Shealene V.

Experience

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  PeaceHealth

  Jan 2000 - Jan 2005

  HELP DESK SPECIALIST, INFORMATION SERVICES

  Provided hands on systems support for 600+ users within a five-hospital infrastructure in a NOC setting. Support of WN98/2000/XP, Office Suites, Antrim, Unix based platform. Clinscan, Applix, and other software packages.

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  Oregon Medical Group

  Jan 2005 - Jan 2008

  DESKTOP SUPPORT ANALYST/HELP DESK TECHNICAL TEAM

  Lead account manager for technical service and support of 5 large medical clinics in a 13 clinic infrastructure. Functioned as technical liaison between the IT department and clinic managers to assess their needs, complete site projects quickly, plan and execute software and hardware upgrades. Assigned as lead to research and develop a new help desk management software. Responsible for procedural and technical updates, product monitoring/support based on ITIL principles.

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  Catalyst Technology Group

  Jan 2008 - Jan 2010

  NETWORK SUPPORT ANALYST

  Responsible for the troubleshooting and monitoring both on the phone and remotely for 20 managed services clients in the Eugene/Springfield area in a fast paced environment utilizing the Kaseya platform. Developed and fostered strong customer focused relationships for the firm. Worked with end users using proactive customer service to identify and address their business technology needs. Assisted in the development and identification of improvement processes for the service desk. Quickly responded to trouble tickets, prioritizing user requests, and resolving complex issues. Show less

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  Symantec

  Jan 2011 - Jan 2016

  24x7x365 monitoring and management of thousands of backups for 13 high profile global customers from the banking, automotive, educational and aerospace sectors using NetBackup. Provide incident triage and documentation for backup failures, job restarts and hardware issues. Perform NetBackup policy modifications/restore requests in customer environments per strict SLAs. Providing a strong operational foundation of the managed services team for outstanding customer support. Lead tech on the site development and team documentation of the MBS Springfield knowledge base project. Show less Member of an advanced team that supports software for backup and recovery of critical data and system recovery for global customers in both public/private/government and military sectors. Log and track support calls within Salesforce and real-time point-to-point remote support using Webex. Specializing in support of backup and recovery for Sharepoint, VMWare, Hyper-V, MS-SQL. Troubleshoot and analyze system components, storage, security and network configuration. Gather, collect and analyze job logs and debug logs, for product and environment specific caused failures. Advised customers on best practices for DR. Show less

  • BACKUP OPERATIONS SPECIALIST, MANAGED BUSINESS SERVICES, NETBACKUP (Veritas)

    Jan 2013 - Jan 2016

  • ADV. TECHNICAL SUPPORT ENGINEER, BACKUP EXEC/SYMANTEC SYSTEM RECOVERY

    Jan 2011 - Jan 2013
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  Lan Tel Services Inc

  Jan 2017 - Jan 2019

  TECHNICAL SUPPORT ENGINEER | BUSINESS SERVICES

  Engaging and managing strong business relationships with customers to ensure high levels of service, response, and overall success of technical strategies from a managed services platform. Manage all aspects of IT design, implementation, administration, and support to ensure availability of all network assets for clients. Install, configure and maintain software applications, Windows operating systems, system administration, network hardware and network monitoring for a variety of business types. Show less

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  BestMed | Urgent Care | Primary Care

  Jan 2019 - Sept 2022

  Monitor and track controlled access programs to ensure implementation and viability of appropriate systems security policies. Provides detailed troubleshooting, maintenance, and end-user support for client hardware and software. Consults on a wide range of areas to identify technical solutions, provide analysis, design, development, and maintenance support for client hardware and software. Troubleshooting areas: Windows 10, 7, EMRs (eCW and Experity), Doxy.me, UpToDate, Dragon, O365, Azure, Webroot, Sentinel One, Meraki, GPO, Server 2016. Various peripherals that work with this software. Show less Developing, maintaining, and supporting IT projects to meet business and/or customer needs. Act as the point of contact to customers for ticket escalations beyond Level 1. Provide administration support and excellent customer service to end-users by responding to problem reports in a timely manner, providing helpful solutions, and directing the problems to the most appropriate support when needed. Work with hardware vendors, other technicians, and IT management to maintain stock level of peripheral devices needed for successful provisioning. Point of contact for department’s service desk software, design, modifications and upgrades. Show less Managed off boarding of terminated employees by removing access on emails and other apps in use by the user. Monitored and tracked controlled access programs to ensure implementation and viability of appropriate systems security policies, as well as the acquisition of IT security tools. Provided detailed troubleshooting, maintenance, and end-user support for client hardware and software. Consults on a wide range of areas to identify technical solutions, provide analysis, design, development, and maintenance support for client hardware and software Show less

  • IT SYSTEM SUPPORT LEVEL 3

    Jan 2021 - Sept 2022

  • IT SYSTEM SUPPORT LEAD

    Jan 2020 - Jan 2021

  • IT SYSTEM SUPPORT LEVEL 1

    Jan 2019 - Jan 2020
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  Icebox Performance built by Radiator Supply House

  Mar 2023 - now

  IT Administrator

  "We build the coolest part of your ride." Assisting an original "Made in America" company build a good, secure solid network for maximum performance and future operations. Transitioning from a past managed services based IT support model, to full inhouse technology support model.