Core Competencies for a Sr. Technical Support Analyst
Employee: Edward Jackson
Employee Performance Evaluation: 10/29/07
Kevin Noel, Manager x24792008 goals:
- MCSA with an IT security focus by April 30th, 2008
- Obtain an IT department position of Security Engineer Level I
- Enroll and begin coursework at the University of London (Online) – Philosophy program (personal goal)
- Completed the following exams working toward the MCSE
- Exam 70-294: Planning, Implementing, and Maintaining a Microsoft Windows Server 2003 Active Directory Infrastructure
- Exam: 070-272: Supporting Users and Troubleshooting DesktopApplications on a Microsoft® Windows® XP Operating System
- Exam: 070-271: Supporting Users and Troubleshooting a Microsoft® Windows® XP Operating System
- Passed the Certified Ethical Hacker Exam
- The goal of the ethical hacker is to help the organization take preemptive measures against malicious attacks by attacking the system himself; all the while staying within legal limits. This philosophy stems from the proven practice of trying to catch a thief, by thinking like a thief.
- Developed a MEDITECH training program for Client Services
- Implemented process for running a 2nd Service Desk shift
- Developed various scripts, workflow improvements and hardware required to enable Service Desk Analysts the ability to image PCs in the Service Desk area
- Promoted to Sr. Technical Support Analyst
Manager comments:
Thank you for your persistence and dedication to the Client Services group. You continue to be a key element in the development of a stronger, swifter and more technically competent group of analysts at the HH Service Desk. Your decision to pioneer the 2nd shift and lay the foundation for after hours support is having an enormous positive impact across this enterprise.
You and I meet and discuss your progression on a routine basis. I’m very pleased with the decision to move you into a Sr. Support Analyst role last year. I value your openness with me and that you are willing to accept my open door policy as a communication venue to me.
Below I have bulleted some of your key contributions to the HH IT department.
- Volunteering to cover shifts, working holidays, supporting junior analysts when they are on call at all hours of the night.
- Routinely arriving at least 1 to 2 hours early and staying 1 to 2 hours late at a minimum.
- Customers praise the services you provide
- Initiated the IT daily briefing, CS imaging process improvements and workflow improvements
- Has received spectacular comments from ALL remote transcription workers, supervisors and HIM manager for your work with correcting the SoftMed errors.
- Going out of your way for your co-workers at your own expense to facilitate camaraderie and an enjoyable work atmosphere.
- Building positive relationships with team members outside of the Client Services group.
Eddie has an excellent attendance record and is always willing to act immediately in a problem solving situation.
The IDP is a tool used by IT Management to facilitate career planning and growth. A deficiency in the achievement of goals defined in the IDP does not reflect negatively on the annual review. Definition of IDP goals with IT Management and achievement of stated goals does demonstrate a partnership with Halifax Health and the desire and ability to progress in your career goals.
You have begun to expand your overall understanding of the HH environment of care by dedicating time to work with the ED, Laboratory and various nursing floors during the evening shift.
Thank you for all that you have done and continue to do for our Information Technology Department and the Halifax Health organization as a whole.
Employee comments:
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