Customer Service Project
Resume:
Mitch H. Schapiro Page
MITCH H. SCHAPIRO
Tinley Park, IL 60477
(H) 708-***-**** *******@*********.*** (C) 708-***-****
CAREER SUMMARY
IT Professional with extensive experience in troubleshooting, team building and successful IT System implementations. A self-motivated individual with the proven expertise to successfully lead and execute projects, resulting in a positive bottom line. Strong technical knowledge and the ability to adapt quickly.
TECHNICAL ACCOMPLISHMENTS
* Team project leader of the Avaya 8600 Router upgrade which coincided with WAN upgrade.
* Instrumental in numerous clinical and standard installation projects.
* Major hardware switch upgrade across two hospitals.
* Project lead in several IDF installations.
* Responsible for new remote medical clinic IDF installations.
* Designed/installed new Phlebotomy clinics.
* Designed/maintained Technical Support Library.
* Team Leader on the Solution Support Team.
* Physician First ER Project –Major Implementation of Software and Hardware for New ER Program.
* Member of the Standard Desktop Team –Implementation of New Desktop Software Upgrades.
TECHNICAL EXPERTISE
Hardware:
SVP Server; Avaya Secure Router 3120, 1004; Avaya 8600, 5698, 5510, 5520, 4826, 4850, 2360, 2330; Fortinet 60C, 80C and 100D Firewalls; APC UPS; WeatherGoose II; Spectralink 6120; Xerox MFD WorkCentre 3, 4, 5, 7 Series; HP 4250, 4550; Noyes OPM1; MRV 4000 TS; Transitions Network Media Converter; HP 7800, e8400; Netbackup ; AS400, Dell Optiplex GX630
Software:
IP Monitor, Portinfo, MRTG, Netdisco, Iperf, Ping, Telnet, Tracert, TFTP, Wireshark, WMS, Heat Ticketing System, MS Office 2010, 2003/2008, Active Directory Users and Computers, Ghost, Citrix, SCCM, Backupexec, Computrace, Citrix
Network:
DNS, DHCP, RIP, SNMP, TCP/IP, MLP, STP, LAN Tester TRV 10/100/1000
Operating Systems:
Windows XP and Windows 7
CERTIFICATIONS
* Microsoft Certified Desktop Support Technician(MCDST):Windows XP Support/troubleshooting, 2008
* A+ Certification, 2004
* MCP Certification in Windows 95 and 2000
* Brain Bench Certification: TCP\IP Administration, Windows 95/98 Administrator, Network Concepts
* HP Certificate - Basic LaserJet hardware training
* Network+ Course Completion
* Wireshark Course Completion
* HDI Member
PROFESSIONAL EXPERIENCE
The AME Group, Hammond, IN March 2014 - Present
Desktop Support Technician
* Responsible for resolving software related issues with standard and non-standard applications
* Support hardware failures and installs
FRANCISCAN ALLIANCE INFORMATION SYSTEMS, Chicago Heights, IL 2006 – 2013
Telecom Technologist III, 2009 – 2013
* Performed Intermediate Distribution Frame build-outs and configurations.
* Team Leader in Off-site clinic installs and configurations.
* Supported Layer 2 Network switch configurations.
* Performed network troubleshooting for hardware, wireless, bandwidth, VPN, Spectralink and vendor
supported devices.
* led major project upgrade of the 8600 Router coinciding with the WAN.
* Led major project conversion of new sites on to hospital Network which included hardware upgrades
and MDF/IDF design preparation.
* Supported T1 and OPT-E-MAN solutions for remote medical clinics.
* Led switch Isolation for Clinical Devices.
Customer Service Analyst Level 4, 2006 – 2009
* Team Leader for Chicago Heights Campus.
* Team roles were to support hardware/software issues and report issues that were unresolved based on the SLA using the ITIL model.
* Retrieved quotes for cable runs and equipment with vendors.
* Led project to realign the Customer Support Zone department assignments.
* Led project completions with Analyst - Physician clinics, Escreen, Franciscan ExpressCare, Hugs
* Security System and vendor clinical wireless pumps.
* Customer Service Analyst Lead for on-site Projects with Business System Analysts.
* Responsible for documentation and organization for all standard/non-Standard software which included a knowledge base. This was available for the department to access on a shared network drive.
* Evaluated Multifunction Device - Output Management to reduce paper usage.
* Led project completion with Analyst including: OBIX, HSM, SCRUB Ex, MedQuist, QuickCharge,
Logicare, CMS, Razor’s Edge, McKesson HPF, QMS Bi-Query, Monarch, Maxsys, Carepoint, PACS and a MFD company wide rollout.
* Partnered with team members and vendors to implement solutions related to equipment failures.
* Responsible for setting up the company emails for Executive Management’s Blackberry/iPhone.
BANKFINANCIAL, Olympia Fields, IL 1998 – 2006
Sr. Help Desk Technician / Manager
* Managed department budget.
* Relocation and redesign of major call center
* Led a team of two technicians.
* Worked with application team in rolling out in-house help desk tracking software.
* Led company - wide rollout of Windows 95 across 9 branches.
* Led company rollout of hardware upgrade across 9 branches.
EDUCATION / ADDITIONAL TRAINING
Associate in Computer Operations, Computer Learning Center, Chicago, IL, 1985
Certificate in Wireshark Troubleshooting, Global Knowledge, Schaumburg, IL, 2012
Certificate in Network+, Productivity Point, Chicago, IL, 2001
AWARDS
Rising Star Award, 2012 and 2013 for Internal/External Customer Service
Gem Award for Outstanding Internal/External Customer Service, 1999
Distinction Award in Computer Operations, 1984
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