Technical Lead▪ Provide escalation point to facilitate timely and thorough service ticket resolution▪ Oversee closure of other technician tickets both in process and accuracy▪ Management of client infrastructure/technical projects and strategic process initiativesManagement of Technicians▪ Approve and close out tickets with expert and personal oversight▪ Schedule tasks for technicians and keep work in scopeProcess and Operations Management▪ Develop and implement process improvements that drive greater efficiency for Nexus Tech and our clients

- Manage large-scale infrastructure for strategic hardware/software projects. Successfully completed over 60 such projects.- Travel to client sites to perform proactive network support services.- Manage client LAN/WAN, virtual environments, storage, backup and security technologies.- Analyze client LAN and WAN infrastructure to identify technology life-cycle anomalies, issues, faults, and inferior configurations.- Work with client stakeholders on best-use and configuration of LAN and WAN infrastructure.- Attend client technology steering meetings in presenting business technology concepts, options and solutions.- Create and maintain technical documentation library for client system configurations.- Work cross-functionally with other internal teams to deliver comprehensive IT solutions.- Troubleshoot and repair local and wide area network technology, including operating systems, hardware, and application software.- Establish best practices through the entire technical support process.- Responsible for vendor management, procurement, and allocation of IT hardware.- Manage security compliance management and enforcement (HIPAA, PCI, NIST).

• Planned and executed implementation of new SAN architecture: Decreased latency on a per-host basis by 92%.• Planned and executed implementation of new core switching architecture: Average packet latency at switch core decreased by 75%• Instituted monthly patch maintenance routine on all servers and Windows client endpoints. Number of security vulnerabilities decreased by 70%• Developed network monitoring infrastructure: problems with the company’s network are now diagnosed much more quickly• Expanded VMware virtual server infrastructure by 11% and upgraded virtual server hardware accordingly • Oversaw the planning and implementation of a system to decrease cycle time between EMR hotfixes and patches, resulting in a much better user experience for clinicians• Overhauled policies and procedures for the IT department to ensure best practices in HIPAA compliance, documentation, and employee efficiency

- Manage project to take our company paperless: Deployment of and training on Laptops, Tablets (Lenovo and Apple), Mobile Broadband Cards, Mobile Printers.- IT Administration of McKesson's Horizon Homecare EMR.- Administration of RightFax fax to email solution.- Backup Administration using Acronis and eSilo software.

Jack-of-all-IT-trades. Support for clients in the areas of Networking, Servers, Firewalls, Workstations, POS systems, VoIP, and more.

Computer repair. Customer satisfaction. Troubleshoot client issues via phone. Handle work-flow and client paperwork. Improve back-end processes to ensure smooth interactions with clients and store service centers.

University of Michigan's College of Engineering tech support group. Computer lab equipment troubleshooting and repair. Support students using the labs by answering phone calls and using remote monitoring software.