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Management Manager

Raleigh, North Carolina, 27603, United States
March 30, 2011

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Aparicio Clifton

Phone: 919-***-****



Results-oriented, conscientious individual with configuration management

experience. Excellent communication, interpersonal, and leadership skills.

Expertise demonstrated with a Fortune 500 corporation in the following


. 15 years of Information Technology experience

. 10 years of Management/Supervisory experience in Information


. Project Management

. Leadership and Collaboration

. Conflict Management

. Process Analysis/Improvement


Bachelor Degree

Computer Information Systems, CIS

Shaw University


Duke University Durham, NC 2009 to Present

Duke Law School

Senior IT Analyst Help Desk Manager

Serve as point of contact for system users for duke law school: students,

faculty, staff and visitors. Provide tier 2 or higher level of user

support. Manage and supervise a technical staff of 4 IT analysts, 3 part-

time desktop technicians

. Manage a Service Desk that supports a 1,400 users base, on a 24/7

operation schedule

. Work with the University Office of Information Technology to assure

that university services meet the needs of the law school community.

Assist in troubleshooting problems at the law school and advocate for

solutions when problems arise.

. Assist in the research, design, and validation of local network-based

computing services such as file-sharing, printing, email, email lists,

group calendars, and mobile device access.

. Serves as the network security advisor for the Duke University School

of Law to ensure privacy measures are being met with law school data.

and validate the proper use of networked computers and devices.

. Responsible for purchasing/setup and deployment process of all new

PC's/Laptops and Mobile Devices

. Manage and distribute all licensed software under the university

license agreement

. Orient new users and technical staff on technical policies and

procedures of the law school by enforcement of (SLA) or by training/in-


. Train/Evaluate technical support staff to ensure proper level of

technical skills and resources are available to provide first- and

second-tier support for end-users.

Wake Medical Health and Hospitals, Raleigh, NC (1992 - currently part-time)

Lead Client Services Analyst - HIS and LIS User Support - Customer Service

Call Center

. Lead Analyst in the Pathology Lab call center providing user support

via, phone or onsite technical support for the Sunquest-Misys

Healthcare systems, SoftLab and HIS network system Siemens-Soarian

Clinicals 3.0. Wake Medical Center is comprised of Central Location and

4 satellite centers combined to be a 850 bed hospital system.

. Document customer problems in complete detail for necessary follow-up,

reference. On line reporting (SBAR-situation, background, assessment,


. Provide call queue management/monitoring system for requests for

assistance interfaces (HMED-SMS to SoftLab, Data Exchange, labs, orders

management, accounting, clinical, patient records, etc

. Handle all HIS/LIS application-support issues, Electronic Patient

result reporting (EPR); Provide user support for HIS and LIS, running

SoftLab 4.0.4 and Soarian Clinicals 2.05.

. Review and release patient orders, generate metrics reports, perform

system startup and shutdown, interface restarts

. Reporting of patient critical and non critical results-Misys Callback

solution interface-and SoftLabMic 4.0 live - assist hospital personnel

on patient test ordering, confirming correct ordering of send out test.

On line medical record reporting. Train new personnel; create backups,

billing transactions and microfiche

. Monitor and correct system errors, enforcing HIPPA compliance and


NC State University Raleigh, NC 1998 - 2009(RIF)

College of Natural Resources

Senior Systems Administrator

Windows Migration Manager -Active Directory

. Installation and configured of software and hardware including

(servers, Desktops, Laptops- MAC's and printers)

. Network administration (user management - backup management (Arc

Serve) -Windows server administration

Helpdesk management

. Remedy Tracking System-monitored all incoming help tickets by

evaluating and prioritizing based upon level of importance

. Dispatched computer consultants to address and resolve user issues-

phone support, on-site support, remote desktop management

. On line training/classroom training (Camtasia, Eluminate)

. Provided follow-up consultation to ensure customer satisfaction

. Evaluated and monitored customer feedback surveys

. Built FAQ databases remedy call history

. Backup and Disaster Recovery solution (SMS)

. User and System Consulting/Training, Web based Software

support(Peoplesoft, Jenzabar, Tracks- My Pack Portal Services, SAS-

JMP, Citrix) and configuration; Software Packaging

. Deployment Management- Remote Desk top management (RIS) VCL,VMware,VPN

. IP inventory (QIP) Wireless Access Points management for public

Student areas/Classrooms

. Digital Signage Development/Management(BuildBoard V2)

Software/Hardware Support

. Operating System: /XP/Vista/ Windows 7

. Network: Novell NetWare /6.5, ZenWorks 10,Windows Active Directory

. Desktop management: Ghost, ZenWorks Imaging and RIS;Desktop Support

Software/ Applications Support : MS Office /2003-07, Office 2010,

Adobe Suite4, 5, Acrobat 9, Adobe X Professional, SAP/4, SIS,

VPN,SPSS, SAS,STATA, Citrix - Juniper Citrix Services, McAfee 8.7,

Automated System patching/upgrades Big Fix 7.2

. Law Library reference application support (ALEPH, ILLIAD)

. Print Management (MarkVision) HP - Eprint-Pharos remote manager

. Law System application support (Time Matters and Time Slips)

. Electronic Blue Book Testing support(EBB), Examsoft

. Email Management: Groupwise 8.02, Outlook 2010

. Hardware Support: Laptop's (Dell, HP, IBM, SONY) MAC's, Dell Desktops

. PDA support (Blackberry)- BES account management



Active Directory, Novell 6x administrator, Windows 7 installation and

desktop support/deployment, Core Technologies Exchange Server, Windows 2003

Advanced Server, VMS, VCL, IBM Mainframe, Microsoft Certification: A+,

Network+, Windows 7 Desktop Deployment and Configuration MS 2151, MS 2152

Implementing MS Win 2003 Professional

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