Will Dickerson Email and Phone Number

• Service Now administrator and architect.• Project manager for Service Now enhancements.• Manage and deploy Service Now upgrades on production and sub-production instances.• Creation of new Service Now modules based on customer requests, and business needs.• Create and maintain documentation and use guides for custom modules.• New user training for Service Now. (One on one and group training.)• Kronos Time Keeping maintenance and administration.• Kronos InTouch device installation, configuration, and troubleshooting.• Kronos OptiLink maintenance and administration. • Management and routing of tickets for 30+ other business applications my team manages.• Manage my own time and daily tasks via Service Now and Mariner.

•Primary technician for physicians and clinical staff.•Maintained user database and security for Allscripts Enterprise EHR, Allscripts Practice Management, and Intuit Patient Portal.•Configure Allscripts Enterprise EHR and Allscripts Practice Management.•Create document and chart security and ran access audits when requested.•Create documentation for physicians and clinical staff.•Train new users on HMG applications. (One on one and group training.)•Managed my group’s requests and projects.•Point of contact for software go-lives, planned downtimes, and unplanned downtimes.•Install, maintain and repair computers for staff at all HMG sites.•Install computer peripherals, as needed by users, including printers, scanners, docking stations.•Diagnose computers via software tools and personal expertise.•Remotely repair software issues for users via DameWare, WebEx, RDP, and PC Anywhere.•Assist users and answer questions. •Relocate computers and peripherals for department and individual moves.•Manage users locations, and low level troubleshooting via Active Directory•Deploy and maintain iPads and related software.•Manage my own time and daily tasks via Service Now and Mariner.

•Primary technician for Administration and VIP clients.•Managed my group’s large volume requests and projects.•1st shift technician for software go-lives, planned downtimes, and unplanned downtimes.•Install, maintain and repair computers for staff on campus.•Install computer peripherals, as needed by users, including printers, scanners, digital cameras.•Diagnose computers via software tools and personal expertise.•Remotely repair software issues for users via WebEx, RDP, and PC Anywhere.•Assist users and answer questions. •Relocate computers and peripherals for department and individual moves.•Manage users locations, and low level troubleshooting via Active Directory•Deploy and maintain BlackBerry devices.•Deploy and maintain the hospital’s mobile computer carts.•Create documentation for end users and IT staff.•Manage my own time and daily tasks via Service Now and Mariner.

•Install, maintain and repair computers for store customers, faculty and staff on campus.•Install computer peripherals as needed by customers, including printers, scanners, digital cameras, iPods.•Diagnose PC and Macintosh computer issues via software tools and personal expertise.•Remotely manage sales floor and back office computers via Apple Remote Desktop.•Managed the department’s File Maker and file server.•As needed, ring up customer purchases using barcode scanners and computer system. Handle and count money, make change. •Assist customers and answer questions. •Supervise up to three student technicians and handle customer problems and complaints. •Maintain customer files, repair center records, and shipping reports.•Implement and manage work order queue via FileMaker. Ensure that completed work orders are closed and merchandise is returned to the customer. Follow up on unclaimed computers.•Manage computer hardware inventory.