This document outlines the responsibilities and achievements of an IT leader with oversight of desktop engineering and support services. Key responsibilities include improving support efficiency through managed services, enhancing the end user experience through automation and standards, and security initiatives. Some notable achievements include designing and implementing a zero-touch imaging solution that won an innovation award and saved over $500,000 annually, upgrading over 8,600 PCs to Windows 7 on time and on budget, and rationalizing the technology refresh program to extend the refresh cycle by 3 years saving $2.6 million.

1.  Highlights
o Headof multiple groupswithinthe ITSupportServicesStructure
 DesktopEngineering
 Improve efficiencyof supportteamsthroughManagedServicesfor:
o PCsand Laptops
o Mobile Devices
o ThinClients
 Improve the overall EndUserExperience
o Automation
o Image and Hardware StandardsGovernance
o PerformUserAcceptance andFunctional testingfornew IT
hardware systems
o Security
 Bestof Breed - MonthlyUpdate Program
 Vulnerability remediation efforts
 Special Projects
o ProjectManager
o Researchand Development
o NetNew Facilities
o Rollouts/Large Scale Moves
o Tech Refresh
o “Other”
 Depot(WarrantyRepair) andHardware Purchasing
 ConsumablesDistribution
 Laptops/Portable Device Distribution
 Device Triage andHardware/WarrantyRepairs
 Manage IT and Planning purchasesof MinorIT EquipmentandHardware
Requests
 Administrative FieldServices
 PC Break/Fix
o DesignedandImplementedZTI(ZeroTouchImaging)
 ZTI (ZeroTouch Imaging) isa comprehensivesolutiondesignedtoimprove
efficienciesthroughautomationand centralization.Initsbasicform, itallows
remote re-imagingof a PCback to a knownbaseline,includingall appsanduser
data. Takenas a whole,ZTIfacilitatesaparadigmshifttodesktopmanagementand
support.It isinnovative inthe sensethatZTI is nota single technologyora custom
application. Itisa holisticsystemthatadvancesautomationthroughthe integration
of technology,people,andworkflows.
 ZTI won“the” Harris Health“Overall SystemAwardforInnovation”
 ZTI was chosenovermany competitorsandcomplex systemsuchas
automatedlabtestingequipmentand acustomPeopleSoft HRapplication

2.  ZTI setsthe stage for over$500,000.00 inpotential savings peryearrealizedbyboth
IT and the usercommunity
 Please see attachmentsfor:
 Sanitized - InnovationAwardSubmission andPresentation
o Designed,Implemented,andManageda highlysuccessful approachtoupgradingto
Windows 7
 Completedthe Win7Projecton time andon budget - 36 movingparts
 DeployedWin7 to 8,604 PCsin 4 months
 DirectedWin7 teams(up to 26 resourcesatpeak)
 Performedwalkthroughsandidentificationof base targets
 PerformedmorningaftersupportfornightlySCCMpushes
 Handleddailyescalationsandtroubleshooting
 Coordinateddailyeffortsandafterhours initiatives
 Provide dailyreportsonstatus
 ProcessedweeklyChange Controlsandapprovals
 ScrubbedremainingXPliststoprocure dailytargets
 DirectedWin7 teams
o F12 imagingteam
o Tech RefreshTeam
o WalkthroughTeam
o DailySupportTeam
o MemoryHDUpgrade Team
o Mac Mini ReplacementTeam
o WirelessNetwork - F12 ImagingTeam
o DailySCCMPushTargets VettingTeam
o SCCMImprovements - DesktopEngineeringTickets
o Special ConsiderationsTeam
o Software ReinstallationTeam
 CoordinatedWin7 ApplicationmitigationwithService Owners andover123
applications
 EstablishedaSoftware ReinstallationTeamtohelpwithtime critical applications
 Developedcustomsolutionstomitigate issues
 PackagedApplicationstoexpedite imagingsensitiveissues
o Influence ITOperationsand Strategy
 AuthorTech Refreshstrategies
 Authormultiple policies,procedures,and standards
 Researchandsupportdozensof technologyinitiativesanddraftsupportingbusiness
cases
 Implementprocessimprovementinitiativesinall areasof responsibility
 Chairof the ClientTechnologiesCommittee
 VotingMemberof the Harris HealthStandardizationCommittee
 StandardsGovernance

3.  Research,test,andcertifytechnologyupdatesandupgradesforEOL
productsand systems
 Identifynew technologies –research,test,andcertify
 Negotiate withvendorstoestablishbestpricing
 Presentformal recommendationstothe CIO
 Formalize the new standardandnotifyall teammembers
o Rationalizedourdesktoptechrefreshprogrambytransformingittoone basedon data
collection andanalysis.Thiswasaccomplishedbydevelopingacomprehensive Depot
report.Thisreportdocumentsall repairsanddevice failures.The datashowedwe were
replacingPCstooquicklybasedonestimatedsupportcostsversusperformance andthe
overall userexperience.Eachyearwe reviewedthe dataandit showedbenefitsbeyondthe
predictionsof the priorbudgetcycle. Ultimatelywe extendedthe techrefreshscheduleby
3 yearssavingthe organizationanestimated $2.6mduringmy tenure
o Managed upto (49) remote sitesand(10) FTEs
o Work closelywithafullyimplementedPMO
 ProjectManage “Special Projects”andothersasassigned
o Serve asthe InformationSecurityLiaisonforIT
 ProjectManager forlarge scale vulnerabilityremediationinitiativesacrossall IT
disciplines
o R&D
 Designedandimplementedthe Wyse ThinClient(ClientSide) Infrastructure and
SupportSystems
 EngineeredasolutionforEpicdocumentscanningforHIMand Registration
 Architectof multiple “WorkFromHome”initiativesandassociatedinfrastructures
 Apple i-PadCertificationandSupportInfrastructure Design
 Performedthe researchandauthoredabusinesscase andrecommendation
for implementingMobileIron asour Mobile Device ManagementSystem
 Testingandcertification
 Intel Compute StickR&D
 ResearchingWindows10on compute stickas a ThinClientreplacement
 ResearchingUbuntuoncompute stickas a ThinClientreplacement
 ResearchingWyse PCExtenderon compute stickasa Thin Client
replacement
 Completedmultiple mobiledevice certificationsandrolloutstosupportprojects
such as:
 PatientSurveys
 SignLanguage Interpretation
 PatientFoodOrderingServices
 Executive MobilitySolution
o Projects

4.  I have beenincharge of everymajorNetNew facilityhardware rolloutforthe past
(8) years:
 Turnedup over1,000,000 sf of NetNew facilities
 Deployedover6,000 PCsfor Tech Refresh
 Deployed2,000 ThinClientsaslow cost PCreplacements
 Deployedliterallythousandsof NetNew FacilitiesrelatedPCs,Printersand
peripherals
 Deployedthousandsof Epic(EMR) relatedperipherals,carts,andmobile
devices
 Servedasthe quasi architectin the designof ourIT MinorEquipment
Warehouse Space andWarranty Repairfacility
 Challengedwiththe deploymentof (6) clinicsin(6) monthsdue tothe influx of
fundsfromhealthcare reform
 All (6) netnew facilitieswereturnedupontime andwithinbudgetdespite
maintainingafull workloadacrossall areasof responsibility
o AutomationandProcessimprovementsnapshot –the followingispossible due primarilyto
systemsdesignedandimplementedbymyteam
 2008 Environmentsupportedby(20) FieldServicesTechs
 7,200 PCs
 3,500 Printers
 2016 Environmentsupportedby(20) Field ServicesTechsdespite(8) yearsof
growthwithimprovedSLAsandcustomersurveyresults
 8,900 PCsand 2,000 ThinClients
 5,200 Printers
o OtherAchievements/Activities
 Windows10 Upgrade - Architectand ProjectManager
 Recentlynegotiatedan$87,000.00 savingsperyearwitha majorvendor reducing
maintenance onacore technologyby40%
 Negotiateda29% cost reductionforour standardizeddesktopssaving $272,200.00
peryear fortech refresh
 Designedthe ITtestinglabfacilities –“Hands-On”labandsupportingprocedures
 Completedareview of UserswithLocal adminrightsandreducedby94%