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Work Background
Coates IT & Network SolutionsNetwork Administrator
May. 2024United States
WipfliSpecialist, Intergration & Transition
Sep. 2023 - Feb. 2024Southfield, Michigan, United States
Clayton & McKerveyTechnology Systems and Communications Manager
Jan. 2020 - Sep. 2023United States• Orchestrated the optimization of the organizational technological infrastructure, encompassing networks and computer systems, through the meticulous oversight of procurement, installation, and life-cycle maintenance, fostering a resilient and high-performance technology environment. • Spearheaded the seamless and secure operation of all IT systems, driving efficiency and reliability, and utilized advanced analytics and data insights to inform decision-making, elevating operational performance and responsiveness. • Championed the creation and execution of cutting-edge IT policies and protocols, encompassing Security, Acceptable Use, and Remote Worker guidelines, fostering a culture of innovation, security, and operational excellence.
GM FinancialRemote Center Manager - IO End User Computing
Oct. 2018 - Jan. 2020Greater Detroit Area• Recruited, selected, trained, assigned, scheduled, coached, counseled, and disciplined employees. • Recommended measures to improve customer support and computer equipment performance. Encouraged new ideas and created an environment that motivated employees. • Analyzed and resolved customer support problems or assisted workers in solving those problems. • Maintained appropriate inventory levels of laptops, printers, desktops, and supplies. • Effectively managed team members by providing leadership in order to deliver outstanding service to internal customers through team member development, education and development plans, goal setting and team building. • Guided team members in the documentation of problem resolutions and documented high-level technical problems. • Conducted trend analysis via reporting methods while monitoring and enforcing Service Level Objectives (SLOs) to ensure employees are meeting the expectations set by IT
GM FinancialSupervisor, IT Operations
Jul. 2017 - Oct. 2018United States• Conducted regular performance evaluations to identify and act upon any training or educational gaps. • Mitigated organizational risks by reporting existent or potential security issues. • Played an integral role on collaborative teams; provided expert provisioning and communication expertise with affected business units. • Trained business users on provisioning processes; broke down complex technical terminology for non-technical users. • Performed extensive data mining and reporting relating to statuses of user access to mission critical applications. • Managed and mentored 2 direct reports in daily efforts. • Functioned as a liaison with GMF Operating Departments when interfacing with our vendors and their tech support. • Managed technical equipment, to ensure proper installation, maintenance, and enhancements were in place. • Tracked projects, approving changes for operational services. • Ensured efficiency and provided a high level of service. • Partnered with department managers and staff to address technology needs. • Provided Tier 2 hardware and software support. • Purchased, deployed and maintained inventory of IT equipment for all US based GMF International Operations locations.
GM FinancialUS IO Service Desk Team Lead, Provisioning Analyst
May. 2016 - Jul. 2017Greater Detroit Area• Conducted regular performance evaluations to identify and act upon any training or educational gaps. • Mitigated organizational risks by reporting existent or potential security issues. • Played an integral role on collaborative teams; provided expert provisioning and communication with affected business units. • Trained business users on provisioning processes; broke down complex technical terminology for non-technical users. • Performed extensive data mining and reporting relating to statuses of user access to mission critical applications. • Managed and mentored 2 direct reports in daily efforts.
GM FinancialInternational Operations EUS Provisioning Analyst
Sep. 2014 - May. 2016Greater Detroit Area• Assigned and monitored user access management across central systems and domain infrastructure, e.g., Active Directory, SharePoint, Exchange, Oracle R11, R12, other BTS Systems. • Provided knowledge and assistance in the handling of routine and ad hoc reporting requests for the Provisioning team. • Conducted accurate evaluation of the level of security required and ensured adequate approval was in place for SOX and Non-SOX applications. • Prepared data access audits for all users as required. • Monitored movers and leavers, and made approved changes as requested. • Performed monitoring of user access to application and file servers in accordance with security and audit requirements. • Developed knowledge and expertise in various applications supported or monitored by the Provisioning Team. • Documented knowledge, lessons learnt and sharing with the Provisioning Manager. • Performed data mining and reporting relating to status of user access to mission critical applications, including the EAC process for central systems. • Assisted with departmental projects that relate to provisioning and communication with the affected business units. • Coordinated and assisted with investigations/analysis as required. • Trained business users on the provisioning processes and any relevant tools/interfaces.
Trinity HealthIS Helpdesk Clinical Support
Nov. 2012 - Aug. 2014Livonia, MichiganServed in a multifaceted technical role revolving around supporting IS systems, Microsoft applications, WAN, telecommunications, and clinical applications. • Diversified expertise to support and provide end-user training on a wide range of hardware and software. • Utilized root cause analysis to identify, isolate, and remediate technical issues on EMR/EHR software. • Built open lines of communication with clinical and administrative personnel in providing end-user support. EMR/EHR Software Support Cerner - Powerchart, Radnet, Surginet, Firstnet. Level One Support: Healthquest\Emdeon, Regassist, Chartmaxx, PACS, HealthStream, Claims Administrator.
Trinity HealthIS Help Desk Support
Mar. 2012 - Nov. 2012Novi, MIProviding support of IS systems, PC and Microsoft applications, mainframe, midrange, WAN, telecommunication and various clinical applications. Provide active directory, e-directory and i –Manager Support. Provide assistance concerning the use of computer hardware and software, including printing, software installation, and Microsoft Office. Identify, research, and resolve technical problems involving various EMR/EHR software used by clients nationwide.
Duncan SolutionsIT - Technical Support
Jan. 2010 - Mar. 2012Greater Detroit AreaProvided hands-on technical support and leadership to various organizational initiatives. Functioned as primary point of contact for technical issues for 3 separate locations. Provided both remote and onsite assistance. Conducted comprehensive training for personnel on newly implemented systems. • Proactively traveled to new client sites for build out\go-Llves on the East Coast. • Oversaw and managed Mitel phone programming for Milwaukee and Detroit employees. • Documented, tracked, and monitored ongoing problems to ensure timely resolution through the Manage Engine Plus Helpdesk ticket system. • Spearheaded development and implementation of robust knowledge base of “how to” documents for company’s software and hardware. • Functioned as Project Manager on server, hardware, and software installations.
MIST INNOVATIONSHardware Specialist/Project Manager
Mar. 2008 - Mar. 2009Greater Detroit AreaNetwork Design and Maintenance, Router Configuration, Intranet/Extranet Development, Hardware Development. Computer/Server repair/Upgrades & troubleshooting
Verizon WirelessSales Operations Assistant-Indirect Sales
Oct. 2003 - Mar. 2008Southfield MichiganSetting and meeting deadlines, coordinating launches, and facilitating communication between teams. Report Building and Data Analysis. Training Verizon Resellers on new Products & Procedures.
Advanced Networking GroupNetwork Administrator
Apr. 1999 - Feb. 2002Greater Detroit AreaResponsible for troubleshooting Windows 98, Windows 2000 & 2000 Server PC's. Performed hardware & software upgrades for Windows 98, Windows 2000 & 2000 Server PC's for client users. Local Area Network Administrator for client sites. Evaluated technology including hardware, software and networking products. Designed appropriate solutions for computer hardware and related systems software problems.
Advanced Web DesignSenior Web Designer
Jan. 1999 - Dec. 2002Greater Detroit Area- Website design. - Completed small to large-scale detailed projects. - Managed 5 employees and their website projects
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