Experience

MHA of Columbia Greene

• United States
• Mental Health Care
• 1 - 100 Employee

• Director of Information Technology

  • Dec 2017 - Present

  - Planned and completed Windows 10 upgrade for an agency of over 300 employees. - Implemented a Ticketing System (TeamViewer’s Service Camp) 1,382 total tickets in the first two years. - Researched and implemented an Inventory System (Asset Panda) to manage grant purchases, licensing, and general inventory. - Planned for and secured funding for improved networking to allow a site-to-site VPN. - Prioritized needs of the entire agency while emphasizing security with a limited budget. - Produce Annual Reporting for the Board to keep them aware of improvements/initiatives in the IT Department - Instituted regular Audit procedures to review logins of IT systems - Collaborated on an improved onboarding process for new employees with all involved departments - Worked with current and new vendors to improve the IT purchasing process. - Initiated Research/Planning with QA/Compliance departments to work on 2FA for the EHR (AWARDS) Show less



Mavis Tire Co

• United States
• Retail
• 1 - 100 Employee

• IT Support Specialist

  • Nov 2016 - Nov 2017

  - Oversee technical support for Corporate Office Employees and 340 retail stores - Manage Help Desk Team to meet the needs of corporate/retail stores effectively - Coordinate Projects provided by IT Director, such as IP Phone System in Retail Stores. - Provide Technical Support, Maintenance and Project Management for Eclipse (DMS) - Oversee technical support for Corporate Office Employees and 340 retail stores - Manage Help Desk Team to meet the needs of corporate/retail stores effectively - Coordinate Projects provided by IT Director, such as IP Phone System in Retail Stores. - Provide Technical Support, Maintenance and Project Management for Eclipse (DMS)



DocuWare

• Germany
• IT Services and IT Consulting
• 200 - 300 Employee

• Senior Software Support Analyst

  • Jun 2015 - Jun 2016

  Provide Excellent Support via Email, Phone, Forums to IT Professionals, Users, and Software ResellersTesting Support Issues for Potential Bugs and provide thorough documentation to R&D teamMaintain Departmental and external documentation to reduce support casesIdentify trends of product issues to provide to the R&D Team to reduce support cases

• Customer Support Specialist

  • May 2013 - Jun 2015

  -Support usage, installation, and configuration for complex document management systems-Provide Excellent Support via Email, Phone, Forums to IT Professionals, Users, and Software Resellers-Maintain Internal Department and external Documentation for Accurate/Efficient technical resolutions-Creating comprehensive solutions to complex industry specific needs using product and technical knowledge



Time Warner Cable

• Telecommunications
• 700 & Above Employee

• Level 3 Spec Ops

  • Jun 2011 - Jun 2012

  -Internet Service, Wireless Connectivity, Switch Digital Cable, and Digital Phone Technical Support -Trained in Security Procedures for Compliance of FCC regulations -Involved Inter-Departmental Collaboration to Obtain Resolutions Contributions: -100% Quality Assurance Scores on Monitored Phone Calls -Customer Follow-Up Productivity Over 75 Tickets a Day -Pursued Optional Training Sessions on Company Services -Internet Service, Wireless Connectivity, Switch Digital Cable, and Digital Phone Technical Support -Trained in Security Procedures for Compliance of FCC regulations -Involved Inter-Departmental Collaboration to Obtain Resolutions Contributions: -100% Quality Assurance Scores on Monitored Phone Calls -Customer Follow-Up Productivity Over 75 Tickets a Day -Pursued Optional Training Sessions on Company Services



Epicor

• United States
• Software Development
• 700 & Above Employee

• Account Coordinator

  • Oct 2008 - May 2011

  -Monitored All Priority 1 Store Down Issues for North American Retail Chain-Wrote Technical and Procedural Documentation for Account-Delegated Follow-Ups Amongst Team Members and Monitored Progress-Held Conference Calls with Corporate to Discuss Documentation and Compliance Goals-Completed Monthly, Weekly, and Daily Account Reports By DeadlineContributions:-Met Issue Resolution Goals Consistently For the Account-Compliance Goals Achieved Through Creation of Training Objectives for All New Analysts Show less

• Level 2 Analyst

  • Oct 2007 - Oct 2008

  -Involved in All Technical Communications With Over 40 Retail organizations-Remote Technical Support Using VMware, RealVNC, Citrix, and RemotelyAnywhere-Coordinated with On-Site 3rd Party Vendors to Address Issues With Critical HardwareContributions:-Resolved up to 55 Tickets per 8 hour shift-Highest Productivity Statistics Of Level 2 Analysts

• Level 1 Analyst

  • May 2007 - Oct 2007

  -Phone Support for Store Personnel Addressing Issues with POS Systems, Hardware, and ServersContributions:-Scored 100% on Quality Assurance Monitored Phone Calls-90% Same Day Ticket Resolution-Kept Call Times Under Goal of 8 Minutes



SUNY Orange

• United States
• Higher Education
• 400 - 500 Employee

• Senior Technical Internship

  • Jan 2008 - May 2008

  -Worked with Project Manager on System Analysis and Design for a Thin Client Server and Stations -Researched System Specifications and Budget to Be Presented to IT Management -Installed Hardware and Linux Based Software With Minimal Supervision from Project Manager -Kept Meticulous Records for Status Updates for IT Department -Worked with Project Manager on System Analysis and Design for a Thin Client Server and Stations -Researched System Specifications and Budget to Be Presented to IT Management -Installed Hardware and Linux Based Software With Minimal Supervision from Project Manager -Kept Meticulous Records for Status Updates for IT Department



Hudson Valley Career Development, LLC

• United States
• Professional Training and Coaching
• 1 - 100 Employee

• Help Desk Analyst

  • Feb 2007 - May 2007

  -Phone and In-Person Support of Hardware and Web Services for Faculty, Staff and Students -Trained with Field Technicians on Security Procedures for Equipment Replacement Contributions: -Selected to Complete Data Entry/User Assessment for Hardware Asset Management Project -Phone and In-Person Support of Hardware and Web Services for Faculty, Staff and Students -Trained with Field Technicians on Security Procedures for Equipment Replacement Contributions: -Selected to Complete Data Entry/User Assessment for Hardware Asset Management Project