JACK JOSEPH KALYOUSSEF

To maintain five regions/locations at Robert Wood Johnson Barnabas Health IT support/field services. Manage team of technical analysts to support over 40,000 end users. Providing assistance, support, and addressing requests in all aspects related to end user, making the organization a more sustainable and efficient environment.

• Incident Management, identifying, analyzing, and resolving incidents of all levels/priorities
• Utilized ticket system (Service Now) used to prioritize daily requests/incidents/projects.
• O365 support /configuration / installation / updates
  Improved SLA adherence, reducing response times, resolving service issues, and implementing process improvements that positively impacted service levels.
  • Directed technological research by accessing organization goals, strategies, practices, and projects.
  • Possess strong knowledge of the asset management and IT product design lifecycle.
  • Delivering leading edge solutions that consistently meet complex business/organization requirements.
  • Adept in building strong relationships with IT staff, end users, clients, vendors and third party contractors.
  • Reduced costs 20% by negotiating pricing and fees, while ensuring the continuation of vendor services
  • Implemented Virtualization reducing costs by 18% on hardware, software, licensing- improving overall efficiency
  • Monthly rounds with executives and dept heads to set goals/advise concerns.
  • Maintained quality service by providing 24/7 support and assistance in all aspects related to the organization.
  • Developed procedures, standardization and guidelines for multiple platforms.
  • Hire/guide IT personnel to develop, implement, operate, and administer hardware, software, prioritize incidents
  • Projects short/long term, utilizing ITSM tools/ITIL4 strategies researching/implementing technological solutions
  • Office/Department relocation/migration
  • Collaborate with the organization and executives to discuss requirements, on/off boarding, budgets and timelines.

Manage a team of technicians to support over 15,000 end users by providing help, support, and assistance in all aspects related to the end user, this made the Hospital a more stable and efficient environment

• Ticket system (Service Now/Jira/Remedy/Footprints/Track-IT) used to prioritize daily requests/solutions
• Project Management/Migrated MS Exchange to O365, maintained/supported/educated users
• Adept in building strong relationships with IT staff, customers, vendors and third party contractors
• Constantly providing help, support, and assistance in all aspects making the Hospital stable and efficient
• Monthly rounds with executives and dept heads to set goals/advise concerns
• Attended rounds with physicians and nurses to set goals/advise concerns
• Maintain quality service by establishing and enforcing organization standards
• Develop security standards, procedures, and guidelines for multiple platforms
• Hire/manage IT personnel to develop, implement, operate and administer computer software, networks and information systems
• Office/Department relocation / migration (utilizing ITSM tools)
• Interact with all users, management and executives to discuss requirements, specifications, budgets and timelines.

• Day-to-Day operations include analysis, installation, maintenance and modification of storage, LAN/WAN and computing systems
• Responsible for providing help, support, and assistance in all aspects related to the functionality of the company
• Created, configured, and maintained over 2000 user accounts throughout 26 locations
• Maintained every day responsibilities, made sure software/hardware always updated
• Remote support to users with access, troubleshooting errors of any kind
• Support for both, Windows and Mac, software/hardware
• Use ticketing system (BMC TRACK-IT) to prioritize issues throughout the company
• Travel to certain locations to troubleshoot/resolve open incidents, after hours support when needed
• Implemented printers, scanners, and copiers using the WAN to share data through multiple locations
• Analyze LAN/WAN integrity and make load changes to effectively cut down on bottlenecking
• Interact with all users and management to hear suggestions and produce solid solutions.

• Responsible in assisting and taking lead on projects for a global audio visual company
• Maintained cost-effective strategies and reduced shipping delays to international vendors
• Assisted lead developers in all aspects of beta-testing applications
• Resolve open incidents and support requests
• Maintained corporate database for parts inventory
• Reviewed design for electronic proto-types.

• Effectively supported / maintained a rising health care company concentrated on revolutionizing electronic patient health records
• Solely tested all screens for end-user interface
• Resolve all open incidents and requests
• Deploy, replace, repair and end of life hardware
• Administered / repaired any and all issues relating to the installation and general permission
• Aided in developing the corporate website utilizing my knowledge in graphic design.