SUMMARY:

• Dedicated IT professional with 8+ years of experience and expertise in application support, process improvement, problem management, incident/major incident management, knowledge management, possessing key skills in technical support. Proven history of taking on additional responsibilities and implementing process improvements to increase overall efficiency and productivity. A professional able to communicate with all levels within the organization to ensure 100% customer satisfaction.

TECHNICAL SKILLS:

Fluent in English and Spanish Cloverleaf, Epic, Cerner, Solarwinds experienceExceptional communication and interpersonal skills C#, Java, Python, HTML/CSS programming (Beginner)

Strong organizational and time management skills Windows XP, Vista, Windows 7, 8, 10, Mac OSX

Extensive customer service experience SQL 2008, 2012 experience

TCP/IP, VPN, Network infrastructure troubleshooting UNIX and Linux experience (Beginner)

Hardware and software troubleshooting Active Directory, Citrix, Exchange Management Console, MS Office

ServiceNow and Heat ticketing system experience. VMware Admin Console, Group Policy Management

PROFESSIONAL EXPERIENCE:

Confidential

Problem/Incident Manager - Business Analyst II

• Define, maintain, and report on SLA compliance and service metrics using ServiceNow.
• Oversee problem management by defining process and reviewing problem tickets for timely updates and root cause analysis completion. Coordinate meetings and teams to address root causes with permanent solutions.
• Oversee incident management by reviewing all open incidents for all IS teams and following up with team managers to ensure SLA expectations are met. Run weekly and monthly reports using ServiceNow to show areas of success and areas of opportunity for leadership.
• Oversee knowledge management by reviewing all new and existing knowledge base articles in ServiceNow. Work with support teams to gather new information for go-lives and application changes/updates then create or review articles. Manage small team of help desk agents to improve knowledge base articles.
• Provide timely communication to entire organization and leadership during major incidents and business impacting outages.
• Track and analyze trends in Service Desk requests, incidents, and changes, working with appropriate departments to bring about problem resolution and root cause analysis.
• Identify, recommend, develop and implement end user training programs to increase self-sufficiency and satisfaction. Hold weekly in-service sessions with help desk agents to help address new responsibilities or address knowledge gaps.
• Act as top technical resource for escalated issues from both corporate IT staff and end users.
• Assist teams and users in troubleshooting issues with network connectivity, firewall configurations, VLAN configurations, VPN tunnels, VMware Virtual Desktops, Cisco VoIP phones, or Tibco event processing software.
• Assist Solution Center with inbound calls from users and used tools like Active Directory, Group Policy Manager, VMware admin console, Citrix Connection Manager, Bomgar, and a variety of other applications to troubleshoot and resolve user’s issues.

Confidential

Infrastructure Sr. Technical Analyst/Systems Engineer Expert

• Provide worldwide bilingual support and training to all users of the Vertices application.
• Hold weekly meetings to review and approve media and hard drive deletions from Vertices with Media Management and Backup Regional Leads and managers.
• Provided HTML/CSS coding support for Vertices front end web page.
• Performed server and database maintenance on Vertices SQL 2008 and 2012 servers.
• Test and assist in implementation of Vertices software updates and new features.
• Used backup systems Avamar, Veritas, and EMC DPA to setup system backups.
• Used EMC DPA and MS Excel to create and update metric reports for upper management showing master server capacity across the globe, failed backups, and virtual threats.
• Assisted datacenter teams with tape loads and unloads using Tectia SSH and UNIX commands to control tape library robots.
• Used ServiceNow ticketing system to update and resolve tickets created by users and create changes for upcoming server updates.

Confidential

Application Systems Analyst/Programmer - Intermediate

• Maintained Windows 2003, 2008, and 2012 servers for multiple applications under a variety of specifications.
• Worked with vendors and all levels of management to investigate and solve application issues.
• Completed root cause analysis of defects or bugs within applications assigned.
• Managed the implementation of new purchased or updated technologies and applications for various departments.
• Achieved 100% resolution of all problem incidents that were escalated from end users.
• Lowered escalated incidents by 20% through creating over 50 knowledge base articles for Help Desk agents.
• Resolved all issues related to applications myAbility, Right Fax, KB Publisher, and Archibus.
• Created and assigned printers and print queues to workstations for Epic backend printing using PuTTY, OM+, and Tricerat.

IT Senior Analyst–Team Lead

• Manage Service Desk ticket queue and manage the production floor to meet and maintain department SLAs.
• Perform software installs for all hospital employees. Reimage laptops and desktops. Handle technical troubleshooting within a professional environment, including system crashes, connectivity problems and PC problem diagnosis.
• Take incoming calls and assist callers with a variety of issues dealing with medical applications, network connectivity, VPN, software, and general PC issues.
• Use ticketing system, ITSM/Heat, to document and create tickets to other teams.
• Use a variety of tools such as Active Directory, Citrix App Console, Exchange Management Console, Epic, Cerner, Pearl, Juniper Network Connect, Cloverleaf Interface Engine, LANDesk, ScreenConnect, VMware Admin Console, Unix and Solarwinds to identify, troubleshoot, and resolve customer’s technical issues.
• Formed part of team that rolled out new desktops and Cisco VoIP phones at new hospital facility. Installed, tested, and configured new workstations, phones and voicemail boxes. Used Cisco Unified Communications Manager to configure and support VoIP phones and Cisco Jabber.
• Provide mentoring and training for new employees to ensure their success as they were brought onboard, as well as peer-to-peer training to improve other analyst’s technical and customer service skills. Also performed QA analysis and provided feedback to other analysts and management team to improve call center overall statistics.
• Interviewed and screened prospective new team members alongside Supervisor and Manager and provided feedback on why they would or would not be a good fit in the department.