Support Specialist Technical

JOSHUA W. WALKER

**** ****** **** *** *****: ***********@*****.***

Woodmere, OH. 44122 Phone: 216-***-****

CAREER SUMMARY

Enthusiastic IT Leader with 20 years of experience managing diverse sets of IT technologies and systems management disciplines is seeking an opportunity to join a dynamic organization in a leadership position that is seeking to leverage my knowledge and skills.

CERTIFICATIONS/CLASSES

A+

Cisco CCNET

RHCSA

SCO CSA

ITIL Service Design

ITIL Service Strategy

ITIL Foundations

HP ASE

MCSE: Windows 2003

Certified HP Technician

Certified HP Printer Repair

Effective Business Writing

Querying Microsoft SQL Server

PROFESSIONAL EXPERIENCE

Cleveland Clinic April 2019 – Present

Technical Support Specialist II

Oversee support of the Ehospital ICU and CMU the Wan and Lan, all hardware and software including custom.Net applications and Microsoft SQL databases, Support for all API interfaces for both internal and external venders. Ensure a maximum uptime and quality of service in a 24x7 environment.

Oversea and assist System Analyst and System Analyst II daily operations and project work.

Secondary technical contact for the Central Monitoring Unit and Intensive Care Unit applications for all of Cleveland Clinic’s main campus and regional hospitals.

Application tester during scheduled downtimes for EPIC upgrades.

Coordinate and monitor application during scheduled preventative maintenance windows, and facilitate progress to clinical team, ITD peers, and 3rd party vendors.

Evaluate vendor quotes, perform cost analysis, and cost justification.

Report status of problem situation to upper management.

Design engineer and implement of system infrastructure.

Attend Weekly CAB meeting to discuss infrastructure and application implantation.

Add automation process through SQL and PowerShell.

Oversee change request process for Ehospital and CMU.

Secondary contact for all off hours support of the application for our caregivers and provide root cause analysis.

Provide Secondary break/fix and troubleshooting expertise, analyze Windows 10 event logs, and monitor service events in the infrastructure.

Coordinate and collaborate with team members to provide innovation, and improvements with the support process.

Provide prompt and efficient response times with support issues, while providing acceptable resolution and/or workarounds.

Involved in an aggressive rollout of tablet devices used specifically to interact with patients, COVID-19, and limiting the need for visits in the patient room

MediQuant June 2017 – April 2019

IT Manager

Responsible for ongoing development and management of the servers and network, system security, overseeing IT budget and planning, and maintaining accurate documentation including resource time tracking and network design documents. Provide daily support of individual computers and employees. Led special projects while ensuring they met strategic business requirements and were completed on time and within budget constraints.

Consult with administration, department managers, and clients to exchange information, present new approaches, and to discuss equipment and system changes.

Serves as the Project Manager for all software development related projects; prepares and establishes budgets, priority list, risk management parameters and ensures that all deadlines and timetables are consistently met.

Act as an escalation point for our team, and my organization, to get the resources and personnel needed to fix problems or move projects forward.

Implemented, process, and automation resulting in 20% increased productivity.

Successfully led the IT department with no additional head count with a 50% growth profit from year to year.

Successfully led and Implemented effort to virtualize servers and reduced overall footprint by 50%.

Implemented relocation of data center from managed service provider to co-location facility in Florence KY, along with a technology refresh, resulting in 30% ($25K/month) cost savings.

Managed and Implemented server consolidation including HP blade server deployment in conjunction with Citrix and VMware implementation, achieving 20% annual savings.

Identified personnel gaps, restructured the IT team, established annual objectives, training plans, motivated the team by defining a growth path for each position, redefined the shift schedule to create forward momentum for project execution.

Established asset management practices to track technological assets from purchase to disposal and improved resource optimization by 20%.

Relocated large data center with only 120 days’ notice, which included leasing location and design/management of build out. The highly successful relocation resulted in only 20 hours of downtime to the organization and no impact to customers.

Oversee created and executed security policy implementations.

Oversee created and executed HIPAA compliance and on-going HIPAA training.

Oversee created and executed database administrator and related configurations and incidents.

Oversee created and executed Internet and computer operations.

Oversee created and executed information system and communications network.

Oversee created and executed client communication and technical support.

Oversee created and executed client technical meetings and communication.

Develop and implement a customer service platform to serve the organization in every aspect.

Develop and implement SAML 2.0 SSO and ADFS for applications.

Implement and managed Single Sign-on using Microsoft ADFS on all MediQuant servers the last 3yrs.

Create a cost-benefit analysis as well as supporting a detailed definition of data requirements and departmental workflows.

Manages the day-to-day operations of the information technology department including directing staff, who support administrative computing, networking, user services, telecommunications, and other information technology functions.

Assess and anticipate technology projects and recommend appropriate action and resources.

Propose hardware/software solutions to accomplish the company's business objectives.

Developed annual budgets for new and ongoing IT projects and ensured operation within parameters.

Recruited, interviewed, and hired contractors and employees to work in IT department.

MediQuant February 2016 – June 2017)

Client Support Specialist

Triaged support tickets effectively while utilizing superior client service skills and adhering to department policies.

Tested fixes to ensure incident had been adequately resolved while maintaining high levels of communication with end-users and clients.

Analyzed software related incidents either internal or external including SQL query troubleshooting, error, and log review.

Developed help sheets and knowledge base articles for Medi Quant use.

Worked with other technical departments to resolve complex incidents.

Accessed software updates, drivers, knowledge bases, and other resources on the Internet to aid in incident resolution.

Identified and learned appropriate software and hardware used and supported by the organization.

Mace Security International 2014 – December 2015

Manager of Support Services

Responsible for top-tier customer and technical support to clients while working remotely using remote software, email, phone, chat, and videoconferencing to resolve issues.

Planned, organized, coordinated, maintained, and assured effective on-site and remote customer support services for desktop computers/operating systems, hardware repairs, audio/video equipment, etc. for the purpose of providing exceptional customer service that exceeded their expectations.

Monitored and resolved all technical issues and managed IT architecture for all business data and events; administered efficient working of all small and large size projects; maintained an effective schedule for all projects within required budgets.

Recruited, interviewed, and recommended new technical support team employees based on the needs of the department for the purpose of actively working to create a Division of Information Services based on best practices to effectively accomplish the divisions and district’s strategic goals and objectives.

Served as the primary point of contact for escalating advanced technical issues to external vendors and internal development teams.

Provided call and resolution metrics on a weekly basis for technical support.

Managed, trained, mentored, and evaluated our Support team.

Tracked personal and support team statistics and reported on the status of pending contracts for personal and team targets.

Developed and deployed plans to increase support group performance in coordination with the Director of Sales.

Delivered written account and department plans as requested. Included a request for any support resources, including any marketing support required to hit quota assigned. Following approvals, implemented the business plan.

Prepared to provide detailed reporting detail to the Director of Sales on Monthly Revenue Accounting, Forecast and Activity, both personal targets and Support Team performance.

Administered all technology integration processes on various servers; assisted to install various product solutions; managed regular communication with all customers and personnel; provided assistance to perform troubleshooting on all processes.

Promoted a positive sales and service TEAM aspect at Mace while acting in a professional manner.

Adhered to a proper business work ethic and created a similar expectation of reports/peers.

Represented Mace in a positive and professional manner in and outside of Mace.

Integrated Precision Systems 2012 – 2014

IT Specialist

Installed, configured, performed troubleshooting, and repaired computer-based access control, CCTV, fire, and burglar alarm systems.

Provided system design consultation, system installation and technical support.

Provided system training.

Responded to service requests in a timely manner, meeting, or exceeding client expectation.

Prepared designs and supervised all server environments for outdoor and indoor clients.

Ensured optimal level of customer service and resolved all client requests and incidents.

Developed rapport with clients as a trusted resource for help.

Excellent knowledge of Windows OS.

Strong knowledge and data management in Microsoft Access, Microsoft SQL Server, MySQL, PostgreSQL, and SQLite.

Able to perform network design and implementation.

Excellent database management and programming.

Strong technological aptitude, work ethic, and problem-solving skills.

Able to manage multiple tasks effectively.

Strong verbal and written communication skills.

Christian Assembly 2010 – 2012

IT Director

Managed and supported File and Email servers.

Developed, proposed, and managed annual IT budget. Supported all end-user functions.

Maintained operability of staff and ministry technical needs.

Provided all printer and peripheral support.

Developed and managed all IT policies and access.

Managed all software compliance.

Provided 24/7 on-call technical support contact.

Led volunteer IT teams.

Managed maintenance of all A/V/L equipment (both in sanctuary and in Kid's Worship).

Managed and supported phone system.

Supported and managed furnished staff cell phones.

Other duties per pastors' request.

Participated in staff meetings.

Administrator

Handled the tasks of providing administrative, fiscal, and operational leadership of the church service.

Responsible for financial management, budget preparation and analysis of budget.

Performed supervision, maintenance and upkeep of church ground, building, landscape, and premise.

Handled responsibilities of providing support to the senior pastor in church related activities.

Responsible for managing the daily activities of the church including staff resources, finances, communications, and facilities.

Oversaw church inventories and purchasing tasks, including hiring/costs/payment of or agreements with consultants, contractors, and vendors.

Spirit Airlines 2003 – 2009

IT Manager

Oversaw application, networking and operating system rollouts and upgrades.

Maintained network performance through the implementation of best practices, security patches and service packs on a managed and continuous basis.

Crafted, tested, and maintained a comprehensive disaster recovery plan, inclusive of daily backups, offsite retaining of backup tapes and maintenance of a hot server.

Performed routine checks in relation to system security, such as firewall security, anti-virus software security, router security, web server security, and server security.

Managed the moves, adds and changes of PCs, printers, copiers, and telephones.

Managed copier and phone contract and maintenance. Managed contract renewals.

Drafted budget proposals for capital and regular expenses, considering the resources required for future and present projects. Managed the department's budget.

Responsible for directly or indirectly supervising all MIS team members by cultivating employees' growth, mentoring, recommending opportunities for development, performing annual goal setting and performance reviews, and rewarding excellence.

Network Administrator

Configured and maintained LAN, Servers, and Applications.

Built the IT organization.

Directed and managed information technology strategic plans.

Led the development of business applications, to deliver on the different corporate activities of the company.

Developed and maintained corporate IT policies.

Maintained and managed contact with IT suppliers and maintained knowledge of current technology.

Assisted with and implemented IT disaster recovery plans.

Advised the management on all technology issues.

Proposed and implemented operational and financial IT solutions for all related problems that are suitable to the business needs.

Deal with many applications users and ensured prompt response to their problems related to the supported applications.

Was the contact person with service providers.

Escalated issues to the third level support (Application vendor, external service providers) when necessary.

Senior Desktop Support

Planned, designed, and coordinated the various components of an enterprise network system.

Consulted with users and management conducting information assessments to determine user needs and to define network solution to meet user requirements.

Designed and configured an enterprise environment with appropriate hardware, operation systems software, applications software, and communications components to support business requirements.

Established methods and procedures for use of the network systems including hardware, software, and communications devices.

Worked with the information technology staff to ensure the network environment was consistent with the company's objectives and was compatible with existing applications and security requirements.

Coordinated and ensured the standard implementation of policies, procedures, and systems operations with the IT Manager.

Wrote and/or maintained up-to-date documentation for network software and operational procedures.

Developed hardware configuration plans for network systems.

Reassessed the effectiveness of network hardware, software, and communications performance.

Developed a distributed processing plan.

Evaluated and recommended network software for the enterprise system.

Analyzed and resolved network hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.

Monitored the hardware to ensure it was properly maintained.

Coordinated with agency management for the acquisition of and contracting for hardware, software, and information technology services (including maintenance).

Conducted on-going network system audits to evaluate the utility and efficiency of the system's hardware, software, and communications components and the effectiveness in meeting management information needs.

Developed and maintained disaster recovery procedures for the network and network resources.

Performed related work as required.

Systems and Network Administration for Windows and Linux Servers.

Basic Database Administration Skills to manage MS SQL Server, MYSQL Servers.

Backup Strategies and implementation of back up operations.

Chrysler/Daimler 2001 – 2003

UNIX Administrator

Maintained several servers; established, monitored, and automated monitoring, capacity planning, and troubleshooting on system performance and hardware / operating system failures.

Implemented security procedures, assisting with application interface needs, product selection for hardware and applications and system tuning.

Other responsibilities included server upgrades, O/S upgrades, supporting application upgrades, investigating, and implementing packaged solutions for a variety of maintenance, backup and recovery, and documenting system specifications and configuration.

UPS 1999 – 2001

Network Administrator

Planned, developed, and implemented radio, telephone, computer or other telecommunications or information technology programs and networks for an agency or for multiple agencies under the state telecommunications plan; established and projected systems requirements; developed long-range plans, and determined staffing, budget, and other requirements.

Conferred with agency users, representatives of other agencies and political subdivisions and others to determine requirements for radio, telephone, computer, and other telecommunications services; coordinated requirements with technical staff, contractors, vendors, or others as needed to develop a plan of approach and provide for implementation of required tasks and activities.

Directed and reviewed competitive bidding and other requirements for the procurement of communications equipment, preparation of specifications, completion of selection process and other actions; supervised the billing process for telecommunications changes, accounting, and chargeback and auditing activities.

Served as liaison with contractors, telephone companies, and others providing telecommunication goods and services; monitored purchasing, leasing and rental of equipment and services.

Directed the operation and maintenance of a digital and information carrier system, including high band VHF mobile networks, computer enhanced mobile radio systems, repeater sites and base stations; negotiated site acquisitions and coordinated telecommunications requirements with other state and federal agencies, including the Federal Communications Commission, Federal Aviation Agency, and Civil Defense.

Developed and directed training programs for both staff and volunteer personnel; conducted periodic tests and exercises of telecommunications networks.

Represented the agency or state at national, professional, or other meetings or functions concerning telecommunications requirements and activities.

Hewlett-Packard 1997 – 1999

Technician

Assembled and configured laptops, desktops, and servers.

Repaired laptops and desktops from both a hardware and a software standpoint.

Configured DOS and Windows programs in Windows 98, Windows 2000, and Windows XP environments.

Performed upgrades to desktop hardware, software, and related peripherals.

Performed troubleshooting computer systems and peripherals.

Configured Network attached HP LaserJet printers.

Provided 2nd level support for Desktop Computer issues via telephone and email.

Assisted the Help Desk staff in resolving issues via telephone and electronic mail.

Worked with outside technical support for solutions to system issues.

Staid abreast of industry/company activities via seminars, training classes, industry publications, etc.

Performed independently and/or as a team member.

Provided backup support.

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