SUMMARY

• Self - motivated, detail oriented Application Support Analyst with nearly twenty years in the IT field.
• Excellent interpersonal skills with the ability to interact with all levels of the professional environments (e.g. senior management, clients, and internal peers).
• High comfort level working with technical and non-technical customers and internal software developers.
• Strong exposure to diverse roles and responsibilities, workgroups, and business environments. Proven ability to diagnose, troubleshoot, and resolve technical problems.
• Quick learner with strong working knowledge of software, hardware, networking, operating systems, and security applications.
• Results- driven and versatile technician, with a record of success in implementations requiring an in-depth knowledge working with complex systems, network architecture, and administration in local and remote environments.
• Outstanding communication skills; has a demonstrated background working well with clients and coworkers in one-on-one and group settings.
• User requirement gathering • Hardware configuration and troubleshooting
• Service and quality mindset • Exposure to many different operating systems
• Development process • Exposure to many different programming languages
• Debugging and analysis • Basic SQL query knowledge
• Application interfacing process • Basic C# programming knowledge
• Software design • Well versed on many different forms of remote connections

TECHNICAL SKILLS

Operating Systems: Windows 10 thru XP • Windows Server 2003 thru 2012 o Familiar with/Exposed to DOS 6.2 • UNIX • AIX • Linux

Software Applications: TMW Transportation Software • TMT Fleet Maintenance Software • Visual Studio 2015 (Community Edition) • VMWare vSphere Client 5.5 • SQL Management Studio 2012 • Team Viewer 11 • Confidential EHR • E6 Practice Management • NCG Practice Management • MS Office 2013 (Word, Excel, Power Point, Access) • SalesForce • NetObject Fusion 10 • Tiny Term for Windows • Siebel 7 • Telnet, FTP • FileZilla • The Medical Manager® Versions 8.12 thru 10.30 • PC Anywhere • Multiview 2000

Familiar with/Exposed to: SAP • PC Miler • Rand McNally Intelliroute • ServiceNow • SharePoint • ServiceMaxx Pro • Cummings Insite • Tech Tools • CAT ET • Detroit Diesel Diagnostics • DOS batching • TERM scripting • UNIX • Shell Scripting • Visual Basic.NET • ASP.NET • HTML • SQL 2003 • SQL 2005 • SQL 2008 • SQL 2012 • Microsoft Visual Web Developer 2008 • Microsoft Visio 2010 • VI in UNIX • TERM for UNIX • LAN/WAN technologies • Cisco VPN and network protocols (e.g. routers, switches, TCP/IP)

Languages: Basic SQL query understanding • Beginner to Intermediate level C# programming knowledge • Data Merge Language (DML is a proprietary, primarily UNIX based, modified C programming language) especially designed for The Medical Manager software.

PROFESSIONAL EXPERIENCE

Confidential, Charlotte, NC

System Support Analyst

Responsibilities:

• Analyze application data to assess performance and uncover problems.
• Work in team environment to complete all testing activities according to schedule.
• Coordinate resolutions with development team and project managers.
• Complete root cause analysis of defects. This include facilitating internal and/or third party support depending on the affected module or application.
• Monitor data processing quality assurance and development activities.
• Troubleshoot and resolved application issues escalated from end users.
• Process large batches of data on weekly basis.
• Open and document application error tickets.
• Participated in daily weekly and bi-monthly status meetings.
• Work with development team to assess issues and test for solutions.
• Support company users with troubleshooting assistance.
• Periodically configure new user desktop/laptops for first use.
• Technical translator between the programmers and end users, facilitating EDI goals for the business.

Confidential

IT Specialist Charlotte, NC

Responsibilities:

• Level 1 support for the in-house and external data center (DC74).
• Maintenance of corporate (local office) with user setups and support requests requiring hands-on attention of PCs, laptops, printers, faxes, TCP/IP network configurations and MS Windows servers and workstation OS management.
• Management of Salesforce IT support cases (tickets).
• Support remote users via phone, GoToMeeting and/or RDP with support requests
• New user/permissions creation in Active Directory.
• Configure and deployment of 8X8 VOIP phones on hosted service

Confidential, Charlotte, NC

Web Systems Maintenance

Responsibilities:

• Assisted with custom programming of internal web site and its security.
• Documented web sites in Microsoft Visio to keep a “road map” of pages and functionality.
• Kept daily recordkeeping of assignments in SalesForce utility

Confidential, Matthews, NC

Applications Systems Analyst/Programmer

Responsibilities:

• Created Data Merge Language (DML) programs, mainly on UNIX and AIX based systems.
• Developed scripts according to custom programming specifications; tested, troubleshot and finalized scripts on client system; conducted Q&A with client on completed program.
• Created/modified UNIX Shell scripts to compliment custom DML programs or interfaces.
• Provided Level 2 support for problem resolution: worked client service requests for “broken” or inconsistent programs, and debugged and tested programs. Responded to “trouble tickets” entered into Seibel 7 software.
• Work closely with clients, internal departments and third party developers to resolve system issues and defects.
• Participated as a technical resource in cross-team troubleshooting efforts.
• Installed EDI (Electronic Data Interface) and EMC (Electronic Medical Claims) programs.
• Performed installations, upgrades and patches for various programs; recorded changes, service requests and problem activities for tracking purposes.
• Documented service request requirements and workflow processes, translated requirements into functional specifications, obtained approvals and managed updates to these documents.
• Documented test results, log defects, and communicate regularly with testers to retest code fixes; gathered, analyzed, and maintained a defect tracking report for daily status meetings.
• Participated in nationwide project to update/modify client sites to become NPI compliant.
• Maintenance of various laboratory and pharmacy interfaces.
• Creation of accounting, patient and insurance exports and reports.
• Performed data conversions and many types of data manipulation to and from main, and peripheral, database system