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Desktop Support Customer Service

Folsom, California, United States
August 17, 2018

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Mike Kansa

**** ***** **** **., *** **** Folsom, California 95630


Professional Summary

To obtain a position that will utilize my skills and experience in Information Technology Management,

Lead Information Technology, Aspetar, Qatar Orthopedic, and Sports Medicine Hospital, National Sports Medicine Program

Systems Analyst July2012-July2014. Advanced to senior systems and Team Leader role to provide IT leadership for Athletes and Sport Technology infrastructure located in 43 Sports Clubs and Federations in Qatar.

Manage large-scale enterprise migration projects, systems conversions and performance tuning and monitoring of applications/systems. Help set long-range technical direction and capacity plans.


Expertise Highlights:

Major Software/Systems Implementations

Operating systems, Hardware, consultation, contracts,, Clients, Customer service, and support, Change Management

Strategic Planning/ Problem solving

Data/Business/Systems Analysis

Data Flow & Process Mapping

Customer service management

Systems Security & Disaster Recovery Planning


Freelancer Computer Technician, 10/2016 to 06/2018–Sacramento, California

Desktop Support Technician, 08/2014 to 08/2016

assist Clients regarding all facets of end-user computing which includes software/hardware, and printers, configures, installs, monitors and maintains IT users' desktop software and hardware; supports mobile workforce.

Overall knowledge of all Windows based operating systems including Windows 7, and Windows10.

Familiarity with workflow and with ticketing systems.

Provides consultation to IT users for all aspects of end-user computing and desktop-based LAN systems software.

Technical owner responsible for end-to-end problem ownership, resolution and communication with employees.

May provide on-site training to users.

Head Information Technology, Aspetar Qatar Orthopedic and Sports Medicine Hospital.

Certified Technology professional with over 18 years of experience in gathering and managing enterprise implementations of Information applications and EMR systems.

Analyzing and defining business and functional requirements, creating global metrics decision-making tools, leading data modeling and process-mapping initiatives, and designing processes, workflows and technology solutions for healthcare systems and networks.

Proven success in contracting, negotiating, organizing development and change management, financing, accounting, strategic planning and action plan.

Credible, hands-on business leader and technologist with a direct decisive style, seeking global ventures in any sector demanding unique leadership experience and IT skill-set.

06/2006 to 08/2012

Designed, developed, and launched, Athlete Electronic Medical Record (FitPlay), for the Qatar National Football team.

Build effective professional relationships with other business leaders to understand their goals and how the functional team can help achieve these goals through design and development.

Managed entire software development life cycle in coordination with vendor partners.

Coordinated overall goals, performance standards, and operational priorities Participated in the development of information management policies and procedures on healthcare compliance, privacy and security regulations, confidentiality, legal requirements, access and release of Information practices, storage and retrieval, and record retention.

Developed and administered fiscal year budgets and negotiated budgets and contracts with vendors.

Provided education and training to the employees in areas relevant to applications and management policies and procedures.

Gathered and assessed needs from internal business units; created custom solutions to resolve issues (e.g., system slowdowns, virus outbreaks, and process bottlenecks), and developed functional specifications for IT group.

Continually reviewing the latest technology updates available and recommending proper changes, and work closely with staff to develop IT strategies, training programs, educational materials

Aspetar Qatar Orthopedic and Sports Medicine Hospital NSMP, Team Lead,

Provided support in Hardware, Software, Applications, and administration of the IT infrastructure and its services including network, server, and systems, and to support the implementation of new Athlete Electronic Record, AEMR, in Sports Clubs and Federations in Qatar.

Provide hardware and software installation and upgrade, Co-ordinate with vendors to deliver various IT projects, and perform system health check and report to relevant parties.

Conduct problem analysis and liaise with other team external suppliers to ensure appropriate fixes.

Applied to all identified problems.

Team Lead Desktop Support, Al-Ahli Hospital 01/2004 to 01/2006.

MS Windows Desktop Support.

Familiar with ITIL with regards to Problem and Change Management.

Excellent technical knowledge of PC and desktop hardware and components.

Hands-on hardware troubleshooting experience.

Knowledge of software and hardware encryption solutions.

Knowledge of Active Directory.

Analytical and problem-solving abilities.

Store manager, 01/1998 to 01/2003

Zantech Computers, Carmichael California

day to day duties, Sales, Purchasing, of computers Hardware and Software,.

Complete assigned work orders in a timely fashion.

Provided customer support by phone, email, and person to person training on all technical issues.

Build and install new computers, Setup and install new printers and Scanners Complete assigned work orders in a timely fashion.

Coordinate IT work orders with customers to ensure quality performance Assign Work Orders evenly between the technicians.

Check with customers to ensure the order was completed.


Microsoft Certified Systems Engineer (MCSE),

Microsoft Certified Professional (MCP)

ITIL V3 certified,

PACS Administrator, Siemens PACS Picture Archiving and communicating System, Germany Erlangen, Oct 2007.

A+ Certification


Bachelor of Science: Computer Information Systems, 1996



Hassan, Sam Zantout, 916-***-****

Ali muhieedine,916-***-****

Zak Mogharbel, 916-***-****

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