Joseph Cook

Objective:

Serve and grow in the Information Technology space in a role that will best utilize my experience in the areas of technology support & management, team building, and implementation of IT business/medical solutions. Find opportunities to streamline existing processes and improve the effectiveness of project delivery and IT support teams.

Professional Summary:

Skilled professional with broad experience in team leadership and IT support including operating systems, medical devices and applications, and networks. Particularly adept in areas requiring team building experience, solid IT analytical support, project implementation experience, and strong oral & written communication skills. Technical Summary:

Qualifications include hands-on experience or management/team leadership in the following areas:

● Team Lead / Technical Lead / Acting Manager of IT support team.

● White glove C Suite IT services for partners, executives, and associates.

● Tier 3 technical support for Mac OS-X, Microsoft Applications, Desktop OS, Server OS, wireless/networks.

● Corporate Enterprise user support FPO (Sprint, H&R Block, PwC).

● Active Directory, PDC/BDC, File Server, User/Group Policy administration.

● Microsoft Office, Email, wireless/network, WINS, DHCP, TCP/IP, Remote Desktop, VPN, Digital Certificates.

● Macintosh OS-X and Microsoft Windows Desktop, Network Printing, Domain OU File/Printer access.

● Manager of Apple Authorized Service Center, Apple retail support center.

● Installation and maintenance of a variety of network cabling mediums and topologies.

● Principle contact and delivery owner of Macintosh OS-X platform integration into Active Directory.

● Design, implementation, and management of domain, workstation imaging, and server environments.

● On-call support and consulting to KC area business entities.

● Project coordinator - Defined project plans, project requirements, provide final project acceptance signoff.

● Project Delivery, Systems Integration, Operations Compliance, Principle Technical Contact.

● Directed, implemented, and documented Backup/Restore/Disaster Recovery for servers and workstations.

● Provided service process improvement research and documentation, trained new hires.

● Coordinated the activities of IT solution providers, architectural/construction firms, and systems vendors.

● Development of client relationship, SLA, and processes for device support, break-fix, & fix agent referral.

● Daily onsite outsourced consulting to Metropolitan Community Colleges HQ, Penn Valley Community College, Waddell

& Reed, Kemper Service Funds, Hoechst Marion Roussel, UtiliCorp United/Energy One, State Street Bank

(KC/Boston/Quincy), HCA Midwest/College Park Family Practice, PricewaterhouseCoopers, Oracle/Cerner/Western Missouri Medical Center.

Professional Experience:

Independent Consultant 2005 - Current

Provide on-call custom IT solutions and support for business and residential user groups, including initial and on-going consulting and general technical support.

● Support Active Directory, Desktop HW/SW troubleshooting, File/Print Server, Microsoft applications, install and troubleshoot physical network.

● Apple OS-X and iOS support, including networking, cloud services, and break/fix

● Design/Install/Maintain wired/wireless fast Ethernet (802.11/b/g) networks, routers, servers and clients.

● Provide website development, authoring, web mastering and e-commerce development.

● Provide OS migration and ongoing security compliance and virus protection.

● Lias with internet providers, VoIP providers, cloud services, domain hosting/registration on behalf of clients Oracle Cerner Corporation at Western Missouri Medical Center April 2021 - April 2022 Onsite Client Support

● White Glove support of executive suite, hospital staff, health care Providers

● Served as consultant or resource for Oracle Cerner project portfolio initiatives for Western Missouri Medical Center

● Performed Oracle Cerner Connectivity Engine upgrade and provisioning (Nihon Kohden, FetaLink) for CareAware iBus/BMDI and CareAware cloud migration

● Racking/connecting network infrastructure components

● Provisioning and supporting Cisco IP phone system and voicemail using Cisco Unified CM and Cisco Unity Connection

● Daily support of Cerner and ancillary applications and print services, Active Directory and VMware administration

● Daily support of desktop/laptop/printer hardware including hospital unit cart PCs, med scanners, staff ID scanners

● Security compliance by Windows 10 OS update maintenance, Application updates, hardware refresh PricewaterhouseCoopers / TATA Consulting Services Jan 2017 - Oct 2020 Site Asset Manager, Client Support, Project Delivery/Support Client-Facing White Glove C suite Support for Managing Partners, Senior Partners, Dept Heads and Associates with desktop applications, secure networking, and HP Managed Print Services

● Security compliance by Windows 10 OS update maintenance, Application updates, hardware refresh

● Supported multiple on-site Crestron and Google Meet video conference platforms

● Provided daily management and support of IT assets, deployed/received to/from associates and partners

● Served as Point of Contact and Support for IT infrastructure upgrades and project delivery

● Kansas City Point of Contact for Microsoft Windows migration to platform 10

● Kansas City coordinator of firm wide hardware refresh initiative

● Provided Apple OS-X and iOS support, including laptop acquisition, networking, Google Cloud services, and break/fix

● Provisioned assets with VMWare and special purpose Line of Service documents for Third Party Review

● Prepared conference rooms and network VLAN for Public Company Accounting Oversight Board (PCAOB) LoS Review

● Supported periodic switch/fiber/ISP provider maintenance, cutover, and failover testing Insight Global (3 month contract) Nov 2015 - Jan 2016 PC Tech / Windows 7 Migration Specialist - HCA Midwest Account – College Park Family Medical Practice

● Managed inventory of new assets by clinic location within the College Park Group of Clinics (12)

● Assisted with scripting/coding of post image configuration

● Unboxed, imaged, installed and configured College Park and HCA Software

● Prepared devices for deployment at centralized staging location, pre-staged at clinic location

● Deployed computers (desktops/notebooks, monitors, docking stations) to twelve separate clinic locations

● Worked with System Admin team to insure user data is backed up and restored at time of migration

● Assisted Network Engineering in moving each user/asset node over to newly deployed network

● Verified operational integrity, resource connectivity, and user credentials in new environment HCL America – HCL Technologies Consulting / HMG America (6 month contract) Aug 2014 - Mar 2015 Team Lead/Acting Manager, Project Delivery Coordinator - State Street Account

● Served as Manager and technical lead for local team and extended team at North American sites

● Coordinated daily work load and priority balancing for Day1 remote migration floor-walk team & ticket queue

● Participated on technical/reporting conference calls with State Street PMs and delivery PMs

● Created daily action team plan and priority balancing for Windows 7 migration or replacement of XP assets

● Coordinated Project Deliverables of State Street Windows 7 migration for the Kansas City site

● Served as direct-to-client liaison for client side PAM integration, testing, and technical feedback

● Created proven client side technical publication for post migration integration of PAM & dependencies

● Responded to and coordinated high-visibility escalations to resolutions

● Researched, Piloted, and delivered technical solutions for Windows 7 migration

● Provided PAM technical consultation to virtual OS development groups

● Served as direct delivery contact for State Street in Kansas City for Windows 7 migration

● Provided Windows 7 Migration Day 1 Support for machines scheduled for overnight remote OS uplift

● Contributed to technical methods/procedures library used by North America remediation teams

● Created reports for daily migrations, remediation, asset reclaim, and location of remote assets not responding

● Updated various project SharePoint sites, and advised PMs and client on technical issues and solutions

● Delegated SME for subject matter research, and provided oversight and technical contribution as needed Hewlett Packard - HP Enterprise Services (6 month contract) Feb - Jul 2014 Desktop Engineer / Primary contact for HP Managed Print Services - Ericsson Account

● Supported HPAC (HP Access Control) Secure Pull Printing authentication and HPAC badge/ID recognition

● Maintained/Installed printer consumables and all media path components for HP MFP’s using JetAdmin

● Respond to problems with wired network and wireless Access Points. Assist reaching resolution

● Complete network wiring/rewiring and PC moves/adds/changes projects

● Assist with walk-in customer computing issues in HP MyIT Walk-In Center

● Complete system imaging/reimaging, user access, and security configuration

● Perform laptop system board, LCD display, and all component troubleshooting and replacement

● Track work and hours in HP & Ericsson IT services tracking systems Lee’s Summit R7 School District Sep 2007 - Jun 2013 District Technology Specialist (tier 3) – Reporting to Executive Director Tier 3/White Glove technical support for Microsoft Applications, Desktop OS, Server OS, Mac OS-X, wireless/networks

● Managed or implemented various project deliverables, provided system requirements, and insured integration and operational compliance.

● Worked with external suppliers and service providers for project deliverables and maintenance routines.

● Assisted leadership with planning and implementation strategies, and process improvement.

● Provided Tier 3 System Administration and Integration

● Microsoft Active Directory administration, including Macintosh OS-X Active Directory integration.

● Researched and proposed IT solutions, and provided tier 3 support for Tier 1&2 field support personnel.

● Migrated magnetic media based video distribution system to Safari server and stream based video delivery over IP H&R Block- ONC Broadband Deployment & Field Technical Operations Sep 2005 - Sep 2006 Project Coordinator, Division 49 & 50 – Reporting to Sr Project Management

● Managed Division 49 & 50 implementation / conversion phases of the corporate-wide Broadband connectivity Deployment Project to convert all company-owned satellite offices to broadband.

● Tracked projects and created reports using Microsoft Excel and Block Office Connectivity System, reported to and advised Sr. Project Manager/s

QA Lab / Tier 2 Support

● Performed Block Office Installation Process testing & Tier 2 support for office setup, including office automation, proxy configuration, office registration, hardware maintenance, and mission critical resolution for tax office users, and for division technical staff & management.

● Provided outbound phone support to verify project results in other field support organizations.

● Used Cisco Systems VPN and Microsoft Remote Desktop to support servers and tax role computers for field offices. SPRINT Long Distance / Local Networks / Broadband Jul 1997 - Dec 2001 Sprint ION - Broadband Local Networks Operations Center Systems Integrator - Systems Planning & Integration, White Glove C Suite Support – Reporting to General Manager

● Initiated and led department specific Service Management processes and team recruiting/building

● Managed or implemented various project deliverables, provided system requirements, and insured integration and operational compliance.

● Provided server/domain implementation, administration, network provisioning, systems integration, and systems support for Sprint ION network element deployment & management.

● Designed and deployed Microsoft domain across LAN/WAN, including WINS servers & BDCs, and ongoing support structure whereby systems can be managed remotely.

● Implemented custom backup procedure for user computers securing Sprint ION critical data.

● Created seamless LAN/WAN environment using distributed profiles allowing maximum mobility for users.

● Defined and managed the design project of desktop/laptop disk imaging for rapid failure recovery. SPRINT Long Distance / Local Networks / Broadband (cont’) Sprint LDD – Enterprise Information Systems / Service Management Client Support Analyst – Sprint Internal Enterprise Call Center

● Supported more than 50,000 U.S. and global Sprint enterprise users

● Provided Technical Support for Microsoft Office, other enterprise licensed applications, operating systems.

● Researched and Developed process improvements & standardization of support procedures

● Provided training for new hires on corporate wide applications and system administration

Received Management recognition for technical ability and exceptional customer focus.

Received Executive recognition for developing solution for data security and high availability of critical systems.

Achieved a first call resolution of 75% to 80% at Sprint Internal Helpdesk. Education / Certification:

DeVry University, Kansas City, MO

Associate of Applied Science Degree in Electronics Honors: Dean’s List

Community: Student Government

Certifications: ITIL I A-Plus IBM Hewlett Packard Dell Apple Macintosh OS/OS-X Sun UNIX

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