SUMMARY
Technical lead with a decade of experience in clinical IT infrastructure and SaaS environments. Expert in managing hybrid server environments (Cloud & On-Prem) and specialized clinical workflows including Epic, eClinicalWorks, NextGen, and ModMed.
TECHNICAL STACK
- EMR/EHR Platforms: Epic, eClinicalWorks (eCW), NextGen Healthcare, ModMed.
- Server & Cloud: On-Premises & Cloud Server Management, Active Directory (GPO/Admin), Azure/M365, Google Workspace.
- Field & Clinical Hardware: Workstation Imaging/Rebuilds, Medical Imaging Devices, Scanners, Networked Printers
- Networking & Voice: WiFi/Ethernet Diagnostics, TCP/IP, VPN, Viirtue & Vonage VoIP Systems.
- Operational Tools: Salesforce, Jira, Freshworks, Zuora, RMM Tools, Confluence, Zendesk.
PROFESSIONAL EXPERIENCE
Managed Service Provider | Tier 2 Technical Support Specialist | 8/23 – Present
- Provide advanced field support for clients, ensuring high availability of critical medical systems and hardware
- Administer On-Premises and Cloud-based servers, overseeing data backups, system patches, and hardware health
- Managed Microsoft 365 environments (Exchange Online, SharePoint, Teams, Azure AD, MFA)
- Responded to RMM alerts and proactively remediated infrastructure issues to maintain SLA compliance
- Coordinated with third-party vendors and ISPs to resolve hardware, connectivity, and service outages
- Manage full-lifecycle hardware deployment: assembling, imaging, and rebuilding clinical workstations and medical peripherals.
- Configure Active Directory (GPOs/User Permissions) and maintain secure server-side connectivity for clinical staff
- Performed advanced troubleshooting across network infrastructure (DNS, DHCP, TCP/IP, VPNs, firewalls, switches, routers)
- Assisted with server migrations, cloud migrations (Azure/AWS), and infrastructure upgrade projects.
- Support site-wide infrastructure by resolving complex issues with WiFi APs, Ethernet cabling, and VoIP systems (Viirtue/Vonage)
- Supported virtualization platforms (VMware / Hyper-V) including VM deployment, maintenance, and performance tuning
SaaS Company | Customer Success Manager | 2/20 – 8/23
- Serve as Technical Liaison between managers and service delivery to resolve complex tickets and clarify implementations.
- Directly manage $1.3M in MRR for 52 clients, utilizing technical knowledge to drive system adoption and expansion.
- Lead client interactions regarding application capabilities, product rollouts, and new feature adoption.
- Administer quarterly security awareness training (SAT) to ensure client compliance and data protection.
- Organize technical projects and track client needs using Salesforce, Freshworks, and Zuora.
SaaS Company | Customer Success Manager | 10/16 – 2/20
- Diagnosed technical issues and partnered with engineering to deploy swift software resolutions.
- Analyzed customer usage data via Salesforce to drive technical success initiatives and system optimization.
- Authored technical support documentation and produced webinars for client onboarding and troubleshooting.
- Utilized key KPIs to ensure customer retention and drive expansion opportunities.
EDUCATION
Bachelor of Arts in Mass Communication; Radio/Television
