Chicago, Illinois, United States
Systems Engineer at Northwestern Memorial Hospital with over 7 years of experience in healthcare IT and technical support. Skilled in leveraging Microsoft Power Platform tools, including Power Apps, Power Automate, and Power BI, to design and develop cloud-based solutions that enhance operational efficiency. Experienced in authoring technical documentation, analyzing system performance, and supporting reliable IT infrastructure. Dedicated to fostering collaboration by building effective relationships with users and teams to drive technical excellence and deliver solutions. Holds a Certified Scrum Product Owner® (CSPO) credential and expertise in Agile methodologies, aligning with a focus on delivering user-centered, scalable technology solutions in a healthcare setting.
• Hands-on experience in designing and developing cloud solutions based on Microsoft Power Platform using Power Apps, Power Automate, Power BI, Power Apps Portal and Common Data Service • Author technical documentation for developed solutions • Develop solid technical competence for assigned services and systems while learning the integration and interaction of all supported services and systems. • Contribute to analysis and recommendations relating to performance and/or capacity of systems to ensure systems reliability for current and/or future use. • Provide third-level technical support for all NMH faculty. • Develop effective relationships with users and other IS team members to enhance the timeliness and effectiveness of technology solutions. • Shift easily among different technical and project roles as required by situation.
• Assisted with the consolidation of Northwestern Memorial Hospital Service Desk (NMH, Central Dupage Hospital) • Assisted email team with the hospital-wide migration to Office 365 • Conducted training for new employees & provide them with important information and resources as part of training procedures. • Authored training manuals for all new employee at the Service Desk. • Provide first and second-level technical support for all NMH faculty including Doctors, Nurses, HR, and Patients • Assisted with the jump-start of the IT walk-up service desk for Northwestern (Central Region) • Diagnose and resolve technical hardware and software issues. • Escalate issues as needed and maintained communication with the customer and Technical teams. • Extensively utilized Service Now to record and track issues. • Provide NMH faculty with remote technical support in a mixed Windows / Mac OS X environment • Composed documentation for specific reoccurring trouble tickets, applications, and configuration procedures • Manage Northwestern Memorial Hospital users in Active Directory • Support handheld devices such as; iPhones & Android
• Assist Wal-Mart email team with a worldwide migration to Office 365 • Provide remote technical support for thousands of users in mixed Mac/Windows environment • Support set up, registration of mobile equipment including smartphones and tablets running iOS, Android, Windows via Air-watch • Troubleshoot clients Office 365 issues on a daily basis, resolving 85% of the issues.
• Pioneered the creation of the IT walk up help desk • Provide second-level technical support for over 400 users in a mixed Mac OSX/Windows environment • Use Active Directory to reset passwords and add/remove computers from the network • Manage users, groups, and computers in Active Directory • Image, configure, update, and deploy PC and Macintosh laptops for new employees • Manage office telephony VOIP system, maintain phone tree, setup new accounts, work directly with vendor for troubleshooting and maintenance • Facilitated the reorganization of the Chicago office employee phone directory • Composed documentation for specific reoccurring trouble tickets, applications, and configuration procedures • Support handheld devices such as; iPhone, and Android • 1st responder for all help desk support emails/tickets submitted from users with an average 5 min response time • Assisted email team with the Chicago office wide migration to the cloud • Redesigned new hire sheets for both Havas Worldwide and Media