David Hamel
IT SOLUTIONS ANALYST
Margate,FL
Summary
Results-driven IT solutions professional with a strong background in leveraging data to enhance business processes and deliver exceptional technical support. Expertise in troubleshooting complex technical challenges, implementing system upgrades, and collaborating with cross-functional teams to provide customized solutions that align with organizational goals. Proficient in utilizing data-driven insights to inform strategic decision-making and improve operational efficiency, with a focus on IT service and delivery, as well as infrastructure management. Key areas of specialization include IT service and delivery, IT solutions management, virtual server management, IT operations, disaster recovery, cloud-based storage, network operations center (NOC), major incident management, change management, system upgrades, and asset management.
Overview
16
16
years of professional experience
2
2
Certifications
Work History
IT Help Desk
RCC Associates (contract via Robert Half Technologies)
03.2025 - 06.2025
- Investigate and resolve any reported IT issues. Administer new equipment and keep inventory updated.
- Delivered equipment to new hires and explained the logon processes (1 or 2 users per week)
- Upgraded all in-house equipment from Win10 to Win11, replaced out of warranty devices as inventory allowed (~70 users)
- Set up new and replacement iPads and laptops for field team including configuration, software installations/updates, and MFA setup (~40 users)
- Supported 6 new Xerox printers including web administration, paper tray management, scan-to-email configuration, address book setup, and resolving any received alerts
- Coordinated onsite support with vendor techs to ensure same-day or next-day service as contracted
- Resolve all reported IT issues, tracking ongoing issues as needed. This included troubleshooting hardware as well as software (Office 365, HP Click, BlueBeam, Adobe Acrobat, Procore, others)
Analyst, IT Ops Center; remote
Pediatrix Medical Group (formerly Mednax)
11.2021 - 08.2024
- Assisted in creating IT Operations Center, including defining scope of team’s duties, documentation and training procedures. Identified several key procedures for handling network and server issues that formerly had no defined response or solution.
- Developed company’s On Call Schedules in ServiceNow, resulting in all IT on call schedules to be made readily available as well as automating the paging and ticket creation process.
- Lead team in revamping and updating existing nodes in SolarWinds environment, utilizing most current data to create clearer, more concise dashboard.
- Partnered with Network Engineers, Telecom, and Platform Services to identify and resolve missing or inaccurate data, ensuring system accuracy.
- Refined our alerting processes, significantly reducing response times by optimizing system and ensuring critical alerts reached appropriate support teams promptly.
- Monitored automated jobs using Vinzant and repaired / rescheduled failed jobs in real time, preventing revenue loss.
- Modernized our definitions for minimum network bandwidth standards, enforcing compliance across 100% of our locations, improving workforce productivity by decreasing logon times by 25% and slashing upload times by 75%.
- Performed network traffic analysis during any suspected outages and at users’ requests, resulting in improved performance through network traffic shaping.
Team Lead, Service Desk; remote
Pediatrix Medical Group (formerly Mednax)
09.2018 - 10.2021
- Led team of 25 technicians and implemented team schedules and responsibilities; served as knowledge resource. Oversaw ticket counts, pending emails, chat requests, voicemails and self-created tickets, ensuring all incoming queues were addressed. Managed team assignments based on technical competencies, preferences, and specialties.
- Reviewed returned tickets from other teams to improve documentation and communication, reducing number of mishandled tickets and reassignments by 70%.
- Developed knowledgebase articles, training videos, instructions and documentation to assist Service Desk team members and empower customers to attempt self-support.
- Led Major Incident Management by updating phone MOD, coordinating with outage team key updates to all technicians and customers, resulting in better communication and reduced downtime during major issues and outages.
- Provided additional training to new and existing Service Desk technicians to ensure first call resolution, achieving FCR rate 80+%.
Analyst II, Help Desk
Pediatrix Medical Group (formerly Mednax)
10.2012 - 09.2018
- Handled all Service Desk issues responding to calls, emails and chat requests, and creating tickets, when necessary. Promoted tickets to appropriate IT teams and managed deskside tickets within the building per procedure. Provided 24/7 on-call support on a rotating weekly schedule.
- Coordinated communications between Service Desk and other teams within Information Services providing detailed documentation of all issues worked.
- Cross-trained with Identity Management team on managing access within Microsoft Active Directory and programs such as GPMS, OnBase, NextGen, Master Database, both manually and through IAM automation tools. Reduced IAM workload by 20% by assisting with their ticket queue.
- Administered FirstClass email system managing shared mailboxes, conferences, mailing lists while serving as one of 2 sub-admins capable of handling advanced email access issues, eliminating the need for escalation to full administrators for 80% of issues
- Guided migration from FirstClass to Microsoft Office 365 using Microsoft Exchange OnPrem as staging platform, working with team managers across company to explain and train on optimal methods for converting FirstClass resources to Office 365 resources.
Analyst I, Help Desk
Pediatrix Medical Group (formerly Mednax)
04.2009 - 10.2012
- Handled all Service Desk issues nationwide by responding to calls, emails, chat requests, and creating tickets. Escalated complex issues to appropriate IT teams. Assisted Corporate and Billing Offices, Office and Hospital Based Practices, Anesthesia Practices, Hearing Screeners, PCs, laptops, and winterms.
- Partnered with inter-departmental “Tiger Team” to identify and resolve issues with Citrix profiles, leading to 80% fewer Citrix profile-related HelpDesk calls and improving user experience. These improvements were vital to going virtual in 2020.
- Cross-trained with Messaging team to learn Exchange, Cayosoft, PowerShell, Sharepoint, and Office 365 administration.
Education
Bachelor of Science (B.S.) - Computer Science
Worcester Polytechnic Institute (WPI)
Worcester, MA05.2002
Skills
Network Tools: TCP/IP, SolarWinds, Splunk, Aruba Central, Citrix, Nutanix, VMWare, Versa
ADDITIONAL EXPERIENCE
- Spirit Airlines, Inc., Miramar, FL | Desktop Support Analyst
- Motorola, Inc., Plantation, FL | Desktop Administrator
- EMC Corporation, Westboro, MA | IT Support Technician
- Monster.com, Maynard, MA | Desktop Administrator
Certification
CompTIA A+
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