Manager Customer Service

Joseph Cimoch

** ****** ****

Webster, MA *****

Residence: 508-***-**** Cell: 508-***-****

Email: ******@*****.***

INFORMATION TECHNOLOGY MANAGEMENT

Accomplished Information Technology manager offering over twenty years of

demonstrated career success developing and executing operational strategies

to promote growth and optimal utilization of emerging technologies.

Practiced in successful development and management of business critical

information systems, telecommunication networks, and peripheral components.

Possesses first-rate communication skills to collaborate on all business

levels, while effectively directing systems, processes, and operating

procedures. Results oriented professional, recognized for taking on major

initiatives, adapting to rapidly changing environments, and resolving

mission critical issues to ensure bottom line success.

PROFESSIONAL PROFILE

. IT Manager with notable success in delivering innovative solutions for

mission critical systems, and rapidly growing applications, in an

enterprise-level IT environment that produce a rapid return on

investment.

. IT strategic development to improve cost and process efficiencies that

support growth, productivity, and profits.

. Directs large-scale projects from inception to deployment by managing

people, capital, and technology resources.

. Expands server capacity, increases system availability, develops crisis

management strategies, and manages change.

. Authors technical documentation to improve procedures and consistently

delivers high quality service to customers.

. Negotiates winning partnerships with service providers, vendors, and

customers.

. Drives value through stakeholder consultation to align solutions with

business needs and ensure on-time delivery.

KEY STRENGTHS

.

Solution System/Network Design ( Technology Assessment ( System

Provider: Migration ( Crisis Management ( Technical Documentation

( Disaster Recovery/Business Continuity

Project Cross-functional/Organizational Management and

Management: Leadership ( Team Building ( Budgets ( ROI ( Cost

Control ( Contract Negotiation

Business Strategy Strategic Planning; Tactical Execution ( Budget

& Relations: Management ( Stakeholder Consultation ( Customer Service

and Support ( Vendor Management and Negotiation (

Configuration and Regulatory Compliance Management /

HIPAA /Sarbanes-Oxley

Technology: Enterprise Level Environments ( Mission Critical Systems

( Microsoft Windows Platforms ( Wireless 802.11 (

Voice ( MS Project, Visio, PowerPoint, Excel, Word,

Exchange ( Blackberry ( Dreamweaver, Photoshop ( Web

design, HTML, Web Portals, Web Security ( Server &

Desktop Virtualization, VMware vSphere, Application

Virtualization ( IBM & EMC SAN, ONstor NAS, ( Cisco

Networks, Firewall & VPN, Juniper SSL/VPN, Citrix ( T1,

T3, SONET, ELAN ( GMAS

PROFESSIONAL EXPERIENCE

VANGUARD HEALTH SYSTEMS, MA 2007- 2010

Manager of Networks and Operations, (Saint Vincent Hospital, Metro West

Medical Center)

. Established a high speed Verizon ELAN data network, connecting three

hospitals and eight remote office locations as a solution for imaging

storage and archive, file transfer, and centralized backup.

. Architected a VOIP solution to provide wireless voice communication in

isolated areas of the hospital, utilizing existing Nortel phone switch,

and Cisco data network.

. Developed standard operation criteria for build-out, and support of

medium and small remote locations, to support voice, data, and lab.

. Established an IT intranet for project tracking, asset tracking, systems

documentation, vendor contacts, utilizing open source platforms including

SUSE Linux, PHP, MySQL, and MediaWiki.

. Ended the reliance on file servers for file storage, through the use of

NAS Gateways, and SAN architecture.

. Crafted an encryption strategy to protect 2,500 desktops and laptops, in

compliance with Massachusetts Data Protection Regulations.

. Led data center transformation from an antiquated condition, into a state

of the art data center that incorporates the latest rack, power, and

cooling technologies.

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VANGUARD HEALTH SYSTEMS (cont'd)

Selected Accomplishments:

> Reduced hardware costs, space and cooling by consolidation of thirty

windows servers to four VMware servers.

> Saved $130,000 in annual voice and data charges, by removing

underutilized and unused Verizon circuits, and negotiating better rates.

SAINT VINCENT HOSPITAL, Worcester, MA 2000 -2006

Manager of Data and Voice Services

. Managed staff of Network Engineers, Server Administrators, Desktop

Technicians, and Telecomm Technicians

. Managed the evaluation and deployment of new systems for many diverse

hospital departments.

. Served as technical lead for the migration of two legacy hospital

information systems, to a single Meditech system for three hospitals.

. Consolidated radiology image storage to utilize IBM DS4800 SAN, and

Tivoli Centralized Tape Backup

. Developed remote access strategies for secure employee and vendor access,

utilizing Citrix, and VPN technologies.

Selected Accomplishments:

> Migrated file and print services for 2,500 users from Novell Netware

to Windows Active Directory structure.

> Successfully implemented Medhost application in the Emergency

Department, resulting in reduced patient wait times, and along with

the implementation of Bed Tracking, resulting in faster patient

admissions.

> Developed an enterprise backup strategy to mitigate risk of data

storage. Resulted in improved network capability, a reliable and

consistent method of data back-up, and reduced costs for disparate

tape systems.

> Authored help desk procedures and trained staff via test scenarios.

Documentation resulted in less "down time" of applications, reduced

onsite support, and improved relationships between the help desk and

support groups.

FALLON CLINIC, Worcester, MA 1992 -2000

Manager of Desktop Services

. Managed desktop services and technicians, for 3,000 PCs and printers,

at 40 clinic locations, Fallon Community Health Plan, and St. Vincent

Hospital.

. Led hardware planning and installation for network, servers, and PCs

at the new Worcester Medical Center, resulting in the successful

deployment of 1,200 PCs, 80 servers, and over 100 pieces of network

equipment before opening in April 2000.

Selected Accomplishments:

> Spearheaded migration from 3270 terminals to PCs. Created project

strategy, and managed project with hands on approach.

> Improved desktop support levels by documenting and publishing common

solutions to resolve problems faster. Utilized spare equipment and PC

"cloning" to swap out problem equipment in minutes rather than hours,

improving service levels to well under the 4 hour response maximum.

> Implemented a preventative maintenance program for printers to clean

and replace worn parts on a regular basis, resulting in less down time

because of faulty printers.

IBM, Boston, MA 1981 -1992

Systems Engineer

. Technical sales and support to Hospital, Federal Government, and

Higher Education customers.

Program Support Representative

. Program support for MVS, CICS, TSO, VTAM

Customer Engineer

. Hardware repair for IBM systems and peripheral devices.

EDUCATION

Bachelor of Science, Education Fitchburg State College, Fitchburg, MA

Accomplishments Overview

. Implemented LANDesk desktop management solution for patching, hardware

independent imaging, and application deployment. This allows us to

manage 1,200 desktops with only two PC technicians.

. Changed long distance provider for interstate and intrastate long

distance phone calls resulting in net savings of $11,000 per month.

. Conducted network audit resulting in the removal of six unused ISDN

circuits.

. Implemented URL filtering for web content, resulting in 20% decrease

in internet bandwidth utilization during peak periods. We were able to

postpone the installation of an additional T1 at the cost of $1,200

per month, as well as restricting access to non productive websites.

. Installed EIGRP networking for our wide area network, enabling two

independent network paths to our hosted Meditech servers. This ensures

instant routing to a usable path in the event of a failure.

. Installed IBM GMAS (Grid Medical Archive Solution) for PACS archive at

MetroWest Medical Center, with a distributed storage node at Saint

Vincent Hospital.

. Installed redundant core networks at Metro West and St. Vincent

hospitals, as a best practice to keep local networks active in the

event of a core switch failure. In the past eight years we have not

had a network outage, other than for routine maintenance.

. Migrated Home healthcare case managers from Misys, to Allscripts

Homecare management system.

. Installed CISCO wireless networks and controllers, providing secure

wireless access for inpatient area and emergency departments. Guest

access is also provided for patients and visitors.

. Architected archive solution for NATUS Bio-Logic sleep lab

application. Implemented remote viewing capability to allow

Neurologists the ability to score sleep studies from home.

. Replaced T1 circuits with Verizon ELAN fiber circuits, resulting in a

6x bandwidth increase, at a reduced cost.

. Contracted with a telecommunication company to manage ordering,

installation, and support of all Verizon circuits and equipment. This

has resulted in better terms, such as waived installation fees, and

termination charges, better support and auditing of all our Verizon

business.

. Implemented ZIX secure messaging for all email, to comply with HIPAA

regulations for encrypted email with Patient Health Information.

. Founding Member of a consortium of Worcester area hospitals, to enable

data sharing for clinical care among a community of caregivers

utilizing secure TLS mail service.

. Trained help desk personnel to do system administrator tasks, e.g.

account creation and deletion, increasing mailbox size, and granting

access through Citrix. This has resulted in less work for the system

administrators, and increased satisfaction for the users.

. Created a new position for a dedicated technician for lab services. In

the past, these duties were relegated to any available person. Now we

are able to better serve the lab, and the offices that contract lab

services.

. Implemented network and server monitoring and alerting for up/down

status using What's Up Gold. Utilized server monitoring products Dell

Open Manage, and IBM Director for server monitoring and alerting.

. Architected a solution to migrate one Exchange 2000, and one Exchange

2003 system to a single Exchange 2010 system.

. Established centralized backup with Tivoli Storage Manager, and an IBM

Tape Library, to eliminating the need for multiple server tape drives,

and multiple tape swaps.

. Expanded EMC SAN to store radiology images, and shared storage for

VMware servers.

. Evaluated replacement applications for CareVue Critical Care System at

Saint Vincent Hospital. Implemented METAVISION for ICU application

from iMDsoft.

. Installed Hospira wireless pump solutions at two hospitals, utilizing

the existing wireless infrastructure, to make IV data available to

pharmacists.

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