Dana Hamblin

**** ***** ****** **** ******, Broken Arrow 74011

918-***-****

adp5v6@r.postjobfree.com

Focus

Pursuing a position in Information Technology using technical support, troubleshooting, and help-desk support experience to improve customer experience and train personnel. I have been a Registered Nurse for the past four years and transitioning back into the Information Technology field. I am a hard-worker with a positive attitude with a strength working independently or as a team. I am a quick learner and adapt to any environment.

In Brief

Offering 20+ years of progressive IT and tribal gaming experience leading and supervising technical teams supporting up to 8 locations with 2000+ users in a 24/7 environment. Experience in multiple business environments such as casino operations, energy, publishing, hospital environment and computer support organizations. Broad-based experience building infrastructure and implementing Microsoft Exchange email server systems and voice-over IP phone system at multiple locations in multiple states. Extensive experience building relationships with end users, programmers, vendors and local support team in order to ensure the integrity of processes. In-depth experience with managing daily operations of Help Desk, Desktop and Network applications as well as coaching and mentoring teams and colleagues. Extensive knowledge and experience with project management. Passionate about customer service and learning new technologies.

Technical Expertise

Network + (February 2022)

ITIL 4 Certified

Azure Certified

MCP

A+

Clinical Workflows

VIP/Lead IT Technician

Active Directory and Exchange implementation and administration.

Computer hardware and software configuration pre- and post-installation

Microsoft Exchange E-mail system.

Windows 10

Microsoft Azure

Event Communications Coordinator. Zayo. November 2021- Present

Technical Services Coordinator. 10th Magnitude/Cognizant Microsoft Business Group. August 2020 to April 2021. Critical part of the successful Azure Managed Services division. Responsible for building, maintaining, monitoring, alerting and automation solutions in Azure in coordination with Microsoft and patching monthly security updates. Work with Technical Account Managers to orchestrate monthly customer patching efforts including: Manage patch schedules across all customers, create change request and pre-patch notification/post-patch reporting notifications. Coordinate efforts and report progress on Virtual machine agent remediation and remediation of virtual machines that are missed and/or problematic. Provide feedback by working with internal platform team as a customer for internal tooling and automation. Coordinate and report on Microsoft cases regarding faults in the Azure Update system or systems that fail patching.

Information Technical Specialist (Primary Technician & Project Lead for Tulsa). HCL/Verizon. July 2019 to August 2020. Contract Assignment. Provide Tier 2/3 support to Verizon end-users. Research and resolve complex issues and provide support on services in accordance with Verizon standards. Acquires and maintains knowledge of products that are compatible with Windows 10. Upgraded local and remote users from Windows 7 to Windows 10 by year end. Develop and provide technical coaching and mentoring to other IT staff and Verizon employees. Install new or upgraded hardware and software. Coordinate installation with the end-user and ensure a positive customer experience. Provide accurate and timely logging of incidents and tasks in order to meet Verizon service level agreements.

Deployment Specialist. Imprivata/Saint Francis Hospital. January 2018 to March 2018. Contract Assignment. Utilize medical and Information Technology background to deploy hardware and software to 5000 plus end-users in a large hospital system. Installing a system where the medical staff can access systems by a swipe of a security badge instead of manually accessing the computer system in Epic. Specific duties are to install USB plug-in hardware for card swipe access, install software, train end-users, enroll clinical staff, and setup system.

Technical Specialist. Dish Network. August 2016 to January 2018. Provide technical and network problem resolution to end-users by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.

Registered Nurse. Shadow Mountain Behavioral Hospital. July 2012 to May 2016. Provide RN care to at risk adolescence and young children. Responsible for all healthcare and behavioral needs to all patients. Responsibilities ranged from medication administration to individual therapy.

Technical Account Manager. Dell, OKC, OK June 2006 to February 2010. Develop solutions which encompass the customer's short, medium, and long term growth plans. Remain interactive with customers and Sales personnel, as well as involved 3rd parties throughout incident phase, ensuring that all issues are resolved or escalated. Possess excellent customer communication skills. Works on problems of diverse scope where analysis of data requires evaluation of unclear factors. Exercise judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions. Devises creative and innovative approaches where directly applicable criteria do not exist. Utilize substantial latitude for independent action in setting objectives and deciding how to proceed. Coordinate troubleshooting processes among internal and external resources providing resolution to customer's service activity.

Desktop Administrator. Cherokee Nation Enterprises, Catoosa, OK Oct 2002 to May 2006. Supervised 20+ member of a team of Desktop Analysts, Tier I,II,III Field Technicians, and Help Desk supporting a 24/7 casino operations supporting 2000+ users in 10 locations in Northeastern Oklahoma. Implement systems to improve process in order to streamline operations and improve performance. Tracked and monitored incoming calls and service tickets to ensure optimum service levels were performed. The IT staff would respond and attempt to fix the issue within the same day. Acted as Tier III support person for department and I was the personal IT contact for all executives. I Performed project management, budgeting, variance analysis, statistical reporting and cost benefit analysis. Supervised and monitored performance of Call-Center and Helpdesk operations staff. Developed curriculum and conducted training for courses for end users. I developed the monthly training called “Ask IT”. Monthly I prepared training modules ranging from Office products to any software we supported. I was able to show end-users short-cut and increased their knowledge of all applicable software that the end-users may have questions or issues. I believe if the end-users are trained and educated properly on supported applications, there will be less calls and issues reported to the Help Desk which in turn will give the IT technicians more time to resolve more Tier II and Tier 111 issues and projects. Project manager for implementing a bingo hall to a first class casino that can be compared to Las Vegas, investigating and implementing a help desk software, while taking care of 10 different casino locations plus and tribal property that utilized our computer systems. Our systems include casino programs for electronic gaming, poker software, players club who are always enrolling new members for promotions, back-end accounting software, software that are in our gifts shops, smoke shops, gas stations and that is just to name a few. I wore many hats at Cherokee it is a 365 day a year company and affecting revenue is a very high priority issue. I would have to change projects at any time, called in at all hours including nights, weekends, and holidays. I was totally agreeable to having to work unexpectedly, because that is the life for most IT departments, Even though my official title was “Desktop Administrator”, it definitely does not give enough credit that I had to know all computer systems that are currently being utilized, all software upgrades or complete changes that would affect the phone system, the hotel, table games, outside e-gaming vendors, poker, restaurants, food court, players club, email, webmail, promotions (including car giveaways), coffee shops, valet parking, the box office so tickets can be sold for live music or any other kinds of entertainment, ATM's, ticket redemptions and etc.

Contractor/Network Specialist, OSLA, Oklahoma City, OK April 2002 to Sept 2002. Performed cost benefit analysis for IT requirements with accountability for recommending hardware, software and network requirements in order to improve infrastructure. Implemented strategies to improve integrity of processes with responsibility for monitoring processes, policies, procedures and IT internal controls to ensure compliance with company and regulatory requirements. Verified and obtained statistical information for executive-level decision making. Provided Tier III technical support; directly responsible for LAN/WAN and Exchange Administration, NT domain configuration, security, account access, data backup, and end-user training. I Configured and maintained CISCO routers/switches.

Software Integration Analyst/Contractor, Williams Companies, Tulsa, OK Sept 2001 to Feb 2002. Applied extensive knowledge of Windows NT 4.0/2000, software, hardware, and network support issues along with Microsoft Office Suite, Visual Basic, and FrontPage to evaluate, optimize, document software testing, integration, and deployment process into Williams Energy Services desktop environment through the lifecycle. Tested hundreds of internal and external applications, documented and corrected all conflicts with pre-installed software, created Wise packaging for technicians and end-user installations. Created solutions for desktop support issues as well as maintained and enhanced existing software integration tools, Utilized measurement tools to discern the impact of software installations on the Williams Energy Services standard desktop image. The IT department supported 5000+ users worldwide.

Senior Desktop Support Specialist, MicroAge, Tulsa, OK June 2000 to Aug 2001. Provided Tier I, II, & III technical support and problem solving assistance to users in client companies multiple business environments adapting to changes with versatility regarding platforms, operating systems, hardware, software applications, etc. Designed network systems, implemented virus protection and security tools, along with specialized processes. Also installed and supported a wide variety of printers and other peripherals.

Desktop Support Specialist, PennWell Publishing, Tulsa, OK Sept 1999 to May 2000. Utilized technical support skills to provided Tier I & II problem solving to assist internal and remote users worldwide. Configured, maintained, and resolved all security, remote access, operating system, software, hardware, peripheral equipment, printer, networking, testing and deployment issues regarding workstations and laptops. I Maintained user accounts, end-user training, virus updates, all documentation. I kept all documentation and training manuals up to date for new-hires and existing employees. I performed all warranty and break-fix on Compaq and Dell desktops, laptops and servers.

Educational Background

Bachelor of Science, Management, Bartlesville Wesleyan College

Associate Degree, Computer Science, Tulsa Community College

Associate Degree, Accounting, Tulsa Community College

Profile

Knowledge of importance of Clinical workflows, analytical results, positive relationship building skills, strong organizational and planning and project management, hard-worker, energetic, and willing to do anything that will assist in getting the project or assignment completed within the required time-frame and within budget. I possess the "can do" attitude which would be an asset to any organization. My goal is always to make the client happy

References

David Foreman 972-***-**** (Manager)

Joseph Busalacchi 469-***-**** (Supervisor)

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