George Mitchell
Oak Park,IL
Summary
Experienced IT Specialist skilled in healthcare application analysis and end-user support. Manages IT incidents and projects while mentoring users to improve application proficiency and operational efficiency. Strong problem solver with a commitment to facilitating collaborative relationships, ensuring team success and delivering positive outcomes.
Overview
14
14
years of professional experience
Work History
Technical Support Administrator Senior
Advocate Health Care
Chicago, IL
12.2023 - Current
- Provided 24x7 end-user support for executive leadership team (ELT) across Advocate and Atrium Health systems, supporting all VP's and above daily.
- Supported ELT staff training by providing necessary resources and materials for onboarding.
- Delivered daily technical assistance for IT incidents, including hardware failures, software issues, and network connectivity problems, at Advocate Illinois Masonic Medical Center and Central Chicago AMG locations.
- Led deployment and documentation for TRS project, successfully replacing 900 end-of-life PCs at Illinois Masonic Medical Center and Central Chicago AMG locations, which improved operational efficiency and reduced downtime.
- Managed two-bin rounding application within Teams for efficient deployment of new peripheral devices, ensuring optimal functionality of health information technology applications to meet user requirements.
Unified Communication Analyst
University of Toledo Medical Center
Toledo, OH
12.2022 - 12.2023
- Enhanced university telepresence systems through daily operations and targeted project initiatives.
- Implemented operational improvements in telepresence environment to support university’s mission.
- Oversaw management of communications systems including Webex Control Hub and Cisco Unity Voicemail.
- Provided support for Ascom and iPhone devices, emphasizing DECT calling and Epic Rover application.
- Managed certificate administration and executed server upgrades on E911 systems like Intrado West E911.
- Documented skills using ACD/auto-attendant workflow diagrams with MS Visio and OneNote.
- Handled billing and account management through Pinnacle Telephony Billing Management software.
Systems Administrator II
Advocate Health Care
Chicago, IL
01.2019 - 12.2022
- Provided onsite and remote IT support as representative and vendor liaison for various applications.
- Delivered daily technical assistance for IT-related incidents and service tasks.
- Troubleshot incidents from ServiceNow ticketing system, ensuring timely resolution.
- Utilized Landesk and Bomgar remote support apps for effective troubleshooting of PCs.
- Acted as onsite IT representative for integration of optos retinal scanner within Epic at enterprise level.
- Facilitated MRI and IRBiplane renovations as onsite IT representative for radiology projects.
- Set up SANE/SDFI device to capture forensic images for sexual assault victims in ER.
- Deployed Volgistics kiosk for efficient volunteer and guest check-in processes.
Systems Support Analyst
RML Specialty Hospital
Chicago, IL
06.2018 - 12.2018
- Executed PC imaging and deployment processes using Microsoft Deployment Toolkit for streamlined setup.
- Administered user accounts in Office 365 Exchange Admin Center, managing creation, deactivation, and licensing.
- Configured Active Directory user accounts, Group Policy Objects, and file share permissions.
- Conducted daily assessments of network performance, identifying and resolving potential issues.
- Performed routine network maintenance including backups on virtual servers utilizing VMware.
- Troubleshot Microsoft Office applications for end-user issues to ensure optimal functionality.
- Assisted in configuring Cisco TelePresence conference systems and provided training materials.
- Served as primary liaison for COTG printer management, centralizing printing to reduce costs.
Help Desk Specialist II
RML Specialty Hospital
Chicago, IL
03.2016 - 06.2018
- Delivered tier 2 remote and on-call support for users.
- Administered Office 365 Exchange Center, managing user creation and deactivation.
- Configured Active Directory user accounts, group policies, and file share permissions.
- Performed PC imaging and deployment using Microsoft Deployment Toolkit (MDT).
- Managed print servers and deployed printers across the organization.
- Oversaw setup, deployment, and upgrades for desktops, laptops, tablets, phones, and other IT hardware.
- Configured IP phones and managed user accounts and mailboxes.
- Monitored network performance daily, identifying and resolving issues to ensure optimal functionality.
Help Desk Specialist
RML Specialty Hospital
Chicago, IL
04.2012 - 03.2016
- Triage help desk tickets, coordinating with IT department members to prioritize and resolve user issues efficiently.
- Solve users' software and hardware issues for all computer and telecommunication hardware and applications. Evaluated, set up, added, removed, and maintained hardware.
- Configure existing and new user phones and voicemail. Terminate endpoint connections.
- Maintain, troubleshoot, and configure backup software/hardware solutions. This includes policy creation and administration, user account creation, and directory maintenance.
- Recommended hardware make/models and evaluated software packages, facilitating set up of new computers to standardize user profiles and hardware.
- Secondary hardware/wiring/software installer, troubleshooting, and support for all telecommunication needs for staff and patients.
- Performed moves and upgrades to hospital-wide phone hardware and software.
- Train users on use of hardware plus purchased and custom applications.
- Ensured user compliance with security policies and maintained a log of common questions and solutions to improve support efficiency.
- Provide users and IS staff with essential information to facilitate effective communication.
Education
Bachelor of Applied Organizational Technology -
University of Toledo
Toledo, OH01-2017
Associate of Computer Network Administration -
University of Toledo
Toledo, OH01-2011
Skills
- Healthcare Application Support
- Active Directory admin
- IT Project Support
- Endpoint Management
- Mobile device management
- VoIP configuration
- Hardware troubleshooting
- Desktop Support
- Hardware installation
- Software deployment
- System upgrades
- Cable Patch management
- Incident management
- Data VLANs
- DHCP
- DNS
- TCP/IP
- Print server management
- Printer configuration
- Labeling Solutions
- Organized
- Problem solving
- Project solutions
- Critical thinking
- User training
- Team collaboration
- Effective communication
- Patch management
- System upgrades
Technical and Application Competencies
- ACL Beaker
- Active Directory
- AMP - Access Management Portal
- Ascom IP-DECT Gateway
- Ascom UofT VOIP GW
- Avaya
- Banner
- Bomgar Remote Support
- Cisco Finesse
- Cisco Telepresence
- Cisco Unified CM
- Cisco Unity Connection
- Citrix
- Cooper-Akins TempTrak
- Epic
- Excel
- Informacast
- Jamf-MDM
- LanDesk Remote Support
- MDT - Microsoft Deployment Toolkit
- Meditech
- Microsoft 365 administration
- Microsoft Teams
- Networker - File/folder recovery
- Onenote
- Powershell
- SCCM
- SecureCRT
- ServiceNow
- SMACS
- Sonus Insight-PSX
- Swimage
- Symantec
- VMware
- Webex Control Hub
- Zebra label printers
Timeline
Technical Support Administrator Senior
Advocate Health Care
12.2023 - Current
Unified Communication Analyst
University of Toledo Medical Center
12.2022 - 12.2023
Systems Administrator II
Advocate Health Care
01.2019 - 12.2022
Systems Support Analyst
RML Specialty Hospital
06.2018 - 12.2018
Help Desk Specialist II
RML Specialty Hospital
03.2016 - 06.2018
Help Desk Specialist
RML Specialty Hospital
04.2012 - 03.2016
Bachelor of Applied Organizational Technology -
University of Toledo
Associate of Computer Network Administration -
University of Toledo