Thomas Edwards
Ventura
Summary
Dynamic Systems Support Coordinator with extensive experience at Cottage Health, excelling in device management and MDM solutions. Proven track record in software deployment and user training, enhancing operational efficiency. Recognized for exceptional customer service and adept problem-solving skills, driving successful go-lives and user adoption across diverse technologies.
Overview
8
8
years of professional experience
Work History
Systems Support Coordinator -Telecom
Cottage Health
Santa Barbara
03.2023 - Current
- Managed the cell phone “fleet” of 1800 devices: iPads and iPhones.
- Used two MDM services in my time, MAAS360 and InTune
- Kept inventory of devices, bought new devices as needed from Verizon.
- Became an expert in iOS, and various other applications we used such as haiku, office, service now, Kronos, UKG, Rover, zoom, and various others. Supported go lives for many software initiatives
- Supported other devices such as VOIP phones, old style telephony, Vocera, pagers, satellite phones, text paging boards, air pods, and many others.
Instructional Designer
Cottage Health
Santa Barbara
03.2020 - 03.2023
- Developed instructional materials and activities to align with established learning objectives with EMR Epic systems
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Implemented employee training programs to improve performance and productivity.
Systems Support Specialist- Epic
Cottage Health
Santa Barbara
03.2019 - 03.2020
- Collaborated with other departments on projects related to the development of new applications or systems enhancements.
- Tested new software releases prior to deployment in production environments.
- Scheduled new trainings and trained end users on the specific kinds of documentation they will be doing for each individual role
Systems Support Coordinator PC
Cottage Health
Santa Barbara
03.2017 - 03.2019
- Supported end users with assistance regarding applications, PCs, printers, laser scanners, document scanners, windows, macOS, iOS, android, office, and many others. Installed devices, worked with NOC team to find IP addresses, patched network cables and more
- Supported Go Lives for many new software and hardware initiatives
- Customer service and documenting tickets in service now
- Ordered products and billed to cost centers, created knowledge base articles
- Responded to outages traveling or rounding as necessary
Education
Computer Support -
VACE
Ventura, CA12-2015
Associate of Arts - Math And Science
Ventura College
Ventura, CA08-2014
Skills
- Device management
- MDM solutions
- Software deployment
- User training
US Army service
- From 2002 to 2003 served with the 3rd Armored Cavalry Regiment, 2 combat tours in Iraq
- From 2003-2004 served with the 2nd Infantry Division in South Korea. Led our US Army Korea culinary arts (knowledge bowl) team to victory at Fort Lee VA for the prestigious Best Installation award for the first time in US Army Korea history. Won a gold medal for knowledge bowl, a silver for the nutritional hot foods challenge, and a participated on the Mobile Kitchen Trailer culinary competition.
- Awarded 3 Army Commendation Medals, Good conduct medal, national defense service medal, Korean defense service medal, global war on terror service medal (expeditionary), global war on service medal, and the Army Service medal.
Timeline
Systems Support Coordinator -Telecom
Cottage Health
03.2023 - Current
Instructional Designer
Cottage Health
03.2020 - 03.2023
Systems Support Specialist- Epic
Cottage Health
03.2019 - 03.2020
Systems Support Coordinator PC
Cottage Health
03.2017 - 03.2019
Computer Support -
VACE
Associate of Arts - Math And Science
Ventura College