Summary

Over 15 years of experience in helpdesk, IT support and network administration/ management. 

I'm currently looking for a technical support position, preferably in the healthcare field. I have a high level of proficiency in a broad range of technologies, outstanding customer service skills, and a reputation for delivering results.

Work History

Work History

Network Specialist

Jefferson County Public Schools

Managed installation, maintenance, and troubleshooting of LAN Novell Servers, providing support for 27 schools. Assisted with implementation of WAN serving sites. Instructed staff on new software.

Provided invaluable assistance for server upgrades and troubleshooting, making a significant contribution towards infrastructure objectives within the district.

Shortened the learning curve and improved the capabilities of staff members in new software through delivering instruction and easing the transition into new programs.

Network Manager

C&S Wholesale Grocers

Brought on board to maintain existing network and serve as the Project Manager for a Novell 3.12 to 5.0 migration, involving analyzing and designing new directory structure for anticipated growth and subsequent data migration. Traveled to various remote sites for migration activities.

Assisted in increasing revenues through C&S’ expansion into new markets in the Southwest, Midwest, and West Coast (with annual sales exceeding $8 billion) by building scalable, secure and optimized network. 

Coordinated all aspects of migration as sole Certified Novell Engineer on site,including design and testing, resource management, implementation, and go-live. Completed misson-critical project in 2 years.

System Support Specialist

Brattleboro Memorial Hospital

Provided Level 1 and Level 2 phone support and help desk ticketing (handling 15-30 calls per day), as well as Level 2 deskside hardware, software, and network troubleshooting. Managed full cycle of desktop and printer deployment projects. Contributed to rollout and support for Siemens Clinical Suite, mobile carts, tablets, and PACS workstations/ applications. Maintained working knowledge of Hospital Information System (HIS) workflow, HL7 , DICOM, Active Directory, SharePoint, and MS Exchange Administration.

Facilitated successful transition to electronic medial records by deploying new software/hardware and assisting with transitiontraining. Overcame initial resistance by helping employees understand the benefits.

Functioned as invaluable asset for transition from film to digital imaging (PACS), working closely with team, PACS administration, radiologists, and staff to understand radiology workflow and troubleshoot issues.

Created new file system structure for migration to new server, subsequently using MS migration tool to transfer data. Contributed to successful transition with only a few minor issues and zero data loss.

Constructed pilot SharePoint site for inter-departmental data sharing, interacting with key personnel in ED to ensure adherence to their needs. Highlighted functionality and usefulness of SharePoint for future needs.

Deskside Services, L2

Xerox/IBM

Contracted to Johnson & Johnson/McNeil Consumer Pharmaceutical. Initially worked for IBM; contract transitioned to Xerox July 2012.

Provide Level 2 deskside and remote support of laptops and desktops based on tickets and SLA agreements, handling an average of 15-30 support calls/tickets daily. Analyze and resolve broad range of hardware, software, and network issues within multi-domain enterprise environment using Active Directory, desktop imaging, SCCM/SMS, and remote desktop connection. Support global and local teams, assist in site infrastructure upgrade projects, and escalate issues beyond scope to appropriate professionals.

Redesigned deployment process to maintain quick turnaroundfor supplying contractors with laptops (site is under FDA Consent Decree and hires 6-8 contractors per week). 

Effectively handled 100% increase in employees-supported as the only support tech onsite. Created email support documents to send for common problems and instructional documents for new hires, saving time on both ends.

Streamlined tape backup methodology to save time and establish a consistent approach.

Earned praise and recognition from IBM managers for “exceeding all IBM service levels.”

Education

Education

B.A.

Pennsylvania State University

Skills

Skills

Technology Skills

Windows 7/Vista/XP; Windows Server 2003; VMware; Linux; IBM AS400; Novell 5.0; Active Directory; SCCM/SMS; Remedy ITSM; ServiceNow; MS Office 2007/2010; TCP/IP; LAN/WLAN/VLAN connectivity; Citrix/VPN/Web portal connectivity; Blackberry/mobile connectivity; MS SharePoint; MS Exchange; SQL; PHP, HTML, XML; Philips iSite PACS; Siemens Clinical Suite; HL7/DICOM; Lenovo/Dell laptops; HP printers

References

References

Frank Field

Our IT environment is fast-paced and extremely demanding…Lee’s quiet, positive demeanor combined with her strong work ethic is truly enjoyed and respected by everyone at this hospital…She has been the glue that has held our Helpdesk together and kept it going strong

Jon Farina

Lee worked directly for me for over four years…her calm demeanor and positive attitude made her very popular with our end users…was always willing to learn something new…Lee was a great team player with a personality and work ethic that made her a valuable part of our IS department.

Andy Kelly

Lee has provided technical support for Johnson & Johnson clients at the Lancaster, Pa. site for 3 years and I have had the pleasure of managing her for 2 of those years. Lee’s professionalism, technical expertise, and commitment to customer service are directly responsible for IBM exceeding all service levels at that site. This is not an easy task as Lee is the only technician at that location and supports over 200 clients. Aside from personal observation, I have received very positive feedback about Lee’s performance from peers, J&J clients and J&J management. Lee is self motivated, needs little direction, and upholds the high expectations from the clients as well as for herself. She is clearly a person who goes above and beyond the requirements of a position and would be a great asset to any team.