Experience

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  NTT DATA Services

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

  • Senior IT Analyst, Telecom Services for MedStar Health

    • May 2020 - Jun 2023

    Promoted to Senior Analyst to direct a new technical team of 4 analysts responsible for supporting 51,000 voice and IT video endpoints across 10 hospitals and over 300 Ambulatory and Primary Care locations with mobility, paging, telephone expense, and carrier management. Assisted Associate Director with incident, change, and problem management for the entire IT Unified Communications team including initiating and running Major Incident Management (MIM), creating reports, managing on-call rotation schedules, and subject matter expert for the change management process. •Assisted manager and team in meeting Service Level Agreements on over 21,000 Incidents and Requests every year, also making sure tickets had detailed and accurate information so that other global teams and end users were able to understand the information.•Performed Incident Management duties and triaged high priority tickets needing immediate attention via ServiceNow system including keeping executive leadership updated.•Coordinated tech bridges for major Telecom/IT issues and assisted on other tower’s tech bridges to help bring resolution.•Managed Enterprise wireless mobile devices via MDM AirWatch and Intune portals.•Worked with Telecom and Network vendors on support, optimization, and repair during outages and to schedule new installs/upgrades.•Managed relationships with multiple IT vendors by making sure that the vendors were adhering to contract terms, entering quotes for Purchase Orders, and communicating with vendor leadership.•As team Subject Matter Expert for Change Management, reviewed and peer approved Telecom changes prior to Change Management meetings to facilitate the approvals process.•Attended weekly Problem Management and Change Management meetings with all other account teams and assisted with editing and implementing changes.•Worked with desktop support teams to make sure users had active jacks for phones and PCs during last minute needs such as during COVID triage tents.

  • Associate IT Advisor, Telecom Services for MedStar Health

    • Nov 2010 - May 2020

    Supported and delivered voice technologies for the enterprise specializing in cellular, mobility, telephone expense management (TEM), paging services, carrier relations, circuit procurement and maintenance. Provisioned and maintained various IT operating platforms and services including Spok Paging, Spok Intellidesk Console, Vocera, and Cisco WebEx.•Configured, migrated, and implemented new mobile devices with users on arrival from vendors.•Configured users’ Active Directory profiles to allow them to set up mobile devices and be granted correct access levels.•Assisted mobile device users with O365 email and other needed job-required applications on device.•Helped to make sure mobile device users and clinical mobile devices had access to on-site access points and internal network while on locations.•Provided remote support for users with wireless device issues such as remote unlocks and device resets/restarts.•Assisted software team with voicemail PIN resets on Siemens desk phones.•Supported over 1200 users with Cisco WebEx Meetings from initial set up to training on using modules such as WebEx Trainings, Events and Meeting Center.•Assisted customer through the process of ordering Telecom and Network equipment and services via customer PeopleSoft/ERP procurement system.•Developed PowerPoint training and documentation manuals for users.•Helped Telecom manager with scheduling to make sure hospitals had tech coverage during PTO/sick/holiday periods.•Worked with multiple Project Managers on ongoing enterprise-wide projects.•Responsible for scheduling cabling installs and repairs with multiple cabling vendors throughout the enterprise.

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  Dell Perot System

  • Baltimore, Maryland, United States

  • Help Desk Analyst – Lead Agent for MedStar Health

    • Jul 2008 - Nov 2010
    • Baltimore, Maryland, United States

    Part of small team for one of the largest healthcare customer accounts to provide IT Help Desk assistance for 32,000 staff members with answering questions, analyzing and fixing problems with their computers, telephones, internal applications and peripheral equipment. Quickly promoted to lead ana...

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  Northwest Airlines

  • Hanover, Maryland, United States

  • Reservations/Customer Service/Trainer

    • Feb 1996 - Apr 2008
    • Hanover, Maryland, United States

    • Helped to develop updates to ResNet, PARS, and Worldspan application software.• Helped to develop new and recurrent training programs for employees.• Trained employees on computer application updates, new procedures, and other changing technologies.• Assisted supervisors with elevated customer ...