Drew Porter

Experience

1. System Support Administrator

   Cgs Administrators, Llc

   Apr 2018 — Present

   Front line for Document Import ProcessBackup for owner of the Scan/Index ProcessHandles sensitive information discreetly, maintaining strict confidentiality at all times as required by company policy and HIPAA regulationsLeads semi-annual OnBase end-user trainingCreates/edits user accountsTroubleshoots system-wide and user-level OnBase issuesCreates/edits Workflow logicMaintains system health per corporate security guidelinesActs as liaison between end-users and development team for trouble issues that require development changesResponsible for tier 2 support passed down from the tier 1 help deskHandled desktop-level application, hardware and network support, imaging, PC deployments, and desktop moves in a Windows environmentLead for several projects including OnBase 15 upgrade remediation and RSA Agent remediationOwned processes for work-at-home users, surplus and disposal, and shipping & receivingSupported users with a variety of utilities including, but not limited to, McAfee EPO, DLP, Security Suite, INFOrm Ticketing System, SolarWinds, and ISEPrimary trainer responsible for creating training documentation and implementing documented practicesManaged workflow and disseminated trouble tickets/work requests among teammatesLead on most high-severity issuesLocal representative for department-wide Knowledge Base committeeLocal representative for department-wide Rewards and Recognition committeeCustomer serviceTroubleshootingDocumentation and reportingTeam building and leadershipData confidentialityHardware installationSystem diagnosticsApplication installationNetwork troubleshootingDesktop technical supportRemote support

Skills

• Analysis
• Leadership
• Networking
• Windows
• Hipaa
• Security
• Active Directory
• Windows 7
• Disaster Recovery
• C2 Government Security Clearance
• Customer Service
• Technical Support
• Process Improvement
• IT Management
• Personal Protection
• Armed/Unarmed Confrontation Management
• Project Management
• Microsoft Technologies
• Call Centers
• Healthcare
• Notepad
• Team Leadership
• Troubleshooting
• Healthcare Information Technology
• Systems Analysis
• Computer Hardware
• Microsoft Exchange
• I.t. Infrastructure
• Testing