support Team related issues and call escalations.
• Implemented and deployment of application, manager and monitor of IT Service Management tools that allowed for a single system for IT support, automation of manual tasks for standardize processes.
• Manage and monitor all Support of Service Levels and Service Level Agreements.
• Oversee and direct Help Desk, Desktop and nightly Data Center Operations.
• Service-Now Modular includes, Incident Management, Problems Management, Change Management, Release Management, Knowledge Management, Assets Management

TECHNICAL SKILLS:

NOVELL: WINDOWS AD NT SERVER 2002-201 2, Microsoft SBS, Advanced Server 2000 Windows OS 3.11, 95, 98, 2000 Pro, ME, XP, Window 7, Window 8, Office 365, MAC OS 9, V10.0, Power PC, MS Terminal Server, MS SQL server, Exchange 2010, 2012, MS Remote Access Server, Microsoft Office Lotus SmartSuite Word Perfect Lotus Notes, Project, Microsoft Visio, ARCserve, HP Jet-Admin, Remedy, Bindview 6.0, Norton, Solarwinds, Antivirus, Ghost, PC Anywhere, Zen-Works, Service-Now, BMC, NetSuite, CA, Citrix, Amdoc, Epic medical applications, Meditech application, Microsoft SBS, Active Directories, Intronic, IBM Tivoli Contuuium., Yardi.High-Jump, SAP. Various Health Care Applications. Windows 10 installation, Windows-Office 365, Windows Endusers support Google G Suite Products.

Hardware: DELL, Compaq, Toshiba and IBM PCs, HP Printers, IBM Printers (network and AS/400). Cisco Routers and switches, LAN/WAN, Cloud technology, and WiFi installs.

SKILLS: Windows Administrator, Google Administrator, Network Manager, Symantec, Norton Antivirus Administrator, Outlook Administrator, Support of various cellular devices. Ticketing (CRM) Systems Asset, Tracking Systems, Building Knowledge database, Remote Control Systems, ITIL certified, Cable Management, Site planning/implementing/ management, Go-Live Support, Help-Desk certified, End-User Support certified.

PROFESSIONAL EXPERIENCE:

Confidential

IT Support-Manager / Operational Manager

Responsibilities:

• Responsibility for the activities supporting end-user computing technology distributed across the facilities. This technology includes both personal computing devices and voice-over-IP telephony endpoints.
• Manage all aspects of the Support Team, ensuring customers are provided quality, efficient and timely first and second level support on a 7x24 basis
• Align and prioritize customer support issues
• Define and measure goals and objectives to ensure continual improvement of the team
• Monitor incident tickets to ensure SLAs are being met
• Review incident and service request data in order to improve the operational efficiency of the team
• Identify problem trends and initiate technical, procedural and/or training enhancements
• Ensure ongoing training for all process and technology areas relative to the team
• Through proficient use of industry best practices, ensure timely maintenance and support of end-user computing devices, effectively manage to the annual device refresh plan, while implementing continuous process improvement opportunities that drive efficiencies across the organization.
• Worked in close collaboration with IT Project Management Office, Technology, and Application leaders to support projects requiring end-user computing device services.
• While working as a PM articulating clearly stated expected benefits with measurable outcomes while ensuring accountable baseline measurements are established, measured, and delivered as expected.
• Experience leading infrastructure technology department(s) supporting small to mid-sized similar organizations, in the healthcare industry.
• Experienced with technology-driven projects run through an IT project management office.
• Exhibited a high degree of customer service, cooperation, teamwork, initiative, and exceptional judgement.
• Demonstrated ability to achieve objectives, balance multiple priorities, communicate effectively and remain organized.
• Excellent communication skills required for articulating technical thoughts and ideas to business leaders and decision makers.

Confidential

Project Manager / Support Agent

Responsibilities:

• Lead collaboration efforts with business stakeholders, User-Centered Design, and customers to gather and prioritize requirements.
• Effectively manage a team of designers in preparation of wireframes, prototypes, design concepts, and high-resolution artifacts to be used in final implementation.
• Prepare schedules, align resources, and manage third-party vendors as necessary.
• Perform design standards integrity check (during implementation phases).
• Perform product/content evaluation to determine fit, collaborative design sessions with customers by role/persona, and collaborative design sessions with key stakeholders by role to lay out future state designs.
• Look beyond the current release cycle and explore future scenarios and innovate across a portfolio of projects (process included).
• Help define user experience for the portfolio and the execution of strategic user research and defining product strategy.
• Effectively partner with product management to ensure solutions meet the needs of users and serve as a liaison to business area and to technology partners.
• Effectively promote consistency and integrations across solutions where needed.
• Generate new ideas at the product level and project level; prepare implementation plans.
• Ensure all staff is provided with training and resources needed to perform their jobs to the most outstanding degree possible. Ensure all staff is provided with frequent feedback and coaching in order to meet and exceed individual and team performance goals consistently.
• Manage and encourage new ideas from staff to foster improvements through innovations.
• Empower the staff to be accountable and responsible for their own actions and decisions.

Confidential

Implementation Trainer Lead & Project Manager

Responsibilities:

• Develops, manages, and maintains the technical aspects of system implementation project. The scope of participation included but not limited to: management and maintenance of the all project documentation, management of the team and design of all technical aspects of the "project(s)" assigned
• Assisted with defining the system configuration requirements for departments and specialty areas.
• Communicates technical information effectively to other team members.
• Analyzed the business and technical compatibility of systems, hardware, network, and interfaces.
• Developed the technical testing plans and coordinates the “project's" technical testing processes.
• Remaining up-to-date on “Project” changes to the management team.
• Responsible for the training of Doctors and staff, the training is based on the location of the Doctors, staff, responsibilities etc.
• Testing, maintaining, and monitoring computer programs or systems, including coordinating the installation of Meditech modules.
• Developing, documenting, and revising system design procedures, test procedures, and quality standards
• Meditech implementation skills, including experience with building, testing, and training on specific Meditech modules.
• Alexian needed healthcare computer systems analysts with Meditech implementation experience in a variety of skillsets including: Pharmacy, CPOE, PDOC, EDM, Orders, RXM, and Labs reports.

Confidential

IT Technical Consultant Specialist

Responsibilities:

• Providing IT services to small businesses, these businesses consists of Physicians, Attorneys, School Districts, and other small companies. The services provided are network, desktops, applications and projects.
• Offsite support agent providing technical telephone support for incidents related to network, desktop, and applications for small businesses and schools including basic desktop and Network troubleshooting related to connectivity problems.
• Network support activity includes on-demand operations troubleshooting and support for world-wide implementation of Cisco routers across private VPN, wireless and MPLS public networks.
• Regularly interface with in-house staff for connectivity and performance troubleshooting and incident remediation. Provide cost-benefit analysis of proposed supported systems.

Confidential

Support Manager/Project Manager for Epic implementation

Responsibilities:

• Worked with technical community and business units providing clear and concise communications for the impact on business unit, or customers. Interface with Technical business units and compliance officers on a regular basis providing updates for incident resolutions.
• Ensure compliance with regulatory agencies, policies established by hospital/department, and management
• Responsible for facilitating and directing crisis calls for the recovery of critical applications and resources from major incidents and outages. Resolves production problems or potential problems identify opportunities to improve systems and architecture.
• Determined alternate solutions with risk analysis and identifies opportunities to use technology to improve availability, and minimize service disruptions. I served as primary liaison between various systems support teams and other technical teams during and after service disruptions. Interface with technical teams to direct or assist in service disruptions affecting Regional service disruptions.
• Remain current on technical and professional developments and business strategies affecting area of responsibilities. Provide technical leadership and consultation. Maintain expert knowledge in specialized systems and ITIL standards.
• Supported IP phone system. Facilitate moves, additions and deletions.

Confidential, Chicago, IL

Benefit Health Consultant

Responsibilities:

• Prepare agendas and lead client /team meetings while leading client teams' projects and deadlines utilizing project management tools. Ensuring CMS compliance with standards including use of templates, client calendar, peer review, and transparency.
• Assist with developing employee communications strategy and oversee other team members in the execution of this strategy including management of open enrollment process.

Technical Consultant

Responsibilities:

• Providing IT services to small businesses, these businesses consists of Physicians, Attorneys, School, and various small companies. The services provided were network, desktops,applications and projects.
• Offsite support agent providing technical telephone support for incidents related to network, desktop, and applications for small businesses and schools including basic desktop and Network troubleshooting related to connectivity problems.
• Network support activity includes on-demand operations troubleshooting and support for world-wide implementation of Cisco routers across private VPN, wireless and MPLS public networks.
• Assist with regular patching and system updates for Meridian and Nortel PBX systems.
• Interfaced with clients IT staff for connectivity and performance troubleshooting and incident remediation.
• Worked with the plant managers to provide the data services required to operate all communications within the facilities.

Confidential, Rolling Meadows, IL

Technical Support Supervisor

Responsibilities:

• Provided 1st and 2nd level support to resolve user concerns with various in-house proprietary applications, including Windows, Microsoft Office, GroupWise, while still responding to telephone calls, emails, and personnel requests for technical support and provide updates in a timely manner.
• Manage the technology department, ensuring all areas of the client were supported with proper computer systems in accordance with the ITIL standards and Confidential global standards.
• Ensured the Support team followed company established policies and procedures. Additionally, worked with the SDM to determine and implement new policies and procedures.
• Supported IP phone system. Facilitate moves, additions and deletions
• Responsible for producing Daily, weekly and monthly statistical analysis/metrics of support activity allowing for tracking trouble tickets and spot problem trends to maintain support staffing and costs.
• Supervised staff of 7 engineers providing end to end off-shift operations support for 85 domestic and 2 international offices ensuring successful execution of network, IBM mainframe, Wintel, Sun Solaris, (storage?), Wintel anti-virus, application distribution, AD administration, and monitoring of host batch jobs, network and critical hosts.
• Manage team that average 180 to 200 calls per day with an 80% first call resolution while reporting on FCR/ACD/ACW/AT etc.
• Decreased service desk agent ‘talk-time’ by 25% resulting in increased client satisfaction and (allowing for 3rd level support team to focus on responsibilities).

Confidential

Senior System Business Lead

Responsibilities:

• Oversights of DHS technology department, ensuring all areas were supported with proper computer systems in accordance with the standards of the U.S. Government at the local, state and federal levels.
• Ensured the implementation team followed company established policies and procedures. Additionally, worked with the SDM to determine and implement new policies and procedures that benefit government standards.
• Served as manager for the technology department, supporting computer systems in accordance with the brand standards of the U.S. Government at the local, state and federal levels.
• Knowledge sharing with programmers, application experts and computer operators regarding various applications systems, report generation, system enhancements, system failures and related issues.

Confidential

QA Team Lead & Support Lead

Responsibilities:

• Acted as the primary point of contact for the Kraft Service Delivery Manager (SDM), responsible for overseeing the Kraft Help Desk and Data Center teams while providing high-level technical skills, analysis, and knowledge of troubleshooting, and service levels.
• Ensured the QA team followed established policies and procedures and provided updates of changes that could potentially impact Kraft’s support efforts.
• Analyzed various customer issues, recommended and implemented solutions to produce desired results
• Represented the department at IT Governance to move projects through the process by persuading others that they were necessary and would return value to the organization
• Served as point of contact for Kraft on all Spherion Team related issues and call escalations which involved escalating system or application issues in accordance with established escalation procedures.

Confidential

Desktop Support Manager of IT Infrastructure (Interim Director)

Responsibilities:

• Managed ConAgra’s IT support team for three business units (Refrigerated Foods, Deli Foods, and Foodservice organizations), consisting of combined revenues of $8.0 B.
• Managed the IT support team, supporting over 4,500 users located at 20 sites, including 15 manufacturing facilities and DSD (Direct Sale Divisions).
• Managed an IT team that performed 3-different rollouts/refresh of operating system and hardware.
• Directed, maintained and enforced the enterprise standards and versioning for the networking, telephones, database, and desktop support teams, totaling 10 employees and 15 IT contactors.
• Deployed major projects across the five-state region involving the hiring, training and managing of 25 employees prior to field deployment then performing post implementation support.