This document provides recommendations and an overview of Lilia Sloman's work experience and skills. She has over 15 years of experience in IT roles including desktop support, network administration, provisioning management, and customer service. Her peers provide strong endorsements, praising her work ethic, customer focus, leadership, and technical skills. She has a proven track record of success in healthcare IT, banking IT, and other industries.

1. L I L I A ( L I L L Y ) J . S L O M A N
Cell: 817-852-5033 460 River Rd
Email: LillySloman@gmail.com Andover, MA 01810
PEER ENDORSEMENTS__________________________________________________________________
“Lilia leads by example, she is a top performing provisioning analyst and is doing a great job learning the ropes in this
department. What she is not aware of, she is quick to learn. Lilia displays genuineness in dealing with others on the team,
other departments or THR customers. She recognizes customer service is a critical factor and the crucial security of her
position. I am happy to have Lilia on the team. She is high performing and strives for excellence.” – Jeanette Buswold / MGR
SERV DESK/ACCESS SVCS (IS) / Texas Health Resources
“I highly recommend Lilly. All of my experiences with her have been very positive. She has an excellent skill set including
communications, responsiveness, initiative and leadership. In addition, she has a great attitude, works well with her team
and is very attuned to customer needs.” – Jim Dryden / DIR EHR IT OPERATIONS THPG / Texas Health Resources
“Lilia, I would recommend you for any job in healthcare IT. When we first started with the EHR you came to me to learn
more about Epic to better help our customers. This is a true look at someone that is dedicated to her customers, peers and
employer. Thanks for all your help.” – Ellie Plunkett / MGR APPLICATIONS / EHR / Texas Health Resources
"Lilly, is first of all a go getter. She is smart, intuitive, and professional. She is a self-starter who strives and always is a Top
Performer. She is quick to learn and a team player. She stays motivated by maintain her status of being a Top Performer. I
have worked with her for the last 6 years and i have always been impressed with her work ethic and commitment to
providing nothing but superior exceptional customer service to internal and external customers. She is always polite and
professional no matter what the situation is. She is an asset to any company or department who is fortunate enough to
acquire her" - Quita Upshaw / EHR Application Analyst II/Epic Security Coordination / Texas Health Resources
CRITICAL SKILLS________________________________________________________________________________
• HP ITIL v3 Certified in
Foundations and Operations
• HDI Certified
• MCP
• Management/Leadership
• Microsoft Windows
• Microsoft Office 2010/O365
• Communication
• SOP Documentation
• Process Improvement
• Epic Hyperspace Systems
• Citrix
• Active Directory
administration
• Mainframe
• Unix
• OAS Gold Invision
• EHR /EMR / Healthcare
Information Systems
• Streamline Health
AccessAnyWare
• HIPAA
• Cerner ME / CareFusion
• Microsoft Exchange 2010
Administration
• Cisco VPN
• Microsoft ForeFront Identity
Manager
• CyberArk
• Avaya IP Telephony
• LogMeIn
• Technical Support
• Networking
• IT Service Management
• Quality Assurance
• Visio
• Staff development
• SharePoint
• Incident management
• Information Security
• Call Centers
• Troubleshooting

2. L I L I A ( L I L L Y ) J . S L O M A N
Cell: 817-852-5033 460 River Rd
Email: LillySloman@gmail.com Andover, MA 01810
PROFESSIONAL EXPERIENCE______________________________________________________________________
September 21, 2015 – Present East Boston Savings Bank, 67 Prospect St. Peabody, MA 01960
Provisioning and Data Availability Manager
As the Provisioning and Data Availability Manager, I was in charge of creating and administering user accounts in Active
Directory and Exchange as well as creating new OUs, DL and security groups. Worked with Active Directory, Exchange
Server 2010, Synergy, SilkRoad RedCarpet, Message Watcher, MXLogic console, FICAP.
• Created SOPs to outline provisioning steps for various banking applications.
• Created AD security Roles for all bank departments and positions in order to standardize access.
• Maintained server shares and back up reconciliations.
• Maintained electronic records of all access changes for quarterly Audits.
September 2013 - June 30, 2015 Texas Health Resources, Arlington, Tx 76179
Access Management and Provisioning, Customer Service Delivery / ANALY ITS ACCESS SVCS II (IS)
Contribute and perform department standard operating policies and procedures. Process account access change requests,
such as provisioning, modifying, removing user and group accounts within an Active Directory and EPIC CareConnect
environment. Administer the day-to-day activities of User Access to ensure communication of time-critical information and
to maintain consistent customer service levels, as well as the security posture for all THR assets. Provide customer support,
as well as 1st and 2nd level support to resolve access related issues. Provide on-call customer support as needed and other
duties as assigned. Process daily THR customer requests for provisioning account access to network, applications, Electronic
Health Record – Epic Hyperspace, Cerner, CareFusion, Mainframe, Invision etc. Creating a unique user identifier and de-
provisioning all accounts as needed.
May 2011 - September 2013 Texas Health Resources, Arlington, Tx 76179
Spl Service Desk III (IS), Customer Service Delivery / Team Lead
Monitor agent productivity and rearrange priorities as necessary to accomplish departmental goals. Reviewing, approving
support requests sent outside the service desk providing additional training as needed to advance agent knowledge.
• Created new Training manual from scratch for Service Desk new hires.
• Trained New Hires.
• Retrained existing agents to improve work efficiency and raise KPIs.
• Was responsible for Payroll reporting and Overtime management.
• Assisted Tier II support groups in submitting and approving SOPs.
• Process change requests assigned to the Service Desk.
• Answer the Service Desk Hotline.
• Gathered monthly agent stats for KPI report
March 2009 - May 2011 Texas Health Resources, Arlington, Tx 76179
Spl Service Desk I (IS)
• Provide remote technical support to THR customers.
• Support Microsoft applications and XP, Vista and 2007 operating systems and MAC OSX
• Provide detailed How To support for clinical applications unique to THR
• Process incidents reported to the Service Desk via web and email .
• Process all change requests assigned to the Service Desk.
• Answer the Service Desk Hotline.
• Gathered monthly agent stats for KPI report

3. L I L I A ( L I L L Y ) J . S L O M A N
Cell: 817-852-5033 460 River Rd
Email: LillySloman@gmail.com Andover, MA 01810
October 2001 - January 2009 GLOBAL INCENTIVE MANAGEMENT, MEXICO DMC
Co-owner / Technical Administrator
Using my background in both the hospitality industry and technology, I worked behind the scenes to make sure that our
clients had access to innovative group management resources via web registration, customized group websites and
promotional and motivation materials. I was responsible for the creation of all websites and promotional email blasts for
Mexico Showcase & Travel Expo, Central America Showcase & Travel Expo, Mexico Roadshows and Cancun Roadshows. I
also created and maintained the corresponding databases for these events in order to expedite arrival and departure
information, hotel assignments and departure notices to turn over to the Operations Department days before the actual
events. Thus saving over $12,000 USD per Roadshow event and over $50,000 USD per Showcase events that would have
gone towards outsourcing their organization.
Other responsibilities included:
• Hiring and training of Sales and Operations staff.
• Responsible for scheduling permanent and freelance employees work activities according to group programs.
• Quoting, budgeted and planning of group activities for clients.
• Payment of suppliers and client commissions.
June 2000 - August 2001 NORTH SHORE LONG ISLAND JEWISH HEALTH CARE FOR INNOVATIVE
TECHNOLOGY SYSTEMS, LLC.
Field Supervisor / Tier III Desktop support
Supervised 13 technicians for companywide system rollout. Was responsible for planning, scheduling and ordering of new
computer systems. Went from a mixed environment of Windows 3.1 and 98 to NT Workstation.
I was responsible for weekly status report meeting with client CFO and CIO, Perot System’s Regional Director and ITS
President in which I submitted the following week’s projected installations. Resolved installation issues and was liaison for
vendor and hospital purchasing department.
A year after having left this position, my regional manager emailed me to let me know that they had finally passed my
quota of new installations!
February 2000 - June 2000 MCI WORLDCOM FOR COMSYS CONSULTING
Lan Administrator/Tier III Desktop support
Administered user rights and policies for approximately 1000 end users. Was heavily involved with the planning and
implementing of a major rollout for 300 new hires in new facility. Rollout involved setting up hubs, patch walls and ghosting
new Compaq Deskpros for all new hires. Heavy troubleshooting of both hardware, software and network issues.
Environment includes: NT Server, Novell Server 4.11, Netware Client 4.5, Windows 98 and 2000. HP and Lexmark Network
Printers, Unix based program (Procell).

4. L I L I A ( L I L L Y ) J . S L O M A N
Cell: 817-852-5033 460 River Rd
Email: LillySloman@gmail.com Andover, MA 01810
July 1999 - February 2000 SYSTEMS RESOURCES CONSULTING, INC
500 Frank W. Burr Blvd. – 4th
fl., Teaneck, NJ
Network Engineer / Desk top Support
Desktop support to 600 end users with major troubleshooting for both local and WAN users at CITIBANK, located on 111
Wall St., New York City. Environment included: Microsoft products including Windows 95, 98, NT Workstation and Novell
client 4.11 and 4.6. Was responsible for administrating and creating user accounts on both NT and Novell Servers. LAN,
TCP/IP and IPX/SPX Protocols. Laptops supported were IBM, Toshiba and Dell. Both HP and Lexmark printers (LAN and
local). Email systems included: Netscape Mail. Outlook using HP Openmail with server store, CCMail.
August 1998 - June 1999 ALPHA TECHNOLOGIES
Technical Analyst / Help Desk
Gave remote technical support to clients. Supported all Microsoft products and operating systems which included Windows
95, 98, Workstation, and Novell. Client companies include: American Standard (Piscataway, NJ, Canada, Mexico, and Costa
Rica), Nycomed Amersham, Cosmair, St. Barnabas Hospitals.
June 1996 - August 1998 FIESTA AMERICANA Grand CORAL BEACH RESORT Cancun
Groups and Conventions Manager
Proposed, budgeted, organized and supervised all group events, which included planning and organizing corporate and
incentive meetings. Supervised all group events and activities within the property. Was liaison between meeting planner
and Reservations, Front Desk, Banquet and Accounting departments within the hotel as well as with all local suppliers.
Groups managed include: Elf Atochem North America, US Professional Tennis Ass., NAEDA, Carrier Transicold, Greyson
Thomas & Betts, Alliance Food, Nortel, State Farm Insurance, Auto Owners, and American Express among others.
Note: Was youngest Groups and Conventions Manager in Cancun for a Five Diamond resort.