IT Operations & Incident Management Leader

Michael Holdbrook-Smith

*** ***** ***** ******* **** 44273 ● Home: 216-***-**** ● ***********@*****.***

Incident Management ~ Training & Leadership ~ Customer Relations & Service Excellence

Systems Management ~ Priority Management ~ Process Enhancements ~ Workflow Optimization

Profile

●Professional, highly analytical, detail-focused, and collaborative; constantly embrace high-visibility, challenging and complex issues in order to support organizational growth and success.

●Proficient in the use of Meditech software and well-versed in multi-platform troubleshooting (e.g. Mac O/S X El Capitan and all versions of Windows).

●Extensive strengths in IT operations spanning networking, system administration, security, technical support, PC repairs, incident management, Active Directory, server management, Exchange administration and VoIP support.

●Considerable training, coaching, mentoring and management skills including evaluating staff performance.

●Outstanding cultural sensitivity, and able to collaborate with peers, customers, and specialists to steer project success.

●Exhibit unwavering alignment with the mission, vision, values and strategic goals of MHS.

●Excel at seamlessly interfacing with key stakeholders to propel forward-moving efforts across multiple initiatives concurrently.

●Able to travel between all Methodist Health System campuses.

Professional Experience

Premier Primary Care Clinic affiliate of Cleveland Clinic, March 2019 to Present

IT Specialist/helpdesk Agent

●Handle Clinic’s routine operations.

●Guide and support participation in patient care delivery regularly.

●Manage facilities, equipment, supplies, personnel and resources in relation to cost containment.

●Execute clinical administrative policies and initiate action to enhance patient care programs.

●Examine and resolve complaints from staff, visitors, patients and Providers.

●Explain good workplace behavior and identify issues and use resources to resolve.

●Handle environmental health and safety by ensuring fire and safety and controlled laboratory chemical compliance and HAZMAT directed inventories.

●Supervise stock supplies and handle clinic calendar.

Methodist Health System, October 2018 – March 2019

Sr. PC technician

●Assess malfunctions of computer hardware and/or peripheral devices for the purpose of determining appropriate actions to maintain computer operations.

●Coordinate with other technicians and staff members for the purpose of completing projects/work orders efficiently.

●Install computer hardware, peripherals and related application software for the purpose of maintaining safe and effective site operations.

●Request quotations for the purpose of providing cost information, purchasing and securing items.

●Transport a variety of items (e.g. equipment, supplies, etc.) for the purpose of providing materials at job site or to bring equipment in for repairs.

●Perform other related duties as assigned for the purpose of ensuring the efficient and effective functioning of the work unit.

Methodist Health System, July 2016 to October 2018

Service Desk Supervisor

●Oversaw the Entire Service Desk staff and ensured that end users got the appropriate assistance.

●Managed the responsibility of managing all procedures related to the identification, prioritization, and resolution of end user help requests.

●Helped Enforce Service Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes.

●Managed the processing of incoming calls to the Service Desk via both telephone and email to ensure courteous, timely, and effective resolution of end user issues.

●Access software updates and the Cherwell knowledge base to aid in problem resolution.

●Tracked and analyzed trends in Service Desk requests and generated statistical reports for the Hospital Leadership.

●Oversaw dissemination of help sheets, usage guides and FAQ lists for Service Desk agents and ultimately end users.

●Was an integral part of the Epic roll out team starting April 1st 2017. This included but not limited to supervising the Remote command center, working with the various Epic teams to make sure all tickets were routed to the appropriate Epic teams.

Methodist Health System, March 2014 to March 2018

Sr. Physician Help Desk Analyst/Computer Operator

●As senior service desk analyst, I helped monitor inbound calls, support operators in service resolution and intervene in difficult calls.

●Helped create and update the script for service desk analysts.

●I also helped manage availability, coach and develop new service desk analysts with help from other teammates.

●Able to investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical, operational). Contributed to the implementation of remedies and preventative measures.

●Tasked to make the right decision at the right time. Fix or help resolve the cause of the problem, not the effect

●I am a good team player and work effectively across IT operations.

●I was able to manage challenging relationships with internal and external customers, some of which were known to be difficult’ to handle with relative ease.

●I consider myself a Customer service Guru.

●Receive, assess, and appropriately respond to support calls from hundreds of physicians and nurses across all Methodist hospitals statewide.

●Analyze, diagnose, and swiftly resolve issues related to Meditech EHR software, Microsoft applications, Exchange server, Active Directory, print server, Citrix, email, and other third-party software.

●Troubleshoot, patch, and reboot servers to ensure and maintain 100% continuity and connectivity.

●Diligently monitor complete hospital network including switches and VLAN via WhatsUp Gold and Openlink to identify and avert service interruptions and outages.

●Train new doctors and nurses in using Meditech applications to streamline patient charting functions.

●Proactively assume responsibility for complex calls where peers are experiencing difficulties.

●Consistently adhere to IMOC procedures from reviewing incident management matrix to opening IT Conference Bridge and subsequent Cherwell problem ticket according to defined helpdesk guidelines.

●Leverage proficiency in MHS workflows and processes to track calls, detect trends, resolve technical problems, and meticulously document solutions.

Continued …

Professional Experience continued … MICHAEL HOLDBROOK-SMITH – Page 2 of 2

●Decisively recommend key workflows to drive high levels of technical and procedural excellence.

●Merge technical acumen, leadership talents, and customer relations skills to repeatedly surpass SLA requirements.

●Champion timely interventions to circumvent and mitigate critical events which would impact operations.

●Explore and orchestrate process and procedural enhancements among physician helpdesk unit.

Fujitsu America, Richardson, Texas, April 2012 to July 2014

Technical Analyst

●Delivered efficient and quality-focused technical support to 40,000+ users via phone, desk-side support, and preventative maintenance across a large enterprise Windows network for General Services Administration.

●Employed ITIL-based practices to support a wide range of technologies encompassing Active Directory, Office 365 Cloud Services, SAP, and numerous other third-party programs.

●Troubleshot and promptly restored network connectivity for email, file servers, printers, desktops/laptops, and other IT infrastructure components.

Telvista, Dallas, Texas, October 2010 to July 2014

Technical Support Analyst and Internal Helpdesk Mentor

●Troubleshot, identified, and rectified issues related to VoIP/digital phone, Internet service, and video systems for Verizon customers to optimize satisfaction, retention, and company reputation.

●Expertly served as escalation point for all problems reported to Mentor Desk.

●Applied sharp critical thinking abilities toward conducting root cause analysis to pinpoint solution.

Time Warner / Broadband Express New York City and Ohio (Dayton), 2002 to 2009

Area Operations Manager and Regional Manager

●Advanced to oversee full-scope regional operations for Dayton, Ohio including technology upgrades, installations, hiring/staffing, regional budget administration, report writing, and performance management.

●Hired A+ certified technicians to perform installations in New York City and provided ongoing coaching, motivation and conflict resolution to foster high employee morale, vital to maximizing productivity.

●Performed comprehensive incident follow-up to ensure 100% customer satisfaction and SLA adherence.

●Trained, mentored, and developed technicians to earn A+ certification as a prerequisite to becoming triple-play technicians.

●Applied dynamic leadership talents toward aligning, mobilizing, and managing 150 technicians and 20 dispatchers.

●Spearheaded daily safety meetings to achieve and enforce strict compliance with OSHA regulations.

Education & Credentials

Long Island University, New York:

Bachelor’s Degree in Liberal Arts, International Relations

Candidate, B.Sc. Computer Science

A+ Certification, CompTIA

PC Repair Certification

MCSE and Cybersecurity classes

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