Donald M. Kriz Email & Phone Number

New Castle, Delaware

Lead and support Technical and System Analysts regarding Ambulatory Support with daily operations directly related to EMR – Electronic Medical Records Applications that utilize GE Centricity, Horizon, McKesson Home Health Care and Soarian. This includes Technical Server and Application Interfaces, content maintenance, testing, development and deployment that impact out patient Physician Practices and the VNA, Visiting Nurses Association.

New Castle, Delaware

Adjunct Faculty Instructor for the Allied Health Programs at Cecil College. Instruction of technical skills include the Operating Systems, XP, Vista, Windows 7, installation, maintenance, and troubleshooting of common devices such as desktops, laptops, network and wireless devices, printers, and monitors. Troubleshooting of common components such as CPUs, memory, disks, power supplies, and expansion cards.Class includes Lab Exercises in Word, Excel, PowerPoint and Access.

Manage highly technical team of SMS / SCCM, Network and Desktop Engineers in support of the Aberdeen Proving Grounds, (APG), U.S. Army and Department of Defense. A professional with a highly proactive approach to lead and drive continual improvements to overall desktop infrastructure optimization, while maintaining a highly stable platform. Responsibilities include total ownership of the Microsoft SCCM Platform and technical responsibility for managing the desktop related group policy environment. This includes, Patch Management, Information Assurance Vulnerability Alerts (IAVA’s) and adhering to all DoD requirements. Network Enterprise consists of over 15K desktops and laptops. Manage all desktop imaging, migrations and enhancements. This includes managing Incidents, Change Orders, Problems and Service Requests utilizing CA-Service Desk Manager. Active Government Secret Security Clearance

Manage 24 / 7 National Help Desk Support Center operation and personnel in support of our client's desktop/computer/voice/data/video/network systems and business applications; lead future development, enhancements and maintenance of call management/tracking systems and operating procedures. Manage and supervise the daily activities of the Help Desk function, to include training, coaching, organizing, planning, and staffing operations. Coordinate the development and review of Service Level Agreements with other areas of Information Technology to continually increase customer satisfaction. Maintain liaison with Sales Team and all IT divisional operations and services to keep abreast of policy and procedural changes; contract changes, develop and review procedures for Help Desk operating/procedure manuals. Direct system and operations support relative to the maintenance and enhancement of Help Desk operating systems.

Responsible for operational leadership, enhancements and the overall performance of the company’s IT Help Desk operation. This includes all Desktop Support Services, Application deployment and Disaster Recovery. Strong focus on process improvement through ITIL best practices delivering quality customer and timely support to the entire internal staff and the external sales force.

Manage the IT Operation Department for the Northeast Distribution Center that supports the day-to-day operations of sales and order processing (16,000 daily/ $4MM). Plan and maintain financial budget of $6.5 MM. Manage all system activities that support Customer Service. Included in this are Supply Chain Systems, Mainframe, Server Based Applications and Infrastructure.

Professional Consultant with focus on Process Improvement in the following areas: Help Desk, Desktop Support, Customer Satisfaction Programs, And Reporting Metrics, Service Level Agreements, Disaster Recovery and Technology Development.

Instructor: Networking & ApplicationsCertified Instructor: State of New Jersey OS / MainframeMS ApplicationsNetworking Topologies - MSCNE PreparationHelp Desk