Toriano A. Thomas

**** ******* ****** ** *********, TN 615-***-**** (cell)

ac0fru@r.postjobfree.com

Summary:

Professional Information Technologist with 21 years of experience.

Remarkable experience in Help Desk, Desktop Support, and Application Support

Well versed in Win 7 – Win 10

Easily identify and resolve technical issues and concerns.

Demonstrates Great Customer Service skills

I have an In-depth knowledge of Software, Hardware, and Networking

Quickly adaptable and able to multitask in the changing technical and Managerial atmospheres that are common in today’s marketplace

A+ Certification as a Service Technician

Certification in Computer Electronics Technology

Computer Learning Center, Los Angeles, 10/96 to 7/97

PROFESSIONAL EXPERIENCE

Salesforce Application Support Specialist Complex Care Solutions 3/16 – 2/17

Assisted Clinical Resources and Social workers with accessing and completing contact forms

Assisted with regenerating contact forms for user in the field

Created Salesforce user accounts configure each user profile for designated location and areas

Performed Tier 2 responsibilities to resolve issue that could not be resolved

Assisted with QA testing of new releases and updates to Salesforce

Provided support to 7000 Salesforce users nationwide and acted as the primary point of contact for end-user support.

Maintained and customized Salesforce.com scopes such as users, roles, profiles, groups, accounts, contacts, record types, sharing rules

Worked closely with the Care Teams in implementing an end to end solution

Worked in a constantly ever changing environment in which clients wishes could change anytime

Provided training sessions on Salesforce applications and use for end users

Technical Support Specialist Infinity Management Nashville, TN 8/13 – 3/16

Interact daily with physicians and staff members in order to meet individual needs for Medical Imaging reports and images

Assisted with Fuji Picture Archiving and Communication System (PACS) upgrade from 3.2 to 4.2 upgrading all Radiologist workstation remotely throughout multiple locations.

Assisted with Power Scribe upgrade from 2.1 to Power scribe 360

Assisted user with connecting remotely with Cisco VPN Client to access Network resources

Assisted with Add, changes and modification of network account

Created shared resources on Windows 2003 server for user resources

Worked with Team viewer remote desktop assistance to troubleshoot PC issues at remote locations

Created Win 7 image and tested image for upgrade

Configured Win 7 workstation for physician’s upgrade from Win XP to Win 7

Troubleshooting high impact view stations Radiology and mission critical PC’s

Addressing any physical PC, Wi-Fi device and Peripherals(Printer, scanner, etc.) issues

Coordinates service activities with departmental users and supporting department and vendors

Daily monitoring of Error logs, application reports and event logs in various systems including the, Radiology information System (RIS), Power Scribe 360, PACS and any additional Radiology systems, and acting on errors and issues to resolve them

Additional responsibility include assisting end uses with reported problems and issues from Power scribe 360, PACS, and any additional Radiology systems

Performed onsite and remote access to radiology information system

Responded to service calls, system error, and request with troubleshooting and corrective actions in the RIS, PACS, and Powerscribe 360

Participated in various Radiology and extra-departmental projects, which include both end-user and IT Staff

Helpdesk Analyst Lipman Brothers/ R.S Lipman Co, Nashville, TN 0 1/13- 07/13

Assisted 175 end user with 1st solution Helpdesk and Desktop Support resolutions

Assisted users with Software installations and configuration of third party software working closing with vendors on installation and user setup

Break/Fix on tablets computers, printers, laptops and desktops

Creating images for tablets, desktops, and laptop for new company standard

Assisted with wireless network configuration and smart phones and Ipad connectivity to email

Assisted user with VPN connectivity and how to access network resources on the network

Assisted users with AS400 logins and invoice printing

Sr. Technical Support Specialist Brookdale Senior Living, Brentwood, TN 04/07 – 08/12

Provides Desktop/Helpdesk Support for over 400 end users within Nashville Corporate office

Team lead for Helpdesk techs assist techs with hardware issues there were not able to resolve

Provided normal day to day Level III duties, but also showed great leadership during the time the End User Support Supervisor was not present

Well versed in all Window OS and Office Suites

Work on time sensitive project completing project before project completion date

Support over 15,000 end users nationwide with various support issues hardware, software, and network related issues

Assist Communities with WAN connection issues

Trouble shoot community connection from ISP modem, Cisco 871 routers, and Switch

Refreshed End of Life PC and networking equipment with new network router, switches and PC

Created Share point knowledge base for all Helpdesk technicians.

Work with Wyse Terminals in a Citrix environment

Knowledge of testing Microsoft SharePoint 2010, technical applications

Assigned responsibilities like testing, monitoring, and maintaining SharePoint 2010 by following standard guidelines

Assisted laptop user with Encryption software configuration and logins

Used Webex remote tool to connect to end user system and troubleshoot issues

Escalated issues that are not able to resolve to appropriate groups for resolution

Trained all new Technicians brought aboard in Nashville Corporate office

Acted as Interim Supervisor during the leave of absence of the End User Support Supervisor.

Created new user accounts and modified end user existing account

Administer end user accounts added user to different groups and permission in Active Directory

Active Directory OU management for application infrastructure

Troubleshoots and resolves software, operating system, and networking problems

Managed Nash BES Server

Supported healthcare and custom applications

Experience configuring and technical support of web based applications

Administered Print server added and deleted new and old printer

Adepts good at organizational skills and time management.

Greatest strength is his ability to effectively handle multiple projects and tasks

Demonstrates incredible customer service

Instrumental in assisting with the transition and in helping to merge the three company’s Help Desks into the new BSL Help Desk.

Led and assisted with many projects and initiatives that have contributed to the success of the department.

Led projects that has included the implementation of coordinating disposal of old equipment and technology upgrades

Support of the Videoconferencing equipment and Training Equipment

Application Support Specialist Premier Radiology, Nashville, TN 09/06 – 02/07

Provide systems technical support for multi-national operations facility.

Provide Helpdesk support and Desktop support for in-house PC based systems

Configured software/hardware at PC set-up to meet individual users needs

Accessed SQL database adding, modifying, creating, and querying, tables in the database.

Access SQL database to retrieve archived images of patients

RIS Administrator performed technical systems analysis, troubleshooting, and systems implementation to ensure the availability of critical system hardware, software, and operating systems to support provision of quality, cost effective patient care throughout the patient care continuum

PACS Administrator maintains the Radiology Information System (RIS) and assists with maintenance of the Picture Archiving Communication System (PACS).

Develops end user training documentation, working with Training Development staff

Acts as a department liaison with the IS Department as well as hardware and software vendors.

Assists with software product evaluation, Assists with system implementations, upgrades and changes.

PREVIOUS EXPERIENCE

Sr. Helpdesk Analyst Bank of New York, Nashville, TN 09/05 – 9/06

Customer Support Analyst Ardent Health Services, Franklin, TN 12/04- 09/05

Network Administrator Toyota Financial Services, Franklin, TN 12/04-8/05

Helpdesk Analyst Progeny Marketing Innovation, Franklin, TN 8/04 – 12/04

MILITARY ACHIEVEMENTS

06/92 Southeast Asia Service Medal (1st Award) 10/94 Hazardous Waste Operations

01/92 Sea Service Deployment Ribbon (1st Award) 06/94 United Navy Honorable Discharge

04/91 Battle “E” Ribbon 05/94 Southeast Asia Service Medal (2nd Award)

11/90 National Defense Service Medal 02/94 Sea Service Deployment Ribbon (2nd Award)

REFERENCES

Available Upon Request

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