I currently complete both technical support and supervisory duties as required. Some of my common technical support duties may include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware and installing new software on clients' machines. My supervisory duties may include determining personnel requirements, setting schedules, tasks, goals as well as expectations while insuring that those under my direction have adequate resources to complete their jobs effectively and promptly. We are a Cerner based shop and having experience working at Cerner while I lived in Kansas City is really working in my favor...

• Manage a team of 4 direct reports covering helpdesk issues from 17 Colleges in our grant• Manage projects, meet deliverables, implement SAP modules for online training sessions and documentation to executives for the 17 colleges in the IGEN government grant• Create, build and implement the NTER system using Amazon Web Services (AWS) for online class, grading and testing for displaced workers• Administer and implement disaster recovery plans, testing phases and documentation utilizing the Six Sigma processes• Evaluate cloud security technology solutions• Identify and monitor cloud service usage by the colleges• Provide Key Performance Indicator (KPI) reporting to our clients, contractors and vendors• Build SSP (Student Success Plan) platform for the successful tracking and alerting of students’ goals and growth• Travel to various colleges to meet with technical staff on the development of their curriculum systems• Implement IGEN classes and Schedules in the cloud using Amazon Web Services (AWS) for computing, monitoring and troubleshooting using LDAP and Active Directory for account creation• Implement Request Tracker for creating trouble tickets, setting the severity and tracking issues that are reported• Use SCCM to push out updates to all 17 Colleges in the consortium • Use the OSI Model to process applications, software and certificates from vendors and other colleges• Working with CIO’s to build and implement a Sharepoint site for internal use and using VPN access for outside connectivity

• Manage 6 direct reports and 5 in-direct reports on a daily basis focusing on customer support• Issue guidelines and information pertaining to delivering EPIC into clinics, hospitals and call centers using SCCM• Streamline principles and processes into an organization enhancing IT direction on a major scale from server security to help desk (tier I & II) support• Ordering equipment from various vendors, tracking shipments, updating the clients with status’ and cost comparing between vendors• Utilize the Full cycle design, build and implement experience in several major projects from building the Virtual Front Desk to our New Contact Center within the University of Washington Clinics.• Utilizing the OSI Model and HL7 at the application level to configure and transform medical records for clinics and hospitals in the network.• Succeeded an implementation of a full scale upgrade of Microsoft Office 2007 and 2010 to over 3,000 PC’s.• Train, coach and advocate Clinic Managers, Doctors and Nurse Practitioners on ECare solutions, Kiosk devices, EpicCare, Masterfiles, Cerner Millennium and printer configurations• Arrange and oversee corporate meetings with Directors, Executives and Managers alike for upcoming tasks that are key to our advancement in healthcare and education• Assign tasks to 6 subordinates in order to keep a low volume of tickets with adequate and accurate service to keep the facilities afloat utilizing SCCM to image PC’s.

• Issued direction to associates to assure proper handling server and printer builds• Generated and issued assessment test pertaining to Garmin servers and domains to maintain associates skills• Ordered and tracked servers, PC’s, printers and other devices for Garmin’s data center • Provided exceptional training and leadership to my subordinates in return generated; No outages or bottlenecks• Assigned and completed trouble tickets via KBOX ticketing system and loaded OS on Managed Servers• Provided training on SCOM, Nagios, HP System Insight Manager, vSphere for VM Tools, Gomez, Routing protocols • Trouble problems on managed servers with installation, connectivity and Monitor issues• Configured, installed, and supported Managed servers and maintained dedicated network components• Network: Troubleshooting including switch port, firewall, SCOM, Wireshark and Nagios analysis• HP Systems Insight Manager updates, installs onto servers, break-fix analysis and training of associates

• Managed and streamlined meetings with over 1000 clients from all over the world, on Cerner Millennium, PowerChart, PowerWorks and EMR’s• Utilizing the OSI Model and HL7 at the application level to configure and transform medical records for clinics and hospitals throughout the United States.• Educated co-workers on Cisco Switches and routers for over 1000 clients in creating VLAN’s and layer2 switches to DHCP servers• Provided technical support always using the ITIL principles, used Active Directory and SCCM to create end-users login names and passwords, and created NAT/Static IP addresses for over 1000 clients, from hospitals to small clinics as well as created accounts and reset passwords in Active Directory on devices from Dell, Toshiba, Apple, and HP• Monitored the firewall and granted access to various ports and IP addresses as well as created accounts from the clients’ side to Cerner and vice-versa using a VPN connection to do so• Troubleshot, supported, and configured hardware (PCI workstations, hard drives, laptops, projectors, modems, printers, etc.) and software (MS Office, Outlook, Lotus Notes, Visio, One Note, etc.) issues• Used SharePoint and remote desktop tools to find, fix and monitor client devices, print queues, and login failures as well as network performance tuning, using routers, firewalls, multiplexers, and gateways to prevent and solve problems• Ensured adherence to Service Level Agreements (SLA) and Service Level Objectives (SLO) via regular follow-up on escalated issues when appropriate. Covered Cerner Millennium, LINUX, UNIX, CCL, AIX, VMS, and HPUX for over 1000 clients

• Supervised 12 associates for management of telecom systems, mapping printers and installing drives into databases• Ordered repeaters, hubs, switches, cat5e & 7 cabling, toners, headsets, printers, toughbooks, probes and various types of telecommunications and troubleshooting equipment for field technicians• Reprimanded and terminated disgruntled employees and assisted in the hiring of 200 permanent and temporary (contract) hires in the Chicago land area • Utilized corporate resources—departments of IT, programming, toll, engineering, central office to ensure superior customer satisfaction• Trained, coached, and developed newly hired technicians contributing to the productivity and advancement of a diverse and high performance team • Used performance action program plans for the subpar workers to get them on track with performing up to and above expectations which I met a 98% success rate• Completed the testing of circuits and data equipment for companies, loop verification, cable splicing (Fiber and Copper), cable locating, installation of inside wiring and jacks for residential and corporate accounts• Configured equipment for class 5 Electronic Switching System (5ESS) implementation which performed multiplexing, analog/digital coding, to interface with the outside world