Experience

• 

  Aledade, Inc.

  • Bethesda, Maryland, United States

  • Application Support Manager

    • Nov 2020 - Present
    • Bethesda, Maryland, United States

• 

  Vocera Communications

  • Fort Wayne, Indiana Area

  • Technical Support Manager

    • Nov 2016 - Nov 2020
    • Fort Wayne, Indiana Area

• 

  Extension Healthcare

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

  • Manager, Support Services

    • Aug 2012 - Nov 2016

    Extension Healthcare is leading the hospital market into the next generation of alarm safety by combining advanced alarm management middle-ware with a unique secure text messaging solution to enable an optimized clinical event response workflow..The Extension Healthcare support staff fully embraces the functionality that the Extension Engage platform provides. We leverage the ever-changing technology and it's possibilities as opportunities to learn how to be better at what we do. We thrive on empowering our on-site administrators and users to support our application and solutions. Our highest priority is to promptly address the concerns of our valued customers in a prompt and intelligent manner. The desired result is to always provide an immediate response, quick resolution, detailed root cause analysis, and future preventative measures for each and every issue encountered.

  • Support Analyst

    • Mar 2011 - Aug 2012

    Provide on-demand customer support for our software, EXTENSION Soultions Suite, which interfaces Electronic Medical Records and the Hospital Information System with devices carried by end users -- mainly nurses and physicians. Broad knowledge of our wide range of supported interfaces is required as well as knowledge of the many health care based solutions that we have available. At this time, I am supporting communication between EXTENSION and many types of end user devices such as Cisco IP phones (wireless & desk), Smartphones and tablets running Android and iOS, Vocera badges, and soon Ascom, Avaya, and Polycom just to name a few. I also prepare hardware and vm-based servers for shipping by installing the OS, EXTENSION (application), and the proper configuration(s) purchased by our customers. Though it is not one of my main responsibilities, I also spend some time configuring and making improvements to our Device Messaging and Health Alert configurations. Usually, this is to add new or improved features for current or future customers, or product demos and marketing materials.

• 

  University of Saint Francis

  • Help Desk Analyst

    • Aug 2008 - Mar 2011

    Diagnosed problems had by students, faculty, and staff in a user-friendly manner. Provided technical assistance over the phone, face-to-face, and with remote technologies. Assisted with user account issues, hardware & software questions and issues, distance education problems, wireless technologies, smartphone connectivity with various accounts, as well as other general technology questions. Set up and configured all end-user PCs, entire computer and technology labs, peripherals, and any other hardware and software install or removal. Maintained documentation off all computer and technology related problems to include all pertinent information.Obtained A+ Certification