Yyyyyy x. yyyyyy

Senior Technical Support Specialist

Customer Service Excellence ~ Networks ~ System Administration ~ Team Leadership

Disaster Planning & Recovery ~ IT Procurement ~ Troubleshooting ~ EHR Software

         Solid experience in a vast range of IT arenas such as networking, system administration, technical support, hardware/software installation, upgrades, IMAC (install, move, add, change), PC repairs, and vendor relations.

• Consistently ensure unrivaled customer satisfaction through transparent communication and cooperation.
• Adept at network and system performance tuning and proactively applying disaster recovery strategies and contingency plans to safeguard vital company information.
• Possess advanced capabilities in scrutinizing, diagnosing, and rectifying challenging technical issues, and thoroughly documenting procedures for prompt and effective resolution.
• Excel at installing, configuring, and maintaining all types of hardware, software, and peripherals.

         Extensive talents in remote support, field support, interpreting network diagrams, and dealing with vendors.

         Disciplined, methodical and dependable, with strong customer relations and troubleshooting capabilities.

Communicare Health Center, San Antonio, Texas, 2013 to Present

EHR Systems Administrator / Network Administrator / EHR Application Technician

         Brought on board full-time following nine-month contract with Robert Half based on outstanding performance.

         Spearhead provisioning, installation, configuration, upgrades, back-ups, and maintenance of hardware and software supporting network infrastructure, servers, virtual environment, and desktops.

         Research, evaluate, and recommend technologies to enrich daily productivity and reduce expenses.

         Constantly monitor servers, applications, and services to ensure high availability and integrity of data.

         Participate in proactively developing, implementing, testing, and maintaining server-level DR plans.

         Accurately determine IT needs, devise network and computing infrastructure plan, support IT personnel in management of deployed network systems, and expertly maintain EHR (electronic health records) software.

         Communicate and negotiate with vendors for budget-compliant procurement and maintenance of technology and services related to information systems.

         Implemented OTech and Phreesia check-in solutions to streamline patient flow and maximize payments.

GMAC / Ally Financial / Matlen Silver Consulting, San Antonio, Texas, 2012 to 2013

Production Technologist II / Network Operations Technician II

         Received and coordinated millions of dollars in Ally assets for integration within new data center and played a pivotal role in asset management.

         Performed rack and stack installation and configuration of countless network data center devices.

         Installed extensive components and systems encompassing network cabinets, Cisco switches, HP servers, cabling, hard drives, memory modules, and load balancer.

         Seamlessly migrated SharePoint network build requests into practical Microsoft Excel spreadsheets.

         Closely partnered with network architects and engineers in efficient installation and build of network equipment.

ProActive Business Solutions Inc., Oakland, CA, 2011 to 2012

Lead Support Specialist

         Championed relocation of data center servers/equipment and desktop equipment for multiple projects at Microsoft, Rambus, Kabam, Motorola, Symantec, Maxim, Intersect, Lawrence Berkley National Laboratory, BlackRock, AECOM, Graebel / Stryker, and Twitter.

Continued ►

Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2

         Applied strong leadership talents toward directing, coordinating, and motivating high-performing team members.

         Fostered close cooperation among multiple vendors to expedite transitions requiring efficient relocation and installation of servers, switches, routers, storage devices within a data center environment.

SAIC / Life Technologies / Insight Global, Inc., Foster City, CA, 2010 to 2011

Senior Site Support Specialist

         Ensured critical business continuity by providing front-line support to end users for PC, server or mainframe applications, and hardware via installations, repairs, and preventative maintenance.

         Joined forces with network services, engineers, and developers to restore service and/or identify core problems.

iComputeIT Enterprises, New Braunfels, TX, 2005 to 2009

Senior Field Support Technician

         Traveled to client sites to assess, diagnose, and resolve issues with networks, desktops, telecom systems, laptops, Blackberries, and servers.

         Performed in-depth troubleshooting and problem resolution on both Windows and Mac platforms.

         Installed and administered SharePoint, Active Directory, and Domain Controller Enterprise Server.

World Savings Bank / Wachovia (Signature Consultants), San Antonio, Texas, 2007 to 2008

Field Support Technician II

         Installed and maintained PCs, hardware, printers, cabling and software, trained new technicians, and performed staging of equipment to load operating systems and bank-authorized applications.

         Winner of several awards for achievements in delivering outstanding customer service, exceeding expectations, and swiftly responding to technical emergencies.

Groupware International, multiple states, 2004 to 2005

Senior Field Support Technician

         Traveled extensively to support cable and ISP systems, perform installations, and configure laptops, desktops, peripherals, networks, Wi-Fi, and VoIP.

American Home Craft Inc., Sacramento, CA, 2003

Senior Systems Engineer

         Built call center from scratch comprised of 101 workstations, purchased all desktops, printers and peripherals, and provided broad-based technical support for infrastructure, systems, and telecom equipment.

         Configured TCP/IP, installed O/S, and configured desktops for remote IT service and shadowing.

         Proficiently maintained enterprise network systems supporting WLAN Wi-Fi.

         Authored scripts for call center representatives to use in communications with potential customers.

         Created Ghost images to facilitate quick installation and configuration of desktop computers.

         Performed remote phone monitoring of call center representatives to achieve quality assurance goals.

Prior Background:

Field Technician III, Nortel Networks, Santa Clara, CA, 2002 to 2003

Technical Support Tier III, @Home Network / Excite@HomeNetwork, Redwood City, CA, 1999 to 2001

Field Engineer Tier II / Technical Response Center, Cisco Systems, San Jose, CA, 1995 to 1999

Hardware: Mac Pro, iMac, Dell, Toshiba, Sony, IBM, HP, RAID Configurations / Controllers, USB Boot Devices, iPhones, iPads, enterprise network IP printers, Norstar, HP ProLiant DL360 G7, HP ProLiant DL380 G8, HP ProLiant DL385, HP C7000 Blade Chassis, Enclosure Server

O/S: Windows XP / 7 / 8, DOS, UNIX, Linux Mac OSX Lion, Parallels Desktop

Networking & Protocols: LAN/WAN/Wi-Fi/DSL/Cable/T1-3, Cisco VoIP, IP, DNS, DHCP, SMTP, FTP, SSH, RIP, OSPF, BGP, RSTP, NAT, PAT Cisco iOS, firewalls

Software & Tools: BlackBerry Enterprise, Altiris Deployment Service, Ghost imaging, Symantec Endpoint Protection, AVG, Trend Micro, McAfee, Spybot, Total Defense, Malwarebytes, VNC, Lotus Notes, Cloud Services, Remedy, Clarify, SAP, Live Meeting, Adobe CS6, FrontPage, Microsoft Office (Excel, Outlook, Word), Windows Server 2008, Exchange Sever, SharePoint, Veritas, Quantum, Active Directory