Provided phone and remote support for technical issues relating to Allscripts applications EHR (Electronic Health Records) and PM (Practice Management). Installed, updated and troubleshot EHR and PM applications on PCs (FAT) and setup and troubleshot Remote Desktop connections (RDP) to Terminal Servers (THIN).Installed and troubleshot various devices and their interface with Allscripts EHR and PM: faxing solutions (Captaris/Castelle FaxPress and GFI FaxMaker); document and ID card scanners (Fujitsu FI Series document scanners, Topaz ID Card scanners) and RemoteScan scanning software; Network and local printers (HP); Medical Devices (MidMark and Welch-Allyn EKG, Spirometer, Holter).Installed and troubleshot issues with Remote Access using Cisco AnyConnect VPN software.Installed and troubleshot issues with Allscripts Wand for Professionals and Remote+ on Apple iPads and iPhones.Used Active Directory to create, and disable user accounts and reset passwords for ASP server access. Managed case load using SalesForce.com 14.

Provided Level 3 support for over 6,500 remote Pharmaceutical Sales Representatives and Management using Dell/HP laptops with Windows 2000/XP/7, Apple iPad 2 and HP and Lexmark multifunction printersDiagnosed and resolved connectivity issues involving dialup, broadband, WiFi, 3G/4G Mobile Hotspots (Verizon MiFi and Sprint Overdrive) and VPN (Cisco, Junos, Fiberlink)Supported Outlook 2007/2010, Office 2007/2010, LiveMeeting, Office Communicator, PDAs, Blackberrys, Lotus Notes 6.5Used Active Directory to unlock accounts and change passwordsServed as Subject Matter Expert in various areas: iPad, Cellular Wireless, AirWatch MDM, Oracle CRM on Demand, Blackberry, Smart Phones, Fiberlink, and Incentive CompensationUtilized Remedy 7.6 to manage tickets and create reports. Monitored and responded to phone queueCreated procedures and authored documentation to be used for training and to disseminate resolutions to L1 Help Desk and End Users using a Knowledge Management SystemContributed as Level 3 representative to projects that evaluate and implement support of new technologies through testing and pilot programs (iPad, Blackberry, Cellular Wireless, home and public WiFi)Provided on-site support by traveling to various meetings in the US

Provided post-deployment support relating to Dell/Bluecurrent Rapid Refresh Program. Assisted and instructed 2500+ customers with new hardware and upgraded softwareInstalled, configured, and troubleshot supported applications on Windows 2000 systems with Office XP

Supported on-site employees with hardware, software, and network connectivity issues on Dell and IBM laptops, desktops, and HP PrintersInstalled, configured, and troubleshot Windows 95/98, NT, and 2000 systems, peripherals, and various applications including Office 2000, Outlook, Lotus Notes, and RemedyPerformed server administration duties on Dell PowerEdge Server running Windows NT 4.0. Planned and implemented server backup procedures

Conducted hands-on and remote Break/Fix support to 400+ employees on Dell laptops and desktops, including hardware, software, and network and VPN connectivityInstalled, configured, and troubleshot Windows 2000 systems, peripherals, and various applications including Office 2000, Outlook, Great Plains Seibel, and Cisco VPN ClientProvided support to TogetherSoft Executives

Supported remote and on-site employees with hardware, software, and network connectivity issues on Dell laptops, desktops, and HP PrintersInstalled, configured, and troubleshot Windows 95, NT, and 2000 systems, peripherals, and various applications including Office 2000, Outlook, Lotus Notes, and Remedy in an 85,000+ node enterprise environmentProvided support to Nortel VIP’s and Executives