Ed Zebrowski Email & Phone Number

Raleigh-Durham-Chapel Hill Area

Leading a team of 30 Desktop Computer Support Specialists, I manage IT End User Support Services for three hospitals and 50 clinics in the University of North Carolina Health Care System, including the 905-bed main Medical Center in Chapel Hill, totaling approximately 12,000 users and over 20,000 devices.► KEY CONTRIBUTIONS: Driving new productivity metrics for End User Support teams statewide; process improvements to provisioning user access to common software applications across the enterprise; critical endpoint hardware and software installation and support for large-capital location move and consolidation projects in the Triangle Area.► THE RESULTS: Enhanced productivity and performance; reduced operational costs and errors; improved management reporting and record keeping, streamlined automated processes to reduce overall transaction time.

Tampa/St. Petersburg, Florida Area

I was recruited to build a centrally managed high performing design and printing organization at the 1000+ bed academic medical center and Level 1 Trauma Center with 15 Ambulatory Clinics. My position expanded quickly to management of the IT Service Desk, User Access Management, QA/Testing Team, onsite Photocopy Center, offsite Print Shop and Mailroom which supported 10,000 employees and providers (total of 12,000 user accounts). A team leader, I managed 26 people and an operating budget in operational policies, processes and procedures consistent with IT best practices and service level agreements. During my tenure, I instituted and oversaw operational reporting metrics such as, cost metrics, first-call resolution and other customer-focused performance measurements. ► KEY CONTRIBUTIONS: driving enterprise-wide IT governance policy in collaboration with the CIO; transforming application testing culture and methodology to industry best-practice; spearheading automation, including the development of the hospital’s 1st internal employee web portal; and leading IT Change Management operations, including changes to the Epic EMR system.► THE RESULTS: Enhanced productivity and performance; reduced operational costs; saved substantial money each year; improved management reporting and record keeping, serving as the “automation champion” to transition procedures from manual to automated practices. We sustained customer satisfaction rating of 4.8 out of 5 across all areas served.