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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Profile of Qualifications


         Detail-oriented IT Support Specialist possessing 25+ years of experience providing technical support and steering IT projects to an on-time completion.

         Expert level knowledge of application support, service delivery and disaster recovery.

         Seasoned in leveraging strong interpersonal skills to simplify complex technical concepts.


Key Areas of Expertise


   Technical Support

   Project Management


   Quality Assurance

   Risk Mitigation



   Process Improvement


Professional Synopsis


Cleveland Clinic Foundation, Cleveland, Ohio 2009-Present

Enterprise Messaging Engineer; Information Technology Division (2014-Present)

         Demonstrate expert level technical skills while performing enterprise level management of Microsoft Exchange accounts and e-mail solutions.

         Strategically manage vendor relations with well renowned organizations, including CITRIX, Apple, Verizon Wireless and Vox Mobile.

         Lead complex deployment projects, including iPhone administration / upgrades and MDM replacement.

         Utilize strong leadership abilities to provide training and mentorship to Interns; contribute extensively to acquisition of new skills.

         Serve as lead for reporting / documentation operations and technical escalations.

Environment: Email applications (MS Exchange), AxWay Security, Active Directory, CITRIX XenMobile MDM, Apple iOS, Lync/Skype Deployment, Outlook, MS Server 2008, 2012 & VMWare

Systems Administrator; Pharmacy Information Systems (2011-2014)

         Fulfilled key Systems Administrator role responsible for providing Windows OS, Active Directory and application support for hospital network.

         Delivered top-notch support to end users of VM Ware, Polycom Video Conferencing, Active Directory and Windows server.

         Strategically identify / mitigate risks, perform troubleshooting and complete basic server administration.

         Streamlined desktop image management processes, resulting in a 40% reduction of post-image effort / time.

Environment: Windows XP and 7 desktops, Ghost Image Management, MS Office, MS Server 2008, 2012 & VMWare.

Systems Administrator, Main Campus nursing units (2009-2011)

         Leveraged technical expertise to successfully provide support and perform troubleshooting for end users across main hospital campus.

         Successfully completed installations, performed migrations and created semi-annual disaster recovery exercises.

         Contributed extensively to on-time completion of various projects.

Environment: Hospital desktop applications in general, Windows XP and 7 desktop support, MS Office, printer support, scanners, basic peripherals & bio-metric device deployment and support.




Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000 xxx-xxx-xxxx


Agilent Technologies, Santa Clara, CA 1999-2009

IT Specialist

         Exemplified strong technical and leadership skills while managing projects and providing support for global manufacturer of electronic test / measurement and life sciences technologies.

         Associated duties included management of desktop hardware refresh projects, wireless broadband deployment and data-mining / reporting.

         Assumed role as asset reporting lead responsible for developing / running queries to analyze / report leased asset activity.

         Steered POD Cast program project to an on-time completion; responsible for developing, producing and delivering monthly POD Casts to 1,000+ employees.


Previous Positions:

Hewlett-Packard Co., Palo Alto, CA 1986-1999

IT Specialist (1994-1999) | IT Helpdesk Agent (1997-1999) | Telecommunications Support Lead (1994-1997) | Support Agreements Administrator (1986-1994)


Education & Professional Development


Bachelor of Science in Business Administration, Emphasis in Computer Information Systems

University of Phoenix, Phoenix, AZ

Coursework Completed, Cuyahoga Community College; Western Campus; Parma, OH

Coursework Completed, Baldwin Wallace College; Berea, OH

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