J e f f r e y T. C a m p P a g e *

Jeffrey T. Camp

* *** ***** ***** *** 108

Elmhurst, IL 60126

acgv0z@r.postjobfree.com

Cell: 361-***-****

PROFESSIONAL PROFILE

Innovative and results-oriented IT Manger with 21 years of success in the management of Help Desk end user support,

infrastructure, systems/servers, databases, applications and technology projects. Experience includes a unique

combination of management, technical achievements, project leadership, interpersonal skills and education within

global, technology driven industries. Expertise includes the design, development, and delivery of cost-effective, high

performance technology solutions designed to enhance business productivity demands.

PROFESSIONAL EXPERIENCE

INFORMATION SYSTEMS SERVICES MANAGER

* Loyola University Medical Center, Maywood Illinois (March 2013 – Present)

Manage Level I 24x7 Help Desk support center for Loyola and Gottlieb Hospital providing support for over

8,000 customers at the main campus and 28 remote locations throughout the Chicago area.

Supervise 16 Help Desk agents ensuring a first call resolution rate of 70%. Ensures current SLA’s are

established and met.

Manage Loyola’s computer operations center. Operations center monitors interfaces; data centers, performs

tape backups and is the main communications control center during system outages. Streamlined Operations

process improving system availability.

Manage system access computer account provisioning for 8,000 users. Ensure all computer related

application access accounts are created, maintained and provisioned correctly. Maintain security

documentation.

Maintain and track large operations budget totaling over 1 million dollars.

Administer HEAT help desk software from Front Range Solutions.

Conduct annual reviews, coordinate training initiatives, mentor and train 16 personnel.

Developed successful call escalation procedures that ensured priority calls are completed within established

service level agreements (SLA).

INFORMATION SYSTEMS HELP DESK/MICROCOMPUTER TECHNICIAN MANAGER

*Driscoll Children’s Hospital, Corpus Christi Texas (Oct 2007 – Dec 2012)

Manage Level I Help Desk and Level 2 Microcomputer Technicians supporting over 5000 customers over 31

counties, 30,000 square mile area, including Physician Clinics and Health Plan.

Supervise 4 personnel help desk support team ensuring a first call resolution rate of at least 70%.

Manage 4 Level II microcomputer technicians in the performance of their duties as Level II desktop support

technicians. Ensure technicians complete help desk trouble calls in accordance with current service level

agreements (SLA’s).

Address and escalates high priority issues to ensure customer satisfaction.

95% customer service satisfaction rate received on annual customer service survey.

Manage the lifecycle management and hardware refresh program, ensuring over 2,800 computers and

computer related devices, laptops, printers, scanners, Electronic Medical Record (EMR) Carts and wall

mounted computer stations are kept within refresh cycle guidelines, including the proper sanitation and

disposal of equipment to ensure possible patient data is not disclosed.

J e f f r e y T. C a m p P a g e 2

Planned and coordinated the hardware implementation of the EPIC EMR from the ground up. Met with

Directors and Physicians to determine the best hardware to fit their demanding workflow. Over 700 new

computer devices and peripherals were ordered, configured and deployed which significantly contributed to a

very successful EPIC (EMR) Go-Live hospital wide.

Plan and coordinate the current hardware implementation of the EPIC EMR system to new Ambulatory

clinics. Seven successful clinics have gone live with EPIC EMR without any system problems.

Successfully managed the deployment of the Single Sign-on hardware (Badge recognition readers) portion of

the EPIC CPOE (Physician Order Entry Project). This also included deploying over 175 newly configured

single sign on computers and devices which enabled physicians and staff to badge tap in and out of EPIC

providing them faster access to critical data thus improving patient care.

Maintain and track large budget requirements required for equipment lifecycle management totaling over 1

million dollars.

Establish the policies and goals for the Information Systems Help Desk and Tier II Microcomputer

Technicians. When hired, the Help Desk was not meeting standards. A training plan and knowledge base was

developed that increased first call resolution from a substandard 52% to 75% in just three months. A new

culture of customer service was developed and enforced.

Administer the HEAT help desk software from Front Range Solutions.

Conduct periodic evaluations for team members. Is an outstanding teacher and mentor

24/7 on-call manager.

COMMUNICATION SECURITY (COMSEC) MANAGER – ADVANCED

*U.S. NAVY, Commander Mine Counter Measures Staff Member, NAS Corpus Christi Texas (Oct 2003- Oct 2007)

- Managed the Navy’s Electronic Key Management Systems (EKMS) program for the minesweeping fleet.

- Procured and maintained highly sensitive top secret keying material for large Navy account.

- Responsible and accountable for over 5000 Cryptographic/CCI items located on 17 Navy ships and shore

based facilities.

- Submitted destruction, inventory and transfer reports to proper offices of record.

- Orders and maintains all cryptographic material for 35 local element holder commands.

- Created, planned, and conducted training for all local element holder accounts covering policies and

procedures applicable to handling of classified information and keying material.

Received a mark of Outstanding on the tri-annual COMSEC inspection conducted by the National Security

Agency (NSA).

INFORMATION SYSTEMS/COMMUNICATIONS OFFICER – ADVANCED

* U. S. Navy, USS Defender, Ingleside Texas (Jan 1999 – Oct – 2003)

Managed an IT/Communications Department consisting of 6 Technicians/Engineers in peace and wartime

operations.

Information Systems Security Manager: Wrote and implemented security policy for shipboard IT-21 computer

system, reviewed and corrected computer system accreditation and SSA package. Reviewed all aspects of

computer security and implemented changes. Conducted on-going assessment of data systems operations and

configurations; projected future hardware/software requirements; projected training requirements.

Senior Enlisted Advisor: Advisor to the Commanding Officer for all enlisted personnel matters. Conducted

disciplinary review boards, counseled, mentored and guided enlisted personnel in professional and personal

development. Refers personnel to appropriate agencies for assistance.

Chief Information Officer: Led IT/Communications Department consisting of 9 personnel through an

extensive IT/Communications Readiness Certification process and received a grade of outstanding.

INFORMATION SYSTEMS MANAGER HELP DESK/NETWORK/INFRASTUCTURE - ADVANCED

J e f f r e y T. C a m p P a g e 3

*U. S. Navy, USS John F. Kennedy CVN-67 Aircraft Carrier, Mayport Florida (Jan 1992 – Oct 1999)

- Leadership and mentoring of 7 server administrators, 2 network administrators

- Prepared technical personnel to administer network operating systems with the functional areas of

configuration, system, and performance management.

Managed/Maintain internal site networks. Conducted first level network software and hardware corrective

action.

Planned and organized the installation of local area networks; added, deleted, set privileges, and installed

software and hardware, tested LAN drops, installed routers, HUBS, switches and printers.

Managed 7 Help Desk Support personal in support of over 5000 customers.

Ensured trouble tickets were resolved within SLA guidelines.

Ensured training was conducted for support team.

Created Microsoft Access database tracking system for trouble calls ensuring customers were serviced in a

timely manner.

EDUCATION

52 Semester hours completed toward CIT AS Degree at College of Dupage (Maintained a 3.90 GPA on a 4.00 scale).

Currently enrolled. Currently pursuing CCNA certification.

CLEARANCE

Held a DOD TOP SECRET security clearance based on current SSBI/PR when retired from the U.S. Navy in October

2007.

PROFESSIONAL COURSES

EPIC (EMR) Workstation Manager Certification (2008)

CompTIA+ Certification (2008)

Front Range Solutions HEAT Help Desk Software Administrator Course (Nov 07)

Electronic Key Systems Manager (Jun 2004)

Naval Security Manager (May 2001)

Information Systems Security Manager (Mar 2002)

Microsoft Certified Systems Engineering Course (MCSE) (Mar 1997)

Certified Novell Engineer 3&4 Course (CNE 3&4) (Oct 1996)

UNIX Advanced System Administrator (Sep 1996)

KNOWLEDGE and SKILLS

Information Systems Manager/Administrator.

Security Management (Physical, Personnel, Information).

Platforms – UNIX (HP-UX), Mac/OS, Windows 8, 7, Vista, XP, 2003, 2000, 98, 95, and NT (Server and

Workstation).

Networking – TCP/IP, Novell, Ethernet, Fiber Optics, VPN.

Software and Hardware Technician.

Remote desktop management (Netmeeting, VNC, SCCM, Kaysea).

Norton Ghost/Acronis (Computer Imaging).

Anti-Virus - McAfee/Norton/Sophos protection utilities.

Microsoft Office Suite 2008, 2010 (Word, Excel, PowerPoint, Access, Project, Outlook).

J e f f r e y T. C a m p P a g e 4

MS Exchange, Active Directory, CITRIX, PKI, (SSO) Single Sign-On Badge Access.

Successful Leadership and Team Building in extreme tempo environments.

PROFESSIONAL REFERENCES

Available upon request.

Contact this candidate