Provide dedicated technical and customer service support for MSF-USA staff, volunteers, Board members, and interns. Investigate and secure resolution of software and hardware problems for over 250 on-site and remote end-users at MSF-USA. Daily support of MSF-USA’s IT operations, ensuring end-users’ technical needs are met and that their requests are fulfilled quickly, completely, and in full compliance with the Systems Department’s standards of service. Support Systems department projects. Provide in-person support for the technical/audio-visual needs of MSF-USA staff in meetings, presentations and special events including using collaboration technologies such as WebEx, Zoom, Skype for Business, etc. Provide trainings for AV and teleconferencing atMSF-USA.

As technology director I support 500 users at central office and remote locations. I deployed and maintain 250 end users utilizing wireless and software in the field. I develop, maintain and supervise CQI systems for program integrity, and maintain databases of state, city, and in-house systems. I've developed program specific databases for specialized reporting and continue to maintain them. I also provide support for model-specific web-based reporting systems. Most recently I configured and deployed Electronic Health Record System and reporting software.A few of my proudest accomplishments: • I installed and customized QuickBase, an online database, to track end-user activity, pinpoint areas where projects were held up, and report statuses of ongoing projects. This increased project success by 15%.• I installed and configured Dropbox for Business to facilitate collecting and sharing data, documents and recordings by end-users, managers, staff and consultants in a real-time environment. This reduced the frequency • I reduced end-user downtime to less than .1% per year.

Supported users in several locations connected via dedicated T1s, VPN and Cisco VPN; locally and remotely resolved end-user hardware/software problems. Monitored network performance and maintained Windows NT/2000, Exchange, Transaction server, SCO UNIX, and Citrix Metaframe servers; identified and capitalized on opportunities to improve speed and reliability. Administered user accounts. Planned and executed upgrades, including migration of Windows 2003/Active Director. Prepared MIS Department policies and procedures documents for ISO 9000 certification. Maintained standard office equipment. Contributed to data backup and recovery efforts by completing daily server backups.Key Achievements:• Replaced outdated systems and infrastructure with state-of-the-art data center, reducing downtime during maintenance and upgrades, expediting data delivery, and increasing network bandwidth. • Configured system to decrease backup time and facilitate more frequent backups, which led to accomplishment of data recovery in under two hours.• Transferred all personal computers and network connectivity with uninterrupted end-user access and zero downtime when the physical plant changed locations.• Increased network security by implementing a new system that completely eliminated prior frequent virus infections.• Developed and implemented 9/11 disaster recovery plan, shifting data center operations to the new system with no data loss and no interruption of business.• Achieved 99.9% uptime of critical system and kept downtime for server maintenance minimal.• Ensured response and final solution time of less than 20 minutes for all end users.• Strategized configuration and maintenance of corporate VPN to ensure lowest possible communication costs.

As Network Administrator I supported 100 users in two different locations connected by a Cisco VPN. Some of the improvements I made include:● I built out a new high availability data center and replaced the entire desktop infrastructure. This resulted in reduced downtime during maintenance and upgrades. The hardware I introduced contributed to increased bandwidth and faster data delivery speed. Reducing the time it took for backups meant data was easier to recover, so I could access it within in two hours instead of the 24 hours it took prior to my upgrades. ● When the physical plant was relocated I transitioned all personal computers and network connectivity with no downtime. End-user access was uninterrupted. ● A new security system I installed completely eliminated virus infections which had been frequent until that point.● I developed and implemented a 9/11 disaster recovery plan. No data was lost and there were no interruptions to business activities when I shifted the data center operations.