SUMMARY:

• Over ten years of experience as a proficient Lead Computer Business IT Analyst.
• Expert in remodeling key business areas within the Business analyst IT departments, through rapid engineering, analysis and communication with internal stakeholders.
• Key strengths in innovative execution, tailored to respond to business needs, providing flexibility and a results - driven support model.
• Demonstrated proficiency cultivating relationships and providing strategic consultation to internal partners regarding optimal IT hardware and software.
• Business Analyst with over five years of experience supporting business solutions software and analyzing business operations aiming to utilize my strong prioritization skills and analytical ability to achieve the goals of your company.

KEY AREAS OF EXPERTISE:

• IT Health Management
• Process Optimization
• Software Security
• HIPAA Compliance
• End User Training
• Quality Control
• Database Management
• Requirement Documentation
• Systems Administration
• Technology Development
• Lead Management
• Risk Assessment/Mitigation

TECHNICAL EXPERTISE:

Hardware: Dell/ HP / Gateway desktops and notebook, printers, scanners, digital projectors

Systems: Apple OS, Windows, Unix Based systems

Software Database: Microsoft SQL Server and Microsoft Access, Platforms Microsoft Windows XP/Vista, Mac OS., UNIX,, Windows 7, 8, Network Local Area Network (LAN), Active Directory, Wide Area Network (WAN), Virtual Private Network (VPN), (EPIC),Mychart (HP QC, MTM, Microsoft TFS, JIRA, Rational, Bugzilla

Applications: Microsoft Office, Norton/ McAfee Anti-virus, Remedy, Corps of Engineers Financial Management System (CEFMS), User Proposal Application Submission System, Blackberry, Service Now, SoundCloud, Salesforce Commerce cloud, Visio, Avaya, PowerPoint, outlook, PowerPoint, SQL, AND Relational database management systems, Tandem/Switching eMDR reporting

PROFESSIONAL EXPERIENCE:

Confidential

HelpDesk support

Responsibilities:

• Responsible for IT Service Management (Epic/Mychart) Epic Secure
• Provided EMR applications support.
• Responsible for Incident, Problem, and Knowledge Management ITSM processes.
• Responsible for Support for major incidents / triage support scenarios.
• Provide Great Customer service.
• Responsible for Strong verbal communication and problem solving scenarios.
• Able to work in a fast-paced environment.
• Support for Familiarity with BMC Remedy Force (or other ticketing systems).
• Help support Health provider environment knowledge.
• Created Data for eMDR reporting (ticketing system)
• Epic ePrescribe
• Epic Secure
• Epic MyChart Bedside
• S trong proficiency with the process for Pharma/FDA regulated systems.

Confidential

Responsibilities:

• Provide an extensive scope of application support services for Epic applications by making accurate assessments and interpretations of customer needs and requirements.
• Responsible for testing the application and partnering with third party vendors to support functionality.
• Troubleshoot incoming service requests via phone and/or email and enter service requests (tickets) for all calls received.
• Leverage extensive scope of expertise to remedy and identify solutions to non-standard requests and problems, demonstrating ability to solve moderately complex application related problems.
• Apply subject matter expertise and proficiency with Windows environments to administer an active directory expected to support 100 end users and seamlessly allow interaction between internal and external parties.
• Utilize software including Nextgen, Epic, Peoplesoft, Kronos, Techcare, Avitar/Elmar Service Now

Confidential

I.T. PRODUCTION SUPPORT

Responsibilities:

• Provided front-line primary technical support to end-users on various technical issues and problems relating to hardware, software, and peripherals.
• Responsible for responding to and resolving Tier I software and hardware service requests in timely manner, assuring superior quality control at all times.
• Exhibited exceptional problem solving skills in order to diagnose, evaluate and resolve complex problem situations.
• Leveraged technical expertise to effectively train, advice and guide customers on hardware and software program functionality.
• Restored routine technical services and equipment problems by analyzing, identifying and diagnosing faults and symptoms using established processes, procedures and conducting research as necessary.
• Performed root cause analysis and developed checklists and process documentation, enabling end users to self-remedy typical problems.

Confidential, Los Angeles, CA

OWNER/CEO/CREATIVE DIRECTOR

Responsibilities:

• Develop business architecture using requirements such as school process alternative and risk.
• Responsible for marketing
• Utilized subject matter expertise to develop and design the application; managed the entire lifecycle from testing and monitoring through the initial phasing.
• Lead marketing efforts including providing prospective and existing users with training and demonstrations on application functionality.
• Develop marketing strategies for online sales.

Confidential

HelpDesk Support

Responsibilities:

• Managed, defined and developed configuration and supporting Epic computer applications.
• Identified and analyzed areas for business health improvements within the IT department of family hospitals; provided concise proposals to internal decision makers and cross functional partners.
• Developed cohesive process documentation including maps and flowcharts of the current and future Epic IT business processes.
• Researched, diagnosed and prognoses the impact of Epic processed modifications.9
• Identified and flagged potential risks associated with Epic IT applications during its inception stage; mapped clear understandings of existing business functions and processes, i.e. Mumps, Active Directory.
• Served as a subject matter expert and led meetings with internal partners to disseminate pertinent information. Prepared extensive reports and presentation material for business meetings, managing complex spreadsheets that resonated with the needs and interests of business partners.
• Analyzed specifications of business systems through meticulous research and presented clear, concise conclusions within detailed reports successfully
• .Epic Test Management deployment processes.

Confidential

LEAD PRINTER TECH ANALYST

Responsibilities:

• Responsible for the management, operating and tending printing press; performed traditional and modern printing methods to offset lithography, gravure, flexography and letterpress.
• Worked in tandem with the Engineering Department by performing full range, on-site system maintenance and repairs on assigned products.
• Extensive experience in technical diagnostics, break/fix, installation, removal and customer call assistance.
• Authored and distributed cohesive process documentation including business printer IT road maps.
• Managed and automated manual and paper-based processes and co-authored company published IT printer user training books.
• Conducted through research to identify, analyze and increase new opportunities to enhance productivity.

Confidential

COMPUTER TECH ANALYST II TEAM LEAD

Responsibilities:

• Provided extensive first system support response for over 10,000 clients requiring assistance.
• Authored and collaborated in detailed, engaging, informative and well organized presentations.
• Monitored database recorded history and analyzed all system outages and malfunctions, troubleshooting and resolving all matters promptly.
• Managed and mapped systems information flow of classified information within Confidential .
• Successfully increased the efficiency and automation of various IT system applications by 25%.
• Created and integrated business IT road maps and provided applicable process definition, analysis and documentation.