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American Fork, UT Street Address
EMAIL AVAILABLEPHONE NUMBER AVAILABLE Experienced: 25 Years installing, configuring, and troubleshooting MAC and Windows compatible computers hardware/software Leader: 10+ years managing large teams in internal support centers by training, developing, and problem solving Proven: Successful track-record planning, implementation, and completion of large projects Skilled: Expert in operating systems and applications ranging from Microsoft, and Medical Software/ Devices & hardwareWork ExperienceClinical Informatics AnalystIntermountain Healthcare (IHC) - Salt Lake City, UT May 2017 to November 2023 Led a team of 12 responsible for problem solving, system trouble shooting, system productivity projects Managed process improvements systemically improving client / provider experience eliminating thousands of broken orders. Quality Assurance Leader-tested and validated code for new version upgrades, ensuring right-the- first-time deployments. Order Systems SME--System upgrades based on client feedback and specification Earned ITIL CertificationSenior Technology EngineerCerner Corporation - Kansas City, MONovember 2011 to April 2014 Led installation, configuration, and integration of the latest and greatest software and hardware solutions from our vendors Led system and equipment QA of clients to ensure successful conversions to newly acquired technology Managed demo process for CareAWare Solutions and equipment for tradeshows, client sales, and presentations Managed 3 rd party vendor relationships for software and hardware upgrades, and providing solutions for system integration Led installation, configuration, and integration of the latest and greatest software and hardware solutions from our vendors Led system and equipment QA of clients to ensure successful conversions to newly acquired technology Managed demo process for CSenior Systems EngineerJuly 2006 to November 2011 Designed, built, and implemented the demo process of Cerners latest innovations in Software/ Hardware solutions Supported on-site innovation center to ensure successful execution of client visits and demonstrations Supported executive cabinet for all internal presentations to the company PC/LAN Support CommunicatorDowney Savings & Loan - Newport Beach, CAJuly 2006 to July 2008 Planned and implemented corporate wide application installations and upgrades Configured and distributed loan processing/origination software using written batch files and remote software Intel Landesk. Improved system efficiency by testing and comparing software and hardware performance issues Associate SupportSeptember 2003 to July 2006 Promoted to Team Lead after one year, managing 14 associates Improved call support by decreasing call wait times and Service Request closure time through better training & coaching Solved customer issues related to personal hardware/software Tier 3 MSN Technical Support AdvocateTeleperformance USA - Salt Lake City, UTJanuary 2003 to June 2003 Received exceptional ratings in all areas when QA evaluations were implemented Promoted from Tier 1 support to Tier 3 support after only three months Fielded tier 3 support calls for MSN customers dealing with both narrowband and broadband issues. Credit AnalystNetgateway - Newport Beach, CAMarch 2000 to December 2000 Performed system maintenance on PC and MAC OS systems and installed and configured NT 4/0 and Windows Servers Improved overall production, performance, and compatibility by testing compatibility and working with third party vendorsPC CoordinatorChicagoJuly 1998 to March 2000 Planned and implemented corporate-wide OS upgrades from Windows 95 and WFW 3.11 to NT 4.0, including remote and in-store branches. Provided technical support for over 2500 PC workstations locally and remotely throughout California, Arizona, and ChicagoPC/Help Desk SupportL3 Communications - Salt Lake City, UTMarch 1998 to July 1998 Performed system upgrades on PCs from windows 3.11 to Windows 95 and NT 4.0. Provided general troubleshooting and PC support for clients developing and programming a wide variety of computer chips and aviation computer-related hardware EducationUtah Valley State College - Salt Lake City, UTJuly 1998Skills Software Troubleshooting Systems Engineering Help Desk Technical Support Software Testing Operating Systems Microsoft WindowsCertifications and LicensesITIL Certification