Computer Science Project Management

TOMMY HEREDIA

**** **** ******, ***. **, Astoria, NY 11102

Cell: 516-***-**** Email: **************@*****.*** https://linkedin.com/in/tommy-heredia

Professional Summary

I am a seasoned IT professional with a Master’s in Computer Science from the New York Institute of Technology and an MBA from Arizona University. With over a decade of experience leading a team at New York Presbyterian Hospital, I specialize in managing core applications, Active Directory, Microsoft Endpoint Manager, and multi-cloud environments (AWS, Azure, GCP). My certifications in ITIL V4 and Digital Health highlight my commitment to excellence. I excel in project management, cross-functional collaboration, and delivering exceptional IT operations. I am eager to contribute my expertise to drive technological success.

Education

New York Institute of Technology, Brookville, NY

Master of Science: Computer Science

Bachelor of Science: Computer Science

Arizona University, Arizona, AZ

Masters Business Administration Anticipated 09/2024

Certifications

ITIL V4 Foundation in IT Service Management 12/2023

Certified Digital Health Professional (CDH-P) 01/2024

Training

AWS Amazon Web Services 09/2022

ICND2 v3.0 Interconnecting Cisco Networking 05/2019

PMP Certification Training Course 03/2018

WORK HISTORY

New York Presbyterian Hospital 04/2014 – 03/2024

Lead – System Hardware Engineer III / Desktop Support

Leading (9 team members and supported 4,200+ users) Desktop team and coordinated deployments, updates, system applications, and ServiceNow Inventory. Manage core applications, Group Policy Active Directory, network resource management, user/group access, Microsoft Endpoint Manager Intune Configuration, Group Policy Enforcement, PowerShell, MultiCloud (AWS, Azure, GCP), MS Office 365, SCCM/Endpoint Configuration Manager administration. Cisco VPN is for secure remote access and support.

Implement and support applications in healthcare departments, including Operation Room, Pediatrics, Emergency Department, and OBGYN. Utilized applications such as Allscripts, Meditech, PACS, Cerner, Patient Save Solutions, eCW, Athena, and ADP.

Lead imaging/build/staging/rollout processes for VDI, Thin Clients, Desktops, and Laptops. Install and configure remote printers using the Citrix Printer Logic application.

Manage Windows and Macintosh environments: Maintain and innovate hardware and lifecycle management. Collaborate with cross-functional teams for a secure and reliable desktop environment. Conduct operational tasks, including workstation imaging, builds/patching, and GPO administration.

Provide project management and support for healthcare departments: Install and configure 160+ devices, including workstations, laptops, iPads, printers, and mobile devices. Implement mobile applications such as Mobile Heartbeat.

Work with clients, vendors, and ITCE teams for new installations and infrastructure.

Triage customer escalations, work with case owners to progress issues, and communicate with customers and internal stakeholders.

Provide guidance, instruction, and direction to support your team in achieving goals and critical results established by management.

Review customer satisfaction surveys for your team and follow up on customer feedback to maintain or improve customer satisfaction.

Monitor engineers in your team regularly about their case management and customer care skills and maintain a high standard.

Collaborate extensively with cross-functional teams, such as Customer Success and Engineering, to tackle intricate technical hurdles and maintain a unified mobile device infrastructure.

Provide excellent customer service, listening carefully to customer concerns and addressing issues until the customer is satisfied.

Arrange and attend regular case review and troubleshooting activities; initiate forums when required.

Participate in troubleshooting and problem-solving activities using own experience and established procedures and methodologies

Establish vendor relations for application and software management, contracting, and issue resolution.

Stand in as delegates for Customer Support Managers when unavailable.

Effectively manage and utilize the organization’s trouble ticket system to log calls, update statuses, and document troubleshooting

Strong communicator – communicates across all levels of the organization and articulates details of a solution, problem, or initiative in both a technical and non-technical context.

Deal with issues that arise within your team quickly and effectively.

Respond to general inquiries from team members via Teams, Service Now Ticket system, WebEx, and Email.

Perform other duties as required and assigned by the manager and upper management.

Provide input to Customer Support management on the performance of team members for informal and formal performance assessment.

Offer advanced technical support to customers and internal stakeholders concerning mobile device management, iOS, Android, and associated technologies.

Collaborate in deploying, configuring, and maintaining Mobile Device Management solutions to uphold efficient device management and security protocols.

NSLIJ Hospital 07/2013 - 03/2014

System Analyst II (Consultant)

•Leading a team of 5 IT technicians with a $1,200,000 budget for expanding IT infrastructure.

•Supervised rollout, refresh, update, and data migration from Windows XP to Windows 7 Professional/Enterprise Edition.

•Oversaw implementation for computers, workstations on wheels, scanners, and printers.

•Provided go-live support at project completion.

•Utilized imaging tools such as Ghost and AIK to image desktops, laptops, and workstations on wheels (WOWs).

•Configured, deployed, refreshed, and upgraded desktops and laptops for medical staff and administrators.

•Managed incoming trouble calls by logging and assigning them via Remedy ticketing system.

•Provided documentation for Data Management Software, closed tickets, and managed hardware disposal.

•Conducted desktop and laptop imaging using Ghost Server and PXE Server.

•Reset network passwords for users via Active Directory.

•Troubleshot hardware and software-related network connectivity issues to ensure uninterrupted operations.

Old Westbury-Farmingdale Nassau College

Adjunct Computer Science Professor 11/2012 – 07/2013

•Provided comprehensive training to students on the fundamentals of computer programming, focusing on object-oriented languages.

such as C++ and C.

•Educated students on software development, including design, implementation, testing, and maintenance concepts.

•Facilitated hands-on learning experiences by extensively using programming in C++, engaging students in projects, algorithms, and

exercises to reinforce learning objectives.

•Employed various teaching strategies tailored to individual student needs, fostering an inclusive learning environment and

encouraging students to reach their full potential in computer programming.

Good Samaritan, San Francis, Mercy Hospital 01/2012 – 12/2012

Desktop Support Analyst I (Consultant)

•Deployed and configured 1,600 PCs for medical professionals and administrative staff to implement the EPIC hospital system.

•Installed, configured, and assembled various hardware components, including desktops, laptops, wall mount PCs, workstations on wheels (WOWs), wireless access points, network HP printers, Troy printers, scanners, and other peripherals.

•Installed operating systems, including Windows XP and Windows 7 Professional Edition, and software applications such as Microsoft Office 2010 Standard and Professional, Safeguard-Sophos security, and other software required for hospital operations.

•Managed network user accounts by resetting passwords via Active Directory and performing administrative tasks such as deleting hostnames, demoting domains, and renaming hostnames to maintain network integrity.

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