Provide EHR Technical support through installation cloud environments & laptops with VistA database and network components. Analyze, report and diagnose any related issues. Provide patch, backup and restore services to the cloud environment. Manage user access to servers, shared folders, VistA and SQL. Using IT to support our Veterans.

• Provided timely and effective escalated Tier 2 technical support to end users, troubleshooting hardware, software, Android, iPhone and network issues to minimize downtime and maximize productivity. Work with mid, senior, C-Level staff.• Provided team leadership, mentoring, training and guidance on software applications, system functionality, diagnosing and analyzing computer / printer issues and best practices, empowering Tier 1 / 2 to utilize technology effectively with our customer base.• Malware analysis and removal, VPN support, encryption of HDD/SSD drives, SMTP connections printing scan - email, DHCP, DNS, Symantec Endpoint, Cisco Endpoint, Windows 10/11, Office 365.• Diagnosed and resolved escalated complex technical problems through analysis, research, and collaboration with cross-functional teams, ensuring swift resolution and customer satisfaction.• Utilized remote assistance tools to deliver remote support, guiding users through troubleshooting steps and resolving issues remotely when possible, minimizing on-site visits. Documenting in Ivanti ticket system.• Team Lead III Point of Sale Technical Team – meetings, ticket cases assignments, managing cases with follow-up, documented and maintained detailed records of support requests, resolutions, and troubleshooting steps, creating a knowledge base. Take ownership of POS issues. Collaborate between Technical Support levels I, II, customers, programmers.• Conducted system configurations, installations, and upgrades, ensuring proper integration and functionality of hardware and software components. Windows Operating System. Move, Add Change. • Stayed up to date with emerging technologies, industry trends, and product updates to continuously enhance technical knowledge and provide the most relevant and efficient support.• Ensured adherence to service level agreements (SLAs) and prioritized support requests based on urgency, impact, and customer needs, delivering exceptional customer service.

• Provided remote support for 5,500 clients and devices.• Used tools to remotely diagnose and fix issues to completion.• Coordinated with third party vendors to resolve plant tech-fuel, printer, and other hardware issues.• Coordinated with LAN, WAN Security, and Application programmers.• Provided excellent communication with clients at all levels of the company.

Providing deskside support, networking, server support including backups to the Xerox customer that HP outsourced. Many projects, refreshes and training was performed onsite. HP bought out EDS Corporation while I was supporting the Xerox customer base.

Project Manager • Managed building wiring project.• Organized SAP Time Tracking deployment, including scheduling of multiple regional trainings.• Coordinated PC refresh for 1,200+ users, including imaging, data transfer, and update of asset records.LAN Administrator and Security• Supported File/Mail/SAA Gateway servers.• Maintained tape backup and rotation schedule for Xerox and GMAC account servers. • Created and maintained accounts, security, directories, volumes, and print queues. • Updated Windows Active Directory for users, security groups, and computers.PC / End user support• Provided Tier 2/3 support for local and remote users.• Imaged laptops and desktops, and performed software upgrades; installed and mapped IP-based printers.Expanded duties• Acted as backup to team lead of the Web Design Team.• Acted as backup to Technical Delivery Manager, Ticketing Queue Manager and Regional Focal Point.• Designated as EDS Consultant to Xerox for 2004 Presidential G8 Summit in Sea Island, Georgia.

Management• Designed and contracted installation of first Ethernet network for the Pasadena Plant site.• Kept department annual budget; set and exceeded MIS goals; passed IT audits.• Contracted/evaluated third party vendors for hardware break/fix support.• Developed MIS strategies, including creation of hardware/software standardization at the site.Create plant IT disaster recovery process.LAN Admin and Site Security Officer• Assigned, tracked, and updated user ID’s for IBM System/36 and file server.• Used concurrent licensing and software metering to save money.• Administered tape backup of IBM System/36 and file server.