Jody Trainham Email & Phone Number

United States

United States

• Successfully resolved hardware and software incidents while working remotely• Demonstrated excellence in customer service, taking full ownership of issues, including addressing recurring problems• Proficiently imaged, maintained, and repaired various models of HP and Lenovo desktops, laptops, and “All in One” systems• Supported hospital printing, computing, and networking equipment on both sides of the sterile line• Ensured the functionality of Computers on Wheels (COWs) by maintaining and repairing them as needed• Utilized tools such as Keystone, SCCM, RDP, Zoom, Teams, and Remote Manager to troubleshoot and resolve software-related issues promptly• Remotely installed, repaired, and troubleshooted various hospital-specific software and drivers• Leveraged SCCM to efficiently deploy software updates and applications• Provided phone support to end-users and collaborated with different departments to devise solutions for replacement, repair, networking, and software-related challenges

Richmond, Virginia Area

● Managing 2FA of users and devices using DUO Mobile Enterprise● Managing remote access and users in Citrix Director Edgesight 7.5● Assisting user’s with Outlook application (Web, Office365, and Maas360)● Adding and removing users from Office365 Exchange admin center groups● Communicating with Microsoft Teams● Utilizing CMRC (Computer Manager Remote Control) to remote to devices● Troubleshooting Konica Minolta and HP printers(Add/remove)● Utilizing ARMS (Access Request Management System) to determine access requests● Active Directory Users and computers V.6.1 password resets● Creating, managing, and escalating tickets and changes using SDM (Service Desk Manager)● Servicing Electronic web tickets submitted and web chats● Managing visitor’s Wifi accounts using ClearPass Guest 6.6● Maintaining and administrating hospital ASCOM phones and users● Monitoring and administrating Ensemble Pro● CodeAssist administration and password resets● Patient Keeper administrating and password resets● Recovery administrator for Bit locker/McAfee Recovery● IDX Web and Term password resets● Cerner password resets

Handle image imports,record distribution and electronic record maintenance for VCUHS Department of RadiologyImport images and documents into McKesson and processes image archivalProcess requests for Outside consults using Cerner and GE IDX by merging outside images with existing patient accountsFulfill CD requests and document transfer using McKesson and PACSCommunicate with outside facilities to obtain image reports/recordsCreate new patient image record and medical record accounts

Assist with GoLive of Epic software implementation throughout Martha Jefferson hospital.

Richmond, Virginia Area

• Perform morning validations of server and application health checks and report status back to department.• Monitors alert queues and dashboards for incidents using Splunk, ARX and Alive, and is able to correlate monitoring events.• Evaluates and assesses monitoring alerts, makes some technical judgments, and takes appropriate action.• Manage all facilitation requirements of running a High Severity Incident Bridge. • Engaging appropriate resources on the call per defined practice and protocol. • Maintaining audio fidelity of the call. • Updating the incident records with appropriate notes. • Update critical incident dashboard tool (HIVE).• Provide Service Center updates as required. • Leveraging Alarmpoint for RallyCall and Exec Bridge notifications. • Manage contingency plan execution approval and perform requests. • Manage approvals to implement urgent changes. • Manage approvals to escalate incidents to High Severity status (3+). • Maintain contact system of record for accuracy. • Build relationships with stakeholders and customers. • Monitors alert queues and dashboards for incidents.• Evaluates and assesses monitoring alerts and takes appropriate action. • Provides Level 1 resolution to technical alerts. • Create and publishes change report and change calendar. • Ensure fidelity of the Technology Operation Center equipment. • Facilitate executive bridge calls under the guidance of the Sr. Incident Manager. • Receive information from Capital One-s Application Service Providers (Verizon,TSYS, RSA) and work to assess what actions need to be taken. • Call vendors as requested by the Sr. Incident Manager. • Provides Level 1 resolution to technical alerts and is capable of Level 2 resolution as needed.

Richmond, Virginia Area

• Troubleshoot and repair Level 2 PC hardware and software issues.• Imaged desktops and laptops using Symantec Ghost V. 11.• Deployed and tracked IT assets using RedBeam Administrator.• Managed VMWare access control using VMware View Administrator 5.1.3.• Loaded and initialized configuration files for Cisco ASA 5505 routers to ship to W@H users.• Created, managed and assigned RSA tokens with RSA SecurID V.2.0 Appliance.• Data recovery using Encryption Anywhere 9.5.3 utilities.• Managed Active Directory V. 6.1 in a 3500 node environment.• Deployed and maintained local and networked printers.

Bachelor'S Degree, Information Security, 3.82 Gpa

Associate'S Degree, Computer And Information Sciences And Support Services, 3.5 Gpa