Malik Wallace
Information Technology
Bay Shore,NY
Summary
Rational Clinical & Technical Support Analyst with 2-3 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Clinical Support Analyst
Northwell Health
02.2023 - 02.2024
- Dedicated helpdesk professional currently providing clinical support in a 80000+ user environment
- Primary liason between Northwell hospital & clinical user community
- Provided 1st & 2nd level help desk support for clinical products & applications
- Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets
- Responsible in clinical configurations - workstations, user accounts, and location changes.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
- Evaluated emerging trends in the field of medicine and updated clinical support practices accordingly to ensure continuous improvement in patient care
- Mentored junior clinical support staff members on best practices for providing exceptional service while maintaining professionalism under pressure
Technical Support Analyst
Northwell Health
04.2022 - 02.2023
- Dedicated helpdesk professional currently providing technical support in a 80000+ user environment
- Maintain and support systems, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets
- Ensure system security for desktop, mobile and cloud environments
- Closed 95% of trouble tickets on the first call without escalation
- Commended for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more
- Achieved ticket and call satisfaction rating of 4.9/5.0 consistently logged and monitored ticket status to ensure fast, quality resolution of every issue.
- Assisted in product testing efforts prior to release, helping identify potential bugs or user experience improvements needed
- Resolved complex technical issues for clients, enhancing overall system performance
- Provided remote assistance to customers in resolving software and hardware issues, ensuring minimal downtime
Law Enforcement Officer
NYPD
07.2019 - 04.2022
- Display sound judgement under pressure in life-threatening situations and other emergency scenarios
- Named 'Commanding Officer Award' in 2019 for performing exceptional police duty
- Honored with multiple commendations for heroic acts and police duty excellence for preserving public safety, fighting crime and preventing loss of life
- Responded to police station- and 911-dispatched calls involving traffic incidents, emergencies and criminal activity, including homicide, domestic violence, assault/battery.
IT Work Study Student/Supervisor
Farmingdale State College
09.2018 - 05.2021
- Secure networks throughout the entire college for faculty and students
- Setup meetings and project goals for the IT department
- Develop portfolios and develop budgets in collaboration with other employers
- Provide reliable help desk services to faculty and students
- Maintain and service all computer service equipment on campus and through remote campus service.
Amazon Delivery Driver
SMI Logistics
01.2018 - 02.2019
- Provide exceptional customer service and execute transmission of packages in a timely manner
Seasonal Park and Recreation Aide
NYS Parks
05.2013 - 11.2018
- Operate and complete cash budgets, Collect park and admission fees, Provide exceptional customer service and operate commercial vehicles
Education
Bachelor's - Computer Science
Farmingdale State College
Farmingdale, NY 01.2017 - 05.2021
Associate of Applied Science - Applied Science
Computer Information Systems Nassau Community College
Garden City, NY 05.2016 - undefined
Regents Diploma - undefined
Baptist Diocesan High School
West Islip, NYSkills
Certification
CompTIA A+
Timeline
Clinical Support Analyst
Northwell Health
02.2023 - 02.2024
Technical Support Analyst
Northwell Health
04.2022 - 02.2023
Law Enforcement Officer
NYPD
07.2019 - 04.2022
IT Work Study Student/Supervisor
Farmingdale State College
09.2018 - 05.2021
Amazon Delivery Driver
SMI Logistics
01.2018 - 02.2019
Bachelor's - Computer Science
Farmingdale State College
01.2017 - 05.2021
Associate of Applied Science - Applied Science
Computer Information Systems Nassau Community College
05.2016 - undefined
Seasonal Park and Recreation Aide
NYS Parks
05.2013 - 11.2018
Regents Diploma - undefined
Baptist Diocesan High School