Kim Williamson Email & Phone Number

Sarasota, Florida Area

• Support 12 sites and approximately 210 users throughout Sarasota and Manatee Counties.• Administration of Active Directory including Group Policy Objects, DNS, DHCP, Microsoft Exchange, Primary and Backup Domain Controllers, File Server, Spiceworks Application Server (Ticketing), Mitel System Administration (Phones), ACP Smart UPS Battery Backup for server room.• Network Administrator for local area network (LAN), supporting and maintaining servers, switches, and network… Show more • Support 12 sites and approximately 210 users throughout Sarasota and Manatee Counties.• Administration of Active Directory including Group Policy Objects, DNS, DHCP, Microsoft Exchange, Primary and Backup Domain Controllers, File Server, Spiceworks Application Server (Ticketing), Mitel System Administration (Phones), ACP Smart UPS Battery Backup for server room.• Network Administrator for local area network (LAN), supporting and maintaining servers, switches, and network connectivity.• Systems Administrator for Microsoft servers, Hyper-V Manager, SonicWALL NSA 2600, Barracuda Spam Firewall, Unitrends Backup, internal phone system and voicemail server.• Setup, Install and Maintain Desktops, Laptops, Printers, Desk Phones, Cell Phones and other peripheral equipment.• Maintain and monitor wireless site to site using EnGenius outdoor antenna Access Point line of sight, and onsite Wireless using Ubiquitti Access Points.• Setup Public Address (PA) system for large hall for meetings. Mixer, Wireless Mics, Bluetooth, Projector, Portable screen.• Support cross functional departments in the company providing technical and administrative assistance & support for routine business activity and project related assignments.• Monitor hardware and software utilization: maintains inventory of computer hardware and software, telephone system, and provides in-house training personnel on system and general software use.• Responsible for security, back-ups, crisis management, prevention of system failure, disaster recovery. Show less

Lincoln, Nebraska - Nations Contract - Nebraska Service Center

• Provide on-site and remote support for Hardware, Software, LAN, VPN, Active Directory, Deployment and Security remediation functions.• Imaged devices, installed updates and patches through SCCM.• Hardware support for Desktops, Laptops, Network Printers, Desktop & Barcode Printers, Flatbed & Sheetfed Scanners, Barcode Scanners, Check Scanner & Encoders.• Provided remote support for telework/home users using Cisco VPN, Citrix Receiver, XenApp & XenDesktop. • Managed user PC… Show more • Provide on-site and remote support for Hardware, Software, LAN, VPN, Active Directory, Deployment and Security remediation functions.• Imaged devices, installed updates and patches through SCCM.• Hardware support for Desktops, Laptops, Network Printers, Desktop & Barcode Printers, Flatbed & Sheetfed Scanners, Barcode Scanners, Check Scanner & Encoders.• Provided remote support for telework/home users using Cisco VPN, Citrix Receiver, XenApp & XenDesktop. • Managed user PC hardware and software installation and relocation requests. • Execute and Troubleshoot Mainframe processes.• Upload and Download Mainframe transactions.• Load and unload SQL server scripts running against Central Indexing System (CIS) databases.• Gathered analyzed, and reported end-user support trends. • Provided desktop, application and network application incident resolution. • Conducted physical inventory of assets. • Supported pre/post application releases.• Ticket Queue Management, ensured AQL’s were met for all tickets going through the Nebraska Service Center ticket queue.• Public Trust Clearance. Show less

National

• Implemented Allscripts Electronic Health Records (EHR) throughout Nebraska, Iowa, Minnesota, North Dakota and Kentucky, by on-site training, post implementation support, application testing and database cleanup. • Team Lead on multiple Go Lives in several states, traveled weekly. • Elbow to elbow training, after implementation hardware and software support, application testing and database cleanup.• Led and Supported the Allscripts Touchworks Electronic Health Record… Show more • Implemented Allscripts Electronic Health Records (EHR) throughout Nebraska, Iowa, Minnesota, North Dakota and Kentucky, by on-site training, post implementation support, application testing and database cleanup. • Team Lead on multiple Go Lives in several states, traveled weekly. • Elbow to elbow training, after implementation hardware and software support, application testing and database cleanup.• Led and Supported the Allscripts Touchworks Electronic Health Record implementations on-site in clinics several states. Provided one-on-one and small group training for application and workflow guidance to all clinic staff members and providers.• Merged duplicate records and unmerged patient records to insure accuracy of patient records in Databases.• Wrote test scenarios for User Acceptance Testing and Load Performance Testing for Allscripts EHR updates.• Provided level 2 support for day-to-day production issues maintained documentation in the appropriate tracking systems while adhering to prescribed escalation and change control procedures. Provided remote system support when needed.• Tested release upgrades and hotfixes prior to installing in production. • Assisted in developing and executing test scripts; modified system/user configuration. • Interacted with business teams to develop application requirements and installation plans. Show less

Lincoln, Nebraska Area

• Managed Call Center and Dispatch department with a staff of 54 employees handling 4,500+ calls/week, provided solutions to customer inquiries about their service's including Video, Internet/High Speed Data, Digital Phone, General Billing and Sales.• Developed process with use of SQL and Excel to identify call drivers and reduce call volume by over 11% which also significantly reduced truck rolls to customers resulting in higher customer satisfaction and decreased expenses.• Developed… Show more • Managed Call Center and Dispatch department with a staff of 54 employees handling 4,500+ calls/week, provided solutions to customer inquiries about their service's including Video, Internet/High Speed Data, Digital Phone, General Billing and Sales.• Developed process with use of SQL and Excel to identify call drivers and reduce call volume by over 11% which also significantly reduced truck rolls to customers resulting in higher customer satisfaction and decreased expenses.• Developed and implemented QA program for call center.• Developed KPI’s to track and improve performance of employees and Division.• Created and rolled out video service ticketing using tracking software, resulting in identifying many key call drivers to call center for video issues.• Created customer advocate/escalation program to ensure a quick correct resolutions.• Led team through virtualization of Nebraska & National call centers when completed call center was taking customer calls from several systems throughout USA.• Led team through devirtualization of call centers to a stand alone call center; Recruited & trained 18 new employees taking calls 2 weeks before deadline.• Created incentives and recognition programs to increase sales, productivity, and employee morale. Show less