Manager - IT Helpdesk and Application Support
Omnicell Inc
Total des années d'expérience :18 years, 8 Mois
PROFILE:
Highly personable, results oriented professional with over 18 years of experience in Helpdesk, Technical Support, Customer Service and Management.
• Accomplished technical professional with broad background and experience in IT, Field Engineering and Customer service.
• Proven leadership skills in managing outsourced services, vendor negotiation, service contracts and maintenance planning.
PROFESSIONAL EXPERIENCE:
Omnicell Inc. - MWO Aug 2010 - Jun 2013
Manager - IT Helpdesk and Application Support
Responsible for managing Technical Assistance Center Level I group to ensure customer’s issues and technical problems are resolved promptly. Monitored and mentored staff. Implemented procedures to meet the SLA.
• Managed TAC team of 20 direct reports + 20 Outsourced resources that provided Tier I and Tier II, Windows and Windows based software application and hardware support to US and International customers 24*7 in healthcare environment
• Hired, trained, mentored and developed TAC engineers in fast pace, high call volume, highly technical environment. Revamped the team through focused hiring, targeted training efforts and the use of best practices.
• Managed 3rd party sub-contractors and other vendors (technical and non-technical) and monitored their performance throughout the implementation.
• Project managed multiple large IDNs. Installation of software, hardware equipment. Prepare service strategy with customer, worked with hospital staff to prepare for transition, trained super-users, administrators, supported them during and after installation.
• Part of the Customer facing Care group, visited hospital/healthcare providers, identified issues and secured resources to resolve those issues.
• Create downtime procedures for business partners and secured resources. Successfully executed the plan for scheduled and non-scheduled downtimes.
• Created and maintained policy documentation and procedures for ISO and HIPAA standards for Supportdesk.
• Implemented policy for CAPA and provided patch management. Successfully deployed software and critical patches for multiple versions of software. Ensure RFP process was followed by all involved.
• Manage and coordinate production environment change management process. Created and maintained the DR plan for TAC.
Managed escalated issues of customers and involve departmental and outside of departmental help when needed to resolve the issues.
• Monitored the daily stats of call volumes, hold and call back time, overflow, abandon percent and allocate resources as needed to meet the daily composites scores and CSAT. Ensuring quality solutions for healthcare customers in a timely fashion meeting the SLA.
• Increased efficiency of engineers to 50% from 38% by implementing policies and daily monitoring and mentoring of the staff.
• Formalized the Incident Management and Ticket Management process resulting in 40% reduction in open tickets as well as a 1.2% (8.95 from 7.75) increase in CSAT.
• Identified a vendor and negotiated a contract with a DR center. Planned and executed multiple worst case scenario drills
• Identify a vendor, helped with negotiation and relocation of back up servers to Co-Lo.
• Helped with installation and contract negotiation of a back-up generator and ensured smooth kick off during power down time.
• Procured new ACD system, negotiated the contract with vendor and Project Managed it for the support desk. Part of the 3 member team that recommended the software after many demos from different vendors.
• Provide direct daily supervision including hiring, training, evaluation, scheduling, approving time offs, coaching and counseling of direct reports.
• Help create a Technology learning program for support staff.
Omnicell Inc. - Omnicell India Jan 2008 till Nov. 2010
Manager - Omnicell India Operations
Managed all Omnicell India Operations. Worked with Corporate and MWO organizations on daily basis ensuring smooth running of OCI.
• Managed Omnicell India Operations (IT, TAC, HR)
• Responsibilities include project management, process analysis, documentation, application support, configuration and training.
• Simultaneously managed multiple departments and projects/assignments with typically high degree of complexity and change management component across day/night time zone.
• Managed IT resources and the team of systems and network support staff who supported 24*7 operations, servers, network services and client expectations.
• Planned long-term hardware and software needs. Identified system obsolescence and planned to procure equipment to meet workload and personnel needs.
• Procured HP blade servers, hardware firewall, cisco switch and routers and coordinated the effort to get them installed and configured with minimal downtime.
• Oversaw the selection of an outsource vendor and deployed higher bandwidth MPLS and a back-up Internet connection with a better uptime and security and a cost saving of 10%.
• Evaluated network and system needs with Corporate IT. Initiated and implemented a wireless network on all floors.
• Initiated, planned and completed IT server room project move to different floor.
• Ensure smooth transition of projects to IT services and other owners upon completion
• Program managed with Engineering multiple automation tools for Field and Supportdesk.
• Helped developed NDA for outsourced staff. Created annual development programs for employees.
• Managed TAC and Interface resources (20employees).Develope and manage the SLA’s for various implementations and monitored them to ensure these SLA’s are being met Supportdesk and vendors.
• Dealt with STPI, Tax, Customs and other government agencies for different needs.
• Responsible for OCI Finance and worked with Corporate to insure transparency and managed financial resources
• Worked with HR on day to day employee related issue. Helped interview, prepare offers and hire new employees
• Lead the monthly continuous improvement discussions with team leads and other managers.
• Point of contact between Engineering staff, OCI and Corporate.
Omnicell Inc. - Omnicell India Aug 2006 till Jan 2008
Manager - IT Interface & Application Support
• Managed the IT group. Responsible for IT Customer Service, Network Administration, IT operations supporting Windows based laptops, desktops and servers.
• Managed the Network support group. Responsible for supporting the LAN/WAN, routers and switches.
• Planned the layout of the floors as per the need of the departments.
• Executed the plan as per the requirement on 3rd and 4th floor.
• Awarded service contracts to sub-contractors.
• Interviewed, hired, transitioned and managed SureMed and Interface support from Outsourced company to Omnicell India.
• Planned and implemented new product launch and Advance Alert system support. Worked with Engineering and helped develop the alerts and software agent to be monitored by enterprise servers.
• Hired and managed Advance alert team.
• Designed and implemented remote system management program.
• Provide direct daily supervision including hiring, training, evaluation, scheduling, approving time offs, coaching and counseling of direct reports.
• Managed quality nonconformance process from initiation through closure ensuring Engineering, QA and Released products team complete remediation actions within required timeframe.
• Managed escalated issues of customers and involve departmental and outside of departmental help when needed to resolve the issues.
• Worked with Field Ops, Service Contracts and Support on EOS/EOL support plan for legacy systems.
• Transitioned and managed Interface Analysts support from engineering to TAC
• Provided guidance to Facility manager on day to day operations.
Omnicell Inc. - MWO Jan 1999 till Aug 2006
Sr. Technical Support Engineer
• Technical Support Engineer for SureMed systems
• Technical Support to Customers by analyzing their needs and requirements.
• Conducting needs assessments and translation of assessment into specifications and functional requirement.
• One of the first Engineers to be trained on Omnicell core product line as a transition to new technology.
• Worked as Sr. Tech Supp. Engineer picking up triaged escalations from L1 and Field Support.
• Trained and Mentored new L1 engineers
• Documented procedures and technical system specification. Wrote Technical work instructions.
• HL7 interfaces (ADT/CHG/RXP/ORD/IMU) - Installation, Configuration, Implementation &Troubleshooting.
• Launched KB for the support. Standardized, submitted, evaluated and approved KB articles.
• Managed various high profile customers including B&W, NYU, Vanderbilt, U of MI, CHW, Mass.Gen and Advocate Christ hospitals.
• Steadily worked with numerous vendors including Meditech, Siemens, McKesson, CPSI, Lawson, Cerner, Epic and others. Used XSLT, XML, and Omnicell's Interface Engine to execute custom interfaces. Conducted deliberations on one-on-one HL7 specifications between Omnicell and other applications.
• Administrative tasks on Omnicell servers on customer sites.
• Heavy involvement in conference calls/meetings with customers and Omnicell Engineering dept.
• Accumulated and submitted feature requests and identified software bugs.
• Assisted in Alpha and Beta product testing. Provided technical input for new products and software release.
Baxter Healthcare Mar 1999 - May 1999
Product Support Engineer
Round Lake IL
Primary job responsibilities included: • Product Support for Baxter's proprietary SureMed systems in IV systems division. Hardware and Unix Software
• Troubleshooting, configuring of automated dispensing medication systems at hospitals.
• Performed upgrades, installations of SureMed software on client systems.
• Supported over 20K users and 900 clients through-out U.S
• Remote diagnostic of software and hardware issue.
• Installation of Y2K patch.
• Rectifying network and communication problems, desktop troubleshooting.
• Differentiate between hardware and software issues. Dispatching TSE for hardware issues.
• Worked with Baxter's Field Engineers on new installation of equipment
• Data migration from hospital legacy systems into SureMed servers.
American Dispatch Inc April 1996 - Mar 1999
Desktop Support
Mount Prospect IL
• Helped developed American's automated dispatch system
• Maintained servers and desktops.
Libertyville Toyota Nov 1994 - Mar 1996
Finance/Lease Specialist
Libertyville IL
• Worked as finance and lease specialist with dealers, customers and finance managers in approving sales and lease deals.
BSC in Computer Science Diploma in Civil Engineering MCSE - NT4.0, Win2000, MCP, MCSA Unix Certification Network/Systems Engineer Certification A+ Certification Key Accomplishment • Leadership Award in NFM 2007
