Salvador Ochoa Jr

LinkedIn Profile Address: https://www.linkedin.com/in/salvadorochoajr/

Cell: 312-***-**** Email: ad3exh@r.postjobfree.com

Professional Summary:

Bi-Lingual Senior IT Support and Service professional with 20+ years of experience delivering strategic and tactical structure to support and run a high volume, dynamic, and rapidly changing 24/7 business-to-business units.

Skilled in Project Management, evaluating and implementing innovative technologies to support short and long-term IT initiatives.

Skilled in cultivating and naturing relationships across various business units across the organization.

Amundsen Davis Law Sep 23 – Present

IT Support Analyst II

Provides phone and deskside support from start to completion for all desktop/server related issues, including problem assessment/resolution.

Responsible for manually logging all phone calls made to the IT Support Center and ensuring that all issues are captured in the Incident Tracking database (Service Desk Plus).

Perform direct fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring applications and mobile devices.

Actively involved in providing IT training or instruction through Customer Service interactions and scheduled training sessions.

Provide technical and logistical support for audio/video conferencing services.

Evaluate documented resolutions and perform trend analysis for ways to process / support improvement.

PACE Systems, INC (Rush Medical University Center) Jul 22 – Sep 23

Capital Projects Liaison

Led the Desktop Modernization Project totaling 10,000 hardware device replacements consisting of Desktops, Laptops, Multi-Functional Terminals (MFTs) running Windows 7 upgrading them all to Windows 10 from start to finish from the main hospital campus and all remote medical sites.

Functioned as the On-site Field Technical Lead responsible for producing Daily Reporting Metrics and acted as the Client Liaison between Pace Systems consulting and RUSH Information Services employees during the Deploy Coordination efforts.

Provided Quality Assurance support by gathering all key pieces of information to build a MS Project Plan such as the following: Building Name, Floor Location, Cube/Office number, recording all Hardware Specifications for devices in scope for replacement along with their specialty applications/software.

Managed the deployment process during the “Go Live” date amongst participating members across the following departments: Help Desk, Deployment Field Techs, Networking, EPIC, Project Management, and C-Suite.

Responsible for all Post Deployment Escalations for Incident and Problem Management.

TCA Health, Inc. (Federally Qualified Health Center) Oct 21 – Jul 22

Independent IT Consultant

Managed the Migration Project to Office 365 Cloud Azure “vs” on-premises Outlook e-mail Microsoft Exchange servers.

Hosted Hands-on Training sessions for New Joiners acclimating them with navigating and utilizing Office 365 tools.

Acted as the Liaison in transitioning 3rd party Master Service Provider (MSP) IT services by gathering and documenting support knowledge from Onshore, Inc. with the end goal of successfully On-Boarding and handing support over to FrameworkIT.

Leveraged Azure App Service, a web application hosting platform for Application support deployments and management functions.

Systems Administrator for the following applications:

oActive Directory, Athena Health, Brivo Onair (key card/video surveillance systems), ConnectWise (ticketing system/remote support sessions), Dentrix, FirstNet (mobile SIM cards/mobile devices and ShoreTel (LAN phones),

Initiated the Root Cause Analysis report for the C-Suite team by documenting the nature of the outage, met with the stake holders to understand the business impact caused by the outage, followed up with the Single Subject Matter Experts to determine if a temporary or long-term fix was put into place to pacify or ultimately prevent the recurrence of the outage.

Conducted technical research on the system upgrades to figure out feasibility, costs, resource time needed, proper Change Control / User Acceptance Testing, and Compatibility with current clinical applications.

Created and implemented the following policies/procedures for New Hire On-Boarding – Introduction to IT Support, On-Boarding Training Plan IT Support, Joiner, Mover, Leaver (J.M.L) process to strengthen the relationship between HR, Finance, and IT.

Supplied on-site support, phone support, remote support, deskside support for multiple locations.

Pipeline Healthcare Consultant (West Suburban Medical Center & Weiss Memorial Hospital) Feb 21 – Aug 21

Director of IT Operations – Chicago Market

Overall responsibility for overseeing and managing all personnel within Desktop Services On-site Support Teams, Field Services Project Teams, Desktop Services Off-site Teams, and Field Services Managers and Project Managers.

Provided leadership to all personnel within Field Services guiding the direction and decisions pertaining to the installation, support, and projects affecting the desktop environment for the entire Chicago Market.

Interacted closely with C-suite, Officers, Department Heads, and Staff in coordinating activities related to the installations, moves and upgrades of desktop hardware and software.

Developed and Implemented plans for the management of resources in the area including all personnel, capital equipment, physical facilities, supplies, and purchased services.

Community First Medical Center Mar 18 –Dec 20

Systems Administrator

Responsible for the administration and support of windows 2008r2 and 2012rs servers.

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes, reviewing system / application logs.

Responsible for the installation /configuration / security /user access for the following clinical applications:

o3M, Cedaron, Cerme, Clintegrity, Dragon Medical One (DMO), HealthMedx (Vision), Interqual, Midas, GE Muse, On-Base, CPACS, PACS, Provation, Remisol, SmartTerm, Sunquest Lab, and Unity

Managed HL7 Inbound and Outbound messages from eTransX for downstream applications from EPIC.

Record and Perform Root Cause Analysis (RCA) for process improvement and system optimization.

Project Management - Conduct technical research on system upgrades to determine feasibility, cost, time required, testing, and compatibility with current clinical applications.

Interface directly with end users and key stakeholders to ensure resolution of application server issues.

Everactive Solutions, Inc. (Independent Consultant) Dec 17 – Feb 18

IT Coordinator

Created and implemented Master Service Agreement to encompass all IT services provided by ESI.

Upgraded ESI ticketing system to SolarWinds MSP Manager.

oCreated a (DEV) development enironment for testing MSP Manager.

oCreated a User Guide to assist staff members in navigating through MSP Manager.

oCoordinated (UAT) User Acceptance Testing of MSP Manager with staff members.

oManaged the integration of SolarWinds RMM with MSP Manager into production.

Developed IT support procedures associated with a process for best practices.

Developed (QPM) Quantitative Process Maintenance assessment checklist.

Ayalytical Solutions, Inc. (Independent Consultant) Aug 17 – Dec 17

IT Technical Sales Manager

Responsible for overseeing all technical sales with various members stationed throughout Latin America.

Organized potential sales leads and sales opportunities within the CRM database to effectively handle all sales orders.

Conversant Aug 15 – Nov 16

IT Director

Responsible for all client and vendor management covering nine separate data centers globally including maintaining close business relationships with internal, external teams (vendors such as Equinix and Zayo) to guarantee the following:

oCompare business support contracts to consolidate and save on support revenue.

Review billed invoices highlighting provided services for on-site remote hands support, power management and future colocation data center growth / reduction in cage space.

Managed and maintained all vendor contracts to ensure maximum coverage for various areas within the company.

Responsible for the implementation of all hardware including determining needs and capacities for various groups within the company.

Ensured that network connectivity was properly always maintained including the operation of the Conversant applications designed to target highest response 100% availability across all data centers.

Directed the frontline Network Operations Center (NOC) and Systems Administration teams responsible for the following:

oData Center architecture, design, and maintenance

oWindows Server and LINUX Systems Administration support.

oNOC 24x7 monitoring and management for all downstream applications.

Incident and Problem Management.

Developed escalation procedures to ensure reliable operations and response to incidents.

Accountable for internal and external Audit requests, policies, procedures, and practices to maintain daily operation and delivery of all production.

Maintained accurate troubleshooting records, standard operating procedures, and knowledge base documentation for staff usage.

NewEdge USA Oct 06 – Aug 15

Production Service Manager

Maintained live services to the business infrastructure by managing the overall support strategies of the following departments: Access Control, Change Management, Incident Management, Problem Management, and Service Desk throughout North America.

Reviewed all submitted production change requests. Ensure proper testing performed in controlled environments of quality testing (QA) and user acceptance testing (UAT).

Created / managed Incident and Problem reports for SEV1 and SEV2 outages.

Oversaw the implementation of SharePoint 2013, which provided a complete management interface for Active Directory web / service applications stored in the SharePoint farm.

Implemented an Automated Call Distribution phone system for the Service Desk team to produce KPI’s.

Accountable for the following: Oversee incoming audit requests, review / approve hardware and software purchase requests, prepare / review various team reports (ACD, Ticketing, Projects, etc..), maintaining proper staff level, coverage, and time management, maintaining accurate troubleshooting records, standard operating procedures, and knowledge base documentation for staff usage.

Performed / approved the following risk control tests on a quarterly basis:

oVerification of revocation of user access rights for terminated employees.

oVerification of relevance user access rights upon employee’ status change

oValidation of user access and profile rights within sensitive applications.

oReconciled user access records justifying active accounts found within the Tier 1 and 2 systems.

Education:

Currently

Studying PMBOK guide and preparing to take the PMP exam – Project Management Certification expected end of this year.

South Suburban College

Completed Network Plus Certification Course

Attended DeVry University

Electronics Engineering

Certification:

A+, ITIL Foundations, Numura Software - TrackIt Administrator.

Attended Windows 2008 course on how to configure, maintain, and manage.

Attended RedHat System Administration I - Training courses.

Attended Crucial Conversation course.

Accomplished Projects: On-Boarded 19 new Radiologists from American Medical Response (AMR)

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