Conduct network troubleshooting and identify general network problems.Manage, maintain and update onsite copiers, printers and fax machines.Support Online Circular production applicable processes.Maintain all local software and hardware licensing to ensure conformance.Support determination of local and customer needs for yearly budgeting process and request for proposal processes.Support in workflow evaluation and improvement.Maintain server, upgrade, secure, system backups and disaster recovery preparation.Support implementation and planning of deletions, additions and major changes to support HQ infrastructure.Recommend software and hardware solutions comprising of upgrades and new acquisitions.Install software, maintain and introduce training as needed.Maintain and secure passwords, file system security and data integrity for desktop environment.Maintain and update documentation of procedures and configurations.Manage entire purchase of inventory related to hardware, software and other IT hardware.Develop and maintain client and vendor relations.

• Support ScriptPro Pharmacy Management System, using a variety of tools, including, but not limited to, Bomgar, PC Anywhere, SQL Server Management Studio. Issues ranging from insurance claim to inventory to support of sites hardware, including servers, and clients• Built customer relationships through providing superior customer service• Delivered service and support to end-users through automated call distribution phone software • Performed diagnostics and troubleshooting of remote pharmacy system issues, documented help desk tickets/resolutions• Documented and tracked all client issues using Siebel with a high level of data quality• Coordinated support for onsite field service technicians, and shipment of parts to customer sites• Delivered service and support to end-users through automated call distribution phone software, using a remote support tool (PCAnywhere, BOMGAR, or Windows Remote Desktop)• Produced ideas and communicate oral messages appropriate to listeners and situations• Participated in on-call support phone rotation• Served as a mentor to other teammates • Monitored and restored client systems and performed DB backups

• Primary role was providing day-to-day operational logistical support for off-site demonstrations. This encompassed asset preparation, inventory updates, shipping, rentals and providing assistance to associates in distress.• Lead support role in the 2011 Radiological Society of North America (RSNA) Conference in Chicago, IL (a major annual Cerner tradeshow) • Provided solo onsite support for the 2012 European Congress of Radiology (ECR) Conference in Vienna, Austria• Served as a mentor to other teammates

Helpdesk Level II Support - Assist associates with technical issue supporting devices, connectivity, corporate images, hardware and software, mobile phones. Collaborate with level I analyst to obtain the best possible solution for the client, the team and the company.

Desk Side Support - Respond to technical issues that have been escalated to Level II support proving desk side support at associate's location using company issue tracking software. Collaborated with Level III teams to resolve issues.