MARC MICHAELS
Cedar Park,TX
Summary
Motivated, determined team player, and leader seeking to advance a career in Information Technology. Possessing a strong technical aptitude, excelling in troubleshooting electronic, networking, and technology issues. Extensive expertise in providing end user support, Virtual Agent Chat Bot, Knowledge Base Administration, Automated Call Distribution, Windows OS, Mac OS, iOS, Android, Microsoft Office Suite, Office 365, Exchange, Windows Server 2008-19, and EMR Clinical Applications.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager of Administration. MIS
NYC Health + Hospitals Corporation
01.2023 - Current
- Led and transitioned Epic EMR support from an external vendor to an in-house operation. Developed extensive workflows and knowledge scripts to support 1 million + patients with Epic MyChart issues and requests. Conducted research based on cost/platform and secured interpreter service for non-English speaking patients. Enacts governance on vendor, caught over $1k of erroneous charges
- Developed and implemented Patient Support IT area under service line. Decreased cost through self interpretation FY 2024 by est. $20k+
- Developed and implemented ServiceNow End-User Knowledge Base, Virtual Agent (Chat Bot), and Service Operations Workspace
- Administers Virtual Contact Center (ACD) Platform. Developed and implemented standardized dashboards during mass User Hub migration. Enabled front end message recording for multiple lines. Consolidated multiple lines by transitioning to single carrier. Revised existing security protocols to safeguard the application from unauthorized access. Standardized recording policies and governed SFTP for call removal
- Administers MediaWiki platform. Enacted governance program of mass removal of user accounts to prevent unauthorized access
- Manages a team of subordinates, established one on ones to outline goals and tasks. Approaches 24/7 shifts based on business need to strategize concerns/issues under service line. Coordinates training and provides at the elbow support
- Works as the acting project manager, presenting projects to leadership and working with multiple teams and staff
Senior Systems Analyst
NYC Health + Hospitals Corporation
08.2021 - 12.2022
- Responsible for handling Level 2 & 3 Support for unresolved issues assigned to the desk
- Provides coaching, documentation, and training opportunities to Level 1 Support Staff to assist in resolution and job duties
- Navigates on-call lists and other internal resources for critical issues requiring immediate attention; including Outage, Patient Safety, VIP, or Revenue Affected users
- Addresses outages and coordinates with appropriate support teams(s) for quick turnaround and system up-time
- Compares alerts to live issues and confirms relation
- Runs ServiceNow filters against alerts and existing tickets to identify trends in current system issues
- Works with management to alert end-users of system issues/outages via Everbridge & Alertus notification systems
- Joins conference bridges pertaining to outages, and coordinates follow-up with end-users to confirm resolution
- Responsible for updating internal Knowledge Base with clear, and current information
Systems Analyst
NYC Health + Hospitals Corporation
08.2019 - 08.2021
- Serves as first contact Level 1 Support for all NYC H+H employees via Verizon's Virtual Contact Center (call routing system), E-Mail inquiries, and BeyondTrust (Bomgar) Representative Console
- Demonstrates knowledge & skillset including documenting, troubleshooting, resolving, and escalating to level 2 and level 3 support teams
- Utilizes ServiceNow ticketing system to classify Incidents, Requests, RITMS, SCTASKS, and CHG's while adhering to ITIL & SLA standards
- Handles remote access issues, including Duo Mobile MFA enrollment, Cisco AnyConnect troubleshooting, Virtual Desktop Infrastructure access, and HHC Connect portal requests
- Provides provider, clinical staff, and patient support pertaining to several EMR Healthcare applications, including Allscripts, Cerner, Epic, Epic MyChart, McKesson PACS, PointClickCare, and Quadramed
- Addresses IT and networking issues from a local and virtualized standpoint, including Windows 10 O/S, Microsoft Office Suite, Active Directory, Command Prompt, LAPS, McAfee Endpoint Encryption, Server access requests, Citrix, and VDI (VMware)
- Provides Contact Tracing support for the COVID-19 pandemic via the use of Salesforce and associated applications, including Twilio Flex and Omni-Channel
Help Desk Analyst (Contract)
KPMG LLP
10.2018 - 06.2019
- Demonstrates proficient use of ServiceNow ticketing system; applies correct configuration item and assigns to appropriate assignment group as necessary
- Performs Active Directory requests; Account Unlocks, Password Resets, Account Disable/Enable, Domain Controller lookup
- Resolves remote VPN access issues; including RSA Token Administration Console, unlocking, re-synchronizing, emergency access, and provisioning of hard/soft token(s)
- Diagnoses issues within Citrix and VDI environments
- Use of remote access tools; including Remote Desktop Connection, Bomgar, and Skype For Business/Enterprise editions
- Supports a plethora of hosted applications, including Audit, Advisory, Tax, and SharePoint 2013 Sites
- Responsible for providing support to end users on the the phone as well as on live chats
Trade Floor Support
Evolution Markets LLC
01.2018 - 09.2018
- Responsible for providing IT support within a faced paced financial environment
- Manages trade floor consisting of 20 brokers while maintaining professionalism and integrity
- Handles and maintains several 24 channel T1 lines for maximum up-time and resolves issues with carrier immediately
- Supports a plethora of trader applications, including ICE, CME Direct, and Bloomberg
- Maintains and administers Microsoft Exchange Portal, Office 365, and Salesforce inquiries
- Supports trader/telecom communication equipment, with the ability to resolve technical issues within limited time-frame
Document Specialist
Technical Traffic Consultants
10.2010 - 11.2013
- Utilized high speed Canon scanners to scan and index freight documents
- Proficient use with company imaging software and indexing methodologies
- Performed scanner maintenance including changing rollers and cleaning
- Worked with various freight companies within AS/400 IBM system to resolve lost and past due invoices
- Organized and completed a project to sort and classify aging freight bills within company
- Resolves IT issues within imaging department
Education
Associate of Applied Science - Cyber Security
SUNY Rockland Community College
Suffern, NY2016
Associate of Applied Science - Computer Support Services
SUNY Rockland Community College
Suffern, NY2014
Skills
- Strong Communication Skills
- Project Management
- Team Management
- Leadership
- Team Player
- Working Independently
- Ability To Handle Stressful Situations
- System Administration
- Active Directory
- Windows Server 2008/2012/2016/2019
- Windows XP, 7-11 Configuration
- Mac OS
- Office 365/Exchange/Citrix/VMware
- ServiceNow - Incident Management, Knowledge Base, CMDB, Virtual Agent
- ITIL & SLA Best Practices
- BeyondTrust (Bomgar) Representative Console
- IOS/ Android / MDM
- Cisco WebEx
- Microsoft Teams
- Healthcare EMR Applications & Workflow
- Salesforce
- MediaWiki
- Automated Call Distribution (Virtual Contact Center)
Certification
TestOut PC Pro Certified
TestOut Network Pro Certified
Timeline
Manager of Administration. MIS
NYC Health + Hospitals Corporation
01.2023 - Current
Senior Systems Analyst
NYC Health + Hospitals Corporation
08.2021 - 12.2022
Systems Analyst
NYC Health + Hospitals Corporation
08.2019 - 08.2021
Help Desk Analyst (Contract)
KPMG LLP
10.2018 - 06.2019
Trade Floor Support
Evolution Markets LLC
01.2018 - 09.2018
Document Specialist
Technical Traffic Consultants
10.2010 - 11.2013
Associate of Applied Science - Computer Support Services
SUNY Rockland Community College
Associate of Applied Science - Cyber Security
SUNY Rockland Community College
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