Michael Plas

** ******* ***, ****** ***** NY ****4

631-***-**** HYPERLINK "mailto:acr8dg@r.postjobfree.com" acr8dg@r.postjobfree.com

PROFESSIONAL SUMMARY

Experienced, Results-oriented Systems Administrator Professional with 15 years of Desktop Support experience in managing, analyzing and troubleshooting desktop application systems and hardware support. Demonstrated expertise in managing efficiency and enhancing overall product functionality with rigorous troubleshooting techniques. I managed multiple projects and supervised employees to meet our goals and provide details to all stakeholders. Areas of expertise include application functionality, integration, installation, hardware replacement and upgrading. Managed the workflow and management of day to day office and hospital functionality. Assisted in the process and workflow of the ICD-10 testing team. Supervised the SCM go live in multiple hospitals. Fluent in replacing hardware supplies such as; motherboards, power supplies, laptop screens, etc… Good communication and writing skills. Passion for knowledge and a quick learner.

AREAS OF EXPERTISE:

Software and Hardware support

Data recovery

Virus\spyware removal

Ghost imaging process

Troubleshooting & Issue Resolution

Analysis policies and procedures

PC and printer installs

Software install and configuration

Application System Analysis

PC and printer repairs

TECHNICAL PROFICIENCIES:

Platforms:

Windows (7/Vista/XP/Server 2008-R2, 2008, 2003, 2000);

Languages:

VB.Net

Applications:

Invision, SIS, Clarity, Clarity project plug-in, SCM/EHR ( Citrix applications), 3M, Sorian, IDX, GE Centricity Business, Bedboard, Bedtracking, Transport Tracking, Canopy, Cerner Millennium, Cisco Jabber, wireshark, CPN, Cognos, Crystal Reports, CutePDF, Dragon, SQL Server, Fastpass, Safeguard management center, Java, Microsoft HIS Client, Rumba, Oracle, PCP, PcX, RIS, Powerscribe, Adobe, Microsoft Office Suite, RDP, Kronos, Visual Studio, Cisco Anyconnect, Cisco Jabber, Keane Optimum, Meditech, Muse, Pyxis Medstation, HPQC, SEP, Webconnect, TUN,Microsoft Project; Microsoft Office Suite; CA Unicenter; Remedy; Altiris

Networking:

Active Directory; Microsoft Exchange; Ghost Explorer; Lotus Notes; TCP/IP; LAN; WAN; VPN; DNS; DHCP; Web Server; Switches; Hubs; Routers

CAREER EXPERIENCE:

Allscripts Healthcare Solutions, Bay Shore, New York June 2011 – Current

Desktop Support Analyst

Michael Plas

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Deliberately provided one on one support for all North Shore Systems: Clarity, Bedboard, SIS, PACS/RIS, Invision, Sunrise, EDIS, GECB. Routinely created/modified training documents in knowledge base directory. Supported the implementation of ICD-10 testing and the SCM go-live. Responsible for PC refresh machines, transfer of data. Had a major role in the SIS upgrade and safeguard upgrade. Analyzed all issues and resolved issues in a timely manner

Job Responsibilities include…

Responsible for promptly and effectively answering, evaluating, prioritizing, CA application incidents and change requests for clients

Manage and track SLA agreements and make sure all tickets are addressed in a timely manner

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups

Install and configure systems such as supports GIS infrastructure applications or Asset Management applications

Provide Tier III/other support per request from various constituencies. Investigate and troubleshoot issues

Supervised the supported the SCM go-live in multiple hospitals

Repair and recover from hardware or software failures

Develop and maintain installation and configuration procedures

Configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements

Create, change, and delete user accounts per request

Had a major role in resolving issues with the SIS upgrade and safeguard upgrade Providing hardware support and guidance for equipment upgrades and replacements

Identified and resolved software issues including Windows XP/7, proxy server configuration, logon issues, printing, virus, spyware/malware, and application faults

Responsible for providing network support (running Cat 5 lines and patching to the switch)

Ensure timeliness and quality of projects, changes, and repairs while keeping customer service as a #1 goal

Michael Plas

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Responsible for data recovery on all desktop and laptop hard drives

Negotiate rates with different vendors on all IT projects (phone and data cable runs, installation of Cisco wireless access points, network equipment installation)

Implement and enforce network security policies (password complexity requirements, computer usage policies, etc.)

Provide on-call support 24/7 every 3 months in rotation

In charge of PC refresh projects

Estee Lauder Companies, Melville, New York, Sept 2002 – Sept 2011

Desktop Support Analyst

Responsibility daily support for the Estee Lauder North America field globally, ranging from entry level to upper management with technical requests including: Routinely created/modified training

documents in knowledge base directory. Efficiently investigate, identify, assess process and issues, and collaborating with other staff to develop solutions resulting in efficient and functional workflows for end users. I conducted training sessions for new employees and guided colleagues

for troubleshooting issues. I created scripts for installations, network management and printer management. Supervised projects including PC upgrades, warehouse management system and payroll systems upgrade

Job Responsibilities include…

Responsible for promptly and effectively answering, evaluating, prioritizing, CA application incidents and change requests for clients

Maintain data center environmental and monitoring equipment

Identified and resolved software issues including Windows XP/7, proxy server configuration, logon issues, printing, virus, spyware/malware, and application faults

Providing hardware support and guidance for equipment upgrades and replacements

Remote and hands-on installation of various images and applications using CA Unicenter Software Delivery and Altiris Deployment Server

Managed and supervised numerous projects such as PC refresh, warehouse systems updgrade, payroll systems upgrade, Office 2007 upgrade, deployment of office communicator, windows upgrade

Blackberry support and activation using Blackberry Enterprise Server

iPhone support and profile configuration including installation of security profiles

Administered Active Directory, Citrix, and VPN accounts

Performed client side operating system migrations for North America field laptops/desktops

Michael Plas

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Tested and performed Windows XP to Windows 7 migrations using images created with Microsoft Deployment Toolkit

Deployed Windows 7 and Windows XP using USB build, PXE and SCCM

Ensured top quality customer service to all clients in a timely and efficient manner

First point of contact for any concerns coming from all field employees

Handled high-priority, high-pressure incident escalations quickly and professionally

Ensured prompt response to work tickets from members of the remote support team

Had significant involvement in several projects including:

Coordinated scheduling, ordering, and delivery of equipment for hardware refresh projects

Education

Keuka College

Major-Criminal Justice

Colorado Technical University

Major- Bachelor of Science in Information Technology (Systems Software Engineering)

(To be completed 6/2017)

Communication Skills

-Excellent communication skills with the ability to convey technical ideas to a non-technical audience.

-Demonstrated ability to give thorough and detailed information on all communication whether verbal or electronic.

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