Assistant Regional Manager/Field Service Tech

• Mar 2016 - Present

Desktop Engineer & Salesforce Administrator

• 2005 - Jan 2016

I manage the Salesforce Application as its used for processing the work flow of the Information Service department, in its effort to support the hospital functions. Also work on the Service Desk and fix PCs and those who use PCs.

Desktop Engineer/Salesforce Administrator

• 2005 - Jan 2016

Salesforce AdministratorResponsible for administering and maintaining the Cook Children’s Salesforce cloud application.• Team member instrumental in planning, designing and implementing a Salesforce Instance managing the workflow of the Information Service Department.• Created & integrated Role Hierarchy, Custom Profiles, Public Groups, Users & Contact Records and Permission Sets.• Created business processes in Salesforce using Workflow Rules, Case Auto assignment Rules, Email to Case and Portal to Case.• Created Custom Fields, Page Layouts, Record Types, Custom reports, Dashboards, Email Templates and Case Views.• Update data using Data Loader ensuring data integrity and exporting data supporting Disaster Recovery Activities.• Providing technical support and training for end user support of Salesforce.• Trouble shoots all aspects of alert and workflow process failures.Desktop Engineer & Service DeskResponsible for providing Level 1 and Level 2 on-site and phone technical support on desktop computer and printing systems (including hardware and application/systems software) in the CCHCS LAN/WAN environment.• Successfully managed fault resolution for complex PC software and hardware problems, network connectivity issues including wireless connections, and networked print servers.• Planned a memory upgrade project that extended the life of several thousand PCs.• Improved fellow employee’s skills by sharing knowledge.• Maintained a high level of customer satisfaction.• Facilitate timely resolution to all incidents received by the Service Desk.• Provide technical advice, guidance and informal training to customers using application, hardware, and software programs.• Responding to requests that are often deemed patient care issues and either fix them immediately or escalate the issue to the next level for resolution.• Support telecommuters using VPN (Cisco software and hardware), Citrix and VMware. Show less

Senior Desktop Support Analyst

• 2002 - 2005

Managed several computer upgrade projects. Provided end user support in 2 Hospitals, Zale Lipshey and Saint Paul. Performed End User Support throughout the Hospital System. I repaired a printer that resulted in over $3 Million dollars of revenue being generated, Birth Certificate Long Form printer. I helped to develop 3 inexperienced technicians and as a result are now successful PC Support Technicians. Managed several computer upgrade projects. Provided end user support in 2 Hospitals, Zale Lipshey and Saint Paul. Performed End User Support throughout the Hospital System. I repaired a printer that resulted in over $3 Million dollars of revenue being generated, Birth Certificate Long Form printer. I helped to develop 3 inexperienced technicians and as a result are now successful PC Support Technicians.

Systems Engineer/Desktop Support

• 1998 - 2002

Successfully replaced over 700 computers, migrating data, installing user software and insuring user acceptance of the installation. Installed Novell netware servers. Successfully upgraded a clients entire network including changing from network HUBs to Switches, Installed Fiber Backbone between two Telecom Rooms with the associated Fiber Switch, Installed 3 Novell Netware Servers and integrated them with Storage Area Network solution (SAN). Installed a PBX Telephone System and installed all the telephones and cabling. Show less

Communications Technician

• 1991 - 1998

Planned and implemented Ethernet networks that fed real time market information to customers. Installed ISDN and 56k network equipment and solved connectivity issues with the Network Operating Center through telephone companies. Installed and serviced satellite communications equipment. Coordinated installation of new systems with customers, network operations, telephone companies, sales, cable installers, and facilities management. Repaired literally over a thousand PCs, Printers and Fax Machines restoring them to service at customer’s site and in a shop facility. Performed component level repair on over 500 Link MC5 and MC3 Computer Dumb Terminals. Organized the needed inventory to support a depot level operation including components, tools for troubleshooting and technical manuals. Show less

Maintenance Supervisor/COMSEC Custodian/COMSEC Technician/Communiation System Mechanic

• 1978 - 1991

Radio and communications equipment maintenance and repair. Troubleshoot and repair of electronic circuit boards to the component level. Duties of a Communication Security (COMSEC) Custodian, accounting, maintenance, destruction and supply functions of classified equipment and documentation. Managing the supply and maintenance function of repair facilities that supported Battalion, Division and Theater level support responsibilities. Trained and developed soldiers in all functions of their duties and responsibilities. I planned, Supervised and executed the deployment and redeployment of my unit to Desert Shield and Storm with no loss of life and no lose of equipment. I supervised 4 teams of technicians that repaired over 3000 items in support of the 18th Airborne Corp and attached units during the operation. Show less