Customized Information Technology solutions for Start-ups and Small Businesses.

Provided technical expertise for Help Desk related issues and maintained the stability of daily operations (including on call and after-hours support).Ensured that service requests were acknowledged and resolved in a timely manner with technical expertise and a superior level of customer service.Established, documented, and implemented policies and procedures for how problems are identified, received, documented, distributed, and corrected.Performed quality monitoring to identify trends, validate accuracy and provide opportunities for improvementManaged all Service Desk Technicians, worked to oversee scheduling, ensuring adequate shift, on-call, and vacation coverage.Directed the deployment, maintenance, support and upgrade of all end user computing equipment (desktop computers, mobile, peripheral devices).Researched to resolve difficult and complex problems escalated from tier I/II/III Service Desk technicians.Vetted all potential tickets requiring escalation to other teams.Demonstrated efforts for continuous improvement in end-user satisfaction, and departmental operations - including decreasing turnaround times, streamlining work processes, and working cooperatively and jointly to provide quality seamless customer service.Strong problem-solving, organizational, and analytical skills, with the ability to manage multiple priorities and technicians.Traveled to remote sites for IT projects and field installations.• Major role in EMR transition from eClinicalWorks to PracticeVelocity.• Coordinated with the Electronic Health Records (EHR) vendor and designated project leaders to assure timely implementation of upgrades and/or modifications to electronic health records and applications. • Participated in management meetings, committees, and special projects as needed. • Oversaw and determined time frames for major IT projects including system updates, upgrades,migrations and outages • Identified opportunities for team training and skills advancement

• ERP transition team• Responding to queries on the phone, via email, in person, or through remote access. • Offering technical assistance on the delivery, configuration, set up, maintenance, andtroubleshooting of computer systems, hardware, and software. • Training computer users. • Training peers on troubleshooting and diagnosing difficult problems. • Gaining feedback from customers to improve training methodology. • Writing and editing training manuals. • Running reports and analyzing common complaints and problems

• Managing IT staff by recruiting and training employees, communicating expectations, and monitoringperformance on a weekly, monthly, and quarterly basis. • Overseeing the annual IT budget and ensuring cost effectiveness. • Managing vendors to ensure competitive pricing on hardware, software, and service contracts. • Monitoring daily operations, including server hardware, individually assigned computers andcompany cell phones. • Coordinating technology installations, upgrades, and maintenance. • Selecting and purchasing new and replacement hardware and software, when necessary. • Testing, troubleshooting, and modifying information systems so that they operate effectively. • Generating performance reports for server systems and general health reports for individual PC's. • Assuring all IT activities are performed within the parameters of applicable laws, codes, andregulations. • Evaluating technology risks in order to develop a network disaster recovery plan and backupprocedures. • Remaining up to date with advances in technology and industry best practices.

• Independently assigns staff for client assistance, diagnosis, repair/service, and follow up. • Communicates department goals, as well as all other pertinent company information to members ofthe Precinct in a clear, accurate, and timely manner • Works with clients directly to ensure staff is assisting customers with service/repair issues whileachieving department goals. Handles escalated client service issues. • Provide on-going coaching, training and acts as consultant to Precinct Agents and other storepersonnel as needed to achieve goals and high standards of customer service inclusive of scope ofwork for In Home Services.