Health System Specialist Ii
Resume:
Troy M. Thomas
OBJECTIVE
To obtain a position with a company where my aptitude for technology, strong work ethics and exemplary people skills can be demonstrated.
EXPERIENCE
INOVA Health System May 2017 – Present
Telecom Specialist II
My current responsibilities include installation, modification and maintenance of the voice telecommunications systems and services. My daily tasks consist of handling the onsite need for the ICPH Inova Health System campus. Included are all the services necessary to install and move telephony and voice connections including, programming software, basic ACD applications, Call Processing applications and other voice applications. I work with the IT Voice team to service, repair and troubleshoot paging systems, wireless and cordless communications systems and telephone connections.
●I support ICPH Campus Primarily however as need presents I support the entirety of INOVA and associated buildings where I program, install, and troubleshoot the vast majority of the telecommunication needs for end users onsite and remote.
●In 2019, Avaya Communication Manager was added to my portfolio. I continue to work in that system daily along with CMS, SAMS, Service Now and others.
●My coverage of ICPH has enabled me to become more comfortable with many of the additional web-based applications including RightFax and ESNA voicemail. I also provide support for remote workers using Meraki devices to connect to INOVA remote.
●My Primary role prior to ICPH was as a key member of the Pivot/Versity/8440 Spectralink deployment team. This opportunity awarded me with an in depth understanding of the varying wireless and cellular solutions system wide. I have a proven track record and have demonstrated my ability to meet strict deadline requirements with an extremely high level of efficiency and accuracy. Since joining the wireless team I have directly supported, configured, and helped deploy thousands of wireless devices system wide all while being the daily onsite support.
●From August 2019 through December 2022, I’ve filled nearly 500 Spectralink smart phone orders ranging from single devices to major emergency deployments like the Covid surge project. This was in addition to the main system wide Versity deployment project. Filling these orders required meticulous attention to detail. The process required me to be in direct communication with the customer, vendor and Inova finance. One order would require a customer approved vendor quote submitted properly to Inova Finance for processing. My responsibility in this regard was to acquire all the necessary documentation from all involved parties prior to submission to Inova finance. This was required before unboxing, configuring, or programming devices. My attention to detail enabled me to pinpoint and report discrepancies when vendor pricing became inconsistent.
●I acted as the liaison managing the conversion from the non-WiFi 6020 Spectralink, to the WiFi based Spectralink devices Versity/8440/Pivot, interfacing with, and ordering directly from the supply vendor while ensuring that EUDS WiFi system policy was addressed and implemented.
●I maintain complete and accurate documentation involving completion of service requests, resolutions of issues reported through the Customer Support Line or approved project work requests.
●As a key person on projects, I train and orient end-user staff on upgrades, and provide appropriate feedback to departmental managers.
●I provide project plans and manage assigned projects. I regularly communicate project and team status to internal and external audiences to keep the project team informed. Assists in the designs and implements VoIP and PBX systems.
●I control the ordering and distribution of patient room phones and manage the distribution to the individual nursing units.
●My responsibilities include the management of documentation and shipping of damaged phones to obtain devices for daily repairs. Included are VOIP and Wireless devices. Collaborate with team members communicating technical issues to determine proper resolutions.
●I screen and manage on-call emergencies on a rotating 24/7 schedule.
●Assisted in the deployment and support of the Spectralink/Pivot devices
Pursued continuous training by obtaining ESNA VoiceMail Certification.
George Mason University January 2012 – May 2017
Technician
●Recruited to help manage the Harris Decommissioning Project in converting ten thousand TDM devices to VOIP. Worked directly with the Telecommunication Management team on all aspects of commissioning and decommissioning voice devices.
●Key person in documenting and converting 400 analog devices to Audio Code analog gateways.
●Traced, identified, and documented existing dial tone leaving all telecom closets on all GMU campuses.
●Working directly with the No-Touch VOIP deployment software as well the installation of the new VOIP phones on the Fairfax and Prince William campus’
●Collaborated with GMU staff technicians regarding Moves, Adds and Changes on specialized telecom issues.
●Installation and maintenance of Analog Gateway units.
Platinum Destiny Group
Lead Installer/System Design Specialist
●Lead installation team on A/V and Telecommunication solutions.
●Worked directly with the customer and PDG System Design team to determine the best technical solution to meet customer requirements and budget.
●Projects ranging from small business to churches to residences required our team to be efficient as many installations had to be completed within a small time frame.
●Installation of mobile and fixed P/A sound systems which could include cameras, microphones, loudspeakers, mixing consoles and associated cabling.
●Created system specific user guides for system handoff to customer
●Mixed live events for customers and trained local engineer on equipment
●Installation of wall display and home theaters sound equipment and associated cabling
QSSI October 2005 – February 2006
Cable Installer
Worked with a crew team of 5-10 installing cable at the new Department of Transportation location in Washington DC.
●Interacted with customer liaisons to schedule, plan, and implement cable installations.
●Labeled and pulled Cat 6, Coax, and Fiber Optic cable to predetermined locations by following sectional blueprints distributed by the site foreman.
Computer Resource Solutions Itasca, IL October 2004 – May 2005
Senior Telecommunications Technician
●1 of 4 team members chosen to assist with the transition of American Red Cross
telecommunications and data outsourcing to SBC.
●Managed adds, moves and changes of: Cisco Voice over IP, ISDN and Analog lines.
●Pull and terminate CAT 5 cable in the closet and at the jack.
●Responsible for servicing all 9 American Red Cross locations in the Washington
DC Metropolitan area.
Facilities Plus Gaithersburg, MD October 2003 – October 2004
Onsite Telecommunication Technician
● Monitor and Maintain Avaya G3R Phone system.
●Work and resolve trouble tickets submitted by the client.
●Perform daily telecom maintenance including Programming and MACS.
●Consult directly with client and trouble shoot telecommunications issues.
●Perform weekly backups on phone system, Octel server and SUN CMS.
●Pull and terminate CAT 3, CAT 5 and 50 pair cable in the closet and at the jack.
●Updated E911 System
●Installation and Maintenance of CentreVu and NICE software for all clients.
●Switch Room clean up and maintenance.
●Move Management
System Design & Training, Inc. Springfield, VA July 1998 – August 2001
Install Technician - Level II
●Responsible for the hardware installation of Nortel’s Option 11 PBXs, and Norstar Key Systems. This includes site surveys and the
Inventory of equipment.
●Responsible for inside wire cable run installation and termination on CAT5 and CAT3 cable. Included wire cable termination on 25, 50, and 100 pair cable and data cable runs termination to patch panels.
●Cable installation and jack terminations to various types of jacks.
●Telco closet cleanup including the removal of old cable.
●Telephone system cross-connects to 66 block, 110 block, BIX block,
And the Krone frame.
●Telephone system additions, cleanup and troubleshooting.
●Telephone design and designation. This included the labeling, placement, set and testing of the new telephones at various customer locations.
●Remote programming on Option 11 PBX's and Meridian Mail Voice
Mail Systems.
●Adds, Moves, and changes on the PBX database.
EDUCATION
●1998-2000 Northern Virginia Community College Annandale, VA
●Nortel XII Basic Station Moves, Adds, and Changes
●Avaya Aura Communication Manager Administration R7
●ESNA Voicemail Certification
●Avaya Aura Communication Manager Fundamentals
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