Senior Support Agent Resume , Mt. Washington - Hire IT People

SUMMARY:

Seeks a position as a programmer Analyst, Data Security Analyst or H - 1 Team Lead-Business Warehouse to utilize learned knowledge. As a team member to achieve a common goal and to meet deadlines with challenging projects; while enhancing my degree in Management Science and Information Technology.
Acquired over 12 years Technical and Clinical Integration System Support within a multi-platform hospital environment NT/WIN, Internet mail - GroupWise, JHEM / MS-Outlook. Remote access to the JHH network

TECHNICAL SKILLS:

Database Tools: Microsoft Access, SQL, OracleOperating Systems: Windows XP/NT

Software Packages: Microsoft Word, Excel, Power Point, GroupWise and MS-Outlook

Network: configuration, maintenance and analyzed and resolved PC/ hardware and software problems

PROFESSIONAL EXPERIENCE:

Confidential, Mt. Washington

Senior Support Agent

Responsibilities:

Helpdesk/HopkinsOne during go-live and on off hours Wide knowledge of hospital business practices related to patient care.
Maintained a excellent attendance routine and overtime coverage
A very strong understanding and general support dealing with PC hardware software configuration problems coupled with a wide knowledge of network monitoring and diagnostic tool - Open View
Utilized the Mainframe, NT-WIN and web-based Information Security software to ensure the highest level customer confidential information.
Interface with 2nd and 3rd level support to provide efficient service
Isolate and co-ordinate problem management during critical outages to ensure minimal downtime
Perform system shutdown and time changes
Direct activities and set priorities for level A Agents
Excellent analytical, verbal and written communication skills

Confidential

Senior Helpdesk Staff

Responsibilities:

Over 10 years of extensive knowledge with the Keane billing system housed on the COBOL/UNIX base platform
Highly effective with data center merge from Confidential to John Hopkins Data Center
Critique and re-write JHH and BMC Keane Dayend procedure from fifteen pages to five pages
Monitor and post inbound/outbound HL7 links for several departments via the IBM mainframe to the Keane/UNIX midrange server environment
Makes recommendation during crisis situation to expedite system recovery and assume leadership responsibilities

Confidential, Baltimore MD

Computer Operator 1 - Helpdesk

Responsibilities:

Monitor, maintain and support the hospital financial system
Prepares system to close the current day’s transaction to update tables and databases
Worked closely with system programmers and vendor during the conversion of the COBOL/Unix base server
Stopped and restarted admission, transfer and discharge interfaces
Security access to all databases
Restored and re-build corrupted files in Keane database