Providing remote and onsite end-user support for 100+ users in 3 different officelocations. Casselberry, Ocala, and Tampa. Developing reliable metrics forhardware, software, and storage while ensuring strategic capacity planning.Taking full ownership for all Information Technology leadership duties, as well asMarketing & Web Development.• Managing IT personnel and full lifecycle of information technology infrastructure, applications and services.• Identifying security vulnerabilities and eliminating them with strategic solutions that increase data safety.• Developing IT standards and policies aimed at streamlining desktop and software support.• Proactively detecting the need for upgrades, configurations, or new systems, reporting to upper management and taking ownership of the resulting implementation projects.• Providing constant monitoring to the use of technological equipment and software to ensure expected functionality and efficiency.• Significantly increasing company efficiency through timely diagnosis and troubleshooting of Windows processing problems.• Coordinating with surgeons, surgical vendors, CVS surgery managers, and RN's to ensure equipment and surgery procedures run smoothly upon patient’s arrival in the Operating Suite.

Earned a reputation for providing excellent customer service to an established customer base of 100+ clients with over 1900 users. Researched, tested and implemented new technology for in-house applications.• Regularly exceeded client/customer satisfaction targets by swiftly identifying and resolving technical issues via remote/phone/ onsite support.• Eliminated system downtimes by conducting timely preventive maintenance on installed operating systems, application software, and computing standards.• Provided tier II and III support for applications including web browsers, email, third party client applications, client/server, and web applications.• Performed root cause analysis and develop permanent solutions to prevent recurring issues.• Developed and documented technical procedures, including testing of hardware and software products• Implemented company policies, technical procedures, and standards for preserving the integrity and security of data, reports, and access.

• Provide excellent customer service to an established customer base of 108 clients with over 1900 users. • Identification and resolution of technical issues via remote/ phone/ onsite support • Review Anti-Virus screens, desktop maintenance and backup boards for warnings and alarms • Provide preventative maintenance on installed operating systems, application software and computing standards to ensure all versions are up-to-date as recommended • Patch installation for desktops and servers using maintenance toolsets • Provide tier II and III support for applications including web browsers, email, third party client applications, client/server and web applications. • Work with other IT vendor’s technical support organizations to perform root cause analysis and develop permanent solutions to prevent recurring issues. • Develop and document technical procedures including testing of hardware and software products. • Transfer or escalate of support cases to senior engineers / Server Admins / Voice support team to keep tickets moving forward.

• Diagnosis of desktop, application, networking and infrastructure issues.• Experience of supporting a wide and varied client base. • Troubleshooting PC’s, laptops and mobile devices.• Providing 1st/2nd line support to users.• Administering the IT department’s policies and procedures.• Installation and support of telecommunication equipment.• Maintaining a log of all problems detected and system back ups.• Responsible for maintaining backups and for project work such as new builds.• Working closely with software suppliers to resolve operational issues.• Responsible for supporting: Windows XP/Vista/Windows 7&8/OSX/ MS Office/Windows Server 2003/2008, Active Directory management, Backup products, Anti-Virus products, DNS/DHCP,TCP/IP, Ethernet, wireless router and Firewall Configurations.

Provided Tiers 2 and 3 end-user support for 40+ users. Communicated regularly with senior management and both technical and non-technical personnel to build effective cross-functional teams and ensure accuracy, consistency, problem solving, and on-time project completion.• Managed IT infrastructure including Network LAN, WAN, Intranets, telecommunications, various third party applications and IT help desk.• Successfully managed numerous technical projects, installs, and upgrades, achieving on time and within budget delivery, every time.• Provided networking solutions to accommodate special needs on time and within budget. • Developed and maintained website, marketing campaigns, and social media.• Hired, trained, and supervised a 3-member team providing email, NT administration, and Help Desk.

Provided leadership to a team of client technology analysts and technicians. Assisted with the deployment of virtual machines and equipment required for the virtual environment. Coordinated major repairs with outside vendors.• Successfully troubleshot and resolved end-user complications through research and effective follow up practices • Provided desktop and laptop support for windows, internet; supported users on setting up multiple network printers, managed hardware and software failure due to viruses, network cabling and termination.• Performed wiring and equipment moves; add-ons, and changes as requested.• Authored a monthly Tech Times newsletter, distributed to the entire end-user population in the call center.