In these roles I support over 100 Clinical Agencies with the following:• Managed Infrastructure Office Relocations and upgrades based on scheduling and Agency needs.• Implemented new network hardware devices and policies across the WAN and LAN as needed• Reported risk analysis, MTTR, and MTBF as requested• Managed all Network Troubleshooting for outages and scheduled maintenance for proprietary and unique network topologies• Provide End User Support for Clinical and 3rd parity Server Applications and various VoIP Systems.

Managed the service desk operations by providing technical leadership, and helping to ensure that end users were receiving efficient and timely support. I was instrumental in developing processes and procedures relating to the operation of the Systems Administration Team by identification, prioritization, and resolution of end user help requests, including the monitoring, reporting, and coordination of Service Delivery functions. Also managed the lead role of Continual Service Improvement (CSI) manager for the company as it relates to process improvement and how we serviced our customers using ITIL Practices and Processes. Responsibilities:• Managed Tiers 2 and Travel Engineers • CSI Manager – Managed outstanding unresolved or new roadblocks issues / problems• Assist the Service Delivery Director with setting expectations, training, performance evaluations, career development goals, hiring mentoring, and disciplinary action for direct reports.• Analyze performance of Service Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service, speed of service, and customer satisfaction• Develop processes and procedures that drive consistency in operation• Assist in the facilitation of Customer Escalation Requests• Prioritize workload for Systems Administration Team and individual members as necessary• Complete weekly/monthly reporting• Effectively and consistently communicate issues and ongoing operations with Management Team and other departments• Provide Technical Leadership to Junior System Administrators• Lead daily/weekly technical meetings• Lead role in On-Boarding Projects for new customers. Insured baselines were set and were measurable and attainable with the Service Functions available.• Lead role on Off-Boarding Project for exiting customers. As the Process Owner I insured a smooth efficient transition of data, resources and appliances either to or from the customer.

Support business contracts by providing end-to-end solutions support for hardware and software business systems and solutions. Using my accounting principles, quantitative method skills, and ITIL Foundation practices process, I managed 18 Technical Engineers throughout the greater Nashville area while actively managing the company’s affairs by mentoring in leadership and forecast planning.I also Directed the Service Design, Service Transition, and Service Operation areas for the company while owning the lead role for implementation of hardware maintenance support, software upgrades, and new technology deployment at various business. • Implementation and deployment of network architecture infrastructures for new customers• Build-out of new Servers 2008 and upgraded from 2003 to 2008• Creation of AD schemes and Group Policies for local environment(s)• VMware and Hyper-V creations • Exchange Server migration and upgrade• Installed and pushed out Anti-Virus software Symantec Endpoint and McAfee to client devices

* Subject Matter Expert for clinical computer operations for corporate and enterprise organization.* Support and assist Director with support matrix clinical statistical information as needed.* Liaison for hardware vendors for the Research and Development Group (Dell, HP, Lenovo, * Lexmark, Citizen; Metrologic, etc).* Supported external facilities with 3rd tier support for Barcode Scanning and Printers configuration and use.* Implemented and supported various companywide technical roll-out projects.* Assisted with the forecasting of technology roadmap for hospital facilities and corporate office for the use of Certified – Desktops, Laptops, PDA’s, Printers, MFP, and Barcode Scanners.* Resolve critical computer issues as the SME (Subject Matter Expert).* Manage service delivery while monitoring daily operations and process to improvement activities.* Maintained and fostered strong working relationships with the Network Operations teams and other functional groups within HCA that supports the client.* Cultivate key client relationships and participate in regular client project, technical and operational meetings with appropriate level client contacts.* Maintained strong collaborative relationships with Client Services, Risk Management, Finance, IT Supply Chain, and Customer Support Operations.* Kept a strong knowledge of the vendors, its market, its competitors and market trends to be able to select the proper hardware that best fit the clients need with the organization.* Applied of best practices and the methodologies and processes used for this category of IT vendor.* Provided technical assistance in identifying, evaluating, and developing for team members.* Developed, coordinated, and implemented plans to test business and functional processes.