J oe E. Sanchez Jr.

832-***-****

acn1zq@r.postjobfree.com

www.linkedin.com/pub/joesanchez/7b/644/241/

Summa ry

Experienced professional with numerous years of progressive Technical Leadership. Lead Team tiers 1-3

technical support for large Oil & Gas and Healthcare companies. IT Management, Supervisory and Project

Management capabilities to include remote Technical support throughout the United States and Globally.

Utilize Six Sigma, ITIL, ISO and PMBOK best practices to efficiently meet Service Level Agreements, determine

root cause and meet project deadlines and budget constraints.

Education

ITT Technical Institute (B.S. Project Mgmt. & Administration)

ITT Technical Institute (A.A.S. Electronic Engineering Technology)

Southern Methodist University (M.C.S.E. Certified in Networking Technologies)

International Institute for Learning (Lean Six Sigma Green Belt Certified)

North Harris College (Cisco Networking Technologies I-IV)

HP Online (MS Systems Management Server)

New Horizons (ITIL v3 Foundations)

Professional Experience

Houston Methodist St. John Hospital (Insight Global)

EPIC I.T. Project Coordinator – Contract 2014

• Manage project to include planning, forecasting and budget utilizing MS Project 2013 and Visio timeline

to track progress and utilize PMBOK best practices.

• Responsibilities include managing a technical staff, coordination of tasks and utilizing Lean Six Sigma

to complete tasks efficiently. Asset management of equipment and ordered hardware to meet EPIC

specifications.

• Deliver timely and accurate status reporting to executive management and project teams on Share

Point 2013 site.

• Perform Pilot PC testing throughout hospital to verify department application and printing access

between Methodist & Christus hospital networks.

St. Luke’s Episcopal Health System (7000+ Users)

Supervisor Desktop Support 2007-2013

• Effective Team direction and guidance to Desktop Level 2 staff (27+ Desktop Support Analyst

supporting multiple sites throughout Houston).

• Reduced response time by 25% for VIP level support and response time from 4 hours to 3 for all

customers utilizing process improvement.

• Emergency Team Response for Hurricane Ike and support of Command Centers.

• Duty Officer on call response of Site outages after hours.

• Created On-Call schedule and procedure for Hospital Support 7x24x365 of all sites.

• Desktop Team support services for EPIC project rollout and implementation. Provided post EPIC support

at Wood Lands.

• ITRAC project management involving 60-100 IMAC requests monthly.

• Participate in monthly ITRAC project status meetings and provide updates to Executive Management of

cost & completion dates of pending projects.

• Initiated Dell Self- Maintainer hardware program to include Team certification and provide efficient

repair of Dell hardware and minimize customer downtime onsite.

• Cross-trained team to provide new hardware support including Audio/Video support startup locally and

remotely utilizing MS Lync for doctor video conferences in other countries.

• Updated Team on site outages as they occurred and monitored ticketing queue for escalation as

needed.

St. Vincent Hospital

Team Supervisor Desktop Support (Desktop & Help Desk support) 2006-2007

• Responsibilities include IT daily operations and supervision of desktop support and help desk

representatives.

• Delegate and provide leadership and direction, train staff, interpret policies and procedures,

maintain job descriptions, evaluate performance and promote and encourage staff

development.

• Develop, manage and record inventory of assets including software and Microsoft licensing.

• Provide input into the IS planning process regarding new technologies while identifying and

implementing improvements to client service procedures and standards.

Shell IC/SOPUS (Computer Science Corporation) (8000+ users)

Workflow Management 1999-2005

• Manage and schedule the technical resources (20+ software technicians) to accomplish the Problem

Resolution and Install/Change/Move/Surplus (ICMS) for the Central Business District & Remote

Refineries.

• Created plan to implement changes and work with appropriate parties to ensure implementation is

meeting expected timeframes, service level agreements (92+% met and 250K-500K penalty for

missing) and other criteria.

• Team managed to meet reduction of Service Level Agreement targets yearly by utilizing process

improvement.

• Escalated Mission Critical issues involving practices to determine Root Cause.

• Facilitate weekly meetings with the Workflow group and cross-functional teams.

• Reduced response within 15 minutes to VIP customers by monitoring site queue and escalating issue to

site technician for immediate response.

• Eliminate recurring errors utilizing ISO 9000 best practice.

• Generated LTM tickets for out of scope repairs and provided repair and cost estimates for Shell

approver.

H a rdwa re/Software

Project / SharePoint / MS Office 2013 HP Servers/workstations

EPIC / McKesson / Cerner Dell / Apple / Lenovo PC’s

Six Sigma / ITIL / ISO 9000 / PMBOK Smart Phones / Printers

Exchange / Server Enterprises Cherwell / Service Desk/Remedy

SQL Server / SAP / Business Objects SCCM / Dell KACE

Visio / Front Page Report Express / API

Windows XP – 8 Audio Video /MS Lync / Webx

ITRAC / Performa /IMAC

References available on request.

Contact this candidate