Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Alexander Hannah

San Jose,CA

Summary

Dynamic, grounded leader with a focus on efficient processes, organized strategy, and effective implementation to produce reliable results ahead of deadlines. 15+ years of technical IT and management experience. Proven record of leading IT teams through multiple projects at multiple sites, providing balanced support for hospital staff and project teams on a consistent basis. Proactively identifies potential problems to strategize technical solutions before they become critical impacts.

Overview

14
14
years of professional experience
1
1
Certification

Work History

IT Lead Sr. Support Specialist IV

CommonSpirit Health
06.2021 - Current
  • Manage simultaneous projects for multiple hospitals while maintaining daily operations for both sites
  • Proactively identify obstacles with potential to critically impact patient care or safety, relative to upcoming project implementations or daily operational changes
  • Assist in the review of Change Strategies or Project Designs with allocated teams and/or PM to locate possible pressure points
  • Strategize with teams and/or PM to build a roadmap that minimizes or removes noted issues
  • Locate opportunities for improving efficiency, effectiveness, collaboration, and potential cost savings
  • Create, review, submit and implement new SOPs that take advantage of said opportunities
  • Provide ongoing oversight during and after new SOP implementation, attending to and adjusting for any interference to associated department operations or project obligations
  • Negotiate escalations with calm and respect, ensuring that issues are addressed and honest outcomes are accurately relayed, while being mindful of EUS scope, policy, and personal subject knowledge
  • Recognize trending issues with potential for larger areas of impact
  • Respond to urgent instances requiring immediate IT support
  • Prioritize response according to situation circumstances and requirements
  • Respond personally, assign and/or join resources with consideration of proximity, individual experience, and impact to daily operations and project-related work
  • Pull together inside & outside resources to effectively resolve issue, mindful of impact & cost
  • Maintain a focused chain of support with outlined restraints and expectations
  • Uphold open lines of consistent communication with all parties involved until issue is resolved or handed-off appropriately
  • Adapt delegations to meet expectations with respect to fluctuating EUS staff availability
  • Conduct interviews, navigate new-hire access requirements, provide onboard training, and assign tailored tasks, followed by daily & weekly check-ins to assess progress and address any support needs
  • Implement daily, weekly, and monthly goals as tools to manage IT operations of multiple sites and encourage face-to-face team engagement and collaboration with hospital leadership
  • Review goal progress on a daily basis via scheduled morning huddles with individual teams
  • Discuss trends and adjust goals as needed on a weekly & monthly basis, always considering team feedback prior to any goal change
  • Daily goal - Resolve/close 8+ combined tickets and tasks per day (goal based on current std
  • Of 2hrs per ticket/task, per tech) This goal helps to ensure techs and teams as a whole meet SLAs and provides an opportunity to identify common obstacles impacting daily operations and SLAs
  • Weekly goal - Upgrade 3+ machines to current hardware (H/W) & software (S/W) standards, per week
  • This goal ensures outdated H/W is replaced or repurposed and unsupported S/W versions are updated, directly impacting department productivity & quality of service, while lowering both security risk and cost
  • Monthly goal - Upgrade any & all non-standard equipment for a selected department; one department per month
  • This goal requires thoughtful collaboration with hospital leadership and outside resources (i.e
  • NS Data, FW, Vendors, etc.), proactive department rounding, diligent inventory management, and persistent teamwork between both sites
  • This goal helps accomplish everything laid out in the Weekly goal, on a larger scale intent on being easier to measure on a quarterly basis
  • Combine resources across both hospitals to increase productivity, positive moral, and build a supportive culture through
  • Joint-site collaboration via a weekly all-hands meeting and SF Team chat space
  • A new shared drive to serve as a common resource for site-specific documentation (i.e
  • Closet location & key info for an on-call tech), project resources (i.e
  • Reference point for techs or leadership returning from PTO), stock inventory (i.e
  • Equipment can be deployed & replenished by other site, cutting down wait time for joint-site customer), Quotes & POs for reference when requesting vendor support, etc
  • Monthly 1:1's with techs to bring up questions & suggestions, provide training and resources, and provide support for professional growth via goal sharing (i.e
  • Creating learning opportunities through task delegation & project assignments, specific to tech's goals)
  • Ensure 24/7 emergency IT support is available for both locations by maintaining sufficient on-call coverage, adjusting for PTO requests, and scheduling onsite support for change-orders
  • Engage vendors to define scope for 'during-project' and 'after-project' support, establish ETAs for project deliverables, schedule onsite walk-throughs and collaborative training between project teams, vendor resources, department leadership and staff, and EUS technicians
  • Engage vendors for immediate emergency support, setup bridgeline for all supporting teams, and communicate out support plan and progress, and include any escalation points

IT Field Support Tech. II

Dignity Health End User Services-Dominican Hospital
12.2016 - 06.2021
  • Provide prompt and accurate telephone, email, remote, and face-to-face customer support throughout the day's entirety
  • Consult with users, management, vendors, and technicians to assess computing needs and system requirements for on-call tasks and project management assistance
  • Provide stand-in support for EUS Team Lead which includes team member task delegation, reporting OLA deviations and expectations, communicating with project leads and department directors, and updating EUS Team members and various departmental staff
  • Author SOPs for new and existing applications and assist with team knowledge implementation
  • Manage multiple team queues for incident and request assignment and provide assistance with SLA management
  • Act as liaison between customers, clients, vendors, customer support teams, international support teams, project managers, team leads, and C-Suite VIPs
  • Mentor EUS contractors and new team members via coaching, OTJ training and assignment delegation
  • Provide immediate and on-going support for multiple simultaneous enterprise-wide projects
  • Provide emergency 24/7 project and core-work support
  • Adhere to a daily fluctuating ticket quota while maintaining an efficient and flexible schedule
  • Assist with escalations and work with department and site directors to resolve issues, implement solutions, and set expectations
  • Audio/visual communications setup and support for local, regional, and international conferences
  • Complete equipment and software purchase requests, and provide support, for on-boarding and off-boarding processes
  • Network with and assist multiple team members from various internal technical support groups, hospitals, and clinics
  • Reboot servers, swap drives, locate ports, install power supplies (Primary & Redundant), identify SW & HW related switch issues, and assist with patch panel and FW upgrades
  • Troubleshoot complex physical and network connectivity issues and locate network and hardware security threats
  • Complete daily PMs via morning and evening rounding to identify solutions for potential issues and needs before they arise
  • Cable installation, repair, replacement, and ongoing preventative maintenance
  • Perform system cleanups, virus removals, OS installs, and new system builds for clinical equipment, hospital and vendor owned PCs, laptops, smartphones, and tablets on a daily basis
  • Properly encrypt all machines and provide encryption support for devices of all types
  • Write and run scripts for installation, mapping of network drives and shared devices, and application macros
  • Track inventory of all incoming and outgoing parts and shipments utilizing IP addresses, MAC addresses, serial numbers, POs, and photographs
  • Locate missing/misplaced hardware throughout hospital and business environments
  • Configure Cerner clinical engines (CEs), provide updates and ongoing maintenance for CEs
  • Tools used: Service Matters, Sharepoint, Active Directory, McAfee Endpoint Encryption Data & Cloud Storage, Bitlocker, Dameware, Bomgar BeyondTrust, MS-RDP, NFuse, MS PowerShell, Command Line Utilities, AS400 (MS4), Cerner Storefront, Merge, Citrix Receiver, Marimba Channel Manager, MS-SCCM, DHCP, Splunk, NetDB, CG4, HPAM, MaaS360, MDM, BOX, Google Workspace, MS Office Suite 97-365

IT Field Technical Representative

Kyocera Document Solutions of America-Dominican Hospital
08.2015 - 12.2016
  • Provide efficient quality service and excellent written and oral communication
  • Adhere to a fluctuating daily schedule based on ticketing environment and SLA requirements
  • Respond to calls for service and repairs, both hardware and software-based
  • Provide weekly, monthly, and quarterly inventory reports and maintain sufficient stock for potential repairs
  • Troubleshoot and replace various parts including mainboards, engine boards, memory, power supplies, magnetic clutches, gears, rollers, bars, plastic paneling, covers and casings, monitors/display units, various assemblies and drives, fusers, developers, belts, etc
  • Provide adequate training on key operations of products and services both for large groups and one-on-one in-services
  • Uphold communication in a professional manner with customers, vendors, dispatch, and supervisors
  • Perform daily rounding calls including firmware updates, cleaning, inspecting machines for wear, installation of maintenance parts, programming key functions of devices, testing network connectivity, and providing customer service

Field Technician I/Electrician's Apprentice

Solid State Electric-Spring Valley Hospital, NV
01.2015 - 08.2015
  • Install and test/tone Ethernet lines in residential, health, and commercial environments
  • Complete electrical and data home runs including switch and patch panel installation
  • Maintenance of electrical lines and data lines for cold rooms in hospital and commercial environments
  • Install badge readers, REX sensors, power sources, power switches, sockets, GFIs, phone and data ports, VAVs, thermostats, ceiling lights, illuminated signs, and magnetic doors and locks
  • Install IP-based network security systems including cameras, DVRs, cabling, control panels, switches, and routers for residential and commercial-based clients
  • Install and inspect fire alarms, including speaker strobes, speakers, strobes, and announcers
  • Run metal conduit and pipe for low and high-voltage systems
  • Understand, follow and accurately mark blueprints
  • Install commercial and residential underground speaker systems
  • Repair aging and install new underground electrical for street lighting
  • Inspect and install Fire Smoke Dampers and smoke detectors in various hospitals
  • Acquired and maintained OSHA 10 certification and Fire Card in accordance with the NV State Fire Marshal

Protective Services Officer

Securitas Critical Infrastructure Services-Northrop Grumman AFB
05.2014 - 01.2015
  • Acquire and maintain Top Secret Clearance-S1, S2, VS1
  • Partake in monthly weapons combat and hand-to-hand combat training exercises and bi-monthly firearms training
  • Acquire and maintain State Firearms permit, Baton permit, pepper spray/mace permit, handcuff certification, CPR/AED certification, and First Responder training
  • Understand and adhere to Use of Force and Escalation of Force protocols and laws
  • Provide Vendor Access and Escort Services for Vehicles with Top Secret Deliveries
  • Conduct Random Body and Property Searches for Restricted Items, weapons, and paraphernalia
  • Conduct Extensive Interior and Exterior Vehicle Inspection during and after vehicle entrapment
  • Practice excellent bookkeeping and maintain constant communication with vendors, customers, dispatch, Military Police Officers, Para-MPs, etc

Sergeant Second Shift Supervisor

Group Four Secure Services-Bank of America Corp. Offices
07.2011 - 02.2014
  • Write a weekly schedule for 50+ employees for first, second, and third shifts
  • Schedule and provide coverage for shifts during employee call-off, no-shows, and scheduled PTO/FMLA
  • Adjust payroll to accurately reflect hours worked for FTEs/PTEs/OCEs
  • Provide required and volunteer training for new methods, sources, and materials to all employees during shifts as well as conduct personal one-on-one training sessions
  • Inspect and ensure proper state, regional, and federal permits were acquired and maintained by all staff members
  • Ensure proper customer service and protection are continuously provided throughout the entirety of the client's 3-acre site including two twin facilities that employ 2600+ customer contractors and employees
  • Conduct and provide daily activity reports to Site managers, remaining shift supervisors, Law enforcement officers and personnel, fire department, facilities managers, and site engineers
  • Monitor property via CCTVs, random & scheduled vehicle/foot patrols, network-connected door locks, and badge readers to ensure the site remains secure and safe at all times
  • Conduct interviews, reprimands, terminations, and provide staff counseling

Education

AS - Network Systems Administration

ITT Technical Institute of Information Technology
Oakland, CA

EMT-B & First Responder(BLS) - undefined

01.2010

Skills

  • Project Management
  • Vendor relations
  • Escalation management
  • Operations oversight
  • Process design
  • Incident management
  • SLA management
  • Technical support coordination
  • Infrastructure installation

Certification

  • Certified Dell Technician, Current, Bi-Annually
  • CCNA Certification, Working toward, est. test date: September, 2025
  • EMT-B & First Responder(BLS), registered: 2010

Timeline

IT Lead Sr. Support Specialist IV

CommonSpirit Health
06.2021 - Current

IT Field Support Tech. II

Dignity Health End User Services-Dominican Hospital
12.2016 - 06.2021

IT Field Technical Representative

Kyocera Document Solutions of America-Dominican Hospital
08.2015 - 12.2016

Field Technician I/Electrician's Apprentice

Solid State Electric-Spring Valley Hospital, NV
01.2015 - 08.2015

Protective Services Officer

Securitas Critical Infrastructure Services-Northrop Grumman AFB
05.2014 - 01.2015

Sergeant Second Shift Supervisor

Group Four Secure Services-Bank of America Corp. Offices
07.2011 - 02.2014

AS - Network Systems Administration

ITT Technical Institute of Information Technology

EMT-B & First Responder(BLS) - undefined

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Alexander Hannah