Systems Analyst | 2005 – present

• Advance the technical capabilities of the general Support Services team.
• Ensure that all phases of desktop support are properly coordinated, monitored, tracked, and resolved.
• Maintain and execute a training regimen for new hires, ensuring trainees develop the technical skills necessary to resolve the computer problems they will encounter.
• Research and stay abreast of new, emerging technologies anticipated to be utilized by consumers at the various hospital campuses.
• Serve as escalation point for customers with challenging technical issues and interact with appropriate ISD personnel and/or external vendors to find innovative solutions.
• Participate in hiring technical staff and provide on-going evaluation of technical staff competency.
• Develop and communicate policies, standards, processes and procedures for Support Services.
• Institute and maintain specific measurement systems and customer satisfaction measures.
• Develop strategies and procedures for response to technical challenges.
• Discuss system issues with managers and users to determine exact nature.
•  Define the goals of the system and the steps necessary to achieve them.
• Prepare diagrams and exhibits explaining proposed systems to managers and users in understandable format.
• Provide staff and users with assistance solving computer-related issues, such as malfunctions and program problems.
• Coordinate and link computer systems within an organization to increase compatibility and information-sharing.
• Consult with management to ensure agreement on system principles.
• Expand and modify systems to serve new purposes or improve work flow.
• Determine computer software or hardware needed to set up or alter systems.
• Train staff and users to work with computer systems and programs.
• Analyze information processing or computation needs and plan and design computer systems, using techniques such as structured analysis, data modeling and information engineering.
• Define the goals of the system and devise flow charts and diagrams describing logical operational steps of programs.

 Major Projects and Accomplishments:

• Implementation of KACE.
• Implementation of PolicyMedical – hospital policy management software.
• Implementation of patient discharge instruction application for ER physicians.
• Implementation of upgrade from MS Office 2000 to MS Office 2007 and then to MS Office 2010.
• Implementation of mobile workstations for surgery specific Electronic Medical Record (EMR) system (Surgical Information Systems) as well as general health system EMR (Quest / iPath)

Field Engineer | 2001 – 2005

• Primarily responsible for User support of PC systems, including troubleshooting hardware, software and printer problems.
• Responsible for inventory control and keeping reports accurate as well as documenting problems and fixes.
• Accountable for responding in timely manner to tickets and updating work log.

Major Projects and Accomplishments:

• Project Team Lead for Thin Client hardware rollout.