Graham Hillyard

Experience

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  REDiTECH

  Feb 2009 - Jul 2014

  I.T Specialist \ ShoreTel Installation Manager

  * Hardware and software troubleshooting and repair.* Remote access support.* Plan, test and implement backup, disaster recovery.* Provide training to users* Setup, manage and monitor servers to ensure business continuity and production.* Study, plan, present and implement new technologies/tools to help improve business operation.* Analyzing network data to determine network usage, disk space availability, or server function.* Configuration of firewalls, routing and switching equipment.* Configuring security settings or access permissions for groups or individuals.* Documenting network support activities.* Identifying the causes of networking problems, using diagnostic testing software and equipment.* Installing and configuring computer hardware, software, systems, networks, printers and scanners.* Identifying the causes of networking problems, using diagnostic testing software and equipment.* Installing and configuring computer hardware, software, systems, networks, printers and scanners.* Installing new hardware or software systems or components, ensuring integration with existing network systems.* Investigating, diagnosing and solving computer software and hardware faults.* Maintaining records of software licenses. Show less

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  Five Nines

  Jul 2014 - Jan 2017

  Field Engineer

  * Build, replace, upgrade and troubleshoot computer systems and components.* Disassemble computers to examine parts.* Hardware and software troubleshooting and repair.* Keeping track of all operations performed, while informing the client of the current situation.* Mac & PC operating system and software installation/configuration.* Performing tasks in direct relation to time management, giving future clients reliable information regarding service period.* Provide Tech support for clients remotely.* Removed malicious software from infected computers.* Plan, test and implement backup, disaster recovery.* Study, plan, present and implement new technologies/tools to help improve business operation.* Diagnosed and solved both hardware and software glitches and errors.* Installing hardware (servers, printers, computer workstations, etc.).* Providing support including procedural documentation and relevant reports.* Troubleshoot IT devices including access points, router, and production server.* Communicating with third-party technical specialists.* Configured and deployed thin client workstations designated for specific terminal servers in several locations.*Managed Active Directory assets including user accounts and devices. Show less

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  EGiS Technologies, Inc.

  Jul 2017 - now

  VCIO \ Client Relations Manager \ Project Manager

  • Understanding of multiple different Practice Management Systems, EHRs, PSAs, and CRMs• Troubleshoot hardware and software issues and worked with service providers and vendors to facilitate repairs or resolution• Develop documentation for client infrastructures, software, and business processes• Responsible for onboarding all new clients through network discovery, documentation, hardware procurement, hardware installation, and account management• Create new processes and systems for increasing customer service satisfaction• Act as the voice of customers to translate needs to internal teams• Offer suggestions and designs for improvements to customers and showcase potential cost savings and increased efficiency through the use of new systems• Deliver detailed QBRs that include action items, project targets, and revised budgets• Create plans and communicate deadlines to complete projects on time• Resolve complaints by providing appropriate solutions and alternatives within a timely manner, and follow up to ensure full resolution.• Supervise daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity• Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients• Develop and implement standards for staff to provide consistent service to customers• Delegate tasks to support team members and use cloud-based tools to help solve complex business issues• Provide training for employees and clients through refined and proven processes• Create training guides for in-person and online training courses to improve customer experience outcomes in Vonage environments• Develop new employees and ongoing performance assessment of current employees• Organize daily workflows and assess appropriate staffing to provide optimal service• Assists with conflict resolution during partnership negotiations and acquisitions Show less