Tim Hicks

Experience

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  Compaq Computer / Digital Equipment

  Apr 1987 - Mar 2000

  Systems Consultant

  System design, product training, system implementation planning.

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  EMC

  Mar 2000 - Sept 2005

  Project Manager

  Assessed customer needs and designed the EMC storage product as an integrated solution. Collaborated with the sales team and internal resources for scheduling and implementing EMC solutions. Accomplishments:Achieved strong customer satisfaction ratings for high quality and on-time project installation of storage area network systems.Drove revenue growth and new client acquisition through comprehensive product demos and service presentations.Seamlessly handled any customer incident escalations by marshaling the appropriate EMC resources. Show less

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  Ko-Tonics

  Sept 2005 - Sept 2008

  Business Owner

  Designed product specs and located and engaged suppliers. Drove quality, inventory control, and fabrication of products while building and maintaining a best in class e-commerce site.Accomplishments:Built a thriving business with a low rate of product return and strong customer satisfaction ratings.

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  ArcaTech Systems

  Sept 2008 - Nov 2012

  Technical Service Manager

  Oversaw a six-person technical services team, service costs, and vendors. Built the field service capability in a period of growth and managed the customer service problem tracking and reporting system. Engaged directly with a national customers base, often going on-site for installations and handling customer service problems. Accomplishments:Researched service options and introduced a new integrated product platform that successfully handled technical service calls and field service dispatching while providing real-time service quality metrics.Improved service response and customer satisfaction by integrating the system with email for incoming and outgoing support messaging.Optimized the field service operation through enhanced resource allocation, more reliable and cost-effective replacement part strategy, and continuous training of staff and third-party field service vendors.Oversaw the migration to a new company-wide VoIP platform that significantly reduced costs by replacing the existing and underperforming VoIP system with a reliable service management capability.Consistently met all customer SLAs through an improved system and support strategy. Show less

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  Duke Clinical Research Institute

  Jan 2013 - now

  IT Analyst

  Create and maintain all medical imaging systems for DCRI Imaging, from PACS (Picture Archiving) systems to desktop solutions. Develop custom image architecture from the submitting sites to the analysis stations. Design and implement all systems process steps and ensure integration with the DCRI environment. Oversee protected health information, HIPAA compliance, data protection and integrity, and direct problem resolution.Accomplishments:Transform an environment with persistent architectural and technical problems into a reliable operation by conducting a gap analysis which identified design issues, improper routing protocols, and insufficient tools.Engage with stakeholders and project leads to clarify business requirements to develop a sound architecture.Provide technical leadership and support to six MDs, and multiple project leads, ten coordinators and administrators and three to five sonographers on nine separate systems with cloud-based, SaaS, Duke-hosted COTS, and standalone client tools.Oversee the migration of DCRI systems to a new data center and entirely new IT management platform at Duke, which was completed ahead of schedule with no data loss or negative impact to the business.Reduce system outages by more than 90% by implementing a rigorous validation plan and change control process.Save thousands of dollars by streamlining operations and improving performance through the automation of management tasks, the introduction of validated tools, and the development of a suite of Perl Scripts to analyze DICOM (PACS image format) files. Enforce best practices for image transfer in the cloud to support new projects, identifying architectural variations which best support required modalities without negatively impacting reliability or speed of operation.Dramatically improved the customer experience and client satisfaction on all supported systems. Show less