Arthur T.

Experience

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  Allscripts

  Aug 2010 - Dec 2016

  Desktop Support Technician

  Between 2010 and 2016, I provided technical support for client PCs (macOS and Windows), ensuring minimal equipment breakdowns and continuity of operations for hospital and office locations.Some of my contributions include:➥ Served as go-to resource for C-level executives, providing white glove service and technical support within the corporate HQ in Manhasset/New Hyde Park, NY.➥ Recognized by peers and executives for outstanding soft skills (including exceptional customer service). ➥ Replaced decommissioned computers for the Marketing Department; set up and installed 6 new Mac Pros on a $20K budget. ➥ Managed and administered computer/user accounts.➥ Leveraged CA Service Desk to resolve user-impacting issues and streamline issue resolution times.➥ Recognized with the "Employee of the Month" Award (October 2011) for demonstrating strong proficiency in technical troubleshooting and timely ticket management.➥ Reduced a backlog of 250 open tickets down to 12 across 10 facilities. ➥ Personally closed 37 open tickets in 2 days. Show less

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  Northwell Health

  Dec 2016 - Nov 2023

  System Engineer

  I joined Northwell Health System in 2016, where I orchestrated systems engineering efforts – from patch management to application packaging for field service usage, macOS administration, and technical support. I ensured IT infrastructure met key goals for reliability, scalability, security, stability, and performance.Some of my contributions include:➥ Developed, managed, and maintained standardized Windows 10/11 images which were deployed across 75K+ PCs. ➥ Served as Microsoft DISM expert; drove efforts to enhance deployment efficiency and maximize the tool’s value, utility, and performance.➥ Oversaw Windows patch management procedures; employed HCL BigFix to enhance system security and performance. ➥ Deployed Windows patches gradually to incrementally larger subsets of PCs (from 60 to 200, 5K, and 69K).➥ Managed and administered user/machine accounts using Active Directory.➥ Employed VMware Workspace One and JAMF to ensure seamless application deployment and administer the macOS operating system.➥ Leveraged HCL BigFix to package and deploy applications with minimal disruptions to operational workflows.➥ Employed ServiceNow Ticketing System to ensure timely ticket management workflows.➥ Managed environment encryption using Sophos Safeguard Management Center.➥ Administered the Microsoft System Center Configuration Manager tool to ensure smooth application/operating system deployment.➥ Troubleshot technical challenges with systems or applications.➥ Developed a 5-year plan to resolve significant technical issues for the Finance Department. ➥ Provided a recommendation to migrate a 30-year-old MS Access database to Microsoft SQL. ➥ Highly skilled in overcoming resistance to change to ensure maximal adoption of new ways of working.➥ Employed BigFix to deploy Windows patches to the environment and maintain existing machines.➥ Leveraged SCCM to enable service technicians to reimage machines with new builds of Windows 10/11. Show less