SUMMARY

• Well - developed written and verbal communication skills, alongside an excellent memory, facilitate accurate, speedy and halpful responses to inquiries and requests.
• Strong awareness and anticipation of clients' needs paired wif the ability to multitask and prioritize ensures that clients receive excellent service in a timely and efficient manner.
• A demonstrated capacity to learn, coupled wif an aptitude for acquiring and practicing skills, creates a mindset to continually develop capabilities and provide continuously improving service.
• Experience working wif multiple implementations of different Applications on the platform allows broad understanding of interconnected development goals (collisions and timesaving opportunities).

TECHNICAL SKILLS

• Certified System Administrator Credential ID 20167070Service
• Now Performance Analytics Micro-Certification Flow Designer Micro-Certification Integration Hub Micro-Certification
• Automated Test Framework - Micro-Certification
• IT Specific skills: Performance Analytics, Incident Management and Knowledge Base Management, Active Directory, Microsoft Exchange, Microsoft Office, Deployment Console, Cisco Unified CM administration (phone and voicemail), Cherwell Ticket management, Remote Support Sessions, On Site Support, RightFax.

PROFESSIONAL EXPERIENCE

Confidential

Confidential

Responsibilities:

• Work wif a combining team from two banks to ensure that merger related tasks were completed for an instance consolidation and a full bank merger.
• Conversion tasks (primarily development, little administration work) creation of new catalog item forms and associated flows/workflows, record producers, groups (and associated ACLs), business rules, inbound actions, SLAs, data imports, Client scripts, UI Policies, reports and performance analytics suite solutions (indicators, breakdowns and widgets).
• Agile Framework utilized to prioritize workstreams as well as UAT and defects.
• Used Javascript in multiple areas of the platform Client scripts, record producers, inbound actions, business rules, etc.
• Complete functional development/testing under tight timetables and manage releases to ensure project deadlines are met.
• Import outside data into tables via transform maps while ensuring accuracy and integrity.
• Crafted solutions wifin custom applications developed for the bank built off the Customer Support framework as well as ITSM and Asset Management applications.

Confidential

Confidential

Responsibilities:

• Develop a robust noledge base and process to aid in incident resolution and customer satisfaction.
• Assist users in generating Reports, Homepages, and Dashboards.
• Maintain Service catalog and associated workflows.
• Participate in Road Mapping and implementation of future initiatives.
• Own the Performance Analytics module to provide custom analytics through dashboard visualizations and widgets when requested.
• Create reports wifin the ITSM and a customized version of the Project model.
• Set up Metrics, KPI's and Dashboards to supply easily understood, targeted, and actionable information to a wide variety of business and IT teams to halp support Data-Driven decision making.
• Document the process behind each metric, KPI, Indicator, and dashboard to ensure that the processes follow best practice and are reproducible, and where applicable able to be used to compare wif other companies' published data (IE incident volume, Outage response time, etc).
• Communicate the process for creating the measures so that consumers understand any potential blind spots in the data.
• Ensure that data is not misrepresented wif inaccurate measures.
• Work to integrate data from outside Confidential into the platform to leverage the powerful analytics wifin the platform.
• Allowing us to correlate numerous Incidents, Problems, Changes, and Requests from other systems and give the opportunity to have a broader view of overall IT health.
• Work wif teams to leverage the Automated Test framework to prepare for version upgrades and ensure reliability and continued uptime
• Maintain system stability by testing configuration changes, updates, and enhancements in lower environments and merging update sets post testing.
• Ensure User Account Controls are set properly including maintaining user records and adjusting roles, groups, and hierarchies
• Continued education via the Confidential platform between courses and certifications
• Collaborate wif other teams to create in-platformsolutions to fulfillbusiness needs.
• Work wif our software and hardware teams to keep our CMDB up to date.

Confidential

Associate Service Desk Analyst

Responsibilities:

• Triage incidents from Corporate, Retail, Plant and Field tech locations and resolve using noledge base and escalate tickets to proper teams.
• Coordinated initial team response during outages.
• Became team resource for Reporting in Service Now and Confidential .

Confidential

Technical Support Analyst

Responsibilities:

• Level 2 support for internal application issues.
• Triage and escalate if necessary.
• Level 2/3 support for Microsoft applications, hardware and user accounts.
• Manage virtual machines (servers and workstations)
• Process new hire setups (AD/Exchange/Proprietary software/devices) and terminations.
• Setup conference room AV configurations (Crestron) for meetings

Confidential

Call Center Agent

Responsibilities:

• Triage and resolve support calls and self-service Incidents.
• Assist co-workers wif creation of Knowledge Articles
• Reset passwords while maintaining Confidential security standards.
• Develop understanding and experience wif clinical and business applications including Epic, Isite, Active Directory, Confidential.
• Resolve workstation and printer problems remotely.
• Guide callers through submission of self-service incidents and Application Access Requests.