• Assists management in developing long-term architectural strategies around technology or content in area of expertise. Carries out strategy through consulting or advisory means.• Proactively helps coordinate and plan strategic initiatives within core area of expertise that will meet customer's needs based on thorough understanding of customer's function and industry standards.• Independently manage individual projects as assigned within knowledge area of expertise.• Produces knowledge articles, architecture documents, and strategic plans as needed to guide the technical strategy of the department. Holds others accountable to utilizing and keeping that documentation up to date within their content area.• Assists manager in the development of policies and processes in regards to the technology over which they are expert.• As necessary, coordinates and leads meetings/presentations on area of knowledge expertise.• Provides expert advice within area of expertise for remediation plans when obstacles occur.• Under the oversight of the manager, coordinates and monitors the tasks and deliverables of a small to medium size team of like content. If necessary, provides informal coaching on these subjects.• Assists Managers and Leads in prioritizing work within area of given expertise.• Assists managers and staff in producing training and career development plans for the department within area of expertise.

• Project management of small to medium projects.• Subject matter expert for Windows desktop operating systems and other administrative related areas. • Responsible for effective provisioning, installation/configuration, operation and maintenance of systems hardware and software. • Ensures system hardware, operating systems, software systems and related procedures adhere to organizational values. • Constantly stays apprised of the latest trends in the industry • Provides technical leadership. Tracks and documental all system changes, problems, issues and work tasks within the Solution Center through change orders, services requests, incident and/or problem tickets. • Monitors systems performance and configuration to optimize usage of system resources.

Clinical Desktop AnalystProvided on-site enhancement, upgrade, and support services for business-critical workstation and network systems. • Limited Switch modifcation/configuration• Tone new and defective ports to see if they can be made to work.• Communicate with customer throughout issue• Resolve software and hardware issues• Document solutions• Complete warm hand off to other teams for ticket escalations• Troubleshoot and support printers, faxes, and scanners• Maintained IS standards for software and hardware• Communicate with customer throughout issue• Complete warm hand off to other teams for ticket escalations• Troubleshoot and support printers, faxes, and scanners

Providing support to multiple companies Nationally and World Wide via Phone and Email. Providing a wide range of support for PC (Win 2000, XP) from Applications like Office suite (PC and Mac), Cisco VPN, RDC, Remedy, Wireless connection, RSA Card Access, Blackberry desktop manager, Terminal Server, VNC, Citrix connection, OWA access, application installation via SMS, .Troubleshoot and answered question about laptop, desktop and printer hardware issues if issue could not be corrected over the phone provided detailed remedy ticket for the Desktop Agent to be able to quickly handle and replace the hardware. Changing passwords and account issues for NT accounts (ADUC), IBM account, SAP accounts, UNIX accounts, Mapper accounts, AS400 accounts, Kronos accounts, Relay accounts, BES accounts and RSA Card access.Used active directory to troubleshoot network log on issue with user accounts and computer accountsFronting calls for support groups on Network issues (LAN, WAN, Wireless), NT server, UNIX severs and Mainframe application and hardware issues. Provided support groups with detailed ticket with instructions or issues from the users.Provided support for Retails store computer and register issues. Answered general questions about the office suite applications, Coalition POS systems, HHT troubleshooting, restarting services running on the server, hardware configuration of Registers and Servers when needed, work with NOC to troubleshoot connections to US stores.Rebooted and modification to Retail serves done with guidance from support group. All server support is done via RDC or RIB card connections. Worked as Outage Coordinator, where I coordinated and escalated technical issue between technical staff and management. I assisted in both the development of and documentation for the Service Capability & Performance (SCP) Certification. Developed and maintained helpdesk Web site in ColdFusion 4.5.