Larry B Larson Resume 2009

Larry B. Larson 18004 E. Ohio Ave. #102 Aurora, Co. 80017 Phone: 303-632-7926 home 303-330-6724 cell [email protected] I.T. SUPPORT SPECIALIST Goal-oriented, solution-driven professional with 15 plus years of computer support experience providing general PC application and operating system training and support for current and legacy Microsoft operating systems, while following and maintaining local and national IT policies and procedures, HIPPA and NCQA regulatory guidelines as well as other local, state and federal regulatory agency rules and guidelines. I was also responsible for training new-hire technicians and contract technicians for application support and company-specific policies and procedures. Imaging, deployment and refresh of computer systems, peripherals and software while following strict asset management procedures. Setup, troubleshooting, repair and replacement of local and network printing devices were performed as part of my daily job duties. I provided on-site, email and phone support of PC connectivity issues for LAN, WLAN and RAS connections using dial-up, VPN, web-based remote access and wireless access points for Microsoft and Novell networks. Part of my support role was to create and distribute inter-regionally, troubleshooting documentation and diagnostic flowcharts I had created for these applications while working with senior application support engineers and database administrators in Colorado, Northern California, Georgia and Oregon. Creation of documentation for new application installations and all changes to software upgrade procedures and support for the local technicians and national software packaging team in order to automate the deployment of new and existing applications. I worked very closely with the server team to assist with maintenance and hardware issues with file and application servers, print servers, routers and network switches. Primary support technician for the 500+ financial analysts, research scientists, doctors, nurses and clinicians using business intelligence software applications including but not limited to: SAS 8.17 and 9.1x, SAS Enterprise-Guide 4.2, Crystal Reports 8, 9 and XI and Business Objects 6.5x and XI. I also assisted the business intelligence application manager in testing and deployment of upgrades and new software packages. Primary focus with these applications was deployment, installation, configuration and application administration including creating and troubleshooting connectivity and connectivity issues to the IBM mainframe sessions and the hundreds of Oracle, Teradata, Db2, MS SQL and MS Access databases. Trained to provide Lotus Notes account and client setup, end-user training and support including encryption of Lotus Notes email and messaging systems (Sametime Connect) and for MS Outlook and web-based email systems. Provide mobile-device recommendations and ordering assistance, provisioning and configuration of Blackberry, Pocket PC’’s and Palm Treo’s for connectivity to BES and Lotus Notes servers as well as end-user training on these devices. I also worked very closely with IT management, project management, telecom department, web-design teams, web-application support teams, the legal department, Federal compliance groups, departmental directors, managers and administrators to coordinate system-wide network and PC software, hardware, application deployments and system upgrades.

Special attention paid to the medical office administrators, clinical staff and various support personnel in those departments and the different IT departments, including programming, database administration and the IT Quality Testing/Assurance Departments. I have previously performed some mid-range/mainframe operations and user administration (IBM AS400, IBM OS390, MVS/VM [Nomad, TPX/TSO/CICS/RACF] and HP MPE/iX. Schedule and perform system backups to tape, archiving and disaster recovery planning and implementation. Performed installation and support of terminal emulation software and hardware for communication between personal computers and remote terminals to IBM OS390 and AS400, HP, UNISYS and UNIX platform systems. This included creating and modifying batch files and scripting to optimize memory allocation and to perform file transfers between the different systems. C.O.L.D platform document scanning/imaging, indexing, archiving and document retrieval, database maintenance and software installation, configuration and support of Kofax document management systems.

Job History:

Kaiser-Permanente Helpdesk Analyst, Desktop Support Technician, Workflow Coordinator Denver, Co December 2000 - May2002; Helpdesk Analyst May 2002 - June 2008; Desktop Support technician June 2008-April 2009; Workflow Coordinator Provided helpdesk support for approximately 6000 users through telephone and email requests, creating trouble tickets, service requests and MAC requests. Helped to increase first-call-resolution from approximately 80% to 90% by streamlining MAC request procedures and consolidating multiple-system password reset requests, resulting in the helpdesk receiving the James A. Vohs C.A.R.E. award for Quality. Promotion to Desktop Support Technician quickly followed this achievement. As a Desktop Support Technician, provided Tier-II desk-side and telephone support to 3000+ users at the Waterpark Administration campus and the Arapahoe Medical Clinic. Deployment and refresh of computer systems, peripherals and software while following strict asset management procedures. In 2004, assisted in the region-wide upgrade of the KP Colorado network infrastructure and deployment of 7000 new PCs for the multi-billion dollar implementation of Epic System’s HealthConnect electronic health record system, replacing the IBM-based clinical information system, created and administered by IBM. Assisted the data migration and verification team by building, configuring and maintaining multi-boot pc’s with Windows NT4, Windows XP Pro and OS2 operating systems. Created disk-images of these machines using Norton Ghost to deploy and repair these and additional multi-boot systems. Excelled in the support of the 500+ analysts, research scientists, medical professionals, clinicians and business analysts using business intelligence software applications, including but not limited to: PC-SAS, SAS EnterpriseGuide, Crystal Reports and Business Objects. Manageding and troubleshooting connectivity issues to Oracle, Teradata, Db2 and MS Access and MS SQL databases. I was engaged by management to create and distribute inter-regionally to the other regional desktop support technicians, the installation and troubleshooting documentation and diagnostic flowcharts I had created for these applications while working with senior application support engineers and database administrators in Colorado, Northern California, Georgia and Oregon. I also supported and assisted the project management team and departmental directors and administrators with software, hardware and application deployments and upgrades including client-server Citrix published applications, for the Lab, Radiology and Optical departments.

Installation, usage and support of remote access tools and software including Tivoli and Dameware in order to support remote and local users. I provided end-user email support using MS Outlook versions 97-2003 and IBM Lotus Notes, versions R5.08 and 6.5.x. I also setup and configured hand-held computing devices to be used as portals to Lotus Notes BES systems and provided training for these devices to the end-users. In 2008, the KP IT director tasked myself and 3 other desktop technicians to create a Workflow Coordinator Department, effectively a tier-III support group, to coordinate technical expertise, communications and interactions between the five Colorado IT field service groups, The Colorado server team, the Colorado helpdesk, the Colorado Telecommunications department, the national helpdesk, the national NOC and the clinical applications support group. In this group, I performed ticket assignment and reassignment, remote desktop support and software installs, uninstalls and upgrades using remote-support tools, primarily Dameware and IBM Tivoli Remote Control. I personally maintained or exceeded a 98% SLA for incident tickets and 100% SLA for software installation and change tickets. This team was recognized by the national “Best Practices” group as a model for other regions.

TREEV Inc. Software Installation and Support Technician From: October 1999 – November 2000 Performed remote software installations, customer support and training with C.O.L.D. software products operating on DOS and Windows platforms. Optical storage drive and CD-RW drive support, diagnostics and training. Tape archiving and backup systems support, setup and training. Unisys and AS400 connectivity, software installations and basic computer operations. Contractor employment with AppleOne Employment Agency: November 1998 - October 1999 -Sykes Enterprises, Boulder, Co. May 1999 to October 1999 I was responsible for evaluating software projects and performing bug testing and reporting. Installation and maintenance of multi-language Windows operating systems. Network connectivity and troubleshooting and supervising translation teams working on software localization projects Assisted project leads in software regression testing for different client applications including software by Imation, HP, Disney Software and Seagate Technologies. Coordinated, supervised and made recommendations in selecting linguists for project teams to perform translations and software regression testing of client applications. ICG Telecom, Denver Co. November 1998 to May 1999 Provided internal helpdesk support for ICG Telecom, primary focus on Microsoft operating systems and Microsoft Office application issues, assisted team lead in predicting support trends and training of fellow helpdesk analysts. Worked day-labor September 1998 - November 1998 Bank of America Information Systems Support Representative From: July 1996 - August 1998 Information Systems support, data security administrator, help-desk, and user-management, phone reports, software and hardware support. Maintain software licensing documentation and record-keeping. Maintenance, software upgrades and installation using Windows NT 4.0 Workstation and Server. Creating reports using

MS SQL Server 6.5. Support of MS Office 95, MS Exchange server and Microsoft Outlook configuration and training. Internet/Intranet installation and browser setup. Network cabling, router, hub and WAN connectivity, monitoring, support and trouble-shooting of these systems. I had also performed mid-range and mainframe operations and user administration (IBM AS400/OS400, IBM OS/390, MVS/VM [Nomad, TPX/TSO/CICS/RACF] and HP MPE/iX. Schedule and perform system backups to tape, archiving and disaster recovery planning and implementation.

Education: School; Glenwood Springs High School, High School Diploma Years attended; 1976-1980; graduated 1980. School: Roaring Fork Vocational-Technical Major: Electronics, Certificate of Excellence Years attended 1978-1980, graduated 1980. Additional Education: Microsoft Office 95/97; attended formal classroom training, completed through advanced level. I have also attended the following training classes: Customer Service, modem and dial-up connectivity, Microsoft Internet Explorer, ActiveX Controls, Internet Mail and News. Advanced training and certifications for MS Access 2.0, MS Excel 5.0, Access 97, Excel 97 and Word 97. Formal classroom training for RAS/IRAS/Cisco-VPN installation and support, Lotus Notes R5 deployment and support, Windows 2000 Active Directory support and user management. Professional Certifications received: F.C.C. General Radio Operator’s license-1976; Colorado Certified Electronics Technician-1980 Languages Spoken: English Minimum salary requirements: Negotiable, previous salary of $40,200/year. Professional and personal references available upon request.