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Church Musician

Church Musician - Inside Out Worship Center

Houston, TX

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Work Experience

Church Musician

Inside Out Worship Center
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Houston, TX
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2014 to Present

Accompanist keyboard player for Sunday services

Operation Analyst

Methodist Hospital
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Houston, TX
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2014 to 2016

• Leader of 18 technical team members with supporting over 1000+ intake calls daily 
• Monitor call queue 
• Manage day to day activities on the IT helpdesk 
• Maintain positive customer relations 
• Conflict resolutions and decision making 
• Trainer of technical agents ensuring proper customer service practices 
• Provide Tier I & II technical support relating to hardware, software, workstations, peripherals, citrix and remote connectivity 
• Build and edit user profile accessibility 
• Coordinates departmental schedules including after hours support 
• Create daily reports of shift activities 
• Enforced HIPAA and privacy regulations

Network Administrator/CSR

Anointed Faith Family Church
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Tomball, TX
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2013 to 2014

• Server administrator - Windows platform, update software/hardware; kiosk configuration 
• Train end users on Kiosk, PC and Mac operating systems

Server & Storage Administrator

Hewlett Packard/Next Step Learning
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Houston, TX
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2012 to 2013

• 3Par Storage array Administrator 
• Support Virtual Classes utilizing Inform Management Console (IMC) 
• Rack and configure Proliant servers attached to HP 3PAR array 
 
• Installation and maintenance of HP Blade System c-class blade infrastructure quality 
 
• StoreOnce D2D support, Windows 2008 Server, Citrix, 24/7 (on call) phone support 
• Firewall Access support (Sonic wall), AD, DNS, DHCP, VNC, troubleshoot networks 
• Support server outages and connectivity

Church Accompanist

Smyrna Missionary Baptist Church
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Atlanta, GA
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2008 to 2011

Prepare songs for Sunday services; teach singers tone structure; piano and organ accompanist

IT Support Analyst - Call Center Manager

Delta Air Lines
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Atlanta, GA
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2005 to 2010

• Manage 50 employees, scheduling, skills training, reviews, and reporting documents 
• Consulted and provided technical advice, fixes, guidance to local and global users 
• Serviced 75,000 employees globally; resolved critical customer issues in a timely manor 
• Continuously met and exceeded SLA metrics, which included technical support, incident resolution, and timeliness. Serviced 65 -80 calls per shift as a working manager at 98% service resolution 
• Managed major outages, escalations to C-levels, coordinated communications and documentation 
• Utilized Active Directory/LDAP/ Profile renaming, desktop recovery, unlock/reset passwords, setup/delete groups, user and access controls. Provide Blackberry, Sharepoint, Citrix, VPN, VMware support and address replicated issues 
• Configured OSS, DRN, CAT, AQF, Macros, ready keys, support Juniper and remote access

Music Director/Computer Consultant

St. Philips Missionary Baptist Church
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Celina, TX
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2001 to 2005

Piano and organ accompanist for services, maintained and installed church computer system

Software Test Verification Engineer

Efficient Networks - Division of Siemens
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Dallas, TX
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1999 to 2001

• Performance testing on all Windows Platforms 
• Test Script & Test Plan writing; generated reports into team track (Test Director) 
 
KEY SKILLS AND SOFTWARE EXPERIENCE 
Support of Epic 2016, Allscripts Sunrise configuration tool (Method), McKesson Patient Folder (MPF), Hospital Information System (HIS), Athena, Midas, CPN, PACS, Medhost, PHS, Everbridge, Symantec, build user profiles, Knowledge of HIPAA and privacy regulations 
• Maintenance and configuration of PC, laptops, Cell phones, ipads and printers, support Windows10, 8, XP, 2000 and MAC, Support Microsoft suite 2003, 2007, 2010 and 2013, VNC, Bomgar, Sccm12rc, Daneware, RDP, Active Directory, LDAP, DHCP, DRN, re-image software, Contrado Jam Server, Tivoli, profile rename and update, Kana, ghosting, Exchange server, SAP, DBMS, SQL, SharePoint, Juniper support, Remote access Troubleshoot Networking connectivity issues, TCP/IP, Ethernet, LAN/WAN, PC software/hardware, VMware 
• Change gear, Peregrine Service Center, CRM, Remedy, Team Track, Test Director, Track-It, VPN, Cisco Phone, Avaya phone, mobile and emulation support, Citrix, maintain database of users/services, Systems and Desktop Trainer 
• Network and storage administrator support, HP 3PAR IMC, System Reporter, Windows Server 2000/2003/2008/2008R2/2012, Microsoft Exchange 2003/2007/2010/2013, Xenserver, Xendesktop, VMware, ESXi, Hyper-V, NAS, SAN, Fiber channel, Fiber Switch 
• Software Testing and script development; client support and problem solving skills, Knowledgebase updater (helpdesk ref. tool), Video support

Education

Bachelor of Science in Technical Management in Technical Management

DeVry University
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Decatur, GA

2005 to 2006