Victoria Chambers Email & Phone Number

Grayslake, Illinois, United States

Customer Support Specialist

 Led NOC Monitoring operations to ensure optimal infrastructure service delivery by overseeing Data Center Power & Cooling, Server Racks, Physical Security, Cameras, Fire Suppression, UPS, and Generators, leveraging advanced APC's StruxureWare technology. Provided support to Patient Portal Systems to resolve patient-reported issues with Epic MyChart and Meditech MyRecord. Resolved network incidents and service requests while adhering to SLA agreements and documenting tickets to ensure accuracy. Coordinated monthly downtime events, leveraging the Send Word Now application for swift communication with hospital staff. Trained operations staff on new procedures and systems to showcase leadership and promote a culture of knowledge-sharing. Produced comprehensive monthly EPIC reports for multiple Hospital Sites to showcase a steadfast commitment to data accuracy  Worked with various teams, escalated issues to vendors, and fostered transparent communication channels with stakeholders.Key Achievements: Ensured uninterrupted operations across two Data Main Centers and two co-locations, enforcing protocols to safeguard infrastructure. Monitored the network operations of 300 remote medical office facilities while supporting the Network Operations Center (NOC). Oversaw the infrastructure management of 12 hospital data centers and IDF (Intermediate Distribution Frame) network closets, ensuring their seamless integration and operation within the network ecosystem to improve the reliability of healthcare operations.

 Supported IAM (Identity & Access Management) security provisioning, managing individual access rights across medical software apps on 3rd Shift. Leveraged SolarWinds to swiftly detect, diagnose, and rectify network issues and outages, ensuring uninterrupted operations. Escalated system issues and facilitated Level 1 Communication protocols for system downtime to optimize communication pathways. Managed an array of software applications and hardware components, swiftly addressing issues to uphold peak service delivery. Championed the setup of UPS Network Equipment for Hospital Closets, bolstering the resilience of vital hospital infrastructure. Provided patient portal support for Epic MyChart and Meditech MyRecord to guide patients through activation and password reset.

 Facilitated the Network Operations Center's strategic direction, empowering a team of 12 Operators to deliver consistent support, ensuring seamless monitoring of applications and swift remote hands assistance for server and network engineering teams. Orchestrated the 3rd Shift Team's operations by proficiently providing prompt telephone and online support to both internal and external stakeholders, resulting in an impressive 95% customer satisfaction rating while resolving over 50+ calls daily. Excelled in providing comprehensive technical support and adeptly troubleshooting software and hardware challenges across various capacities, including as a distinguished Technical Support Specialist and Help Desk Analyst, accruing extensive expertise.