I proactively support the technology needs, both onsite and off, of all employees of MDSI. I perform support, upgrade, application deployment, setup and system administration tasks necessary to assure maximum productivity of team members and execute the technology plan, as guided by the Director of Technology.

Tier 3 technical specialist troubleshooting internet connectivity issues of Time Warner Cable's High Speed Internet subscribers

Member of the team that was exclusively supporting Gentiva Health Systems onsite. Provision computer and application accounts while maintaining a role-based access control (RBAC) paradigm whenever possible. Collaborate with external auditors to conduct in-depth compliance audits, presenting results to management. Analyze and review security event logs on AS/400, UNIX/Linux servers, and Oracle databases. Maintain documented procedures and policies. Key Contributions:Team subject matter expert (SME) on UNIX/Linux platform and Healthfield applications (3rd party applications inherited during company acquisition of Healthfield, Inc.).Developed Linux Shell scripts and Perl scripts to assist in standardizing and automating the provisioning of UNIX and Linux accounts. Cross-trained staff on procedures and policies regarding UNIX/Linux platform and Healthfield applications.Enforced company policies and procedures governing corporate security, email and Internet usage, access control, and incident response.Received numerous accolades and merits for outstanding customer service from clients and coworkers.

Provided Tier 1 support to over 500 employees in a small privately-owned company specializing in robotic pharmaceuticals and automation. Received incoming phone calls and tickets of a wide range of complexity. Installed standard computer images and software and deployed computer systems in the field. Provided on-call support during after-hours and weekends for emergency support issues.

Provided remote Tier 2 support for H&R Block corporate and franchise tax offices. Managed incoming ticket queue and contacted field offices on issues that could not be resolved by Tier 1 support such as failed software updates, new office setup, printer support, etc.Key Contributions:Recognized for high quality of performance and was kept on beyond normal termination of contract to support corporate office.

Provided Tier 1 support for employees in Sprint corporate offices, retail stores and call centers. Supported Windows 2000, HP OpenMail, Microsoft Exchange, AS/400, and numerous 3rd party applications. Supported 3rd party contractors authenticating using SecurID tokens.Key Contributions:Recognized for outstanding quality of customer service with numerous customer-support awards and personal commendation from clients.