• Maintenance, documentation, and troubleshooting of Windows 200x Primary and Backup Domain Controllers, DHCP, DNS, WINS, print servers, and file servers, including backups, patches and antivirus updates
• Troubleshooting, updating, and maintenance of network switches for all branch offices
• Heavily involved in core database updates and patches (Fiserv, Open Solutions, Inc.)
• Responsible for new server deployment (physical and virtual) for all branch offices, including documentation
• Responsible for VMWare Data Recovery and Acronis backups
• Responsible for troubleshooting and patching Internet banking check and statement imaging system (Fiserv Director)
• Research, implementation, and maintenance of email encryption (ZixCorp)
• Research, implementation, and maintenance of HelpDesk ticketing system (Track-It)
• Research, implementation, and maintenance of network fax solution (FaxFinder)
• Currently researching replacement for custom Intranet package
• Working with vendors and ISP's for resolution of IT and internal employee issues
• Ensured consistent, reliable and timely delivery of support services to office and various branches
• Creating and maintaining documentation of various procedures, including use documentation

• Maintenance, documentation, and troubleshooting of Windows NT / 2000 / 2003 Primary and Backup Domain Controllers, DHCP, DNS, WINS, print servers, and file servers, including backups, patches and antivirus updates
• Setup, deployment, backup, documentation, and troubleshooting of desktop and laptop machines with Windows 2000 Professional and Office 2003
• Troubleshooting and maintenance of switches and hubs, Nortel Phone System, and MS Access databases
• Working on various projects for main office in Michigan
• Ensured consistent, reliable and timely delivery of support services to office
• Maintenance of weekly communication to management team on all tasks, and also to main office in Michigan
• Working with vendors and ISP's for resolution of customer issues
• Troubleshooting, repairing and resolving all printer issues
• Implementing SOP's on software, hardware, and computer equipment sign-out and created central license and serial number archive and repository for organization
• Responsible for various facilities-related building functions, including outside vendor communications and budgeting
  

• Installation, setup and maintenance of Windows NT / 2000 Primary and Backup Domain Controllers, print servers, file servers, backup systems, and DHCP, DNS, WINS servers
• Installation, setup, and maintenance of Citrix MetaFrame 1.8 / XP servers, Cisco Routers and Firewalls, SonicWall firewalls. VPNs, and wireless technology
• Performing security and network audits for customers, recommendation of security and backup policies and procedures, SOP's for software and hardware
• Setup and troubleshooting of desktop and laptop machines with Windows NT / 2000, Windows 95/98/Me, TCP/IP, printing, user, software and hardware issues for customers
• Working with vendors and ISP's for resolution of customer issues
• Included in rotation of 24x7 on-call pager
• Determining customer's present needs, and anticipating future needs
  

• Installation, setup and maintenance of Primary, Backup Domain Controllers, main file server, VPN server, Email server, DNS, WINS, and DHCP servers, firewall, backups, and networking equipment
• Implementation of Enterprise-wide Anti-Virus solution, and security policies and procedures
• Organized transition to an externally hosted mail system from the in-house solution
• Upgraded network hardware from hubs to switches, and cable from coax to fiber optic
• Setup and maintained servers at remote office sites (New York, Portland, etc)
• Troubleshooting TCP/IP, Windows NT network, printing, user, software and hardware issues
• Setup and troubleshooting of desktop and laptop machines with Windows NT / 2000, Windows 95/98
• Created central license and serial number archive and repository for organization
• Implementing SOP's on software and hardware ordering and inventory
  

• Troubleshooting TCP/IP, Windows NT network, printing, user, software and hardware issues, clustering, IIS 4.0 web farm, SQL 6.5 database servers, and ODBC connections
• Installation, setup, maintenance and backup of DNS, WINS and DHCP servers, Primary and Backup Domain Controllers, IIS web servers, SQL database servers, and file servers
• Setup and troubleshooting of onsite conference LANs
• Programming router to route new IP addresses
• Supervised desktop support person for troubleshooting issues
• Authored technical information documents
  

Lead Operations Acceptance team in Change Management responsible for enterprise wide validation of high profile VoIP infrastructure implementations.

• Managed Ops Acceptance VoIP business line to improve first pass yield by 90%, and reduce changed induced incidents by 50%.
• Created Quality Assurance University with over 20 classes to address load balancing, on-boarding, and reduce change incidents.
• Led bi-weekly scrum planning meetings to developed web-based dashboard for access to reporting and scheduling.

Provided project management services and IT infrastructure consultations to various care organizations in clinical environments for implementation of systems biomedical products.

• Realized over $2 million in revenue by completing capital projects on time and under budget.
• Provided process improvement consultations to improve clinical workflow processes and efficiency by 50%.
• Led the implementation teams and care teams to improve patient outcomes by 65% and monitoring by 99%.

Strategic arm to C Level Leadership for Los Angeles Service Area by Consulting and Managing Projects for Business, Clinical and IT departments.

• Managed large scale Voice over IP migration project for hospital campus affecting over 4000 assets and networking devices.
• Created a strategic committee responsible for consultative services to improve service gaps by 50%.
• Managed Digital Whiteboard Project that increased efficiency by 60% with savings of over $200,000.
• Led Interactive Patient Care initiative to improve inpatient service scores by 20% and reduce readmits by 20%.
• Improved efficiency for Inpatient In-basket  by identifying bottlenecks and reallocating labor to improve time in queue by 40% and absenteeism by 30%.
• Managed All in One PC process improvement project to realize 25% cost savings and 40% process efficiency in asset deployment.

Provided IT Service Management for Service Area and supported infrastructure, desktop/ server, and biomedical utilizing ITIL methodologies for inpatient, outpatient, ancillary, and C Level.

• Consulted and provided IT Service Management for business and clinical departments with 100% customer service scores and 150% resolution rates and output.
• Utilized Data to seek opportunities for improvement to increase resolution rates by 40% and efficiency by 25%.
• Piloted Tele-Health initiatives for service area to test market opportunities based on Care Reform.

Provided full support for Kaiser Permanente IT assets, network, applications, and data centers across the United States.

• Presided over escalation and manganed bridges for incidents to facilitate resources and prevent financial and patient care impact.
• Created a support training course and documentation that increased efficiency by 20% and resolution rates by 60% by using data to show and addressed skill base deficiencies.

Led Attractions Operations Critter Country Area consisting of 100 employees, 5 supervisors and 7 trainers.

• Oversaw seasonal labor and equipment budgets that included 10% in labor savings and 30% optimization in process.
• Created an inventory tracking process that eliminated empty inventory levels by 100%.
• Optimized Fast Pass location to calculate virtual queuing utilization rates at 75%.
• Managed projects to address capacity to decrease complaints for the area by 15% and increase efficiency by 23%.