•Leads and assists customers to identify and specify the nature of the request or problem. Troubleshoots a variety of complex issues and assists customers with various systems issues including Microsoft, PC/Laptop/desk & mobile VOIP phones, printer, software, peripherals, and network connectivity issues with limited direction.•Leads and participates in project activities providing support as requested. Proficient with leading projects to completion.•Thorough understanding of Microsoft Windows operating systems with expert knowledge of Win10•Oversees and performs the installation, configuration and maintenance of computers, networks, workstations and/or other related equipment and devices.•Serves as a primary project member on technology projects with large scope and impact; may lead and integrate the work of other staff.•Leads research and development initiatives and provides assistance in the implementation of new technologies.•Supervise or provide functional direction to lower graded staff and/or student employees performing the same or similar type of work.•Investigates information, network, and communications needs of users, and makes recommendations regarding software and hardware purchases.•Provides in-depth individual and/or group instruction and training to faculty, staff, and/or students on new or updated technologies.•Performs advanced technological systems support, maintenance, and testing for proper upkeep of systems; troubleshoots and resolves complex system hardware, software, and network failures and conflicts.

•EPIC Project Leader: upgraded all hospitals, clinics, physician offices from multiple servers to EPIC’s server •Windows 10 Deployment Project Lead: supported system access, hardware, application software, network communication and LAN/WAN •Provided remote help desk technical assistance for all hospital employees and end users •Trained/mentored newly hired IT personnel in technical and IS support functions •Maintained and complied with all standards regarding documentation, end user instructions, computer deployment, ticket logging and monitoring support activities•Support includes issues relating to system access, hardware, application software, and basic network communication issues•Remained current with the latest trends in field of expertise by participating in ongoing training and development

•Maintains, analyzes, troubleshoots and repairs computer systems, hardware and peripherals. Documents, maintains, upgrades or replaces hardware and software systems.•Provides high-quality, consistent end user support services for all employees within FMOLHS. Troubleshoots and resolves end user issues by guiding user through corrective steps. Documents, logs, escalates, and follows up on issues with end users and sites. Coordinates with other IS areas to resolve problems if necessary.•Images, configures and deploys new hardware, software and peripherals for use on the corporate network.•Assists in the development of, and complies with, all standards regarding documentation, end user instructions, computer deployment, ticket logging, and monitoring.•Utilizes computerized support tracking system to accurately and effectively track user support statistics for adherence to SLA and to allow planning for staffing levels.•Research new developments in hardware and software and keeps abreast of the latest developments and studies involving computer-related procedures and methods.•Prepares, reviews and contributes to online support knowledgebase for FMOLHS applications and systems. Remains current with the latest trends in field of expertise by participating in ongoing training and development as directed by management.•Develops and implements data driven performance improvement methodologies. Maintains accurate records for use in evaluating organizational performance. Identifies ways of improving current services and consults with management on issues and problems.•Ensures security, integrity, and privacy of FMOLHS data in conjunction with FMOLHS policies and procedures.•Utilizes IS project management methodology and best practices to improve individual and organizational efficiency, effectiveness, and outcomes.

•Configured, installed, troubleshot and maintained PC related hardware and software associated printers and peripherals, network access, and network software. •Experience setting up and configuring hardware and software on workstations and laptops•Experience with DOS, Windows ME/2000/XP/Vista/ WIN 7 and IOS•Installation and troubleshooting of computer related peripherals•General support for other technologies, i.e., phone systems, internet support

•Responsible for ordering and intake of store inventory via company logistics system •Performed shelf stocking and organization of products•Assisted customers with product selection, inquiries and sales