Overview: Establishment and maintenance of HIPAA-Compliant Windows server running Titanium Schedule in an active clinical environment. End to End enterprise systems management of MacOS and Windows PC computers, both remote and on-site.• Installation and maintenance of Server 2012 R2 through 2022 • Security checkups and updates on Server including Security scans, event log scans, security updates• Creation and ongoing updates of IIS site for patient logins and registrations• Established and amended HIPAA compliance documents to ensure ongoing compliance• Installation, configuration, backups, troubleshooting, and update management of both Macs and Windows PCs including consistent updates pushed via BigFix • Troubleshooting of network, software, and hardware issues• Detailed communicator, problem solver, and dynamic worker determined to find the best solution for technical issues

• Overview: High tier technical support, maintenance of network and server infrastructure, training clients, troubleshooting code issues, and software development.• Technical support and training for Ziiva enterprise software for clients• PC maintenance and troubleshooting of server hardware and software • Generating and customizing T-SQL queries that drive complex reports for clients• Coding and troubleshooting Ziiva enterprise software • Redesign and theming of client-specific websites

• Primary duties encompass a variety of tasks related to mitigating security risks and vulnerabilities at the Department of Veterans Affairs in Roanoke, VA• Maintaining, analyzing, and troubleshooting software on all computers and peripherals, as well as maintaining and resolving all tickets related to these efforts.• Identifying IT related deficiencies based on submitted reports or other IT assessment tests and remediating them promptly with on-site tools such as Microsoft SCCM.• Providing technical assistance to a variety of users with varying experience levels both remotely and on-site.• Performing tests on, and imaging of, new or returned computer hardware.• Responsible for the creation or maintenance of Weekly and Monthly activity reports, patch implementation reports, ticket resolution reports, and gap analysis.

• Assisted customers through phone calls and remote sessions with using the Qualtrax enterprise software package, educating them on the software as well as providing solutions to complex enterprise-level needs in a versatile and flexible software environment.• Reported issues and enhancement recommendations found through internal testing and by customers directly to the development team through bug-tracking software, and brought key customer issues to development's attention as needed.• Improved, enhanced, and maintained key team metrics for the support team to reflect overall support team goals to management• Wrote custom SQL procedures and functions to automatically pull key data from certain databases when necessary• Worked with support team on generating retrospective talking points and other recommendations for continuous improvements for team efficiency.• As a part of continuous improvement, added to and helped streamline the online knowledge base for the product, to consistently allow customers to seek and find answers on their own. • Streamlined and recommended improvements for the work-at-home program, including recommending new software for receiving support phone calls and support sessions at home.

• Managed, delegated, and coordinated internal VirPack Support team to assign projects, delegate duties, and maintain smooth functioning of the support team.• Over five years' experience supporting, deploying, and upgrading .NET and C# web applications as well as working closely with the developers and training technical support team in software functions.• SQL Server management including creating backup scripts, custom design of SQL queries for advanced configuration of software, stored procedure alterations, and ongoing server maintenance. • Over seven years proven experience managing and executing network administration tasks for two offices, including troubleshooting all issues with desktop machines, Windows Servers, Backups, Domain Administration, Network Management including router maintenance.• Kept all hardware up to date, including identifying needed purchases and submitting requisitions as needed.• Supported other departments through the installation and configuration of software demo servers, test servers, and internal needs.• Assisted in creation and maintenance of servers in the hosted data center for customers, such as performing initial setup of all software• Assisted customers with any and all questions, information, and changes to the software. Troubleshooting problematic issues occurred via phone or remote sessions, assisting with new configuration changes in the web applications, ongoing software maintenance, and any other customer needs.• Actively supported Development and Sales team by documenting and communicating feature/functionality requests and feedback from customers and placing them in the feature requests system.• Created extensive technical documentation on advanced VirPack feature setup, configuration, and other specialized areas of the system.• Created and maintained all Installshield installers for VirPack software packages, both for web applications and desktop installers.