Technical Support Engineer December 2019-Present
Austco - Nurse Call Systems and Health Care, Etobicoke, ON
- Provide support to IT issues with Nurse calls, RTLS Systems, Access Control, Cisco phones, Vocera, SQL database, Nurse call reporting via ticketing system including follow-ups until resolution achieved.
- Administrator interface, device integration (HL7, Webservices, Nurse call mobile applications), Facility network, remote access, and VPNs.
- Coordinate resolutions with the development team, project/Client Managers, Technical Consultants, Engineers to execute the project in accordance with business needs
- Assist in design reviews to provide input on configuration options for functional requirements
- Administer and support Active directory, SIP Server, Microsoft SQL Server, and VMWare server
- Develop documentation of system configuration and systems operational support procedures
- Provide support for Austco Nurse call system, networking, and access control as needed both for local and remote users
- Implement and develop an in-house Q&A process to test new products before releasing to the market
- Work with the R&D department to increase the reliability and productivity of the system by reporting and analyzing the bugs and glitches in the system
- Reduce the reporting and troubleshooting time of the installers, end-users, and the service department, and regain the trust of the reseller and the end-users with the company
- Develop a temporary system for service departments to reduce the time spent on a service call by 2-3 hours
