Client Service Information Systems

SILAS O'QUINN JR.

**** ******* *** *** ***

Knoxville, TN 37921

Cell: 865-***-****

*****.******.**@*****.***

Objective

I want to bring my years of IT management and engineering skills to a new employment partnership.

PROFESSIONAL EXPERIENCE

Tennova Healthcare, Powell, TN

Supervisor of Information Systems May 2022 – Feb 2024

• Manage and maintain IT assets for main hospital campus and regional clinics.

• Manage transformation of the network infrastructure.

• Manage new projects on time and within budget.

• Manage a specialized team of local and remote Engineers with a focus on:

• Defining team goals and performance metrics.

• Developing technical competencies

• Developing client service skills

• Company corporate values

• Plan staffing requirements to meet service needs.

• Responsible for interviewing candidates and making hiring decisions.

• Planned, reviewed, and approved work schedule and time off.

• Writing and delivering Employee Performance Reviews. Accomplishments

• Managed migration from Cisco Call Manager to AT&T Kandy VoIP phone system

• Resolve and stabilize VOIP migration from legacy PBX system.

• Optimize Wireless LAN.

• Deployed and integrated SpectraLink mobile phones with Rauland Responder.

• Overhaul fleet of copiers.

• Integrate new BioMed equipment into IT infrastructure. TDS Telecom, Knoxville, TN

Advanced Technical Support Specialist January 2021 – April 2022

• Answer level 1 support calls from business customers (Managed IP, SDI, MPLS, SIP trunking, etc.)

• Act as an escalation path for the Sales team, assume ownership of the escalation, and keep Sales and the customer updated throughout resolution of the trouble.

• Provide troubleshooting support and technical guidance for Field Service technicians.

• Work with training and procedures teams to develop and/or update documentation for new product and network element rollouts.

• Work with VoIP protocols (SIP, RTP/SRTP including TLS) Accomplishments

• Troubleshoot twisted pair, coaxial, and fiber access and transport issues across a variety of network technologies (Calix, Nokia, Adtran, Cyan, Hatteras, etc.).

• Remotely test lines, trunks, and other facilities.

• Make device configuration changes for voice, data, and video troubles.

• Educate customer on the use of Auto Attendant, Call Routing Groups, and other VoIP settings

TEKsystems, Knoxville, TN

NOC Technician December 2020 – March 2021

• Cisco router and switch administrator

• Data Center rack and stack

• Meraki MX Security Appliance administrator

• Cradlepoint 4G/5G installation

• IP Re-Address configuration

• Cisco Wi-Fi administration

• Firewall Administrator

Accomplishments

• NOC Tech Support for Zynstra Infrastructure build-out

• Managed Field Tech for onsite installation of new Dell EMC Servers.

• Installed Cisco VoIP Phones

• Datacenter: Install and configure Cisco switches

• Update network documentation

• Manage tickets in the ticketing system

• Create daily reports

TEKsystems, Knoxville, TN September 2020 – December 2020

• Firewall administrator (Watch Guard Firebox)

• Ruckus Wireless LAN Controller administrator (Zone Director 3000)

• HP Switch administrator

• Web Filter/ Proxy Server administrator

• IP Camera administrator

Accomplishments

• Provided detailed documentation for IT Infrastructure

• Assisted in the transition to new Internet Service Provider

• Updated mobile device profiles for IOS and Android devices

• Worked with contractor to extend wireless network to outdoor sports complex Comet MD, Knoxville, TN November 2019 – July 2020

IT Project Manager

• Worked with Software Engineers to ensure process compliance, application security, and stability.

• Installed, tested, and updated tablet images

• Managed the work related to analysis, remediation and validation of application and infrastructure security vulnerabilities between telehealth applications and Android OS

• Managed device pool for deployment and reassignment to patients

• Managed tech support

Accomplishments

• Developed training program for CometMD and Home Instead health care providers

• Assisted in the design of CometMD.com web site.

• Negotiated purchase of tablets and cellular service.

• Created Mobile Device Management Platform

• Developed Device Deployment Procedures

Marina Management, LLC, Knoxville, TN September 2019 – September 2020 IT Project Manager

• Managed installation and training of QuickBooks Point of Sales System for Fox Road Marina

• Setup Merchant account for processing credit card transactions

• Ensured adherence to PCI security standards and procedures

• Created retail inventory database

• Web Site design and maintenance

• Meraki Security Appliance installation and management

• Meraki Wireless network design and management

Accomplishments

• Integrated QuickBooks Point of Sales with QuickBooks Pro Desktop

• Set up a customer rewards program

• Converted employee time management and payroll system to QuickBooks POS

• Created retail inventory database using QuickBooks POS

• Integrated Customer Database into QuickBooks POS

• Designed, installed, and managed Cisco Meraki Wi-Fi 6 network Sunrise Senior Living, McLean, VA September 2015 – July 2018 IT Manager (Eastern Region)

• Managed all technology components for communities in the region

• Built and managed good relationships with IT vendors

• Worked with Global IT team on developing vendor strategies

• Ensured regional adherence to global IT policies, standards, and procedures

• Worked closely with the global support desk and engineering teams to resolve incidents Accomplishments

• Managed the implementation of IT support system that resulted in 'Highest in Customer Satisfaction among Senior Living Communities' ranking by JD Power

• Managed building and acquisition of new communities.

• Manage the buildout of a campus-wide wireless network for communities throughout North America

• Developed an IT Health check system for communities

• Managed the upgrade of Internet service and Internet Service Provider

• Created detailed interactive diagrams of IT Infrastructure for communities

• Manage escalations and improve the experience of End User support TECHNICAL KNOWLEDGE

Experience IT Professional with 15+ years of experience

• EMR/EMH Software Systems: AthenaHealth, Cerner, Epic, MedHost, and Provation MD

• SCM Software: RF Smart and Cardinal HealthWaveMark

• Microsoft environment (Windows Server, Exchange Server, Active Directory, Office 365 and Hyper –V)

• Cloud Platforms (AWS and Azure)

• Equinix Datacenter Buildout

• Virtual Technology (VMWare vSphere and ESXi 6.5, Citrix XenServer, XenDesktop, and XenApp)

• SANs Platforms (NetApp FAS 2050/324, Dell EMC Isilon F800, VMax 850F, and VNX VG8 Gateway)

• WAN Acceleration (Riverbed Granite and Steelhead)

• Cisco Platform (ASA Firewalls, Catalyst and Nexus switches, routers, MDS 9000)

• Cisco Meraki Platform

• Forensic Tools: WireShark, CommView, Chanalyzer, Eye PA.

• BGP, CDP, DHCP, DNS, EIGRP, IPv4, IPv6, OSPF, RIP, TCP, UDP EDUCATION/CERTIFICATIONS

Master of Science in Computer Information Systems: 2019 Strayer University, Ashburn, VA Bachelor of Science in Computer Information Systems: 2013 Strayer University, Alexandria, VA

Cisco Certified Entry Networking Technician (CCENT) – 2018 Cisco Certified Network Associate Routing and Switching (CCNA) – 2018 Cisco Certified Network Associate Security (CCNA Security) – 2018 Cisco Certified Network Associate Data Center (CCNA Datacenter) – 2018

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