Rafael WARD
Tallahassee,Florida
Summary
Highly skilled technology leader bringing over 20 years experience in Information Technology support, network and device support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Desire for long-term position with room for career advancement.
Overview
29
29
years of professional experience
Work History
IT Manager
Florida State University
11.2022 - Current
- Conferred with IT Director to advise and plan for short-term and long-term IT system upgrade needs.
- Oversaw IT department operations and training.
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Analyzed network security and current infrastructure to assess areas in need of improvement and develop solutions.
- Oversaw development and implementation of improvements to support and network operations.
- Communicated regularly with customers concerning data exchange and technology integration.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Interacted and negotiated with vendors and contractors to secure products and services.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
Technical Analyst II
HCA
04.2021 - Current
- User training Knowledge of streaming video, administration platforms
- Technology planning Mobile phone support
- Software deployment Testing and diagnostics
- Fault isolation Briefings, reports and
- Peer training documentation
- Information technology Critical thinking
- Technical help desk experience Setup and installation
- Microprocessor-based systems Coordination and collaboration
- Online learning Interpersonal, Authored technical requirement documentation to suit business goals and technological limits
- Designed and maintained consistent data collection protocols and standards across numerous databases and projects
- Undertook technical maintenance of various database systems
- Applied knowledge of IT best practices to tackle new challenges and make educated decisions
- Published technology roadmaps for multi-site facility installation, designing purchasing and installation plans based on customers' budgets and technical needs
- Monitored alignment of individual development teams with policies, suggesting changes and remediation efforts where needed
- Diagnosed software issues and applied troubleshooting techniques to resolve problems
- Cultivated professional working relationships with internal personnel, vendors and suppliers
- Advised project managers on simultaneous technical workstreams, aiding in alignment of broader business goals
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions
- Communicated project status to stakeholders, authoring reports to provide up-to-date overviews of ongoing progress
- Fostered communication between site locations by initiating increased remote operational review processes
- And written
- Data generation tools communication
- Remoter systems support Testing and deployment
- Technology research Existing procedures assessments
- Technology development Technical support
- Windows operating systems Compliance and regulations
- Web applications Customer needs assessment
- Best practices and standards
- Operational support A+ certification Project Management
- Inventory management Security best practices
- Network component installations
- Hardware and software installation
Service Desk Analyst
HCA Healthcare Inc
01.2002 - 06.2008
- Assisted other technical analysts and clinical analyst with day to day technical operations ensuring physicians and nurses had stress free use of the latest cutting technologies
- Define all PC's and printers in Meditech as well as define devices in the correct locations Networked lab instruments and defined them in Meditech as well as location dictionary
- Assist facility System Business Analyst with third party apps when called upon
- Mentored new Service Desk Analysts through shadowing and showing them the ins and outs of hospital life and repair of networked devices Tackled unfamiliar challenges and remained unfazed due to a wide knowledge of IT best practices and industry standards
- Collaborated with System Admins Network Engineers to integrate analysis techniques that would improve, project efficiency
- Provided key administrative support to several coworkers, taking on tasks like remote troubleshooting and over the phone technical during peak times
- Worked closely with Service Desk manager and director to improve processes
- Was part of a small original team that supported 22 hospitals
- Researched, documented and escalated support cases to higher levels of support when unable to resolve issues using available resources
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions
- Documented repair processes and helped streamline procedures for future technical support actions.
Technical Analyst
HCA Healthcare Inc
- 02.2008
- Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments
- Assessed software problems and utilized troubleshooting tools to swiftly resolve issues
- Strove to improve services and technologies through continued analysis of system performance
- Analyzed business requirements and made suggestions regarding appropriate technologies Developed relationships and rapport with various individuals, including internal personnel and software vendors
- Was part of division team to remotely push software via SCCM to keep workstations up to HCA standards Wrote and developed scripts that were later used for our tracker and thin client infrastructure Responsible for PC, printer and network device repair for a 250 bed
Computer Technician
Capital Regional Medical Center
01.1995 - 02.2002
- Configured computers to network drivers and connected to printers and other peripheral equipment
- Installed appropriate security patches to eliminate security vulnerabilities
- Identified hardware issues caused by component failures using approved diagnostic tools
- Upgraded laptops/desktops, improving speed and performance
- Proficient in network protocols, DHCP, DNS, SMPT Updated software versions with patches and new installations to close security loopholes and protect users
- Configured new employee work stations, including all hardware, software and peripheral devices Supported employees with advanced troubleshooting on helpdesk tickets
- Installed, configured, and setup PCs in all stores for optimal operation and reporting
- Reviewed current hardware and software and recommended modifications to increase system, Disassembled computer systems to troubleshoot and resolve hardware issues
- Removed malware and viruses from laptops and desktop systems using specialized software.
Network Technician
Computer HQ
- Installed wiring, cabling and devices to establish, repair and improve network operations Received and prioritized support requests to maximize resource utilization
- Configured all hardware devices and software settings to optimize network performance
- Imaged OS and software deployments throughout system and addressed any implementation concerns
- Trained team members and users in newly implemented and emerging technology to enhance business productivity
- Troubleshot and resolved issues with peripheral devices such as printers and copiers for end users Provided technical and operational support for entire organization
- Traveled to client sites and answered questions via phone and email so that issues were remedied quickly
- Developed and managed project plans while providing status updates to management.
Education
Master of Science - Information Technology
Grand Canyon University
Phoenix, AZ01.2024
Bachelor of Science - Information Technology
Grand Canyon University
02.2022
Associate of Science - Computer Engineering Technology
Tampa Technical Institute
04.1993
Skills
- Risk mitigation planning
- Documentation and reporting
- Quality assurance
- Security planning
- Excellent Communication
- Attention to Detail
- Written Communication
- Dependable and Responsible
- Flexible and Adaptable
- Maintenance and Repair
- Critical Thinking
Timeline
IT Manager
Florida State University
11.2022 - Current
Technical Analyst II
HCA
04.2021 - Current
Service Desk Analyst
HCA Healthcare Inc
01.2002 - 06.2008
Computer Technician
Capital Regional Medical Center
01.1995 - 02.2002
Technical Analyst
HCA Healthcare Inc
- 02.2008
Network Technician
Computer HQ
Master of Science - Information Technology
Grand Canyon University
Bachelor of Science - Information Technology
Grand Canyon University
Associate of Science - Computer Engineering Technology
Tampa Technical Institute
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