James Parker

Experience

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  Cellular One

  Jan 1997 - Jan 1999

  Account Executive
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  Blair Medical Associates

  Jan 2003 - Jan 2010

  IT Manager

  ◊ Management responsibility for Information Technology, Grounds and Building, Duncansville and Hollidaysburg offices/departments for a multi-specialty physician practice (65 providers with an additional 325 end-users) with annual revenue of $55 million.◊ Managed the establishment and maintenance of network users, user environment, directories and security◊ Consulted with both administrative and clinical staff to gather information, complete assessments, plan and design user computer and network configurations, and other computing environment needs based on the physical layouts, product set-up, and department/site work flows◊ Consulted with and designated computer system vendors on necessary hardware configuration, installation, integration, and support for daily operations◊ Established a policy and procedural manual for testing, deployment and integration of IT systems◊ Developed IT strategy for VoIP procurement and deployment/installation including ACDs and Call Center with Skill-based routing◊ Integrated Cisco VoIP Presence solution with Microsoft Office Communications Server/SharePoint presence environment◊ Developed IT strategy for remote access for all personnel in regards to applications and technical support◊ Reduced support calls by 23% by designing and implementing help desk software with knowledge base◊ Reduced IT budgetary spending from MGMA standard of 3% ($1.65 million) to 1.9% ($1.045 million – not including salaries) over a 3 year period◊ Established IT equipment life cycle◊ Designed and implemented new “learning” wireless technology for all offices◊ Designated HIPAA Security Officer, which oversees the development and implementation of security policies and practices. Also responsible for coordinating all activities that have security implications. Monitors practices with regard to security◊ Established a responsive and supportive triage system for IT issues Show less

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  Penn State University

  Sept 2010 - now

  Create reports on department needs driven by front-line experience, project plans and unit goalsResponsible for the implementation of ITIL for First Line and Second Line support at the SAIT Service DeskResponsible for the day-to-day operation of the FootPrints Service Desk Management System/WorkspaceImplement best practice methodologies to improve SAIT Service Desk metricsBuild strong internal customer relationships within an integrated ITIL Service desk frameworkParticipate in development of appropriate SLA, OLS, MOU and UC agreements as neededPrimary escalation point for all Second Line supportHiring, training and management of staff of the SAIT Service Desk.Represent the SAIT Service Desk to stakeholders of new and supported ITS services including ITSM which involves the transition to Service Now.Responsible for front-end administration of the SAIT Service Desk Management system (FootPrtints) Show less

  • Systems Operations Manager

    Jul 2021 - now

  • ITSM Manager

    Oct 2019 - Jul 2021

  • ITSM Unit Coordinator

    Oct 2016 - Jul 2021

  • IT Support Desk Manager

    Apr 2015 - Oct 2019

  • IT/Service Desk Manager - Penn State University

    Sept 2010 - Apr 2015