CONRAD R. BURROUGHS

 

16918 Bougainvilla Ln.832-202-9333 (work)

Friendswood, Texas 77546832-202-9333 (mobile)

conradbfe@gmail.com

 

SUMMARY:

 

·               I am resourceful Senior Hardware and Software Analyst and Technical Specialist with widely diversified expertise in multiple operating systems. IE: Windows OS and Mac OS, MS Office Software, network, hardware warranty, smartphones, IPad or iPod, Androids devices and maintenance. Provide technical resolutions for hardware and software products.

·               As a Senior Analyst and Technical Specialist capable of researching and investigating emerging technologies that will help to deliver exceptional service to Researcher, Clinical faculty, Staff; and Academic Faculty and students

·               20+ years of experience providing innovative solutions that delivers a strong technology base of information for the leading Operating Systems, applications, and hardware of products line.

 

Specialized Skills:

·               Provided authorized repair service for Compaq, HP, Dell, Fujitsu, IBM, Macintosh, and Systems Engineer for PC Custom Engineered systems and others

·               Specialized in hardware, software, VPN, Remote Desktop Connection, XWindows, VMware, Hyper-V, Windows 7 64/32bit, Mac OS X, Multi-media, Desktop Publishing, LAN, WAN, WordPerfect, MS Office Suite, and others

·               A solution provider for Web Applications, Perl, SQL database; PC, MAC, Linux and UNIX base system hardware and software applications

 

EDUCATION:

 

Embry-Riddle Aeronautics University – Military Base

BS, Electronic Engineering, 1980

 

PROFESSIONAL EXPERIENCE:

 

MD Anderson07/2012 – Present

IT Technical Support Analysts

·                                                                            Ability to troubleshoot issues with mobile devices such as iPhones/iPads, Androids and Blackberry’s.

·                                                    Experience troubleshooting local and network printing, e-mail, connectivity, remote access, and hardware issues.

·               Ability to log, assign, prioritize, and escalate issues as appropriate.

·                                                    Strong end user communication skills.

·                                                    Strong interpersonal skills.

·                                                    Ability to work under strict deadlines.  

·               Provide End User Support (Helpdesk) to employees in all offices on software applications.

·               Assist with software installations/troubleshooting.

·               Performs full disk encryption on implementation project including data backup on MAC computers and on Windows-based machines

·               Install and implement the installation of Windows 7 migration including analyzing and troubleshooting installation issues

·               Document and track solution, repairs and installation issues

·               Remote trouble shooting using variety of different software tools

·               Log all help desk interactions with clients and field technicians

·               Troubleshoot and resolve complex software, hardware and technical issues for clients

·               Identify and escalate situations requiring a field technician when necessary

·               Identify and resolve issues for customers and management utilizing Windows XP, Windows 7, MAC OS, Active Directory and Microsoft Office Suite

·               Experienced in Win Magic encryption, Secure Doc, MDA Standard software, MDA Preferred software installation / request, Altiris

·               Restored admin/user rights with GPO on the computers for the end user

·               Assists customers and customer departments' support personnel in resolving complex hardware, software, integration, and operating system-level problems in the desktop for Mac and Windows systems

·               Maintains complete, accurate and up-to-date incident tracking information, escalates to appropriate support departments and follows up with departments.

·               Provides on-the-job training to co-workers in the handling of routine requests and coordination duties.

·               Install software packages with Microsoft SCCM as the primary point for administration.

 

Native Staffing06/2012 – 07/2012

Sr. Technical Support Analysts

·               Provide onsite services as a contractor to install and implement the installation of Windows 7 migration and technical support analyst for various sites

 

Burroughs Computer Services, Inc., Houston, TX11/2010 – Present

Sr. Computer System Engineer

·               Responsible for implementing and supporting computer application systems for small to medium Pharmaceutical Company, Clinics, Baylor, Research Labs and others

·               Perform as business analyst to determine business requirements/user needs for developing solutions

·               Designs or customizes software and hardware for optimizing operational efficiency and improving business processes, working individually or as part of a team on small scale projects

·               Supports all users of application systems, timely implementation of and ongoing maintenance of applications, and provides the opportunity for enhanced user productivity

 

Primary duties:

·               Provide a high level of service for Administration computers, Clinic computers and systems, Research computers and systems

·               Services provided to clients by attending to and resolving onsite technical problems

·               Efficiently install, configure, maintain, repair, and otherwise supports services, specialized systems, desktop computers, software, applications, and related equipment in a networked environment

·               Documents each troubleshooting case, annotating all updates to ensure proper documentation of the final resolution

·               Provide Tier 3 level technical support to clients and other team members

·               Troubleshoots Linux and Windows servers, desktop services and systems; recommends improvements

·               Trains users needing additional core computer and application skills as the position related information technology responsibilities evolve

·               Provide engineer of Network infrastructure, NAS and SAN for virtual drives, storage and backups for small to medium size company (Acronis)

·               Provide technical support for VPN and remote access, (Citrix, Cloud application)

·               Participates and executes rollouts/deployments, migrations and upgrades as part of the IT team

·               Advises department or school and provides them with IT solutions

·               Possesses leadership abilities that motivate others to perform various tasks well 

 

Baylor College of Medicine, Houston, TX 01/1997 – 11/2010

Sr. Computer System Administrator – Department of Ophthalmology

·               Implements, upgrades and supports application systems.

·               Assures that all systems are fully tested before implementation into production. Troubleshoots and resolves reported system and application problems in the test and production environments.

·               Documents and describes process and procedures relating to current and future systems environments.

·               Trains and educates users on system functionality and capability.

·               Provides Level 2 and 3 support for day-to-day production issues, maintaining documentation for the following system (Linux, Windows Sever 2000, 2003, 2008), 300 plus desktop computers system (Dell, HP, Lenovo, Toshiba, Apple, Various mobile devices) Windows and Mac OS, Backup storage NAS and ISCSI NAS and devices, VM ware, Cloud severs, Cloud applications, Active Directory profile and user security permission, SQL database, IIS Web server, Website design maintenance, Video server and video production of surgery cases, EPIC, EMR Logic, and Logician 

·               Custom design of hardware and software for special projects and engineering, Electronic Medical Record System, Various Topography and Clinical Diagnostic Systems: (Tomey, Atlas, EYESYS, Heidelberg HRT3, Nidex 3-DX, Zeiss IOL Master, Topcon TRC-50EX OIS Camera), (Research: Luminex 100, ND-1000 v3.7.1 Statagene MX3005P, Kodak Image Station 2000R, Nikon Metaview – Versa4max, NIS Elements, Act-1 Nikon Camera DXM1200, Tecan Infinite M200 – Magellan 6, Confocal Microscope)

 

Primary duties:

·               Provides Level 2 and 3 support for day-to-day production issues, maintaining documentation in the appropriate tracking systems while adhering to prescribed escalation & change control procedures.

·               Provides leadership and support to a super-user groups.

·               Supports standardization of documentation and the integration of applicable standards and practices.

·               Evaluates IT application updates and revisions and may participate in testing.

·               Provides support for applications and coordinates with the appropriate teams.

·               Coordinates planning for installations of maintenance releases with

·               Application Solution Architect, Application Developers, and Technical Analysts.

·               Provides documentation and delivery of training on assigned applications

·               Interacts with business teams to develop application requirements and deployment plans

·               Participates in coordinating installation of application changes.

·               Installs maintenance/patches and software upgrades.

·               Ensures new installations will integrate with the current application and data technical environment

·               Additional tasks/responsibilities as defined.

·               Completes assigned tasks as per defined project scope, timelines, and budgets for implementations, and worked on multiple implementations at any given time.

·               Participates in coordinating the transition from implementation to production and application support.

·               Develops reports, scripts and forms according to required specifications

·               Documents business and system processes and procedures through the use of industry standard process flow and flow charting techniques.

·               Provides documentation on the application systems environment.

·               Develops application back-up and recovery procedures.

·               Participates in the development with Vendors and the MBO's of detailed interface and program specifications.

·               Provided a high level of service for Administration computers, Clinic computers and systems, Research computers and systems

·               Efficiently repaired, installed, and maintained equipment and conducted moves/adds/changes to hardware product

·               Performed skilled work in the installation, diagnosis, repair, and maintenance of a variety of computers, related peripheral equipment, including printer and scanners

·               Diagnosed various network problems such as connectivity, data accessibility and restrictions, slow performance, and inefficient programs

·               Troubleshot Linux and Windows servers, desktop services and systems; recommended updates and improvements

·               Provided engineer of Network infrastructure, NAS and SAN for virtual drives, storage and backups for small to medium size company (Acronis)

·               Provided technical support for VPN and Remote Desktop Connection (Citrix, Cloud application)

·               Possessed leadership abilities that motivated others to perform various tasks well

 

 

Experience:

·               Familiar with care processes and their integration with other departments inside and out of the hospital such as ED, Surgery, lab, imaging, pharmacy, and transitions of care to other facilities or levels of services

·               Detailed knowledge of the area for which they are responsible (ED, Surgery, ICU, etc.

·               Familiar with physician workflow, clinical content, outcomes management and patient experiences within the organization

·               Technical knowledge with Product/Vendor Analysis, software support and training programs.

·               Knowledge of systems and application development.

·               Experience with report development tools.

·               Experience with implementation of application software packages/custom applications.

·               Knowledge of the application of computer technology within healthcare preferred.

Sterling Chemical Co.  Inc. – HCI Computers (Apr 1996 - Jan 1997), Texas City, Texas

Technical Support Analysts

·               Provide advance level of troubleshoot, installation and engineering for desktop hardware and software support.

 

City of Houston, Houston, TX 09/1984 – 04/1996

 

LAN Administrator – Solid Waste Management Department09/1993 – 04/1996

·               Responsible for technical support for WAN and LAN network with a user base of 85 PC Desktops and 2 servers to provide user access to data for 24/7

·               Responsible for user support in the following applications: WordPerfect 6.1, Lotus 123 version 5.0, DOS 6.22, Windows 3.11, Windows NT 3.5, Windows for Workgroup 3.11, Harvard Graphics 3.0, Reflection 2.1, Paradox 5.0, LANtastic 6.0, Microsoft Mail and others

·               System Engineer for Novell 4.X, Windows NT 3.5X, ATT UNIX System 5 and LANtastic 6.0. WAN and LAN at 5 locations

·               System Administrator for SNA Gateway, SAA gateway, Remote Access by Modem pool, Internet Access, GIS Mapping System

·               Implemented, maintained, and monitored standard operating protocols; Ethernet 10BaseT and T1 connections for the WAN

 

Microcomputer Analyst – Finance and Administration01/1990 – 1993

·               Responsible for computer hardware and software for multiple City of Houston departments, including: The Mayor's Office, Citizen Assistance Office, Finance and Administration Department, Police Department, Aviation, Comptroller, Housing and Community Development and Legal Department

·               Supervised LAN connectivity to the Amdahl 370 mainframe and installed 15 – 2,500 IBM terminals citywide to the Amdahl mainframe via concert cluster controller/front-end processor

·               Installed PC Networks IE: AT&T Starlan 1 and 10 Megabyte networks and Novell 2.x, 3.x, 4.x with WordPerfect, Lotus, Database application software, Remote Dial up PC Gateway, SNA gateway for UNIX and SAA gateway for Novell Servers

 

Communication Technician III – General Service Department09/1987 – 01/1990

·               Responsible for installation, configuring and maintenance of IBM terminals and cluster controllers for multiple departments to connect to an IBM Mainframe citywide

 

Instrumentation Technician III – Health & Environmental Control09/1984 – 09/1987

·               Responsible for the support and repaired of all continuous air monitoring equipment

 

P.A Inc., Houston, TX  09/1981 – 09/1984

Electronic Engineer

·               Responsible for Design prototype non-destructive tubing inspection equipment for oil drilling rigs

ACCOMPLISHMENTS / AWARDS:

 

·               Knowledge of Cisco Local Area Network switches or Avaya network equipment.

·               Knowledge of how to configure, install, monitor, and troubleshoot the physical installation of data or voice switching devices, layer 1 devices, and all their associated equipment.

·               Knows how to use various test equipment such as TDR, OTDR, Network Analyzers, 10/100/1000 cable tester, Multi-meter, Network Analyzers, or other common electronic test equipment and techniques to be able to successfully resolve a data or voice network problem.

·               Knowledge of the principles and techniques for wiring installation, troubleshooting and maintenance, operating principles, methods, practices, options, and limitations of copper and fiber optic cables.

·               Knowledge of support for uninterruptible power source (UPS) and basics power requirements for network equipment.

·               Experience with Windows or Macintosh desktops or laptops.

·               Strong communications skills with excellent spoken and written English. Ability to communicate clearly with individual computing users and other staff on all levels - in small groups, one on one, and in writing is required.

·               Proven experience as a problem solver.

·               Initiative and ability to work independently and willingness to proactively learn new skills.

·               Knowledge of inside plant wiring standards.

·               Able to read and follow simple wiring and network diagrams.

·               Experience installing boards and memory into systems.

·               Ability to work well under pressure.

·               Excellent customer service skills.

·               Skill and good judgment in communicating with all levels of end-users and representatives from internal/external organizations and vendors is required.

·               Ability to work as a team with other physicians, patients, faculty, students, guests and staff.

·               Able to terminate and test fiber optics.

·               Knowledge of wireless network equipment.

·               Knowledge of outside plant cabling standards.

·               Knowledge of standards and practices involved with different types of buildings and the methods used to penetrate and install wiring, to include all horizontal and vertical wiring.

·               Experience with supporting 2 or more data or voice networking products

·               Knowledge of Layer 2 support

·               Affiliations: WideBand Corporation, 1995-Present

·               TWIC