Professional Introduction

I am a focused, dedicated, highly motivated professional whose strong work ethic, combined with 15 years of working experience in both healthcare and global environments allowing me to exceed the norm, set the pace, and meet the challenges of a new, exciting millennium.

Outstanding Customer Service

Advanced troubleshooting and configuration skills

Excellent training skills

Ability to multi-task with solid organizational skills

Extensive experience in healthcare settings

Well versed in ITIL Methodology

Expert hardware and software skills

Highly capable of working independently or within a team environment

Working knowledge of HIPAA requirements

Technical Skills

Windows & Mac OS

Microsoft Office

VMware

SonicWall

IE/Chrome

BMC Tuner

SCCM

Wyse Thin Client/VDI

Video Conferencing (Cisco, Avaya)

Microsoft Active Directory

Microsoft Exchange

PC anywhere/VNC/Bomgar/GoToAssist

RSA SecurID

WEP/WPA wireless networks

Microsoft file system management

BMC, Wily, Riverbed, Orion-Solarwinds, SiteScope, eSpud, Dynatrace

Smartphone (iPhone/Blackberry/Android) & Tablet troubleshooting

Network / Mail Protocols

oTCP/IP/ DNS/WINS

oSMTP/POP

Cisco VPN / Juniper

VOIP Cisco & Avaya Systems

HP/Canon/Xerox/Ricoh printer management

Professional Experience

Express Scripts, Inc. 10/16-Present

Systems Monitoring Analyst

Support and maintain a high performing monitoring environment, combining BEM, SiteScope and other tools

Assist development and support teams in conducting triage and incident management with collection and analysis of performance metrics

Deliver training on the use of monitoring in application performance management and incident management

Establish and revise SOP’s to achieve efficiency, quality output and uniformity of performance, while reducing miscommunication and failure to comply with company regulations

Software Analysts Corporation 04/16-09/16

IT Operations Analyst – Senior

Image and deploy both laptops and desktops

Provide video conferencing support to senior management

Manage RSA SecurID tokens for end-user access

Resolve technical support issues including VPN connectivity, email, and other enterprise software utilizing various methods and tools such as SCCM, RDP and Skype for Business

Troubleshoot and resolve issues with telephones (digital & VOIP)

Bolt Innovations 04/14-04/16

Network Administrator

Created and managed email accounts within Exchange

Install and implement OS security patches and updates via WSUS

Install and troubleshoot both local and network printers

Provide both hardware and software support to users

Ongoing clean up of Active Directory accounts

Allied Healthcare Products, Inc 10/13-04/14

Network Administrator

Monitor and maintain the company’s LAN/WAN infrastructure

Maintain all servers (using VMware for the virtual servers)

Install and implement OS security patches and updates via WSUS

Install and troubleshoot both local and network printers

Provide both hardware and software support to users both in office and remotely

Troubleshoot and resolve issues with the telephone system

FM Global 11/10-12/12

Sr. Information Specialist – St. Louis Operations

Provide both hardware and software support to users within a global environment both in office and remotely

Create knowledge base articles to assist with resolving issues more effectively

Work with users to provide technical training in both a classroom type setting or remotely using tools such as Live Meeting

Maintain relationships with management teams to provide solutions to simplify their duties using tools already developed within the company

Install and troubleshoot both local and network printers

Sisters of Mercy 09/09 – 11/10

Technician III – System Administrator/Client Systems Operations

Technical Lead in a 30K plus customer base healthcare environment, providing 2nd level and higher support for internal and external users as well as the general public in all aspects of support

Provides end user support via phone, email and hands-on methodologies within a national medical environment

Works closely with peers, including Epic teams to resolve high priority issues

Develops and maintains knowledge base (Wiki) articles to promote faster first-call resolution

Install, configure and troubleshoot enterprise software

Work closely with Business Analysts, Application Coordinators and Vendors to resolve application issues

Intermediate skills sets with SharePoint and Exchange support as well as administration

Create and maintain SharePoint sites enterprise wide

Assist SharePoint owners with issues, mostly managing user rights

Provide training to end users new to SharePoint

Solved issues within SharePoint related to InfoPath content

Provides supervisors and managers with decisive, concise feedback to resolve high-level network incidents in a zero-downtime environment

Communicates change/enhancements interdepartmentally on projects and initiatives that result in quicker go-live times resulting in superior end-user support as well as patient care excellence

Nominated and awarded by peers and leaders for “Geek of the Week” recognition for providing excellent service and demonstrating company values

Anheuser-Busch InBev 12/08 – 09/09

Help Desk Analyst (Contract)

Provide phone support for end users within a global environment on issues ranging from network connectivity, MS Office, proprietary software applications and e-mail

Utilize various tools such as SCCM, NetMeeting and RDP to resolve technical support issues including VPN connectivity, email, Office 2003 and other proprietary software

Handle an average of 30 – 40 tickets a day with 95% first call resolution for clients worldwide

Provide password resets for several various types of accounts

Troubleshot issues within SAP

Setup wireless accounts

Resolve issues with SecurID tokens

Support Blackberry issues

Wachovia Securities 09/08 – 12/08

Desktop Support Analyst (Contract)

Provide desk side and phone support for approx. 5,000+ end users on issues ranging from network connectivity, MS Office, proprietary software applications and e-mail using both Lotus Notes and Outlook 2003/2007

Assure that end users comply to computer-related corporate policies and standards

Provide assistance to clients with remote access using VPN technology and a Citrix secure connection

Aid fellow IT support personnel when required

Provided 2nd level support or higher as needed

Assist end user on Blackberry support of installing desktop manager and configuring email on device

Contribute to corporation’s overall efforts to provide support & operational efficiencies to satellite branches

Washington University 07/08 – 09/08

Help Desk/Desktop Support Analyst (Contract)

Provided phone and email support for over 1,000 users on Windows OS, printer issues, network connectivity, password resets and proprietary software

Successfully resolved e-mail issues within Outlook 2003/2007

Extensive trouble shooting of software and printer issues on a Windows XP platform through phone assistance to end users

Responsible for drive imaging using Norton Ghost

ClearPages 11/07 – 07/08

Desktop Support Analyst (Contract)

Provided hardware and software support to end users

Provide end user support for Microsoft Software and other various programs, such as Office, printer, networking

Assist in accounts receivable by providing support with Peachtree

Develop customer relations through sales support

Robert Half Technology 09/07 – 11/07

Help Desk Support Analyst (Contract)

Remotely resolved technical support issues for outside clients using phone assistance

Managed and supported network monitoring software

Analyzed networks to provide optimum network performance

Created and managed email accounts within Exchange

ClearPages 01/06 – 09/07

Desktop Support Analyst (Contract)

Resolved software issues using phone and desk side assistance

Provided end user support for Microsoft Office 2003 and Peachtree

Successfully managed user accounts in Active Directory

Created and managed accounts within Exchange

Signature Health Services 04/04 – 12/05

Network Engineer

Provided 1st and 2nd level support in a healthcare setting for hardware, software and network issues through phone and desk side assistance

Configured and supported Dell Managed Switches and SonicWall devices for optimal network performance

Successfully supported and managed 500 users in a Windows 2003 Active Directory environment

Supported email within Exchange

Imaged and deployed/upgraded new workstations

Managed backup application for multiple servers including Microsoft Exchange

Simplified the installation and deployment of various operating systems by creating

unattended installations

JMF & Associates, Inc 10/03 – 03/04

IT Consultant

Assisted in day-to-day second level remote support for software, hardware and network issues

Configured and managed e-mail accounts

Contribute after-hours on-call technical support on a rotational basis

Patient Care Services 01/02 – 09/03

Computer Technician

Assisted in maintenance of PCs, laptops, and network equipment in a healthcare environment

Solved hardware, software, and network issues

Provided end user support for database and Microsoft Office

Education / Training

2002 Ranken Technical College: St. Louis, MO

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