Objective: To utilize my diverse Business Analyst experience, my proven track record analyzing, recognizing and defining business needs as well as my advanced communication skills to achieve the corporate objective.

Key Skills

Experience

Confidential Applications Support Analyst

• Level 1 and 2 Software Applications Support, Training and Troubleshooting For Clients, Applicants and Vendors
• Respond to internal and external end user requests for service determining the nature and extent of support needed.
• Escalating support or referring the caller to the appropriate staff member for additional client servicing
• Respond to software problem calls onsite, over the phone as well as email
• Investigate and troubleshoot error messages determining the appropriate resolution
• Training end users in startup, basic and advanced use of the corporate applications and websites
• Adding and maintaining users via database as well as on client extranets
• Providing expedient and accurate information to all incoming client requests
• Process client orders and change requests according to established departmental policies and procedures
• Maintain and update service level documentation to facilitate ease in standard operating procedures

Confidential

Business Continuity Analyst

• Business Continuity Of Health Information Services Infrastructure
• Database administrator of report repository and report archiving using Actuate's Xenos Infoweb
• SQL Scripting Actuate's Xenos Infoweb
• Disaster recovery specialist utilizing Cerner Millennium 7x24 application
• FTP Scheduler analyst incorporating VPS AnyQ and FTP Voyager
• Working Knowledge of SAN technologies and Backup Analyst to the TSM Administrator
• VMware analyst building architectural virtual desktops and monitoring our Site Recovery Manager
• Level three call center analyst assisting customers with advanced technical support issues
• Level three support for LAN/WAN, TCP/IP
• Administration of User/Email accounts in a Microsoft Windows 2003/2008 Server Active Directory environment. Setup, configuration, and hardware troubleshooting for HP/Compaq, Dell, Acer, and Toshiba Desktops/Laptops and printers
• Set up, configuration, and software troubleshooting for Microsoft Windows XP and Windows 7 operating systems, Microsoft Office2000/2002/2003/2007 application suite
• Provide desk side and remote support to end users on a variety of hardware and software issues
• Address Work Orders in a timely manner from within the company Help Desk application Service Center
• Identify, research, and resolve new technical issues, as an individual and as part of a team, as problems arise
• On call 24 hours a day, 7 days a week, 365 days a year, for all Information technology issues
• Level three support troubleshooting networks, printers, mobile devices, video conferencing installed applications and operating systems
• Strong Working Knowledge of all versions of Quickbooks
• Maintain solid standards for documentation including mileage, tickets and requests, install configurations, passwords, and other pertinent information on a regular basis.
• Proficient in supporting AS/400 Applications including Kronos, HRIS and Microsoft RDP, Remote Assistance, connectivity for Terminal Server, Microsoft Office, Word, Excel, Access, Power Point and Publisher
• Proficient in various email programs such as Microsoft Live Mail, Microsoft Exchange, Microsoft Outlook and Outlook Express, Groupwise as well as internet based email applications such as Google Gmail, Yahoo email and AOL email

Confidential

Operations Technical Support Analyst

• Technical support analyst to the computer services operations department consisting of 12 computer operators
• Responsible for managing, auditing, developing and implementing company procedures and requirements for the computer operators to perform their duties
• Database manager of Computer Associates View report archival for IBM OS 390 Mainframe
• Technical support of IBM AS/400, Kronos and HRIS
• IDX Lastword Tandem Midrange migrations analyst implementing programming changes through all pathways, Development, Test, Production and Training
• Spearheaded the retiring of our IBM Mainframe into a new windows platform, Datastage
• Migrated all existing Computer Associates View reports into the new report repository, Xenos Infoweb
• On call 24 hours a day, 7 days a week, 365 days a year, for all computer operations issues
• Performed annual disaster recovery at Sterling Forest New York
• CAI/NAIMON Interface Application Specialist

Confidential

Computer Operations Supervisor

• Maintain the smooth daily running of all computer operations while supervising 4 senior computer operators
• Multi-platform data center containing an IBM Mainframe, IBM AS/400, IDX Alpha, HBO Trendsar, IDX midrange Tandem, IBM high speed laser printing, tape library, SST on site environmental monitoring system
• Processed the payroll for all Einstein entities including the printing of paychecks
• Processing IBM Mainframe batch jobs, monitoring console messages and exceptions for mainframe and midrange
• systems as well as data center infrastructure, environment and security systems
• First level support as customer service call center service representative when the Help Desk has left for the day
• First level support to the server team to assist in troubleshooting hardware and software issues
• Proficient in all Microsoft Windows Operating systems, Windows 3.0 through Microsoft 2008 Server
• Processing and monitoring server backups as scheduled by the server team
• Performed annual disaster recovery at Sterling Forest New York

Confidential

Lead Computer Operator

• Maintain smooth daily computer operations supervising two Senior computer operators and one junior computer operator
• Multi-platform data center containing an IBM Mainframe, IBM AS/400, IDX Alpha, HBO Trendstar, IDX midrange Tandem, Sun Systems Disk Library, IBM high speed laser printing, tape library consisting of IBM tape media 3420, 3480, 3490 and DLT tapes
• Processed the payroll for all Einstein entities including the printing of paychecks
• First level support to all end users to troubleshoot hardware and software issues
• Processing IBM Mainframe batch jobs, monitoring console messages and exceptions for mainframe and midrange
• systems as well as data center infrastructure, environment and security systems
• Processing and monitoring server backups as scheduled by the server team
• Performed annual disaster recovery at Sterling Forest New York

Confidential

Senior Computer Operator

• Maintain smooth daily computer operations
• Multi-platform data center containing an IBM Mainframe, IBM AS/400, IDX Alpha, HBO Trendstar, IDX midrange Tandem, Sun Systems Disk Library, IBM high speed laser printing, Tape library consisting of IBM Tape media 3420, 3480, 3490 and DLT tapes
• Processed the payroll and general ledger for all Einstein entities including the printing of paychecks
• First level support to all end users to troubleshoot hardware and software issues
• Processing IBM Mainframe batch jobs, monitoring console messages and exceptions for mainframe and midrange
• systems as well as data center infrastructure, environment and security systems

Confidential

Junior Computer Operator

• Processing IBM Mainframe batch jobs, monitoring console messages and exceptions for mainframe and midrange
• systems as well as data center infrastructure, environment and security systems
• Assisted in the processing of payroll and general ledger for all Einstein entities including the printing of paychecks
• Performed annual disaster recovery at Sterling Forest New York

Confidential

I/O Control Clerk

• Entry level position in computer services maintaining computer data, processing and delivering reports
• Maintaining and monitoring the datacenter infrastructure, environment and security systems
• Managing an extensive tape library consisting of over 200,000 tapes