OBJECTIVE:

• To utilize my superb customer service communication skills and technical support and System and Network Administration roles to further my Support Engineer career.

PROFESSIONAL EXPERIENCE:

Confidential, Orlando, FL

Senior Technical Support Engineer

Responsibilities:

• Troubleshot issues with ServiceNow’s Access Control Lists, Client Scripts, Business Rules, Update Sets, and Web Service calls by configuring the JavaScript and Java calls made by the customer’s integrations
• Worked with ServiceNow System Administrators to troubleshoot their integrations with e - mail notifications for server outage and performance issues
• Configured Single Sign-On to utilize LDAP integration to bypass ServiceNow’s standard login methods and user data is imported via Import Sets, which are scheduled throughout the day
• Assisted clients integrate third party software, to pull in data via Web Services, JDBC, LDAP, Excel, CSV, Email, SOAP, REST, and/or WSDL calls
• Partnered with Automations, Performance, Platform Technologies, and/or User Experience ServiceNow teams to collaborate on cross team issues

Confidential, Nashville, TN

ServiceNow Developer

Responsibilities:

• Document ServiceNow Eureka e-mail and workflow notifications, UI Policies, Client Scripts, Business Rules, UI Actions, and Access Control Rules
• Create numerous Client Scripts (Glide, Jelly, and JavaScript) and Business Rules to switch focus to certain areas of forms depending on conditions, set fields based on certain conditions, and personalizing the custom environment

Confidential, Brentwood, TN

ITSM Consultant

Responsibilities:

• Provide ServiceNow, Confidential Remedy, and Cherwell Implementation service to clients to improve their current ITSM solution and recommend alternate solutions to ensure companies save time and money via process improvement
• Develop Confidential Remedy applications (Java) and ServiceNow scripts (Glide, Jelly, JavaScript), administering Confidential Remedy ITSM/AR Server, Mid-tier, Web Services (XML), and ServiceNow, integrate LDAP and ARDBC server(s), and developing JavaScript apps
• Interface with customers regularly regarding their needs and preemptively seek to resolve performance issues

Confidential, Nashville, TN

Technical Systems Analyst

Responsibilities:

• Create printers in Linux on McKesson servers, while managing print jobs and clearing queues
• Manage drive space on Windows 2003 and 2008 R2 servers on MSSQL by shrinking database logs files and removing non-necessary SQL databases
• Migrate Juniper SA6000 to Juniper MAG6611 appliance, and assist with connection issues by creating roles and rules for third party companies and internal users
• Mount servers and run all Network and Fiber cables in data center, then configure for use as new or replace servers

Confidential, Nashville, TN

Technical Support Analyst II

Responsibilities:

• Maintained home office environment for three years, increasing and improving productivity and client relations
• Performance tuned Apache Tomcat, Microsoft IIS, and other web servers for Mid-tier on Windows 2003, ’08, ‘12
• Responded to tickets for Confidential Remedy Mid-tier, AR Server, CMDB, OnDemand, Web Server, JSP performance, and managing load balancer response times for small, medium, and Enterprise customers
• Utilized SoapUI and Remedy Developer Studio to create web services and custom coding using XML development
• Adjust and/or develop Crystal Reports and BIRT reports for clients where data was not pulling from the data warehouse, Business Objects, Oracle Database, or MS SQL

Confidential, Franklin, TN

I.T. Support Specialist

Responsibilities:

• Assisted Wholesale, Correspondent, and Retail Loan Officers on inbound phone calls, correcting issues with their loans and the loan software to increase their sales figures by hundreds of thousands every quarter
• Administered CUPS and Samba print server for four primary offices and multiple remote locations by adding, removing, or modifying settings
• Accessed Customer's computers remotely through LogMeIn Rescue or RDP to troubleshoot hardware/software/loan related issues

Confidential, Nashville, TN

System Administrator

Responsibilities:

• Utilized Veritas Volume Manager to manage disk groups to increase network storage/reallocate space
• Analyzed and determined disk/network performance utilizing super user UNIX commands
• Performed infrastructure support tasks in the takeover of the systems/services contract for a State of TN agency
• Added, modified, or deleted users based on requirements from Managers and System Level requirements
• Maintained 24/7 uptime on all Sun Servers (Solaris)

Confidential, Brentwood, TN

Technical Support Level 2/Web Site Administrator

Responsibilities:

• Created numerous time-saving documents, Confidential t mailing label generation and work around process documents to assist end-users and I.S. Customer Support staff work more effectively
• Administered accounts, printers, and Practices using UNIX console for Misys (All Scripts) systems
• Reset passwords and access on network, Misys, OnBase, HOST, Kronos i-Series/TEM accounts
• Worked with OnBase Administrator to resolve time critical OnBase batch job issues and saved lost revenue

Confidential, Nashville, TN

Technical Support

Responsibilities:

• Edited HCFA 1500, UB92, and ANSI format files using MultiEdit, Mediclaim, and an ANSI de-piping program using ANSI, HCFA, and NSF specifications
• Resolved connection issues to Mediclaim’s server for customers using 56K Baud modems
• Maintained superb customer relations, provided technical support for entering claims into Mediclaim, Web Entry, and MedWare, and stayed up to date on current year’s CPT, HCPCS, Modifiers, COB, and Diagnosis codes

Confidential, Nashville, TN

LAN Support

Responsibilities:

• Migrated users to new workstations throughout company and setup computer/peripherals
• Tore down point of sale equipment and packed cash registers for shipment for several K-Mart store closures
• Managed cable routing and installed new point of sale equipment for several different restaurants

Confidential, Nashville, TN

LAN Support

Responsibilities:

• Generated detailed log of all hardware/software on the computers and configurations
• Re-imaged/redeployed hundreds of desktop computers using Norton Ghost to install new versions of operating system, then all applications

Confidential, Nashville, TN

Computer Operator

Responsibilities:

• Operated and resolved issues with printers, tape, disk drives, UNIX consoles, and Windows Batch programs jobs through the day
• Quickly cleaned and performed maintenance on vital backup equipment and noted system incidents in log books
• Repaired input/output connections in Police Officer’s vehicles for wireless communication to central computer

Confidential, Nashville, TN

Network Operations

Responsibilities:

• Used multi-meter to determine Confidential (HP) monitors posed an Electrostatic Shock threat
• Setup Dell PowerEdge servers/Cisco receivers in rack mount unit, confirmed server could download ABC Networks broadcasting news feeds, and replaced/configured Bay Networks hub/switch with Cisco Router/Switch