JOHN T. VANDERSTAAY

Kansas City, MO ***** ● 785-***-**** ● ad290g@r.postjobfree.com

INNOVATIVE HELP DESK MANAGER

Leading IT professional with over 20 years of experience in help desk management and systems engineering including installation, upgrades, support, and maintenance of PC’s, Windows Network environments, iPads, and Samsung tablets.

Expertise providing Windows 10 and 11 administration, web development, LAN troubleshooting/repair, and configuration. Expert knowledge encompasses operating systems, firewalls, TCP/IP addresses, hubs/switches, routers, OSI network layers, Cisco IOS software, hardware components, and raid systems.

Exceptional results managing and training systems engineers and IT staff to support 4,000 users, which contributed to the success of two major hospitals.

Recognized for developing and implementing modern technology, processes, and training programs that dramatically improved operations, productivity, accuracy rates, and customer service levels.

Recipient of numerous promotions and a leadership award for exceeding IT and organizational objectives.

TECHNICAL PROFICIENCIES

Hardware: Intel Processors; Dell, HP, and Acer desktops and laptops; Xerox and HP printers; Apple iPads; Samsung tablets; and Android tablets and phones

Software: Windows 10/11 desktop, Windows Server 2016 and 2019, MS Azure, Active Directory, PowerShell, Exchange Server 2019, MS Office 2019, Microsoft 365, Teams, MS Project, SharePoint, VMware vSphere, vMotion Live Migration, Veeam Backup & Replication, McAfee, Zoom, Skype, Dragon NaturallySpeaking, Adobe Acrobat, and TeleForm

PROFESSIONAL EXPERIENCE

IT Service Desk Supervisor North Kansas City Hospital N. Kansas City, MO 07/20 – 05/23

Directed IT operations for the hospital and staff including 4,000 end user devices, desktops, laptops, and Android and Apple smartphones/tablets.

Hired, trained, onboarded, and managed 26 staff to provide 24-hour support and resolution for all hospital systems and products including Windows 10 Professional, Microsoft 365, and Teams.

Reviewed and managed 100 to 400 trouble incidents a day and assigned tiered staff to resolve each incident.

Key Achievements

Produced a metric tool that tracked SLAs, incident productivity levels, and service quality, which enhanced training and streamlined IT support.

Developed and implemented a new onboarding and training program that included tiered support ITIL job descriptions, which improved SLA performance, drove first call resolution levels, and increased the ticket closure rate by 98%.

Devised troubleshooting guides that documented all support products. The training tools increased Service Desk operations, resolution productivity, and team morale.

Created Client Side Engineer job descriptions to manage priority one tickets for desktop users. Engineers received a 9.3% salary increase and were free to update and improve hospital networks, client systems, and the Active Directory.

Proposed, developed, and implemented a Certification Pay Program for all levels of staff. The career development strategy increased daily execution, staff retention rates, and salary levels.

Drove customer service levels by contacting 95% of end users to ensure high quality support and issue resolution.

Established and executed a technical Pro-active Support Program for 35 clinics and 20 hospital departments. The initiative decreased tickets by 10%, eliminated staff complaints, and resulted in 70 “WOW” Service Awards.

Systems Engineering Manager, Help Desk Manager Stormont-Vail Hospital Topeka, KS 06/11 – 09/16

Provided systems engineering management, oversaw 65 software applications, and 4,000 desktops and remote devices for Stormont-Vail Hospital, internal departments, and 14 regional clinics.

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Directed IT teams to design and implement effective IT solutions throughout the hospital.

Key Achievements

Achieved business continuity, increased communications, and improved user support by redesigning the infrastructure and restructuring the Systems Engineering and Help Desk divisions.

Served as a project manager for an asset manageability and Altiris-Symantec software application that helped staff manage, secure, and troubleshoot systems/desktops/laptops/licensing through the entire IT lifecycle.

Led two EMR package implementations to migrate to a new ambulatory software suite.

Revamped the network infrastructure to the Microsoft 2012 Enterprise Edition, which created innovative design and engineering services.

Redesigned the active directory infrastructure, implemented a Quality Assurance Program, and created new policies and procedures, which reduced the escalation call rate by 83%.

Incorporated a new staffing structure that provided 24-hour coverage for the hospital. The new operating hours reduced trouble tickets and provided immediate IT solutions.

Successfully managed 14 Help Desk Technicians to provide accurate troubleshooting, repair, and IT solutions. Organizational leadership improved metrics reports and customer satisfaction levels.

Restructured help desk operations, created a tier level support system, and hired additional staff, which increased resolution time and improved team proficiency.

Created and implemented a Certification Pay Program that dramatically increased call efficiency rates. Key results included improving the average call resolution percentage by 95% and producing a 15.5-second wait time.

Increased client satisfaction and help desk support operations by implementing a House Call Program that provided direct contact with clinic staff to conduct planning, review issues, and incorporate effective IT initiatives.

End-User Systems Engineer, Help Desk Support Technician Stormont-Vail Hospital Topeka, KS 06/08 – 06/11

Provided second level support and resolved issues for end users regarding desktop and printing problems.

Managed and trained Help Desk Support Technicians in all phases of operations.

Established new IT processes for all Help Desk Support Technicians and conducted in-depth staff training.

Created an end user operations manual that included application instructions, testing, and 24-hour system management.

Wrote scripts using PowerShell to manage users and software installations.

Key Achievements

Improved IT operations by managing the hospital’s applications and equipment.

Appointed to provide project management for the migration of 200 projects. Roles included IT consulting, system analysis, planning, procurement, network connectivity, configuration, and software/image packaging design.

Led asset relocation efforts of the hospital and all internal departments.

Built installer packages for remote installation, which reduced technical desk side service costs.

EDUCATION

Graduate, Computer, Network, and Internet Technology Program Wichita Technical Institute Topeka, KS 2005

B.A., Psychology Sonoma State University Sonoma, CA 1989 GPA: 3.6

A.A., Business Administration and Marketing Fullerton College Fullerton, CA 1986 GPA: 3.8

CERTIFICATIONS

ITIL 3.0 Certification CompTia and ITIL 2021

MCSA Certification: 2012 R2 Server Microsoft 2013

Network+ Certification CompTIA 2008

MCSA Certification Microsoft 2005

A+ Hardware and Software Certification CompTIA 2005

CET Associate Certification ISCET 2005

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