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Hq-ccg Application Support Analyst Resume

Norcross, GA

SUMMARY

  • Enthusiastic application support analyst with proven ability to diagnose, troubleshoot, and resolve technical problems. Quick learner with strong working knowledge of software, hardware, networking, operating systems, and security applications. Outstanding communication skills; demonstrated background working well with team members and customer support.

TECHNICAL SKILLS

  • DNS/TCP IP Networking and Firewall Proficient
  • Windows XP/Windows 10
  • MacOS
  • Microsoft Vista - Certified
  • Microsoft - Active Directory
  • Jira - Ticketing Tool
  • Microsoft Office - Proficient
  • PictureU Photo Imaging Software
  • HW - Electrical Soldering
  • ServiceNow
  • IBM Mainframe - Linux

PROFESSIONAL EXPERIENCE

HQ-CCG Application Support Analyst

Confidential - Norcross, GA

Responsibilities:

  • Troubleshoot customer software, hardware, and network issues.
  • Complete root-cause analysis of customer issues and update knowledge base
  • Escalate
  • Capture call details and issue resolution steps - ServiceNow.
  • Create new knowledge base articles outlining the fix/work around discovered during “swarming”.
  • Interprets, analyzes, diagnoses, documents, and resolves customer service problems related to internal supported hardware, software, LANs and WANs with the objective of closing calls.
  • Hardware - peripherals, rfid/scan gun support.
  • Works to consistently improve issue resolution processes by following the established quality assurance guidelines.

Application Support

Confidential - Atlanta, GA

Responsibilities:

  • Managing cases, requests and enhancements using online tools and processes - ServiceNow.
  • Ensuring that client systems are fully operational and any loss of service is restored in a timely and efficient manner.
  • Providing a high level of service to our customers and adhering to our strict SLAs for response and restoration times.
  • Problem determination, workaround resolution, root cause analysis, major incident management.
  • Create productive relationships with and between key stakeholders.
  • Daily scrums to discuss support tasks and sprint planning objectives in agile environment.
  • Ensure that solution and application support documentation is maintained to the highest quality and accuracy.
  • Testing of client applications updates to ensure stability.
  • Documentation of troubleshooting steps to the department wiki for process improvement and quick resolutions.

Database Operator/Analyst

Confidential - Atlanta, GA

Responsibilities:

  • Responsible for executing IT operations processes in order to detect, escalate and resolve incidents or potential incidents.
  • Responsible for assisting with Physical hardware installation, removal and support. Provide incident leadership and assist with directing service delivery staff to restore service as rapidly as possible.
  • Ticketing within ServiceNow for incident reporting and mainframe workflow. As well as expanding upon the knowledge base for known procedures for efficiency.
  • DBA Mainframe operator involving daily operation activities, as well as deep dive incident resolution and reporting.

Service Analyst

Confidential - Atlanta, GA

Responsibilities:

  • Supported 8,000 new users on technical issues related to hardware, applications, and systems
  • Received 40 - 50 inbound calls for Tier 1 Support for 5 new hospitals that implemented a new EHR (Electronic Health System) for EPIC
  • Answer inbound calls pertaining to “How To” instructions for EPIC system
  • Work with end users on understanding technical issues via phone to document and escalate within Service Now ticketing system
  • Maintain calls within an average 8 minute talk time with a 30 second or less average speed to answer and stay within a less than 3% call abandonment rate as a team
  • Verified user pertinent information when necessary when authenticating a user’s profile.
  • Assist users that are experiencing problems with remote access from their PCs at home by providing technical support, and working with Symantec PGP.
  • Troubleshoot software and hardware issues for WellStar EHR users.
  • Break/Fix laptops or desktop computers with Windows/MAC OS.
  • Configure and reimage mobile devices - iOS/Android tablets

Client Success Specialist

Confidential

Responsibilities:

  • Phone support for incoming help desk calls
  • Help troubleshoot routine hardware and software incidents
  • Diagnose, troubleshoot, and escalate customer issues to Tier 2
  • Customer status updates to existing help desk tickets
  • Log incident details related to customer software install errors
  • Solder and repair photo imaging equipment
  • Configure and reimage mobile devices - iOS/Android
  • Laptop hardware/software installation -Break/Fix
  • Troubleshoot customer errors with photo imaging software

Integrated Security Help Desk

Confidential - Alpharetta, GA

Responsibilities:

  • Monitor and help resolve incident tickets logged by dev., QA, UAT, and Prod team members.
  • Help maintain records of security monitoring and incident response activities using ticketing system - JIRA
  • Help trouble-shoot routine network and security incidents.
  • Diagnose, troubleshoot, and escalate approximately 50 tickets per day.
  • Cross-reference JIRA tickets with Security Center – Wiki for Instance Id’s to determine escalation steps and remediation.
  • Log the Instance Id with correct IP and DNS by adding comments in JIRA ticket.

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