A husband and father with thirteen years of Information Systems work experience, specializing in analyzing, streamlining, training, and supporting computer systems that ensure the work efficiency of end users.
Support 150 staff at 9 different locations resolving in-person, phone, and email technical support tickets.
Researched and implemented remote connectivity software.
Resolved 98% of all technical support tickets by coordinating solutions with IT Vendors.
Actively engaged with troubleshooting for all systems within the hospital including Electronic Medical Records, general IT systems/software, as well as the network switches.
Developed policies and procedures for the IT department including support policies and purchasing policies.
Managed major upgrade of HMS Electronic Medical Record.
Managed replacement of 30 printers across the various locations over a period of three days.
Designed and implemented an online employee directory.
Managed a major upgrade to a sleep evaluation software.
Resolved 98% of escalated technical support tickets and coordinated solutions with ISD staff and IT vendors.
Met all SLAs by implementing and maintaining performance and customer satisfaction measurement systems, including the creation of a three-tier ticket priority hierarchy.
Created, assigned, tracked, and evaluated the resolution of 35 daily desktop support tickets with Survey Monkey.
Evaluated new hardware purchases, gathered user requirements, and coordinated implementations across 40 departments to ensure ease of use and proper configuration of clinical systems.
Reduced PC deployment time by 66%, streamlined inventory report generation, and application deployment by implementing Dell KACE which created, standardized, and deployed images, bundled software.
Implemented the PolicyMedical hospital policy management software for 750 users.
Researched and recommended emerging technology purchases to the ISD Director, including Bomgar and rDirectory for end-users at seven Huntsville Memorial Hospital campuses. Supervision:
Managed three Desktop and Help Desk Technicians resolving in-person, phone, and email technical support tickets for 750 staff at a non-profit county hospital with 127 beds.
Delivered coaching and evaluations during weekly one-on-one meetings, team meetings, and annual reviews.
Coordinated the purchase of technical support training in CompTIA A+, CCENT, CCNA, and HDI-SCA for the four-member Support Services team.
Developed, implemented, and communicated Support Services policies, standards, processes and procedures, including job descriptions, support ticket work flows, and specific service level agreements.
Implemented tools that increased team producitivity, security, and inventory tracking, which included Dell KACE and McAfee ePolicy Orchestrator.
Conducted hiring interviews for new and potential Support Services staff, and performed group interviews for new and potential ISD staff in coordination with the management team.
Created, maintained, and delivered Information System Department (ISD) training to six new hires, including a ticketing system, medical information, and AD account maintenance instruction. Project Management:
Implemented an upgrade from MS Office 2000 to MS Office 2007 and eventually to MS Office 2010 to between 350 and 500 computers.
Implemented mobile workstations for a surgery specific Electronic Medical Record (EMR) system and Quest and iPath general health EMR system for 500 users.
Gathered requirements, coordinated with vendors, planned and executed testing, and provided training for all implementations.
Implemented a patient discharge instruction application for twenty ER Physicians that automated discharge instruction and prescription printing, decreasing ER discharge times. Training:
Prepared and delivered diagrams and four annual presentations on proposed enterprise systems and workflows to management.
Developed and delivered new employee technical orientation twice a month to 1K staff
Trained 750 users on webmail, PolicyManager, the incident reporting system, the ISD ticketing system, and scheduling and payroll applications.
Provided technical support and troubleshot and repaired desktop systems and peripheral equipment for 1.2K end users.
Installed and configured hard drives, RAM, video cards, and fans, as well as software and applications.
Investigated system problems and provided solutions using Check Disk, Defrag, and ScanPST.
Managed the Thin Client hardware rollout for 100 end-users while supervising two staff.