Patricia L. Nyce Ft. Lauderdale, FL

advj8h@r.postjobfree.com 610-***-**** www.linkedin.com/in/patricia-nyce

IT Support Administrator

HealthCare IT Professional with multiple years of experience in technical support, across multiple platforms along with effectively installing, configuring, and optimizing the IT infrastructure.

Experience includes system administration, applications analyst, network administration, computer systems analyst, desktop support and helpdesk analyst.

Accomplishments:

PACS and Windows Administration.

Active Directory and Exchange account administration, managing new account creation, access, provisioning, account updates and Group Policy.

Maintaining all LAN devices, servers, routers, switches, and UPS

Strong experience in installing, configuring, and supporting Windows Operating Systems on desktops and laptops throughout IT Enterprise environment.

Extensive experience in troubleshooting, diagnosing, and resolving problems related to operating systems, hardware, and software in-person as well as via remote assistance.

Developed procedures for a new Helpdesk environment, utilizing the corporate ticketing system to track and manage all IT work at the local hospital level.

Implemented offsite daily and monthly backup and security storage system of patient database, according to Federal HIPAA and corporate standard procedures.

Technical Skills:

Systems: Cisco, Microsoft Windows 2000/XP/Windows 7, 8, Windows 10 and Windows Server 2003, 2008, 2012 R2, Server 2016, and Server 2019, AS 400, Apple MAC OSX, iOS, and Android. Virtual and Cloud, VMWare, Hyper-V

Hardware: Servers, Switches, Routers, Desktops, Laptops, Tablets, Smart Phones

Software: MS Outlook 2000 - 2021, Outlook 365, MS Office 2000 – 2021, Office 365, MS Access, MS FrontPage, Visio, Adobe, Meditech, Soarian, PULSE

Help Desk Ticketing Software: HEAT, CA Service Desk, Service Now, CBS, Remedy

Languages: Visual Basic, C, HTML, PowerShell

Networking: TCP/IP, LAN/WAN, WLAN, Ethernet, VOIP, PoE

Professional Experience:

FEMWELL GROUP HEALTH, Miami, FL July 2021 – February 2023

IT Support Administrator / PACS Analyst/ PACS Administrator

Provided PACS and Windows administration support to two Breast Diagnostic Centers,

Care Diagnostics and Pembroke Pink, in South Florida. Supporting three to six

Radiologists, all Mammo techs, US techs, MRI techs, and office support staff.

Applications included PenRad / InteleRad, Infinitt, Dragon, and Intergy. Modalities included Hologic Mammography, Samsung Ultra Sound, and Siemens MRI.

Coordinated with all radiologists and perform troubleshooting on systems and administer everyday activities of PACS system, RIS, Dictation, and HIS/EMR.

Installed and provided support to remote workstations and monitor all complex application administration and perform tests on same and recommend changes to improve the working of PACS unit.

Analyzed user processes and ensure optimal utilization of same and always provided end-user support.

Monitored all tasks and resolved all issues related to PACS applications and associated equipment performed troubleshooting on all moderate and complex issues and provide appropriate feedback.

Coordinated with vendors and various departments to resolve all issues and perform troubleshooting on the PACS system to provide application support and maintain system tables

Oversaw all tests on systems and ensured effective implementation of all test processes, analyze results, and recommend upgrades or changes to avoid workstation crashes.

Perform troubleshooting on systems and modalities and resolve all hardware and network issues

Provisioning of user's personal computers by preparing all necessary software for the user role along with the onboarding of the employee

Provide daily IT administration, monitoring, and ongoing support for computers, networks, and related applications

Maintained and managed local servers and network devices, switches, access points, and firewalls

Ensured the security and protection of data on corporate network devices.

Handled user account provisioning – including Microsoft AD, Exchange/Office365, file share access rights, etc.

Escalated infrastructure and application-related issues to senior teams or vendor support as needed after performing an initial assessment

Advised and worked with management on all network infrastructure issues/problems

Participated and supported global IT staff members with various projects and initiatives

Provided IT training to staff when needed

Provided additional support on ad-hoc projects

CHEWY, Hollywood, FL October 2020 – June 2021

IT Support Analyst - Contract

Windows 10 and MAC OS- Remote desktop support to all Chewy employees migrating to a work-from-home environment.

Testing and troubleshooting home network connectivity and internet issues.

Supported Windows 10, MAC, applications, software, and hardware

Ticket triage on a rotational basis within the Service Desk team

Escalated hardware and application-related issues to the senior team as needed after performing an initial assessment

Supported warehouse operations by troubleshooting scan guns, thin clients, Zebra printers, and related hardware

JAMF support for MAC, AWS support.

JM Family, Deerfield Beach, FL March 2020 – April 2020

IT Support Analyst - Contract

Windows 10 - Remote desktop support to all JM Family employees migrating to a work-from-home environment. Supporting users connecting their company Avaya phones, Wyse computers, and laptops to the company network from home. Configuring and deploying laptops and Wyse terminals.

Windows Directory Services

AWS and Azure

VMware ESX and VCenter technologies, Citrix VDI support

Supporting Wyse terminal environments using Desktop Director, VSphere, Kaseya remote support

RSA token access support, resetting network and application passwords.

Service Desk ticketing system

Installing Ring Central softphone software and Plantronics headsets, speakerphones, and Bluetooth devices.

Trinity Health, Holy Cross Hospital, Fort Lauderdale, FL August 2019 – February 2020

Desktop Support – Contract

Windows 10 Migration Specialist - Large Enterprise desktop deployment implementation, deploying new and refurbished computers, laptops, monitors and other equipment. Windows 10 migration from Windows 7, migrating roughly 2600 computers and imaging an additional 1500.

PXE Imaging process of 1500 desktop and laptop

Active Directory, adding computers, group policies and printers.

Zenworks software package installation process and tools.

Install software, based on user requirements and profiles.

Validating post-migration functionality and end-user support.

Troubleshooting and installing the Office 365 rollout.

Florida Power and Light, Plantation, FL December 2018 – August 2019

LAN Administrator – Contract

Network and desktop administration, supporting FPL Service Center sites, including all LAN, WLAN, switches, servers, desktops, laptops, ToughBooks computers, software and operating systems for all employees in the offices, service centers and restoration trucks.

Installing LAN network components, switches, servers, WAP

Tracking and renewing licenses for software and equipment

Monitoring LAN performance

Upgrading network software, upgrading and imaging all types of computers to Windows 10, manually and remotely

Upgrading network hardware

Hardware and software asset management

Active Directory – Users and Computers

Creating network redundancy and backups

Ensuring continuity in the event of network failure

Supporting and maintaining all network rack components and connectivity.

Broward County Supervisor of Elections, Ft Lauderdale, FL July 2018 – Nov 2018

IT Technical Support – Contract - 2018 Primary and General Elections technical support including on-site voter registration computers and ballot printers, break/fix, connectivity and IT projects at the SOE. Projects included re-imaging 2000 PCs with Windows 10 and updating VR election software, and preparing laptops, cell phones, computers and printers for the current elections.

PlumChoice, Inc, Lowell, MA October 2016 – February 2018 Remote Technical Support Analyst – Specialized Tier 3 technician - supporting Verizon FIOS and DSL customers. Troubleshooting PC hardware, software, network routers, and WI-FI issues, on Macintosh and Windows operating systems. Diagnosed all PC issues, clearing malware and viruses. Supported all software and email client applications: Outlook 365 and third-party clients, Office 365, Skype, etc., on Windows 10, 8.1, 7, Vista, XP and Mac OS X 10.0 -.13, Android, iOS. Managing 10 - 15 remote sessions per day, closing 30 – 50 tickets per day. Worked from a home office in Ft. Lauderdale, Florida.

Lower Keys Medical Center, Key West, FL April 2015 – September 2015 System Administrator/ System Analyst – Identity Access Management, for all systems, Active Directory and Exchange security, PULSE patient database, etc. Performed system backup and recovery, maintaining data files and monitoring system configuration to ensure data integrity. Installed new software and system upgrades, evaluating and installing patches, imaging PCs and installing software. Resolved related software problems, installing hardware, troubleshooting all system, software, and network issues. Performed all IT functions. Supported 350 to 450 users and devices.

Spearheaded successful hospital-wide Windows 7 migration imaged and deployed new Windows 7 computers in the hospital Laboratory, migrating individual profiles, documents and settings, and reinstalling department/ user specific software, databases, in preparation for a vendor system upgrade.

Developed procedures for a new Helpdesk environment, utilizing the corporate ticketing system to track and manage all work at the local hospital level.

Managed Active Directory, creating and terminating all employee network and system access according to company and government security standards.

Implemented offsite daily and monthly backup and storage system of patient database, according to corporate standard procedures.

Trinity Health, formerly Catholic Health East, Newtown Square, PA October 2007 – April 2015

Help Desk Analyst III - Tier 1,2 and 3 Enterprise Help Desk support for a large healthcare system network, supporting over 70,000 users, including 34 acute care hospitals, four long-term acute care hospitals, 25 freestanding and hospital-based long-term care facilities, 14 assisted-living facilities, and 32 home health/hospice agencies from Maine to Florida.

Structured troubleshooting expertise resulted in the consistent highest percentage of problems resolved during the initial call – first call close and the highest percentage of calls closed on the second assignment when tickets are escalated.

Technical support of hardware, software, operating systems, peripherals and network issues; utilizing Remote PC Control software, PC Anywhere, SMS, Junos Meeting, and MMC Remote desktop support

Supporting Active Directory, MS Office, Email such as MS Outlook, Problem Management software, Windows Operating Systems

Supporting VPN, Remote Connectivity; Citrix, Juniper, and Mobile; Blackberry, Smartphone, and iPhone

Supporting application and end-user issues experienced by CHE RHC clinical and administrative personnel including Meditech, Soarian, NextGen, Horizon Home Health, Invision, and other healthcare applications

Training help desk personnel and writing help desk troubleshooting documentation.

Education and Certifications:

Bachelor’s Degree - Neumann University, Aston, PA

CompTIA A+ IT Technician (Certified)

CompTIA Network+ (Certified)

Microsoft: Windows Server 2012 R2, Windows Server 2016 - PC Professor Technical Institute - Boca Raton, FL

Installation, Storage, Computing, Networking and Identity.

Microsoft: A+, Network +, MCP, Windows Server 2003 – New Horizons Computer Learning Center, King of Prussia, PA

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