Healthcare IT Support RIS/PACS & DICOM/HL7
Resume:
Resume
Abdel Shazly
Contact InformaƟon
+614******** ************@*******.*** Victoria, Australia hƩps://www.linkedin.com/in/abdel-shazly/
Professional Summary
Healthcare IT professional with experience supporƟng RIS/PACS systems, DICOM/HL7 and clinical imaging workflows. Skilled in troubleshooƟng healthcare applicaƟons, system configuraƟon, database administraƟon, and Level L2/3 technical support across clinical environments. Experienced in working with radiologists, clinicians, and IT teams to maintain reliable imaging systems and resolve technical issues both remotely and on-site. EducaƟon
Bachelor of InformaƟon Technology and CompuƟng
2018
The Open University
GraduaƟon Project: B+
Professional CerƟficaƟons
IA10: InstallaƟon, Repair, Maintenance, and CalibraƟon of RadiaƟon Apparatus and Substances.
NOST - NaƟonal On Site Training NOST - NaƟonal On Site Training.
IBM - InternaƟonal Computer Driver’s License (ICDL).
3CX Basic CerƟfied Engineer.
MicrosoŌ CerƟfied SoluƟons Associate (MCSA)
Cisco CerƟfied Design Associate (CCDA).
Cisco CerƟfied Design Specialist (CCDS).
Cisco CerƟfied Network Associate Industrial (CCNA).
Cisco Express FoundaƟon for System Engineer.
Designing for Cisco Internetwork SoluƟons.
CompTIA Network+
HCL Compliance Training.
ND3341-SysƟmax InstallaƟon & Maintenance (SCS).
NSW Environment ProtecƟon Authority (EPA) CredenƟal ID 520530 Core Skills
Healthcare IT & Medical Imaging
Experience supporƟng enterprise RIS/PACS plaƞorms and diagnosƟc imaging workflows across healthcare environments.
Strong knowledge of DICOM, HL7, modality integraƟon, Mirth, image archiving and workflow opƟmisaƟon.
Deployment, configuraƟon, troubleshooƟng, and lifecycle support of medical imaging applicaƟons, servers, and clinical workstaƟons.
InvesƟgaƟon and resoluƟon of complex applicaƟon, networking, and interoperability issues impacƟng clinical operaƟons.
EffecƟve stakeholder engagement across Clinical, Technical, Vendor, and Management teams to ensure successful project delivery and operaƟonal support. IT Infrastructure & Networking
Systems AdministraƟon: Deployment, configuraƟon, and maintenance of enterprise Windows/Server environments.
Network & ConnecƟvity TroubleshooƟng: TCP/IP, rouƟng, switching, VPNs, and firewall configuraƟons for secure medical data transmission.
VirtualisaƟon & Storage: Managing virtualised environments (VMware/Hyper-V) and enterprise storage soluƟons (NAS/SAN) for PACS archiving. Technical Support & Service Delivery
Incident & Problem Management: Complex incident resoluƟon (Onsite/Remote) and comprehensive Root Cause Analysis (RCA).
SLA & OperaƟons Management: SLA compliance, 24/7 criƟcal environment support, and service delivery in MSP/Manufacturing structures.
Enterprise TickeƟng Ecosystems: UƟlisaƟon of ServiceNow, Salesforce, ConnectWise, and FreshDesk
Professional Experience
Support Consultant HCIT Engineer – Zed Technologies, Victoria, Australia Mar 2026 – Present
Advanced Technical Support:
Act as an escalaƟon point for Level 2/3 issues, managing high-priority incidents related to medical imaging plaƞorms and ensuring Ɵmely resoluƟon within criƟcal environments.
Provide advanced support for enterprise PACS/VNA and web-based imaging soluƟons, ensuring seamless access to diagnosƟc images and reports for clinicians, referrers, and paƟents.
Troubleshoot end-to-end imaging workflows, including study availability, image rouƟng, viewing performance, and user access across distributed systems. System IntegraƟon & CoordinaƟon:
Support system integraƟons between PACS/VNA plaƞorms and hospital systems and Zed SoluƟons, ensuring interoperability across diverse IT infrastructures and clinical environments.
Work closely with support, implementaƟon, development and producƟon teams to manage escalaƟons, drive root cause analysis, and coordinate bug fixes, system enhancements, and performance improvements.
Liaise with external vendors and stakeholders to support interface troubleshooƟng and maintain conƟnuity of imaging services.
Client RelaƟonship Management:
Deliver dedicated technical consultancy to Zed Tech healthcare clients, ensuring high system upƟme and opƟmal performance of imaging delivery plaƞorms.
Coordinate cross-funcƟonal efforts to ensure service level agreements (SLAs) are met while maintaining high levels of client saƟsfacƟon. Service Engineer - Vatech Medical, NSW, Australia. Aug 2023 – Nov 2025 SoŌware Support:
Install and provide ongoing support for Vatech's soŌware, including imaging viewers, capture soŌware, ModaliƟes MCU ConfiguraƟon/TroubleshooƟng/IntegraƟon, PACS, RIS, and Backup soluƟons.
Perform database migraƟons, backups, and restore operaƟons to secure sensiƟve medical imaging data.
Assist front-end clinical staff, including radiologists, technologists, and admin users, with daily workflows, system operaƟons, and reporƟng tools.
Manage Firmware upgrades for X-ray unit MCUs, ensuring compliance with new firmware and feature/hardware updates/upgrades.
Diagnose and troubleshoot soŌware issues related to PACS, RIS, and medical imaging systems, working with clients/distributors/3rd parƟes to resolve problems swiŌly.
Lead server setups and configuraƟons for medical imaging systems, ensuring the seamless operaƟon of all connected hardware and soŌware. Hardware Support:
Lead the installaƟon and configuraƟon of dental X-ray units, including IO sensors, OPG, CBCT units, Portable X-rays, and CHEP systems for various clients across the region.
Provide prevenƟve maintenance (PMS), service, and technical support for all Vatech- manufactured dental imaging devices.
Implement hardware upgrades and service campaigns, ensuring all units are operaƟng at the latest standards.
Troubleshoot and resolve hardware-related issues, ensuring minimal downƟme and opƟmal performance.
Conduct system and hardware tesƟng during service visits to verify unit funcƟonality.
Manage inventory, idenƟfy faulty parts, and coordinate with HQ for part replacements, ensuring quick turnaround and availability. Vendor and Distributor CollaboraƟon:
Act as the primary technical support contact for Vatech's distributors.
Provide tech support to third-party RIS/PACS vendors (InteleRad, Sectra, PrakƟka, and Dental4Windows), ensuring high service quality and rapid response Ɵmes for end clients.
Coordinate service requests, prevenƟve maintenance, and installaƟon schedules to ensure smooth operaƟons and minimal disrupƟon to dental pracƟces.
Conduct training sessions with distributors on the latest hardware and soŌware updates to maintain high-level product knowledge and service capabiliƟes. EUC Support Engineer – HCL Tech, NSW, Australia Dec 2022 – Aug 2023 End-user Support:
Provide Level 1/2 advanced technical support and troubleshooƟng for end-users through various channels of communicaƟon, including phone, email, instant messaging, or in-person.
Assist users with the iniƟal setup, configuraƟon, and maintenance of desktops, laptops, mobile devices, printers, and other peripherals.
Troubleshoot issues related to operaƟng systems, soŌware applicaƟons, network connecƟvity, and email services.
Collaborate with other IT teams to resolve complex technical problems and escalate issues when necessary.
Incident Management:
Record, track, and prioriƟes user-reported incidents and service requests using the ServiceNow ƟckeƟng system.
Perform iniƟal diagnosis, troubleshooƟng, and problem resoluƟon or escalate issues to higher-level support teams when required.
Analyse recurring incidents and idenƟfy underlying problems to provide long-term soluƟons and prevent future occurrences.
Ensure that incidents and service requests are resolved within established service level agreements (SLAs) or agreed-upon Ɵmelines.
Hardware and SoŌware Maintenance:
Perform hardware and soŌware installaƟons, upgrades, and replacements.
Conduct regular maintenance acƟviƟes, such as applying patches, updates, and security configuraƟons.
Maintain an inventory of hardware and soŌware assets, ensuring accurate records and documentaƟon.
Collaborate with vendors and procurement teams for hardware and soŌware procurement, as well as warranty management.
MSP Desktop Support – EMR SoluƟons, NSW, Australia Mar 2022 – Dec 2022 DuƟes and responsibiliƟes:
Providing Level 1/2 technical resoluƟon to our clients via our ƟckeƟng system, including desktop,
server, network, and all related infrastructure issues such as soŌware installaƟons, configuraƟon, backup,
Maintenance, anƟ-virus soŌware, and security either over the phone/email/ƟckeƟng, remote, or onsite.
Perform weekly/monthly proacƟve system health checks to maintain the server's opƟmal performance.
Handling incident service request Ɵckets opened by our customers on a daily basis
(calls - emails).
Escalate Ɵckets to Level 3 when required and record all iniƟal troubleshooƟng and relevant informaƟon.
Support requests with vendors or third parƟes where required.
Knowledge of common AnƟvirus (EDR) and Backup ApplicaƟons and SoluƟons, N- Able, N-Central/RMM.
MicrosoŌ 365 & SharePoint / OneDrive / Teams administraƟon, licensing, and troubleshooƟng.
TroubleshooƟng end-user workstaƟon environments, MicrosoŌ Office 365, Windows Server environments, and Azure AcƟve Directory.
Field Service Engineer – Hole and Pole, Riyadh, Saudi Arabia Aug 2018 – Mar 2022 DuƟes and responsibiliƟes:
Delivered Level 1/2 technical support to clients via ƟckeƟng systems, phone, email, remote access, and onsite visits.
Supported and maintained IT infrastructure, including desktop environments, Windows Servers (AcƟve Directory, DHCP, DNS, Hyper-V, IIS, Exchange), MicrosoŌ 365, networking, and wireless soluƟons.
Performed troubleshooƟng and root cause analysis for infrastructure, system, and user- related issues.
Managed and resolved incidents and service requests within SLA, ensuring Ɵmely communicaƟon and resoluƟon.
Conducted regular system health checks and prevenƟve maintenance to ensure opƟmal server and network performance.
Administered and supported data storage systems, including configuraƟon, monitoring, and troubleshooƟng.
Managed database operaƟons, including incident handling, performance monitoring, and full/incremental backups.
Installed, configured, and maintained soŌware, hardware, security tools, and backup soluƟons.
Escalated complex issues to Level 3 support, providing detailed troubleshooƟng steps and documentaƟon.
Coordinated with vendors and third-party providers to resolve technical issues and maintain service conƟnuity
Network Engineer (Presales) – Smart ConstrucƟon, Riyadh, Saudi Arabia Dec 2012 – Jul 2018
Network Design & SoluƟons Architecture:
Developed comprehensive technical designs for Cisco-based infrastructures, including advanced switching, rouƟng, and IP Telephony (VoIP) soluƟons.
Designed and proposed integrated networking soluƟons uƟlising HP networking hardware and Avaya communicaƟon systems.
Architected passive infrastructure layouts, including detailed designs for structured cabling, network cabinets, and data centre physical requirements. Project ExecuƟon & ImplementaƟon:
Assisted in the on-site implementaƟon and configuraƟon of large-scale network deployments for major government projects and high-profile private sector clients.
Collaborated with project management teams to ensure technical specificaƟons aligned with client requirements during the delivery phase. Technical ConsultaƟon:
Delivered presales consultancy, conducƟng site surveys and needs assessments to architect customised infrastructure soluƟons
Translated business requirements into technical networking soluƟons through comprehensive documentaƟon and detailed hardware specificaƟons.
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