Pedro Alvarez Email and Phone Number

● Manage, direct, and oversee IT Support Specialist along with System Analysts● Interviewed, hired, trained and mentored staff by coaching daily, leading performance reviews and offering constructive feedback.● Authored service level agreements for help desk operations.● Created and operated Incident Response Task Force to support the all systems company wide and shorten downtime● Managed and reduced IT spending to support budgeting processes● Collaborated and enhanced Change Control Committee to meet organizations standards● Established positive and effective communication among department staff and organization leadership, reducing miscommunications and missed deadlines.● Standardized all hardware for organization● Analyzed needs and requirements for all departments in the organization then suggestion new technology● Investigated and corrected or escalated project problems.● Assist Network Infrastructure Manager with projects and best practices during project implementation ● Partnered with vendors and suppliers to effectively manage and budget.● Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.

Manage and support Tech1 and 2 on all daily duties.● Project manager for all new and current projects being implemented at the facility.● Mentored and guided employees to foster proper completion of assigned duties.● ER Renovation Project (IT PM), C420 Suite Construction Project (IT PM).● Innovate and QA all new and current processes being used to support the end users.● 24/7 support for entire facility.Admin Rounding for Medical City Dallas , Medical City Children's and Medical CityGreenOaks.●Analyze and reduce time on current troubleshooting methods to minimize any wastedtime.●Build relationships with Physicians to make sure all technology is up to date with theirstandards.●● Propose new technology to be used at facility to make patient care a better experience.● Educate users and or techs on any new technology being implemented at the facility.Created collaboration group across the HCA enterprise to put all hospitals in real timecommunication.●● Facilitated solution for virtual visitation across HCA enterprise.

Provide support for all users in the company.● Create new processes for each unit to better communicate with each other(MH CURE).Increase utilization for mobile heartbeat and teach Champions for each department in thehospital.●● Educate staff and create educational workflows to hand out to nurses /Drs in the facility.● Assist with On Call rotation.● Create new procedures and methods to create faster support.Troubleshoot networking issues along the facility and for any applications on our privatenetwork.●● Train and help Tech Analyst with tickets before they are, escalated.● Collect and analyze data to see what departments needs better processes forIT SUPPORT SPECIALIST LEAD 07/2014 to 07/2018Neighbors Health System, El Paso, TXIT SUPPORT 08/2013 to 05/2014NMSU, Las Cruces, NMcommunication.● Assist Director in cost saving methods for Facility and Department.● Cisco Phone support.● Manage techs and assist them on tasks and projects.● Provide 24/7 Support.Applied knowledge of IT best practices to tackle new challenges and make educateddecisions

Provide tier 2 support for all techs, assist manager in delegating tasks and responsibilitiesto staff.●● Managed and implemented all new software/technology for the company.● Helped streamline repair processes and update procedures for support action consistency.● Educate staff and create educational workflows to hand out to nurses /Drs in the facility.Patched software and installed new versions to eliminate security problems and protectdata.●● Assist Security Admin in keeping integrity of company and auditing security protocols.● Network troubleshooting / LAN.● Manage and keep level one techs up to date on solutions.● Analyze and resolve any errors or requests within the IT infrastructure.● Train end users and techs.● Manage all techs to keep certain level of customer service standard along the company.● Provide 24/7 support,.● Troubleshoot all PC issues.● Hardware Imaging.● Assist Department with any IT related issues.● Maintain trouble tickets low.● Removed malware, ransomware and other threats from laptops and desktop systems.