Thomas W Smith

rub7ey@r.postjobfree.com

678-***-**** or 678-***-****

TECHNICAL SKILLS

IBM 3290, UNIX servers, IBM AS/400, routers, hubs, switches, IBM RS/6000, Windows 95, 98, 2000, XP, 2003, NT Server, Novell 2x, 311, 4.5, Microsoft Office 2000, 2003, MS Exchange Server, TCP/IP networking, SMS, GroupWise 5, Outlook 98, 2000, 2003, Call tracking systems (Heat, Clarify, Magic, Remedy, Remote32), VPN, Active Directory. Blackberry support all phones, ,Meditech, Epic: Support

with Clinic Doc, ASAP, AMBULATORY, ADT, CPOE, OPTIME, WILLOW, HIM, HB, CADENCE.

PROFESSIONAL EXPERIENCE

Grady Memorial Health System 08/ 2011- Present

Atlanta, GA 30303

Epic Support Analyst

• Worked as part of a command center Epic Support Analyst Grady Health System Epic Go-Live implementation.

• Support :Clinic Doc ,Radiant ,ADT , HIM, ASAP, AMB , CPOE, WILLOW,CADENCE,

• INTERFACES, OPTIME.STORK

• Support end-user hardware including workstations, printers, faxes, copiers, and wireless and telecommunication systems

• Support end-user standard workstation software and systems, including the current application suite, Epic order entry, patient information, reset password, office 2007, Outlook 2003, Winxp vista (including e-mail), remote connectivity (including VPN), browser and antivirus solutions.

Pratt Industries 8/08- 8/2010

Conyers GA

Help desk / Desktop Support

• Provide Support for 75 Plants and over 5,000 end-users and 300 home users in the south east.

• Troubleshoot issues including: Windows XP * Windows 7, Windows Server 2003/2008, Microsoft Active Directory, Microsoft Exchange Server 2003 / 2007 / 2010, Google Mail setup, Blackberry Enterprise Server

• Utilize Front Range ITSM Ticketing System to log, track, and escalate trouble tickets

• Provide Tier 1 Support ADP, E-time, Self Service Portal, ADP Enterprise HR V5, Time clock

Children's Healthcare of Atlanta 2/07-8/08

Atlanta, GA

Epic Help desk support

Provide Tier 1 support for all end-user issues related to the PCAOB systems and network infrastructure.

• Worked as part of a command center supporting Children’s Epic Go-Live implementation.

• Support end-user hardware including workstations, printers, faxes, copiers, and wireless and telecommunication systems

• Support end-user standard workstation software and systems, including the current application suite, Epic order entry, patient information, reset password, Lawson, office 2007, Outlook 2003,Softmed Cope Ibex soft dent Winxp vista (including e-mail), remote connectivity (including VPN), browser and antivirus solutions;

• Utilize an internal call tracking system (HP Service Center) for end-user incident management and reporting

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CDC Centers for Disease Control and Prevention Health. 9/06-2/07

Blackberry Support Analyst / HHS Mail / Desktop Support .

• Support the Blackberry including POP3 configurations, Support HHS mail.

• Troubleshot/Supported applications installed onto the devices for technicians to use in their day-to-day operations including:

• Nextel 7520 Blackberry Deployment

• Cingular 7290 Blackberry Deployment

• Blackberry Web Client (Blackberry Internet Service) support

• Blackberry Desktop Manager, Redirector, Intellect sync configuration

• Assist Helpdesk with calls

• All network connectivity issues

• POP3 email support

• Internet Browser and internal proxy support

Supported Microsoft Office 2000, 2003

Gold Kist, Inc. – Dunwoody, GA 6/05-9/06

Help Desk Analyst / Desktop Support

• Provide phone and desk side technical support for 18,000 users in 14 offices across the Southeast.

• Utilize Heat 8.0 call tracking system to monitor incoming calls.

• , Enhance IT, Supply IT, Maximo, Axapta, Business Objects, M-tech, and Kronos.

• Provide support for Tele -vantage phone systems, Microsoft Exchange, Active Directory, and network printers.

• Provide support for Blackberry handhelds – synch to the network, configure properly, train users on use.

Memorial Health Care 9/02-11/04

Miramar, FL

IT Client Support Analyst II

• Supported 10,000 users via phone and email.

• Supported all Windows 2000,XP applications.

• Provided support for numerous systems including IDX, Lawson, Care Cast, Soft Lab, and Pacs.

• Utilized MAGIC tracking system, VPN, and Remote Desktop 32.

STI Knowledge – Atlanta, GA 3/01-2/02

Help Desk Analyst

• Provided technical support to over 6000 pharmaceutical representatives.

• Troubleshot communication issues in a Windows NT operating system.

• Supported Windows applications including Excel, PowerPoint, and Word.

• Provided support for printer and laptop issues.

• Utilized the Heat call tracking system.

• Conducted follow-up calls to customers to ensure problem resolution and customer satisfaction.

Express Computer Services 3/98-2/01

Decatur, GA

Technical Support

• Outsourced network support services and technical support contracts at CNN/Turner Broadcasting.

• Installed and supported Novell networks.

• Provided PC field service support.

• Supported DSL telecommunications lines, T-1 data lines, routers, hubs and switches.

• Supported TCP/IP, Microsoft Office Suite, GroupWise Mail and email setup.

• Provided all technical support via Help Desk, CRM Tracking System/call logs.

Eastside Medical Center/Emory Healthcare 11/84-2/98

Snellville, GA

Information Systems Manager

• Responsible for overall data center at a full-service hospital (600 beds).

• Provided conceptual design of new business solutions, client/server integration of UNIX platform (IBM RS/6000), and development of strategic business plans.

• Supervised five employees in a 500-terminal/400-printer environment.

• Supported Windows NT workstations, LAN/WAN, Microsoft LAN Manager.

• Responsible for maintenance of IBM mainframe hardware and Meditech application.

EDUCATION/CERTIFICATIONS

• TSA Transportation Worker Identification Credential (TWIC 2010)

• Heat System Administration 8.0 Certification (August 2005)

• A + Certification (September 2001)

• Microsoft Certified Professional (MCP) September 2001

• Certified Help Desk Professional HDP (September 2001)

• 3-Com Corporation – Certified Networking Specialist (1998)

• DeKalb Technical Institute – Certificate: Networking Technologies and Microcomputer Maintenance (1996)

• National School of Technology – Associate Degree of Science (1984) – Physical Science, Anatomy; Microcomputers; Basic Computer Programs.

• Florida State University – Studies in Computer Science (1982 – 1983)

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