Experience

Phelps Hospital

• United States
• Hospitals and Health Care
• 500 - 600 Employee

• Laboratory Information Systems Analyst - Infrastructure Services and Management Representative

  • Jan 2019 - Present

  Plan, conduct and coordinate programming application for the Core Laboratories. Work with system users in the investigation and evaluation of new proposals and system requirements. Prepare job control language and test the implementation for conformance to the design specifications. Develop and execute unit test programs to ensure correctness of implementation. Prepare work plans for assignments and report progress of plans to Project Leader. Design and develop user and operational documentation. Test, Deploy and Manage rollout of Sysmex WAM Analyzer Interface in Lab Information System - Meditech. Test, Deploy and Manage rollout of Ortho Vision Analyzer Interface in Lab Information System - Meditech. Test, Deploy and Manage rollout of Gem Web Plus Analyzer Interface in Lab Information System - Meditech. Test, Deploy and Manage rollout of Arkray UA Analyzer Interface in Lab Information System – Meditech. Build Lab Tests in LIS System according to Lab Test Specification; Test and Validate Test Results. Identify and respond to opportunities for improved productivity, operational inefficiencies, department information requirements, and reduction in Lab IT cost. Conduct rounding visits to Lab Supervisors, Pathologist and Techs, with a goal of ensuring 100% customer satisfaction. Plan, conduct and coordinate programming Meditech Lab application for Phelps 6 Core Laboratories. Monitor incidents reported by Lab system users via Service Manager to increase Lab Tech’s productivity. Develop and execute Lab test programs to ensure correctness of Analyzer implementation. Show less



Montefiore Information Technology

• United States
• IT Services and IT Consulting
• 400 - 500 Employee

• IT Customer Quality Assurance Specialist

  • Jun 2017 - Oct 2018

  Serve as Quaility liason between Montefiore IT’s support teams and clients to ensure high quality customer service.Conduct customer visits, “Rounding with a Purpose” with a goal of ensuring 100% customer satisfaction.Use knowledge gained from customer site visits to provide feedback to operations where impact can be made.Monitor incidents reported by customers via Service Manager to remain knowledgeable about the customer’s activities. Reach out to customers with full awareness of the activity to ensure customer’s needs are fully met.Report back to Management if customer’s dissatisfaction exists or is anticipated or if trends are demonstrated through reports. Follow-up on aging issues and seek solutions from product teams.Provide periodic reports that are weekly / monthly / quarterly to Technology Services and customers to show satisfaction metrics.Educate customers on how to request services and report issues.Liaise with support groups within Montefiore IT and participate in quality review of deployment projects when appropriate. Represent customer’s needs and concerns via a report to the operations team.Gather and review historical information on customer issues prior to meetings with customers.Compile information and develop trend analysis for IT issues to provide information to Montefiore IT leaders.Accurately log all support activities and acknowledge, troubleshoot and resolve all requests in a timely manner; escalate and follow through when necessary.Provide end user support by performing installation, repair and preventative maintenance of user computers and related hardware/software within established standards and guidelines.Compile information and develop trend analysis for IT issues to provide information to Montefiore IT leaders.Create Knowledge Base Articles to benefit End User staff and IT Teams.Train and educate both new and existing users through induction and continuous education.White Glove BYOD Executive Support Show less

• IT Customer Quality Assurance Specialist

  • Jun 2016 - Jun 2017

  Serve as Quaility liason between Montefiore IT’s support teams and clients to ensure high quality customer service.Conduct customer visits, “Rounding with a Purpose” with a goal of ensuring 100% customer satisfaction.Use knowledge gained from customer site visits to provide feedback to operations where impact can be made.Monitor incidents reported by customers via Service Manager to remain knowledgeable about the customer’s activities. Reach out to customers with full awareness of the activity to ensure customer’s needs are fully met.Report back to Management if customer’s dissatisfaction exists or is anticipated or if trends are demonstrated through reports. Follow-up on aging issues and seek solutions from product teams.Provide periodic reports that are weekly / monthly / quarterly to Technology Services and customers to show satisfaction metrics.Educate customers on how to request services and report issues.Liaise with support groups within Montefiore IT and participate in quality review of deployment projects when appropriate. Represent customer’s needs and concerns via a report to the operations team.Gather and review historical information on customer issues prior to meetings with customers.Compile information and develop trend analysis for IT issues to provide information to Montefiore IT leaders. Show less

• IT Support Specialist - Service Desk Analyst

  • Nov 2014 - Jun 2016

  Provide service desk support services, including software installation, & maintenance of HP desktops and HP laptops. Install and push Software Packages to new laptops and desktops using Active Directory and SCCMSupport End Users on Windows 7, Windows XP and Citrix Platforms due to 3rd Party Clinical Applications.Resolve End User IT Support issues using superior customer service and communication skills.Troubleshoot Support issues for Montefiore Executives, Doctors, Nurses and Administrative Users using Dameware Remote Support Tool and Windows SCCM ToolsDeliver high customer satisfaction and follow-up on business critical issues. Managing systems in Active Directory Organization Units and Password Changes and ResetsTroubleshooting Microsoft Office Suite of applications.Application Support of C-EMR, Carecast, Eagle Mainframe, TREKS and other Hospital Clinical Applications Show less



Gravitas

• France
• IT Services and IT Consulting
• 1 - 100 Employee

• Support Engineer

  • Sep 2014 - Nov 2014

  Provide IT support of Gravitas Client's (Hedge Funds Investments and Capital Markets trading area. Support trade room workstation hardware, operating systems, and desktop applications. Monitors Incident ticket queues using ConnectWise Troubleshoots hardware and software Issues both remotely and on site with Customers Updates and completes incident tickets appropriately Monitors service ticket queues and routes priority service tickets accordingly Reviews completed service tickets for completeness and accuracy Follows desktop technology best practices and procedures Performs PC and mobile hardware and software installations Performs PC technical refresh processes Conducts on-boarding or migration orientation sessions Equipment setup and training Supports data retention practices Provide asset management for all desktop equipment deployed in the office including the trading floor. Receive, stock, deploy, return, and retire equipment. Resolve End User IT Support issues using superior customer service. . Show less



EmblemHealth

• United States
• Insurance
• 700 & Above Employee

• Desktop Support Analyst

  • Aug 2013 - Jun 2014

  Provide service desk and deskside support services, imaging, software installation, maintenance and repairs of Dell desktops and Dell laptops. Install Win7 Base Image and push Software packages to new laptops and desktops via ITCM. Coordinate the Installation, Move, Add, Change and Disposal of Emblem Health employee’s IT Assets. Create and maintain documentation as it relates to desktop configuration, processes, and service records. Support End Users that still require Windows XP due to 3rd Party Applications. Process Dell Warranty and RMA detail. Resolve End User IT Support issues using superior customer service and communication skills. Troubleshoot Support issues for remote Users using ITCM Remote and Office Communicator. Deliver high customer satisfaction and follow-up on business critical issues. Active Directory Password Resets Show less



KFORCE / FIDELIS CARE NEW YORK

• Rego Park, NY

• Desktop Support Analyst

  • Jun 2013 - Aug 2013

  Provide service desk and desktop support services, software installation, maintenance and repairs of desktops and laptops. Coordinate the Setup, Moves and Adds of Wyse Terminals for Fidelis Care employees. Install Citrix ICA Client and push required apps to End Users. Coordinate Win XP Enterprise migrations to Windows 7 on Notebooks (Lenovo, Dell). Process and record Warranty and RMA detail for Lenovo, Dell and Canon Scanners. Resolve End User issues using superior customer service and communication skills. Setup Verizon Wireless Blackberry for Executive, Sales and Marketing staff. Setup Verizon Wireless AirCards for Remote Secure Wireless connectivity. Troubleshoot wireless Connectivity issues for remote staff. Deliver high customer satisfaction and follow-up on business critical issues. Manage Foot Prints Ticket updating and call closure documentation for required SLA reporting. Show less



FIELD SOLUTIONS INC

• New York, NY

• Desktop Support Technician

  • Dec 2012 - May 2013

  Provided range of consulting, wireless and network support, wifi security, application support and systems integration services for various consumer and small to midsize business client companies. Provide on-site tech support to include installation, maintenance and repairs of desk tops, laptops, and peripherals. Instruct customers in the operation and maintenance of their IT equipment as needed. Maintain open lines of communication with assigned Service Coordinator and meet defined Service Level Agreements. Maintain and Track warranty detail, process RMA and insure return of all replacement computer parts. Show less



COMPUTER POINT/BNP PARIBAS

• New York, New York

• Desktop Support Analyst

  • Sep 2012 - Nov 2012

  Provide service desk and desktop support services, software installation, maintenance and repairs of desktops and laptops. Coordinate the Moves and Adds of Bloomberg Smart Terminals to BNP Paribas Network for integration. Coordinate Win XP Enterprise migrations to windows 7 on Notebooks (HP, Dell). Responsible for setting up Notebooks & PC applications via SCCM 2007 for BNP Paribas Traders and BNP Paribas Executive staff. Resolve End User issues using superior customer service and communication skills. Proven experience in delivering customer solutions & support services in a program management capacity. Deliver high customer satisfaction and follow-up on business critical issues. Provide ITSM Ticket updating and call closure documentation for required SLA reporting. Supervise Notebook and PC Decommission Project. Show less



Unisys Microsoft

• 1290 Ave of the Americas, NY NY 10104

• HelpDesk / Sr Desktop Support / Hardware Support Tech

  • Aug 2010 - Aug 2012

  Incumbent installs MSFT Windows 7 Enterprise images on staff notebooks and desktops. Supporting HP, Lenovo, Toshiba & Dell notebooks (HST), Support of Microsoft Bitlocker, Direct Access, Microsoft VPN, Microsoft Office 2007 & 2010 Enterprise Suites, Maintain support logs via Helpdesk CRM, Maintain 24-48 hr turnaround SLA on software issues and 4-7 day turn around on Hardware replacement. Incumbent installs MSFT Windows 7 Enterprise images on staff notebooks and desktops. Supporting HP, Lenovo, Toshiba & Dell notebooks (HST), Support of Microsoft Bitlocker, Direct Access, Microsoft VPN, Microsoft Office 2007 & 2010 Enterprise Suites, Maintain support logs via Helpdesk CRM, Maintain 24-48 hr turnaround SLA on software issues and 4-7 day turn around on Hardware replacement.



Wireless Broadband IT Consulting

• IT Consultant

  • Sep 2009 - Jul 2010

  CompTIA A+ and Network+ Certified MCITP: Enterprise Desktop Administrator 7 I provide Small Business IT Support Windows Server 2003/2008 Support PC Networking, PC Troubleshooting, and PC Protection: - Windows Network Management, DSL and Cable Internet Firewall Router Setup - Wireless Network Setup and Security - Remote Access - Email Help: Outlook Issues - All Windows Computer & Networking Issues Resolved Virus and Malware Removal and Prevention: - Remove Spyware, Adware, Viruses - Windows OS Backup & Reinstall Hardware: - Install RAM upgrades, Hard Disk Drive upgrades, Support for common PC problems - Install & configure printers, scanners PC and Laptop Deployment & Support (XP/Vista) Show less



Concordia University

• Canada
• Higher Education
• 700 & Above Employee

• Banner Program Manager

  • Aug 2008 - Aug 2009

  Ensure Banner system is available with a target of less than .001% unscheduled downtime. Monitor and maintain data security by restricting access to unauthorized personnel. Ensure data integrity through controls such as validation and rules tables. Monitor inserted data for adherence to campus data standards. Oversee training programs for 750 system users to ensure effective use of available components. Analyze and document campus data requirements. Identify and propose cost-effective solutions to meet documented requirements. Procure and participate in the implementation of new modules and 3rd party products, ensuring all documented requirements are met. Incumbent performs upgrades, patch maintenance and integration with vendor software on OAS10gR2 running on a NT platform. Responsible for application review and update meetings to ensure that IT processes met changing university departmental unit requirements and conditions. Show less



Informa Healthcare

• Sr. Product Technical Support Analyst

  • Apr 2004 - Jul 2008

  Managed the installation of the Pharmaprojects Db for Informa Healthcare clients. Technical Pre-sales: Assisted Business Development in selling Pharmaprojects Db by setting up weekly trials with clients via remote access Webex software. Post sales support and troubleshooting of Informa Healthcare products. Provide technical support to internal staff. Backups of files on file & mail server. Creating and management of 75 users and groups in a MS Active Directory and Exchange 2003 environment Responsible for support of Dell Laptops for the US Sales Team, ordering and deploying a Blackberry solution, setting up high speed wireless connectivity for Account Managers to have Virtual Office. Report issues and status of resolutions using Remedy CRM, logged client issues in CRM and required to deliver monthly MIS reports to UK management. Show less



Wireless Harlem

• Wireless Advocate

  • 2005 - 2007



LAN Doctors

• Sales Manager

  • Mar 2003 - Mar 2004

  Managed 4 Account Managers and reported funnel activity, prospecting activity and closed business activity to sales management. Responsible for managing B2B sales of technology services to S.M.B. accounts. Established strategic partnership agreements with Agents i.e. web developers, ISP's, empowerment zones, cabling companies and Telco providers. Wrote business proposals, forecasted and generated revenue through cold calling, inside and outside sales; Developed and maintained customer and supplier relationships; managed purchases and orders; provided quotations/order entry Researched and resolved customer complaints and issues. Show less



YPS

• Project Consultant

  • Sep 2001 - Mar 2003

  Responsible for maintaining relationships with and assisting technology vendors with coordinating IT renovations at the law firm of Chadbourne Park. Responsible for managing service requests and completion information thoroughly and accurately for same or next day servicing Maintained record-keeping and performing routine monitoring functions as per the IT renovation. Responsible for maintaining relationships with and assisting technology vendors with coordinating IT renovations at the law firm of Chadbourne Park. Responsible for managing service requests and completion information thoroughly and accurately for same or next day servicing Maintained record-keeping and performing routine monitoring functions as per the IT renovation.



GLOBIX Corporation

• Senior Technology Analyst

  • Apr 2001 - Sep 2001

  Sold dedicated access (DSL, T1, and T3) lines to Fortune 1000 Companies Resold Globix' network backbone to Tier 2 ISPs. Aggressively established strategic partnership agreements with Agents i.e. web developers, ISP's, empowerment zones, realty companies and international companies. Wrote proposals, responded to RFPs, forecasting and generating 30% above board revenue through cold calling and consultative relationship selling. Sold dedicated access (DSL, T1, and T3) lines to Fortune 1000 Companies Resold Globix' network backbone to Tier 2 ISPs. Aggressively established strategic partnership agreements with Agents i.e. web developers, ISP's, empowerment zones, realty companies and international companies. Wrote proposals, responded to RFPs, forecasting and generating 30% above board revenue through cold calling and consultative relationship selling.



Ebony Gem Entertainment

• CEO

  • 1994 - 2001

• CEO

  • 1993 - 2001



Aptegra Solutions Private Limited

• IT Services and IT Consulting
• 1 - 100 Employee

• Sr Account Manager

  • 2000 - 2000



Advanced Communications Sciences

• Sr Account Manager

  • 1999 - 2000