Medac is a fully integrated, privately held anesthesia revenue cycle management company that provides reliable and innovative anesthesia business and technology solutions that enrich our clients’ lives. As part of the IT support structure of the company we provide backend and desktop support to our internal and external clients including but not limited to hardware(repairing, replacing, reimaging), network, VPN, email, servers, SFTP, VOIP phones, and software(including billing software). My position was to support Medac’s internal and external clients using all the tools and equipment at my disposal. This would include level 1, 2 and 3 support.

AU Health System Inc, based in Augusta GA, is a world-class health care network. It is a not-for-profit corporation that manages clinical operations associated with Augusta University. It provides comprehensive primary, specialty and sub-specialty care in the region. My position was responsible for implementing new hardware and repurposing old hardware that was still viable as well as maintaining inventory of the entire AU campus(including all hospitals and clinics across the area).

A new company was created in 2012 owned by NIIT(an international company based in India) and Morris Communications Corporation(a national and international communications company). As a national and international support organization we provide support on all levels including but not limited to hardware, network, VPN, email, web-hosting, servers, VOIP phones, software, and special projects to both internal and external clients. My position is to support teams within the organization as well as outside clients including Morris itself and Gatehouse and COX. My job includes maintaining the current technical and organizational structure and processes while also providing level 2 and 3 support to our internal and external clients. Selected Contributions:• Consistently provide level 2 and 3 support through ticketing system which documents each issue with detailed diagnostic process and resolution(Teamtrack/SBM/ServiceNow).• Provide in-house and onsite support as well as remote support(through LANDesk, Desktop Central, Teamviewer, and Apple Remote Desktop[or Remote Management]) for clients all over the country. This includes special projects such as the Augusta Futurity and NBHA.• Maintain a high level of customer satisfaction to internal and external clients. Feedback and customer satisfaction surveys are regularly received from the field(onsite and offsite).• Support both the PC and Mac platforms as well as the corresponding operating systems from Win3.1-Win10 as well as Windows NT-Windows Server 2012 and Mac OS 7.5-10.13 and various Mac OS server versions. Support included hardware and software issues including diagnostics and repairs of various desktops, laptops, smartphones, tablets, and printers. Support for common browsers for both Mac and PC. Support for Office 365 and earlier versions of the Office suite(both platforms). Support for network issues including TCP/IP, DNS, and other hardware and software connectivity issues.

Morris Communications Corporation is a national/international communications company comprised of newspapers, magazines, and radio stations here and abroad. They are also diversified into the online and cable markets. My position with Morris consisted of desktop and software support for both the onsite and offsite campus. Duties included maintaining and repairing of all types of computer systems including printers, fax machines, and a token ring network system. The support structure I was part of became what is now known as NMT. This same support structure began as mainly a local campus support entity but expanded to cover all the work sites that comprise the entire company stretching all the way to London and Paris. Selected Contributions:• Specialized in diagnostics and problem-solving with various hardware and systems relating to the operation of newspapers, magazines, and radio stations.• Reorganized the existing tech-shop and created a better structure for maintaining software and licenses and the processing of hardware and software purchases. This also included the reception and proper distribution of new computer hardware and equipment.• Assisted in the implementation of going from a local support entity to a more national and international support entity.• Engaged in projects including entire department moves and system upgrades, which effected multiple departments and the entire organization as a whole. This included working with other departments to get the deadlines met in a timely and efficient manner.