Technical Support Information Technology

JIMMY PINA

Bronx, NY, *****

**********@*****.*** / 917-***-****

SUMMARY

Sixteen years of experience in information technology, staff leadership, personnel training, operations management, technical support, documentation and problem resolution. Self-driven team player with strengths in communication and developing interpersonal relationships. Possess excellent planning, organization, time management and decision-making skills. Strategically coordinate and collaborate with various professionals to maximize performance in facilitating goals and attaining operational excellence. Fluent in English and Spanish. SKILLS

MS Windows

Mac OSX

MS Office Suite & Active Directory

MS Outlook

Adobe Acrobat

Sharepoint

Google Chrome

Firefox

MS Edge

McAfee Endpoint Encryption

Duo Mobile

Symantec

BMC Remedy

ServiceNow

Citrix

SCCM Remote Desktop

Bomgar

VPN

Slack

Zoom

Webex

Visual Basic

C++

Matlab

Electronic Workbench

HTML

EPIC

Siemens (Soarian & Unity) OAM

HDM

Dentrix

Dexis

PeopleSoft

LAN

WAN

TCP-IP

DNS

DHCP

SCCM

802.11 Technologies

Dell desktops & laptops

Dell, HP, Canon & Zebra printers

Impravata Proximity card readers & Impravata

PatientSecure Palm Scanners

EXPERIENCE

Senior Systems Analyst / Woodhull Medical Center - Brooklyn, NY 06/2008 - Current Perform Tier I & II technical support for executive, medical and clerical/administrative staff, in MS Windows, McAfee Endpoint Encryption & antivirus, printers and networks Gather information and make initial contact with end-users via phone/email, remote control & in person Troubleshoot software & hardware related incidents through ServiceNow ticketing system through resolution or JP

escalate to the appropriate team

Tasked with overseeing databases, performing file maintenance, configuring & repairing desktops & laptops Addressing inquiries related to WIFI & remote access (VPN) Account provisioning/user access (Windows & MS Outlook) Active directory: object adds, deletes, working with group policies Manage hardware inventory/asset management and documentation Install peripherals and maintain mobile medical equipment carts User onboarding

Completing pc moves/relocation/upgrades

Supervise third-party systems, patch applications

Participate in software and hardware rollouts/upgrades Planning, testing, scheduling, pilot testing, obtaining/compiling user feedback, training, supporting, monitoring, etc Member of the Tiger Seal Team, tasked with the deployment of Epic H2O to all NYC's Health and Hospitals Corporation facilities and off-sites

(December 2018-March 2020)

Participated in test dress rehearsal of all workstations & offered post go-live tech support Installing, configuring and troubleshooting all peripherals interacting with Epic application (EHR System) including handheld scanners, e-signature pads, credit card readers, document scanners, Patient Palm Scanners, networked zebra label printers, Dell, HP, Canon printers (Laserjet & Multifunction). Central Office Supervisor - Network Operations / Verizon - Newark, NJ 07/2005 - 07/2006 Proficiently directed Network Technicians at four offices engaged in maintaining distribution frames and switches Continually tracked preventive maintenance operations and tested network elements to ensure functionality Established working standards, instructed personnel and prepared reports & analyses of operations Oversaw inventory, scheduled cable throws and collaborated with vendors & other third parties. Case Management Associate / Hughes Hubbard & Reed LLP - New York, NY 04/2005 - 07/2005 Comprehensively documented coding, data cleaning & information entry into system and ensured accuracy of all records

Prepared detailed PowerPoint presentation for client viewing and generated ad hoc reports. Application Support Associate / WorkSpeed - New York, NY 01/2005 - 03/2005 Knowledgably instructed clients in utilizing online real estate management app and answered technical support questions

Created user accounts, governed access, managed permissions and oversaw databases Compiled promotional catalogs and assigned managers to projects. Account Executive and Corporate Trainer / Universal Online Promotions - New York, NY 08/2004 - 12/2004 Executed successful B2B sales campaigns for Quill Office Products and instructed personnel in effective selling Screened, interviewed, recruited and evaluated staff members. Network Operations Intern / Verizon - Albany, NY 06/2002 - 08/2002 Observed & assisted with office equipment installations and prepared instrumentation packages for administrative assistants

Managed administrative assistants, drafted documentation and handled & closed pending tickets Updated DI-User tables for NOC technicians.

EDUCATION AND TRAINING

Bachelor of Science - Electrical Engineering 01/2003 Union College - Schenectady, NY

OTHER EXPERIENCE

Member, Public Relations Coordinator & Vice President of SHPE, Verizon HSO & LEAD, Public Relations Liaison for CELA, Secretary of Phi Iota Alpha.

Multicultural Resource Center Operations Assistant at Union College, 2003-2004 Math & Physics Tutor for Upward Bound Program at John Jay College, 2000 Computer Teacher - American Experience Computer Summer Camp, New York Institute of Technology, 1999 CAREER TRACK

Senior Systems Analyst, Woodhull Medical Center, Brooklyn, NY, 06/2008, Present, Perform Tier I & II technical support for executive, medical and clerical/administrative staff, in MS Windows, McAfee Endpoint Encryption & antivirus, printers and networks., Gather information and make initial contact with end-users via phone/email, remote control & in person. Troubleshoot software & hardware related incidents through ServiceNow ticketing system through resolution or escalate to the appropriate team., Tasked with overseeing databases, performing file maintenance, configuring & repairing desktops & laptops. Addressing inquiries related to WIFI & remote access

(VPN), Account provisioning/user access (Windows & MS Outlook). Active directory: object adds, deletes, working with group policies., Manage hardware inventory/asset management and documentation. Install peripherals and maintain mobile medical equipment carts., User onboarding. Completing pc moves/relocation/upgrades, Supervise third-party systems, patch applications, Participate in software and hardware rollouts/upgrades. Planning, testing, scheduling, pilot testing, obtaining/compiling user feedback, training, supporting, monitoring, etc., Member of the Tiger Seal Team, tasked with the deployment of Epic H2O to all NYC's Health and Hospitals Corporation facilities and off-sites. (December 2018-March 2020). Participated in test dress rehearsal of all workstations & offered post go-live tech support., Installing, configuring and troubleshooting all peripherals interacting with Epic application

(EHR System) including handheld scanners, e-signature pads, credit card readers, document scanners, Patient Palm Scanners, networked zebra label printers, Dell, HP, Canon printers (Laserjet & Multifunction). Central Office Supervisor - Network Operations, Verizon, Newark, NJ, 07/2005, 07/2006, Proficiently directed Network Technicians at four offices engaged in maintaining distribution frames and switches., Continually tracked preventive maintenance operations and tested network elements to ensure functionality., Established working standards, instructed personnel and prepared reports & analyses of operations., Oversaw inventory, scheduled cable throws and collaborated with vendors & other third parties. Network Operations Intern, Verizon, Albany, NY, 06/2002, 08/2002, Observed & assisted with office equipment installations and prepared instrumentation packages for administrative assistants., Managed administrative assistants, drafted documentation and handled & closed pending tickets., Updated DI-User tables for NOC technicians.

Case Management Associate, Hughes Hubbard & Reed LLP, New York, NY, 04/2005, 07/2005, Comprehensively documented coding, data cleaning & information entry into system and ensured accuracy of all records., Prepared detailed PowerPoint presentation for client viewing and generated ad hoc reports. Application Support Associate, WorkSpeed, New York, NY, 01/2005, 03/2005, Knowledgably instructed clients in utilizing online real estate management app and answered technical support questions., Created user accounts, governed access, managed permissions and oversaw databases., Compiled promotional catalogs and assigned managers to projects.

Account Executive and Corporate Trainer, Universal Online Promotions, New York, NY, 08/2004, 12/2004, Executed successful B2B sales campaigns for Quill Office Products and instructed personnel in effective selling., Screened, interviewed, recruited and evaluated staff members.

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