Filip Knedlik

24+ Years of Exceptional 1st and 2nd Level On-Site & Remote Hardware, Software, Network, Clinical, Desktop Support Experience. Exceptional Work Ethic, Creative Problem Solver, Analytical, Customer Service Focused.

IT Generalist - One Community Health

(2020-02 - 2025-07)

Provided managed services for multiple departments within the OCH environment. Liaison between vendors and 3rd party support. Emphasis on Project Support, Customer Satisfaction, and maintaining day to day functions in a fast paced medical environment.

• New Hire user account set up and termination
• New Hire Orientation presentations
• EHR (Epic) support and connectivity
• Printer connectivity hardware support including label printers and scanners
• Active Directory, MS Azure, Office 365, Teams, One Drive admin support
• VIP technical support for C-Suite members and department managers

Clinical Technical Support Representative - Sutter Health - Elk Grove, Downtown Sacramento

(2016-08 - 2019-11)

Managed entire IT support for Sutter South Sacramento/Elk Grove regional Ambulatory and Clinical offices. Eventually supporting the entire downtown Sutter Health Campus and all associated departments. Responded to all incoming tickets and provided immediate support to mitigate any issues affecting patient care. Heavy emphasis on maintaining superior customer care in a clinical environment.

Senior Systems Analyst - Athenahealth - San Francisco

(2014-10 - 2017-01)

1st and 2nd level support for medical software development staff. First point of contact via walk up, email, phone and ticketing system (Service Now). Maintained and "owned" user issues to provide guidance and resolution for issues that exceeded abilities by ensuring that ticket escalation was on track for resolution and not being lost and mishandled once handed off to another department.

• Focus on remote access network authentication issues via RSA Secure ID administration and Citrix and VPN
• Directed all new hire local branch onboarding processes collaborating with HR and Access Control dept to ensure proper network account creation and hardware deployment
• Experienced with Corporate Mobile Device Management console (Airwatch) ensuring proper device security compliance and network resource connectivity
• JAMF Casper Suite and DELL Kace imaging experience
• Leader in providing support to multiple departments within Athenahealth with focus on educating users on new technology by explaining functions in easy to understand methods
• On site repair and maintenance for Apple and Lenovo hardware systems including RAM upgrades, repairing/replacing internal components, warranty repairs and end of life cycle management

Managed Services Technician - Delta Systems Associates - Sacramento

(2007-05 - 2013-11)

Supported all IT infrastructure services for many of the company's most important accounts including ICF International (formerly Jones & Stokes), Rainforth Grau Architects, Lionakis Architects, WRA Environmental Consulting. Routinely visited client sites in San Francisco, Los Angeles, Portland, Seattle and Washington, D.C.; and achieved 100% customer satisfaction handling complex desktop, hardware, software, network connectivity, and wireless issues utilizing various electronic ticketing systems.

• Managed all hardware, software, cell phone, and wireless assets; initiated system upgrades, rebuilds, repairs, and virus isolation/removal; and installed, configured, and maintained workstations, software, hardware, and operating systems involving multiple platforms
• Supported network printers, servers, peripherals, and all wireless technologies (Windows, MacOS, Android, iPhone) and ordered, setup, and administered each client's cell phone inventory
• Planned and coordinated successful transitions to the Cloud environment (GoogleApps, O365)
• Managed licensing for an array of design software products (Adobe, Autodesk, MS)
• Vast hardware understanding and experience with DELL, HP, Apple and Lenovo desktops/laptops
• Key leader in transitioning staff from using local network resources to advancing the user in utilizing new cloud based technology, through personal one on one presentations and through written documentation that was designed to make the transition effortless for the user and to explain the benefits in a manner that even the basic user can understand

Apple Certified Macintosh Support Technician Training (2015-03)

Casper Suite Certification - JAMF University (2015-05)

A+ Certification (2015-10)

Diploma - El Camino Fundamental High School (1990 - 1994)