Ronnie Hays

Experience

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  Celgene

  Jul 2017 - Mar 2018

  Desktop Support Analyst

  Provided onsite IT support for Celgene Corporation's Seattle site.Acted as first point-of-contact for clients at all levels of the organization.Administered, installed, configured, and supported approximately 80 PCs, Macs, and Linux machines, to include hardware and software updates and upgrades, troubleshooting issues, and providing break-fix solutions for clients.Utilized Active Directory to manage incoming and outgoing users and systems.Managed all issues via ServiceNow and ConnectWise ticketing systems.Installed and completed troubleshooting of Avaya IP phone system and provided solutions to common issues.Maintained and completed troubleshooting of audio/video systems, including Crestron, Telepresence, and Polycom equipment.Set up new iOS and Android mobile devices, managed existing devices to include software upgrades and malware removal, and repurposed previously issued devices. Show less

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  Microsoft

  Mar 2018 - Dec 2018

  Support Engineer III

  Facilitated product development for Microsoft’s Windows 10 and Windows Mixed Reality software platforms.Transferred product change recommendations, feature additions, and other requests from end users to developers via presentations.Provided an avenue for developers to listen to typical customer interactions so they could see firsthand how end users were using our products.Conducted debriefing meetings with Engineering and Software Development teams to offer process improvements, give customer perspective, and discuss challenges within each ecosystem. Show less

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  Celgene

  Dec 2018 - Oct 2019

  Desktop Support Analyst

  Provided onsite IT support for Celgene Corporation's and Juno Therapeutics' Seattle sites.Acted as first point-of-contact for clients at all levels of the organization.Administered, installed, configured, and supported approximately 700 PCs, Macs, and Linux machines, to include hardware and software updates and upgrades, troubleshooting issues, and providing break-fix solutions for clients.Deployed, installed, and removed software and firmware installations via SCCM and BMC equipment management tools.Utilized Active Directory to manage incoming, current, and outgoing users and systems.Managed all issues via ServiceNow and Remedyforce ticketing systems.Installed, provided troubleshooting for, and removed Avaya and Cisco IP phone systems and provided solutions to common issues.Maintained and provided troubleshooting for audio/video systems, including Crestron, Telepresence, and Polycom equipment.Set up new iOS and Android mobile devices, managed existing devices to include software upgrades and malware removal, and repurposed previously issued devices. Show less

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  Tableau Software

  Oct 2019 - May 2020

  Help Desk Technician

  Answered end user questions in person, via phone, and via chat on all company supported applications.Managed over 600 software applications, to include troubleshooting, installation, and updates.Conducted remote troubleshooting of computer problems.Received customer trouble tickets, analyzed, and took corrective action.Advised staff on appropriate actions.Added, modified, and removed system permissions for end users.Served as liaison between staff and the technology department to resolve issues.Documented resolutions for future reference.Performed hardware upgrades and system maintenance.Conducted daily and weekly team meetings to coordinate efforts and collaborate on larger projects.Provided on-the-job training to new department staff members.Provided computer orientation to company new hires. Show less

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  Bristol Myers Squibb

  Jun 2020 - Sept 2023

  IT Lab Support Manager

  Perform system onboarding, hardware/software configuration, troubleshooting, and diagnostics testing for instrument-connected computing devices in the lab space.Function as the primary point-of-contact for the Accellix, iLine F, iQue, IVIS, MiSeq/NextSeq, QX One, and Sepax instrument systems.Provide representation for Lab IT on the Site Safety Committee.First point-of-contact for team members experiencing barriers that hinder task completion.Facilitate on-the-job training for Lab IT new hires.Create instructional documentation and build guides for instrument onboarding, system configuration, and application installation/setup for instrument-connected devices.Assist with maintaining inventory of all instrument-connected devices in the lab space.Coordinate with Field Support Engineers to perform periodic maintenance and system upgrades on lab instruments.Monitored KPIs and SLAs for the team and reported monthly metrics to team leadership.Relay suggestions and recommendations for improvement in the lab space to management as part of our ongoing Innovation Workstream. Show less

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  Seagen

  Sept 2023 - now

  Lab Systems Analyst IV

  Conduct routine system administration activities and act as subject matter expert on various life sciences systems, with emphasis on laboratory instrument systems.Define technical approach to implement and operate business systems throughout their lifecycle.Collaborate closely with other functions to ensure that all business requirements are maintained in the development and implementation of all integrated systems.Coordinate technical activities with other teams in Global IT to help drive projects to completion.Configure systems to suit the business needs based on the documented requirements.Identify and communicate high-level technical tasks required for project execution.Coordinate with business users and vendors in ensuring data migration from legacy to new systems.Coordinate with peers in Global IT to develop integration plans for new system implementation.Manage all operational aspects of system maintenance, including incident resolution, application patching, and monitoring.Document system support processes, flow diagrams, configurations, interdependencies, and author other critical deliverables.Author and maintain regulatory compliance (e.g. SOX, 21 CFR Part 11, GxP) documentation and follow all applicable GxP processes.Ensure that system changes are properly assessed for risk and impact and are documented and approved per Global IT standards.Contribute to Global IT knowledge base by authoring articles to address routine system issues.Identify opportunities for continuous improvement in system performance and service quality.Complete work with a high level of independence and self-identify tasks that need to be completed. Show less