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Rodney Keith Gibbons, MS, MSW 850-778-3960 (c) keith@rkgibb.

com

At a glance
Talented, educated professional with 20 years career achievements 10 years Information Technology experience: administration, security, design, and strategic planning #1 ranked employee in customer service skills with HCA High emotional IQ: Ability to listen and meet the customer’s needs Proven innovative self-starter: curious, always learning Technical writer and contract writer Works independently while enjoying being a team member and growing through the exchange of ideas Certified Cisco Network Associate and web developer Supervision of employees and hired contractors Leads by facilitating loyal, cooperative, and adaptive atmosphere

EDUCATION
 Master of Sciences Information Studies Florida State University 2001  Master of Sciences Clinical Social Work Florida State University 1993  Bachelor of Sciences Psychology Florida State University 1989

PROFESSIONAL EXPERIENCE SUMMARY
 HCA IT&S, Tallahassee, FL 2010 - Present Service Desk Analyst  Information Technology Consulting, Tallahassee, FL 2008 - 2010 Information Technology Consulting, Owner

Demonstrates analytical and problem solving skills Saving money through elimination of high equipment costs avoiding outsourcing designing a Linux-based virtual server system Enhancing efficiency by reducing system down-time by developing a desktop imaging and standardization system Optimizing network performance by providing-load balancing strategies and monitoring bandwidth utilization

 Benedict Engineering Consulting, Tallahassee, FL Information Systems Analyst  BioMedix Vascular Solutions, St. Paul, MN Clinical Sales Specialist  Department of Financial Services, Tallahassee, FL Distributed Computer Systems Specialist

2006 - 2008

2005 - 2006

2000 - 2005

PROFESSIONAL EXPERIENCE
HCA IT&S, Tallahassee, FL (Ranked 94th in Fortune 500 companies) Service Desk Analyst               2010 - Present

#1 ranked employee in customer service skills with HCA at Tallahassee facility Provides and maintains remote incident resolution, triage, and research for proprietary software and infrastructure problems in a large geographically distributed medical service network Tallahassee office ranks #1 of all HCA facilities for volume and efficiency Work performance routinely meets and exceeds highest performance standards and expectations. Provides complex incident resolution and documentation for Southeast Division using Remedy Assessment, collaboration, research and resolution, follow-up, and root cause analysis for application and infrastructure incidents Identifies, evaluates, promotes, and implements highest customer support practices Protects confidentiality with regard to all aspects of patient care and employee information Routinely ranked within top 5 of 40 employees Maintains a broad understanding of Corporate, Division, and facility-specific applications, technology, and terminology in a constantly growing and changing environment Provides technical writing, policy, and software documentation Maintains Microsoft SharePoint sites Selected as Southeast Region point-man for Capsule Vitals Now project rollout Mentors, supports, and cross-trains other analysts regarding use of application software, best practices, and infrastructure components

Technology Consulting, Tallahassee, FL Independent Consultant, Owner         

2008 - 2010

Launch and maintain content managed websites for not-for-profit organizations Coach business owners in social media marketing strategies Design architect and implementer Leon County Small Business Institute, a secure, scalable, wireless network serving Innovation Park Small Business Incubator Collaborate with local telecom provider maintaining a secure, high-bandwidth service providing 100% uptime and supervision of contractors Provide network design, installation, and office automation services for medical offices Develop marketing strategies and flexible costing options for website development, design, and ongoing office automation support services Write small business plan, market and sales analysis, financial projections, service/product line, seek business coaching services Implement basic business elements, develop written vision, ideal customer objective, marketing, repeat sales, billing and revenue practices Employ key business trackers marketing performance

Benedict Engineering Consulting, Tallahassee, FL Information Systems Analyst  

2006 - 2008

Team lead SQL database management Avoid outsource costs by developing SQL migration proficiency, successfully upgraded to SQL version 2005

     

Eliminate high equipment costs by providing in-house assembly and repair of enhanced CAD workstations Responsible for desktop computer support and networking services Cost reduction $50,000 in hardware costs through collaborating the internal design of a Linuxbased server virtualization environment Drastically reduced system down-time by designing a desktop imaging and standardizing system Optimize network performance by monitoring bandwidth utilization applying load-balancing strategies Provide technical writing documenting and standardizing support and security procedures

BioMedix Vascular Solutions, St. Paul, MN Clinical Sales Specialist         

2005 - 2006

Sold highly specialized computer-based diagnostic device and service package and provide ongoing customer support Trained staff using cloud hosted SQL-based database service with a MySQL interface Responsible for all sales and on-site technical support for five states in Southeast Division Equipped medical technicians and staff conducting diagnostic tests Provide a single point of contact for training and follow-up services for all division customers Independently responsible for generating sales leads and cold calling as needed Maintain rapport and won confidence among General Practitioners, Podiatrists, Interventional Radiologists, and Cardiologists selling patented, high-tech diagnostic equipment and services Increase revenue for medical offices by coaching practice managers regarding billing practices and added services Collaborate weekly with national sales force developing strategy and policy

Department of Financial Services, Tallahassee, FL Distributed Computer Systems Specialist          

2000 - 2005

Promotion from computer desktop support team to network support team Customizes and tests a local disaster recovery system to State standards while saving thousands of dollars avoiding a high-cost external off-site hot-site solution Oversee backup and disaster recovery operations Maintain access to Microsoft TechNet and Gartner Technology Research implementing Best Practices standards for Network strategy and planning Utilizes Remedy software to manage work requests for over 2,400 state-wide users Provides support using remote desktop technology and travel throughout the State of Florida Participates in large-scale technology refresh projects including desktop hardware, Cisco routing and switching devices, fiber upgrade and software migration Provides Cisco PIX firewall support Microsoft server administration and support Participates in Cisco Voice-Over-IP migration project, Windows 2000 and 2003 network migration, Lotus Notes to Microsoft Exchange migration

CERTIFICATIONS AND TRAINING
Certified Cisco Network Associate (Not current) Microsoft Certified Systems Professional (Not current) Microsoft SQL Server Administration, April 2007 Cisco Secure PIX Firewall Advanced, May 2004 Cisco Certified Network Associate, June 2004 Microsoft Certified Systems Professional, 2003 Windows Microsoft Certified Systems Administrator, October 2003 Computer Networking Certificate Tallahassee Community College, 2000 Cisco Certified Networking Academy, Tallahassee Community College, 1999

TECHNICAL SKILLS
              LAN hardware/software administration, design, installation and configuration, including network security, firewall monitoring technologies, and shared network devices Systems Administration (Microsoft Windows Server 2000 and 2003, Active Directory) Network management (TCP/IP, DHCP, DNS) TCP/IP Ethernet DHCP and static IP addressing, wireless networking Cisco, including IOS, routing and switching MS SQL Database administration 2000/2005 VMware, Citrix cloud, networking and virtualization technologies Web Design, including Internet/Intranet development/administration (HTML, PHP) Adobe CS3 Dreamweaver, JavaScript, CSS) VPN based mobile/remote computing solutions, Remote Desktop, DameWare Mobility Solutions including Mac IOS MS Office 2012/ 2010/ 2007 IT project management, system documentation, policy creation Disaster recovery policy and implementation

HCA JOB REVIEW COMMENTS (3 years)
Keith… …uses all resources at his disposal to resolve each and every issue. Keith is exceptionally gifted in his ability to assist remote users. You can tell Keith cares about his callers and the job he does. … brings amazing customer service skills. He is extremely professional and courteous analyst. I know he gives it his all to resolve each and every call … listens effectively, adjusts to changes without frustration …is a team player and is always willing to do whatever it takes to continuously build on the relationships with the Techs in the field … was tasked with being Service Desk Project Lead for Capsule's Vital Now. He did an excellent job with knowledgebase articles and communicating his findings with the staff.