Experience

City of Bonita Springs

• Government Administration
• 1 - 100 Employee

• IT Manager

  • Jul 2023 - Present

  United States



TeleSpecialists

• United States
• Hospitals and Health Care
• 100 - 200 Employee

• IT System Administrator

  • Apr 2021 - Mar 2023

  Fort Myers, Florida, United States • Ensures timely and accurate response to Tier II technical support requests for assigned systems and assists with in-depth troubleshooting • Supports the patching and upgrades of applications and operating systems in our environment • Supports the company’s primary software applications including but not limited to Microsoft Office 365, Azure Active Directory, Virtual Windows Servers, switches and routers, multifunction printers, Five9, Salesforce, Domo, Zoom and our proprietary web… Show more • Ensures timely and accurate response to Tier II technical support requests for assigned systems and assists with in-depth troubleshooting • Supports the patching and upgrades of applications and operating systems in our environment • Supports the company’s primary software applications including but not limited to Microsoft Office 365, Azure Active Directory, Virtual Windows Servers, switches and routers, multifunction printers, Five9, Salesforce, Domo, Zoom and our proprietary web application TeleCare • Communicates system change control, disruptive or otherwise through formal change management process • Works with external vendors to diagnose complex problems and drive resolution • Develops and enhances the automation of all aspects of IT environment • Participates in required after-hours on-call support on a rotating basis • Contributes to the creation and maintenance of FAQ documents, knowledge base articles, and end user guides. • Provides exceptional customer service to end-users at all levels of the organization. • Ensures excellent communication and follow-up to keep end-users updated on the status of their service requests • Completes thorough troubleshooting and makes the best effort to resolve service requests within service level agreement response times • Utilizes remote management software to resolve service requests • Provides training and education to end-users and IT technicians as needed • Leverages internal resources, knowledge bases, and external resources to assist with troubleshooting and resolution of issues • Proves consistent ability to work in a fast-paced, complex, and rapidly evolving environment Works on and manages system initiatives and projects Show less



UNC Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• HCS Desktop Support Specialist

  • Jul 2016 - Apr 2021

  Hickory/Lenoir, North Carolina Area • Provided expertise and guidance in the installation, configuration, management and support of all desktops, portable computers and related peripherals over a multi-platform network. • Ensured end-users' productivity by providing problem solutions. • Participated in evaluating product incompatibility, flexibility, and ease of use including the design of application options with mainframe applications. • Installed and configured hardware and standard software applications, as well as… Show more • Provided expertise and guidance in the installation, configuration, management and support of all desktops, portable computers and related peripherals over a multi-platform network. • Ensured end-users' productivity by providing problem solutions. • Participated in evaluating product incompatibility, flexibility, and ease of use including the design of application options with mainframe applications. • Installed and configured hardware and standard software applications, as well as assisted customers and ISD teams on complex resolutions. • Served as subject matter expert for leading the support of system operations including network optimization, planning, design, and engineering for complex projects or high-level assignments within the health system's desktop computing environment. • Assisted customers and team members in solving problems and offering suggestions for hardware/software upgrades. • Provided customers with technical support and incident resolution related to hardware and software. • Provided initial training to familiarize the customer with the operation of the system. • Performed desktop moves in a timely manner, based on user/organization needs. • Managed desktop peripheral inventory and assisted with asset management. • Maintained accurate records for device changes. • Updated inventory system whenever a computer was installed or relocated to provide accurate information. • Ensured network security by enforcing passwords, installing virus protection software, and encryption technology. • Adhered to policies and procedures, creating user-profiles, administered files and folders security and storage capacity. • Worked closely with clients for the duration of projects. Show less



UNC Health Caldwell

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Scan Technician

  • Oct 2010 - Apr 2021

  Hickory/Lenoir, North Carolina Area • Adhered to strict HIPAA guidelines to maintain patient and medical record confidentiality. • Monitored multiple databases to keep track of all old records and purged outdated files. • Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations. • Scanned incoming documentation. • Set up patient charts and documented information in various company systems. • Maintained 100% compliance with… Show more • Adhered to strict HIPAA guidelines to maintain patient and medical record confidentiality. • Monitored multiple databases to keep track of all old records and purged outdated files. • Trained internal staff members on administrative processes, work instructions and procedures to facilitate consistent and seamless company operations. • Scanned incoming documentation. • Set up patient charts and documented information in various company systems. • Maintained 100% compliance with all hospital and government regulations. • Observed confidentiality and safeguarded all patient-related information. • Pulled patient records and transferred information to appropriate parties in strict accordance with policy. Show less



Cerner Corporation

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• End User Device Administrator

  • Jun 2015 - Jul 2016

  Hickory/Lenoir, North Carolina Area • Provided technical services to internal clients by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, telecom, and network systems. • Ensured that all phases of desktop and/or telecom support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved • Supported a broad range of devices including scanners, monitors, printers… Show more • Provided technical services to internal clients by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, telecom, and network systems. • Ensured that all phases of desktop and/or telecom support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved • Supported a broad range of devices including scanners, monitors, printers, various telecommunications systems and smart room technology. • Delivered client satisfaction through high levels of support and issue resolution • Leveraged internal and external resources and tools to deliver problem identification and resolution • Installed, configured, and upgraded end-user desktop and laptop software • Performed device/IT equipment moves, adds and changes for end-users • Served as the onsite point of contact for issue resolution and triage for supported technologies • Performed hardware and software maintenance, such as upgrades, virus scans, moving systems, and documenting changes • Accountable for communicating and working with the client to resolve key issues. Show less



Ricoh USA, Inc.

• United States
• Information Technology & Services
• 700 & Above Employee

• Service Technician

  • Mar 2014 - Jun 2015

  • Serviced and repaired a variety of company products. • Set up tagging, installation, preventative maintenance and routine service on small printer, low-end segment, and facsimile devices at customer locations. • Managed territory, inventory, and customer relationships. • Performed a full range of servicing and repair service procedures including diagnostics, installation, removal, and retrofits on assigned equipment. • Performed Basic Connected installations, set up IP addresses… Show more • Serviced and repaired a variety of company products. • Set up tagging, installation, preventative maintenance and routine service on small printer, low-end segment, and facsimile devices at customer locations. • Managed territory, inventory, and customer relationships. • Performed a full range of servicing and repair service procedures including diagnostics, installation, removal, and retrofits on assigned equipment. • Performed Basic Connected installations, set up IP addresses, downloaded printer drivers and provided customer training on printing standalone and network devices. • Performed troubleshooting and repaired or replaced equipment components as necessary. • Completed technical training on new equipment as assigned. • Effectively executed all required territory management and call handling procedures. • Worked closely with sales partners to maximize equipment leads and upgrade opportunities. • Maintained and managed parts inventory with a high degree of accuracy. • Completed all required administrative tasks in an accurate and timely manner. • Interacted with external customers for the purpose of determining service needs on equipment and ensuring an overall high level of customer satisfaction with the service performed. • Always exhibited professional appearance and demeanor. Show less