Experience

CloudScale365, Inc.

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Vice President Operations

  • Dec 2021 - Present

  Delaware, United States • Operational and financial responsibility for all new and existing clients. • Employ and develop team members that share in the company’s values and culture to ensure company growth. • Lead support engineers in the planning, development, and implementation of operational improvement practices. • Solidified applications and tools that the engineers used for better mastering of the environment that is sold to support our clients. • Project Manager for migration of users from Legacy… Show more • Operational and financial responsibility for all new and existing clients. • Employ and develop team members that share in the company’s values and culture to ensure company growth. • Lead support engineers in the planning, development, and implementation of operational improvement practices. • Solidified applications and tools that the engineers used for better mastering of the environment that is sold to support our clients. • Project Manager for migration of users from Legacy to Microsoft New Commerce Experience licenses. • Managed transitions from trial subscriptions of Microsoft Teams to paid Microsoft Office Subscriptions that included the tool. • Work with the Chester Upland School District (CUSD)to lay out the infrastructure for two newly acquired buildings. • Coordinated SharePoint migrations for new clients and for the acquisition of the Chester Charter School. • Collaborated with the Director of Education for the CUSD to create a comprehensive listing of all applications, their support structure, and the annual cost to provide support clarity for the upcoming school year. • Overseeing the West Coast, East Coast, and Chester Upland School District Network Operation Centers. • Responsible for payroll and Paid Time Off. • Guide and inform operation strategies and initiatives; collaborate with CEO, senior leadership, and cross-functional teams to execute company goals and objectives. • Established rounding to build and develop relationships with the exiting 4500 customers. • Handle discipline and termination of employees in accordance with company policy. • Created annual review and merit increase program for the company. • Develop Key Performance Indicators to track and improve the performance of the NOC Engineers. • Review and update procedures and SOPs on an as-needed basis and periodically each year. Show less



Beebe Healthcare

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

• IS Manager

  • Nov 2018 - Dec 2021

  • Responsible for planning, developing, implementing, coordinating, and evaluating all aspects of IT Service Desk and desktop support services. • Serve as the manager for 17 operational support team members, IS contractors, and interns. • Develop and manage all phases of IT operational projects including planning, selection, vendor comparisons, projecting total project budget, contract negotiations, implementation, monitoring project budget, and on-going system… Show more • Responsible for planning, developing, implementing, coordinating, and evaluating all aspects of IT Service Desk and desktop support services. • Serve as the manager for 17 operational support team members, IS contractors, and interns. • Develop and manage all phases of IT operational projects including planning, selection, vendor comparisons, projecting total project budget, contract negotiations, implementation, monitoring project budget, and on-going system maintenance. • Coordinate capital projects and resource allocation with the Project Managers. • Work with IT Security team to mitigate threats by ensuring systems are consistently patched. • Accountable for developing and maintaining Key Performance Indicators and Service Level Agreements in the area of service desk performance, desktop/device support, and operational support that complies to ITIL standards. • Responsible for the Operations portion of HiTrust Re-certification and reassessment. • Control yearly Operational and Capital $16 million budget. • Manage contracts with vendors (e.g., development platforms, telecommunication companies, password managers) and software licenses. • Maintains, audits, and continually improves ITSM change management processes to assure coordinated multi-service provider, change management processes including Create and process a Request for Change (RFC), Assess and evaluate change, Coordinate change with stakeholders, test change prior to release, authorize and schedule change implementation, implement change, and review and close change record. Show less



Telerx (now C3i Solutions)

• India
• Outsourcing/Offshoring
• 300 - 400 Employee

• Voice Application Engineer

  • Sep 2012 - May 2016

  Horsham, PA • NICE Applications System Engineer and NICE Certified System Administrator for NICE Interaction Management 4.1 (NCSA), Aspect Quality Management (AQM) and HP Qfiniti Enterprise vs. 3.51. • Monitored NICE systems utilizing NICE Sentinel. • Rolled out NICE Record On Demand and AQM Quality Monitoring to assist with PCI Compliance. • Resolved NICE, Qfiniti and AQM administrative tickets/technical tickets. • Assisted NICE and AQM Engineers with the installation of the Voice… Show more • NICE Applications System Engineer and NICE Certified System Administrator for NICE Interaction Management 4.1 (NCSA), Aspect Quality Management (AQM) and HP Qfiniti Enterprise vs. 3.51. • Monitored NICE systems utilizing NICE Sentinel. • Rolled out NICE Record On Demand and AQM Quality Monitoring to assist with PCI Compliance. • Resolved NICE, Qfiniti and AQM administrative tickets/technical tickets. • Assisted NICE and AQM Engineers with the installation of the Voice Recording Platforms. • Supported AQM Mentor application. • Liaison between contact centers and vendor support to increase performance management and process improvement. • Provided Bulk Extractions in NICE, AQM and Qfiniti to teams. • Setup newly acquired teams and those transferring from one platform to another. • Managed Team specific Storage, Recording and Archive Rules. • Responsible for migrating teams to most current Voice Recording Solution. • Configured and Supported both Aspect TDM and Aspect UIP integrations. • Supported call center of 1500+ users. • Troubleshot internal Interaction Analytics Solution. • Made necessary system changes to Voice Recording Applications to ensure continuity of recordings. • Responsible for setting up new teams on Xmedius Fax server for electronic faxing via Microsoft Outlook. • Administrator of internal CTI Screen Pop application for CTI pops to both Astute and Wilke online applications as well as CTI development with PEGA system integration for pharma clients system. • Patch Management for recording systems. Show less



NICE User Group (NUG)

• Director At Large

  • Oct 2014 - Apr 2015

  remote • Supported and backed up Membership Chair and Communications Director. • Active participant in the Board members nomination process. • Updated and maintained the NUG Board By-Laws. • Created NUG Organizational Chart. • Spearheaded the creation of a Job Board on the NUG website. • Provided High level technical assistance to Board members for the NICE application.



Beebe Healthcare

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

• Business Analyst/Project Manager

  • Jan 2010 - Sep 2012

  Lewes, De • IS Lead for opening the Millsboro Medical Office Building (MMOB). • Technology Project Manager/Coordinator for opening of Beebe Medical Center Endoscopy Facility. • Defined project technology scope and objectives. • Worked directly with Physicians, Nurse Staff, Department VP’s, Pharmacists, Analyst, Networking, Telecomm, IS and contracted vendors. • Liaison between internal business units, technology teams and support teams. • Provided single point of contact for project status… Show more • IS Lead for opening the Millsboro Medical Office Building (MMOB). • Technology Project Manager/Coordinator for opening of Beebe Medical Center Endoscopy Facility. • Defined project technology scope and objectives. • Worked directly with Physicians, Nurse Staff, Department VP’s, Pharmacists, Analyst, Networking, Telecomm, IS and contracted vendors. • Liaison between internal business units, technology teams and support teams. • Provided single point of contact for project status and coordination. • Created and maintained via Microsoft Excel and Project, project schedules, estimated time requirements, personnel management and achieved milestones.

• Lead Technician Tier 2 Support

  • Jan 2010 - Sep 2012

  Lewes De. • Facilitated the design installations, upgrade, maintenance schedules, and troubleshooting of CAT 5 and CAT 6 data networks, phone systems and related phone switches from TDM phone switches to Digital. • Responsible for the relocation of sensitive telecommunications equipment. • Collaborated the IS and Telecomm efforts for a success partnership between Nanticoke Cancer Services and Beebe Medical Center’s Tunnell Cancer Center which included the creation of Citrix sessions that allows… Show more • Facilitated the design installations, upgrade, maintenance schedules, and troubleshooting of CAT 5 and CAT 6 data networks, phone systems and related phone switches from TDM phone switches to Digital. • Responsible for the relocation of sensitive telecommunications equipment. • Collaborated the IS and Telecomm efforts for a success partnership between Nanticoke Cancer Services and Beebe Medical Center’s Tunnell Cancer Center which included the creation of Citrix sessions that allows staff to view same applications whether at Nanticoke or BBMC. • Installation of Citrix Solution to provide EMR to Physicians on Apple and Microsoft Platforms. • Wrote, edited and maintained technical documentation, including instructional materials, training documents, specifications, processes, standards, forms, workflows, quick reference cards, in print and online. • Responsible for both Day Shift and Night Shift Helpdesk Staff as well as the PC Technicians. • Developed Training and Education opportunities for the IS Staff. • Managed crisis systems situations. • Preceptor to newly hired Information System Technicians and Help Desk Staff. • Reported directly to Director of Information Systems Dept. • Provided critical analysis of processes and provided suggestions for process improvement. • Supervised and delegated all projects that involved IS Technicians. • Researched and evaluated new systems, applications and technologies. • Ensured that all software enterprise license agreements were current and that laws pertaining to their use were followed. • Lead Tech for Radiology Department System Upgrade. • Migrated users in the Tunnel Cancer Center to new Varian Platform. • Directly involved with the migration of users to the newest McKesson Practice Plus Platform. • Migrated Christiana Care’s Cardiology group to BBMC.

• EMR Specialist

  • Jan 2010 - Sep 2012

  Lewes, Delaware • Technology Project Manager/Coordinator for Go-Live of McKesson Horizon Ambulatory Care Application. • Responsible for the installation of BBMC’s standard for Electronic Medical Records (EMR) for over 80% of BBMC Business Associates to ensure that they can access BBMC’s Provider Portal while guaranteeing a secure environment. • Trained Physicians and Office Administrators on the proper methods to access EMR through Secured Remote Access (SRA) via Entrust Id’s. • Troubleshoot BBMC… Show more • Technology Project Manager/Coordinator for Go-Live of McKesson Horizon Ambulatory Care Application. • Responsible for the installation of BBMC’s standard for Electronic Medical Records (EMR) for over 80% of BBMC Business Associates to ensure that they can access BBMC’s Provider Portal while guaranteeing a secure environment. • Trained Physicians and Office Administrators on the proper methods to access EMR through Secured Remote Access (SRA) via Entrust Id’s. • Troubleshoot BBMC Business Associates systems to guarantee the proper installation of EMR and SRA. • Developed and Implemented a requirement document that ensured the proper installation of the SRA and EMR applications at all BBMC Business Associates practices. • Supported EMR applications such as Horizon Cardiology and Phillips I-Site Client. • Resolved technical difficulties experienced by the EMR Analyst caused by the EMR application.

• PC Network Tech

  • Jan 2010 - Sep 2012

  lewes, De • Responsible for imaging and configuring new HP PC’s, laptops and printers for end users. • Field technician responsible for the resolution of Work Orders pertaining to all BBMC Physicians remote offices, Labs, Wellness Centers and Walk-in Centers. • On site support for BBMC Patient Care Services including but not limited to the Hospitalist, ED, Women’s Health, Facilities, Engineering, and Home Health. • Provided maintenance for Zebra Printers and Fujitsu Scanners. • Utilized Hyena… Show more • Responsible for imaging and configuring new HP PC’s, laptops and printers for end users. • Field technician responsible for the resolution of Work Orders pertaining to all BBMC Physicians remote offices, Labs, Wellness Centers and Walk-in Centers. • On site support for BBMC Patient Care Services including but not limited to the Hospitalist, ED, Women’s Health, Facilities, Engineering, and Home Health. • Provided maintenance for Zebra Printers and Fujitsu Scanners. • Utilized Hyena to manage domain users Active Directory accounts. • Built, deployed and maintain Artromick TX-10 medical carts. • Imaged both WYSE Terminals and Pc’s to be used for Medical Carts. • Imaged, deployed and maintained Physicians Panasonic Tough books. • Built and deployed systems that are part of the Virtualization project, which will be managed by VMWare. • Utilized Psiber Pinger Plus to verify Mac addresses and IP addresses and to verify network connectivity. • Utilized Flute MicroMapper Pro tone generation to quickly trace, identify and verify the integrity of network patch cables.



ATSG (MTM Technologies)

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• System Engineer

  • Jul 2009 - Dec 2009

  Beebe Medical Center Lewes De • Performed virus scans and cleaned Pharmacy Accudose Systems. • Slaved drives to scan, detect and clean any viruses that were present on end users PC’s. • Removed and upgraded Memory and Hard Drives on computer systems to bring them up to BBMC standards. • Installed and configured McAfee software and ensured that the BBMC EPO Engine was properly communicating with each machine and enforcing policies. • Responsible for reimaging virus infected computer systems and installing base… Show more • Performed virus scans and cleaned Pharmacy Accudose Systems. • Slaved drives to scan, detect and clean any viruses that were present on end users PC’s. • Removed and upgraded Memory and Hard Drives on computer systems to bring them up to BBMC standards. • Installed and configured McAfee software and ensured that the BBMC EPO Engine was properly communicating with each machine and enforcing policies. • Responsible for reimaging virus infected computer systems and installing base applications with the use of Numara Deploy agent. • Installed specific Medical Applications per specifications from Analysts and Vendors. • Setup individual and departmental Printers and scanners. • Utilized Cisco Works to discover and repair rogue systems that were not updating MacAfee DAT files properly. • Responsible for restoring connectivity to 95 end users at the Tunnel Cancer Center. Show less



ATSG (MTM Technologies)

• United States
• IT Services and IT Consulting
• 200 - 300 Employee

• System Engineer

  • Jun 1998 - Dec 2008

  American Express Newark De. •Setup and maintained Lenovo/IBM laptops and Compaq servers. •Configured Microsoft Core components including TCP/IP, DNS, WINS and DHCP. •Novell Server and Client administration for Login Scripts and User Administration. •Imaged systems via Ghost and Picture Taker and worked with Amex Technologies to establish a Master Global Image for all new workstations. •Responsible for the coordination and facilitating of technical infrastructure move from Wilmington to Newark… Show more •Setup and maintained Lenovo/IBM laptops and Compaq servers. •Configured Microsoft Core components including TCP/IP, DNS, WINS and DHCP. •Novell Server and Client administration for Login Scripts and User Administration. •Imaged systems via Ghost and Picture Taker and worked with Amex Technologies to establish a Master Global Image for all new workstations. •Responsible for the coordination and facilitating of technical infrastructure move from Wilmington to Newark campus. •Migrated users from TokenRing Network to Ethernet Network. •Implemented a reliable backup, restore and disaster recovery plan using ArcServe6 and Arcserve 2000. •Installed Windows 2000 server and migrated users and data from Novell Server to Windows 2000 Server. •Created detailed server specs for five SQL Servers to ensure compliance with Microsoft recommendations and ensured the servers operated at maximum efficiency for the end users. •Liaison between IBM Technologies and American Express to guarantee that upon server failure, all systems and end users were seamlessly migrated to a Virtual Server farm with minimum downtime. •Installed Cisco Catalyst 5000 Router and ION Networks AT&T network monitoring modem. •Increased bandwidth from 10mbs to 100mbs and monitored bandwidth utilization via NetQos and OpNet. •Assisted SQL Database Administrator in resolving and establishing users’ connectivity with SQL and Brio Databases. •Migrated users to VPN remote access and migrated users from Soft Tokens to Hard Tokens. •Troubleshot any issues with remote connectivity to American Express Servers, Databases, Mainframes, SQL Servers and LAN’s. •Implemented a proactive virus protection scheme, which included automated updates from the American Express FTP Virus Protection Site. •Established methodologies by which all Microsoft Patches and Updates are pushed from the Software Management Server and reported the status to the Patch Management Team. Show less



Siemens

• Germany
• Automation Machinery Manufacturing
• 700 & Above Employee

• Programmer Analyst

  • Jun 1994 - Jun 1998

  Malvern, Pennsylvania • Reformatted and Installed various software on PC’s to make them SMS compliant. • Worked with other department personnel to implement necessary PC workstation changes per company/ network direction. • Provided Education to all End Users for both hardware and software. • Modified Oncall laptops to allow users to properly dial into SMS LAN via Procomm. • Troubleshoot application, LAN, PC and peripheral equipment problems. • Upgraded and installed network drivers, video drivers and… Show more • Reformatted and Installed various software on PC’s to make them SMS compliant. • Worked with other department personnel to implement necessary PC workstation changes per company/ network direction. • Provided Education to all End Users for both hardware and software. • Modified Oncall laptops to allow users to properly dial into SMS LAN via Procomm. • Troubleshoot application, LAN, PC and peripheral equipment problems. • Upgraded and installed network drivers, video drivers and memory. • Twenty-Four Hour Oncall support for all Patient Accounting Abends. • Evaluated and rectified Contract Management programming bugs. • Team Leader for Patient Accounting’s After Hours Education Team Show less