Daniel Crain Email and Phone Number

• Certified Epic Client System Administrator• Maintained the Windows Server ancillary fleet for the medical record which include Epic Interconnect, Epic Web Blob, Epic Hyperspace Web, Epic BCA Server, and Epic Welcome Web.• Supported the Epic web application servers Epic MyChart and EpicCare Link including the synchronization of customizations and modifications of XML/HTML.• Assist with the support of mobile applications including Epic Haiku/Canto, Epic MyChart Mobile, and Epic Rover.• Facilitate the administration of Active Directory for application server accounts.• Cleaned up, staged, and maintain computer objects for servers in Active Directory.• Enter and sustain presence of server fleet in monitoring tools including SolarWinds and Epic System Pulse.• Coordinate support for printers and print servers include jobs clean up, scripting driver settings, and using automation to create print queues.• Anti-virus administration including incident remediation, file exceptions, and installation/removal of agents.• Troubleshooting of Epic Interconnect messages, API setup, and security policy configuration. Including the dissemination of longs via the trace viewer.• Setup and maintain Microsoft Storage Replicas of Epic Web Blob data for the redundancy at all datacenters.• Setup DFS shares and replication groups on Windows Server for file storage/management.• Assist load balancer administrators with the setup, migration, and troubleshooting of F5 and NetScaler.• VMWare administration of snapshots, virtual machines, sysprep/creation/maintenance of VMware templates, and troubleshooting of file stores along with virtual machine recovery.• EMC Networker administration to backup and restore of all Window Servers for the Epic medical record.• Utilize Tenable for system vulnerabilities and resolution.• Project management for various integrations with the Epic medical record.

• Escalation for all helpdesk engineers for unresolved issues.• Served as a liaison for technical support to networking and server administration teams.• Used the Microsoft System Center Configuration Manager to build and implement standard workstation builds for both Windows 8.1 and Windows 10.• Distributed updates for all workstations on the corporate network and updated image builds to ease deployment.• Packaged software for enterprise deployments to the organization.• Designed and configured group policy settings for the standardization of workstations on the corporate windows domain.• Configured Microsoft Bitlocker encryption for all workstations for both the Windows 8.1 and Windows 10 workstation builds.• Standardized the setup and safe save locations within Microsoft Office products including Office 2013 and 2016.• Troubleshot with helpdesk engineers the configuration issues with Microsoft User State Migration Tools and Bitlocker.• Primary escalation point for all issues helpdesk engineers would experience with hardware drivers and other deployment issues for workstations. • Administrator of the organization’s Microsoft Office 365 email service and handled issues related to the email accounts.• Administrator of the organization Forefront Identity Manager which allowed for the automation of new user accounts based on PeopleSoft data.• Troubleshot any issues related to account provisioning in active directory, email, and Epic Hyperspace.• Designed and distributed leadership development, support services, and internal infrastructure employee surveys in Qulatrics.• Ran reports within Qualtrics to distribute to leadership to ensure goals are met for the departments. • Created and maintained Legacy Workstation(LWS) records in the Epic Hyperspace electronic medical record.• Worked with technical support staff to implement the Alertus emergency messaging system for alerting hospital staff.

* Update and maintain Windows Server 2003 and 2008 platforms.* Experience managing Active Directory with user groups and permissions.* Maintain the hardware inventory of all company laptop assets.* Development and testing of new Windows 7 Based system images to use on new company hardware solutions.* Administrative experience with integrating and managing Microsoft Office 365 cloud exchange environment.* Experience creating and customizing Windows 7 Unattend XML files for the automation of system setup for Windows 7 based images.* Worked with clients with or without the use of remote access software to troubleshoot and resolve all issues with VPN and Citrix software. * Capable of handling escalation calls that were not resolved on the first call of a user both by cold call and/or by warm transfer from a level I technician.* Personally in charge of current electronic fax solution for user mailbox account creation requests and modifications.* Responded to support calls in person as required and with remote access software such as Windows Remote Assistance to provide desk side support.* Performs executive technical support for the company's executive management staff and other departmental management members. * Serves as a reliable bridge to level III escalation groups for advanced server and/or network based outages or issues. * Experience in the removal of viruses, spyware, and malware from infected machines both manually and with the aid of software tools such as Malwarebyte’s Malware Protection.* Expertise with customization and usage of the Outlook client including clearing of hidden archive files, customization of navigation bars, and advanced error troubleshooting.* Specialization in hardware based encryption methods for mobile computing devices including manual configuration of Microsoft's Bit-Locker.* Capable of resolving both incoming issues and long term projects in a timely manner.

• Serve as the primary technical contact for the client Century Fire Protection which consists of a dozen windows based servers and over 100 users.• Serve as part of the IT support staff for A.D.A.M., Inc. whose environment consists of over 100 servers and 200 users.• Consistently run windows and software updates on servers for all clients after hours.• Track all open issues from clients within the Connectwise and SupportSuite ticketing systems.• Escalate issues as necessary to senior level engineers to ensure timely solutions to advanced server issues.• Setup machines from software images using Symantec Ghost for users that contain all software requirements based on the position given by management.• Update, add, and disable user accounts in the client’s Active Directory and Microsoft Exchange Servers.• Based on client input determine the underlying cause of all issues the user may be facing whether hardware, software, or misunderstanding issues.• Configure and maintain backups using Carbonite or 3X Backup software on both server and workstation environments.• Configure Microsoft Outlook to communicate with Microsoft Exchange servers and terminal services shortcuts for users to access network resources remotely from the site.• Maintain, modify, and restore files from tape backups using the Symantec Backup Exec software.

• Served as the primary information technology specialist at Blade Uniform with 40 users.• Worked closely with upper management on technological solutions to meet the company’s desire to enter the e-commerce market.• Provided tools such as the ShopCart shopping cart software for a customized e-commerce experience for the company’s largest client Arby’s.• Changed the backup tapes daily and resolved alert issues that may have been sent from the server.• Setup new users within the company’s active directory, exchange server, and within their proprietary data management system FDM4.• Primary contact for technical support from vendors such as DELL, FedEx, and the company’s out sourced IT support group Spinen.• Resolved user workstation issues in a timely and consistent manner. Issues included hardware/ software issues and virus removal.• Designed visual presentation boards used by the sales and marketing team within Adobe Illustrator and Photoshop.• Setup and maintain the company’s Blackberry Enterprise Server and phones using Blackberry Enterprise Activation.• Participated in cross training in Accounts Payable, Accounts Receivable, and Purchasing to gain a better understanding of the modules used within the FDM4 data management software.• Exercised weekly maintenance of the company’s servers including disk cleanup, defragmentation, and Windows updates.