Joe Levi Email and Phone Number

Position Summary The Network Support Engineer II (NSE) provides remote technical assistance on F5 products to internal and external customers and F5 partners. NSE II’s handle multiple active cases of diverse scope where analysis of data requires evaluation of identifiable factors, and provide daily customer communication via phone and email. Networks with senior internal and external personnel in own area of expertise. NSE II’s exhibit strong competence utilizing a number of troubleshooting tools, facilities and equipment in the course of providing resolutions to cases.NSE II’s provide good communication to our customers, and accept ownership of issues until a resolution is delivered, providing high customer satisfaction. Responsibilities Provides Level 1 and Level 2 technical support to troubleshoot and resolve hardware and software issues on F5 deviceEffectively manages case escalations to tier 3 (Engineering Services) while maintaining customer communicationKnowledgeable on LAN/WAN operations, Network protocols, UNIX or Linux Operating systems, and/or networking hardware required.Understanding of TCP/IP protocols and the OSI modelProficient with Windows OSVLAN – setup and implementation.Knowledge of DNS protocol/BINDProven track record in a team environmentExperience with NetApp/EMC and other data storage systems preferred (for Data Solutions focus)Experience with WAN optimization applications a plus (for WANOpt focus)Experience with Siebel Case Management(SCM)Analytical thinker with strong attention to detailAbility to relay technical information to customers with varying skill levels

North Idaho Family Physicians (NIFP) is the parent company for the three Kootenai Urgent Care clinics in North Idaho (Coeur d'Alene, Post Falls, and Hayden). I am currently assisting with moving the EMR/PM (Docutap) to a Citrix hosted model for the clinics and providing day to day support for the clinics, which are open 7 am to 9 pm, 7 days a week. Support includes everything from front desk user support to helping clinic staff and providers. A majority of the users prefer the use of Ipads, but there are others who would like to use Windows based tablets. NIFP also provides billing support for several other clinics in the area. The Medical Practice Management Services office is comprised of 27 billing agents who connect to the clinics in various ways. (VPN, RDP, VNC) and utilize a system on their site to complete the billing tasks.Additional support is given to the Lakewood Physical Therapy offices, and the Bone Density of North Idaho location. All in all, the company is over 120 users and each group has their own specialized software and needs making it a challenge to ensure everything is running optimally. Since the clinic is open 7 days a week, performing server maintenance is required to be done after hours.

Provide support and technical assistance of F5 products running on various operating systems to internal, external customers and partners ranging from small Internet companies to large multinational corporations with an Internet presence. The Network Support Engineer typically spends between 4 and 5 hours per day supporting customers over the phone. Possesses knowledge of various Internet topologies, networks,devices and the TCP/IP protocol. With direction utilizes various troubleshooting tools, facilities and equipment at F5 to replicate/solve customer issues. Sets customer expectations as necessary, and accepts ownership of customer issues until a solution is achieved providing complete customer satisfaction.

Assisted clinics and hospitals configure their remote teleview technologies that would enable a radiologist to transmit DICOM images to another location for reading. This involved working with several members of the staff from the actual exam room, all the way to the I.T. department, and having to adjust the level of technical jargon depending on the audience.

Network / Desktop SupportTechnical Support / TrainingWebsite Design / Graphic DesignVirtual Tours / Product ToursEHR/EMR NextGen SupportI maintained the server and network for multiple engineering companies during this time. Most of the support was managing the workstations and the licenses for the associated software (i.e. Autocad, MS products). I also implemented day to day server maintenance and created an offsite storage plan for these companies. Worked with clinics to streamline their EHR workflow and compliance.

Software Spectrum was an outsourced solutions provider for tier 1 support for Adobe Acrobat and Persuasion. As Team Lead, I was tasked with ramping up a 30 member support team in a short amount of time. Once I had a qualified group in place we consistently exceeded call metric minimums and our group as recognized numerous times for providing superior support.