IT Professional fusing subject-matter expertise and proven interpersonal skills to advance company objectives with best-in-class internal/external support. Elevates corporate perception with top-rated customer service and problem resolution.
Consistently exceeded stated service-level agreements for key customer accounts ranging from $500K to $1.5M value.
Partnered with Internet service providers to ensure 99% uptime for deployment servers and clients nationwide.
Created technical/knowledge base articles to improve end-user understanding and expedite problem resolution 10%.
Achieved highest number of top customer satisfaction surveys for a 15-member regional support team each year.
Built videoconferencing computer prototype and outlined manufacturing process for launch that yielded $2M in sales.
Reproduced customer issues in-house and clearly outlined resolution steps for the implementation team.
Level 2 Technical Support Engineer — Supported propriety software, Active Directory, Exchange, SQL, and Identity Lifecycle Management products.
Led UK training session to instruct the European support team on company products.
Established and maintained servers for troubleshooting and testing purposes while performing quality assurance evaluations for product releases.
Oversaw SQL servers vital for product backend databases.
Delivered disaster recovery planning and testing.
Sr. Customer Systems Analyst / Bridge & Interface Specialist — Coordinated planning, implementation and support for software bridges and interfaces nationwide.
Collaborated with vendors to develop new bridges and interfaces between diverse practice management systems and company’s offerings.
Negotiated best bridge and interface pricing and availability for company and clients.
Managed interface projects for lab result transmission to doctors’ electronic systems.
Trained healthcare providers and teams on the use of the company products and demonstrated how they complied with the Affordable Health Care Act and HIPPA.
Acted as a field support representative to troubleshoot software and hardware issues.
PC Rollout Technician — Key member of PC rollout team tasked with replacing PCs, printers, and other devices for the five hospitals and other satellite facilities.
Migrated hundreds of users from Novell Netware to Microsoft Active Directory.
Converted users from Groupwise email to Microsoft Exchange and Outlook.
Performed customer support throughout the hospitals and facilities, including desktop configuration, printer setup, and software assistance.