Experience

Academy of General Dentistry

• United States
• Non-profit Organizations
• 100 - 200 Employee

• Systems Administrator

  • Dec 2008 - Present

  • Support and maintain 40 Virtual Servers and Virtual Desktop Infrastructure running on HP Multi-Node SAN.• Support and maintain all on-site Cisco devices including switches, firewall and Unity phone system.• Provide software support and assistance for all users within the AGD.• Maintain systems functionality for software and hardware, to include preventive maintenance and troubleshooting on user based laptops and desktops.• Design, budget, acquire, implement, and maintain server based and networking systems for the headquarters office and any remote connections.• Track and maintain records for all IT related software and hardware. This includes documenting all software and support features related to all organizational hardware and software and monitoring hardware inventory, software licensing and support contracts.• Assist the department director in formulating the departmental operating budget.• Train users in applications, pc/laptop usage, network connectivity• Design and obtain training tools to train users on PC basics, and using those tools, train users on PC basics. This includes initial build and orientation for all new network users.• Maintain a library of training documents that can be provided to the users as needed.• Inspect, configure and test new hardware prior to use• Perform physical inventory counts of all PC and Network hardware.• Maintain the software library, including software manuals and installation/configuration instructions.• Configure, maintain, and ensure the safety of all network backups.



Bio-Logic Systems Corp.

• Technical Support Specialist

  • Aug 2007 - Jul 2008

  • Provide customer technical service/support of BioLogic Neurology/Sleep equipment. Interface directly with the customer and field personnel to address and resolve all Networking and technical issues.• Maintain Service Request database, documenting all interactions with customers according to FDA regulations. • Identify problems, provide recommendations and implement where appropriate. • Interface with Sales and Field Organizations, Shipping, Manufacturing and Production to coordinate and ensure delivery of product.• Interface directly with Engineering, Manufacturing and Field personnel regarding new product releases and updates (hardware and software). Provide feedback as needed to keep all the related parties aware of potential issues or problems in order to coordinate worldwide instrument service and repair operations.• Stay up-to-date and follow all Quality System procedures in order to help create and maintain new and effective quality products and services for the customers.• Train customer and technical support on computer and network troubleshooting, Neurology/Sleep equipment and software.



UPS Supply Chain Solutions

• United States
• Transportation, Logistics and Storage
• 700 & Above Employee

• Technical Support Specialist

  • Jul 1997 - Jul 2007

  • Maintaining sole and complete responsibility for resolution of all Network/Hardware/Software issues for 10 local UPS offices• Resolving all issues escalated by the Help Desk• Remote support of all Network/Hardware/Software issues for 60 UPS offices in the Midwest District including offices in Illinois, Wisconsin, Indiana, Michigan and Ohio through telephone support and online remote access software• Handled all Server and Network issues including network outages and Server and Router upgrades and replacements• Experienced in troubleshooting and quickly resolving issues for desktop and laptop PC’s such as hard drive crashes and Microsoft Windows issues including boot failures and software conflicts• Coordinating and implementing roll out of new PC’s during hardware upgrades• Coordinating and implementing deployment of new applications and Microsoft Windows upgrades• Supporting Microsoft Office Suite applications• Working directly with users daily via telephone and in person to quickly resolve issues in systems ranging from Microsoft Office and Windows to proprietary UPS applications• Complying with service level agreements regarding response and resolution times to Held Desk tickets, i.e. half hour to respond to a Severity 2 ticket, 4 hours to resolve a Severity 2 ticket• Implementing new hardware and applications under short deadlines as newly purchased companies are merged into UPS• Setting up and configuring PC’s and printers in new facilities during office consolidations• Operating as the central point for all purchases of new equipment and software• Working independently and resolving issues quickly and correctly