SUMMARY

• Detailed - oriented professional with 10 years in the information Technology field, Including Desktop support in assessing technology needs, defining requirements, and evaluating results.
• Dedicated leader with comprehensive management and support services experience. Demonstrated ability to train, manage, and motivate team members to achieve objectives of organization. Outstanding interpersonal, motivational, and analytical skills

TECHNICAL SKILLS

Applications: Epic (Support/Triage), Carepath (Support/Triage), CLARIFY CRM ticket system, MS Office Suite(s), Citrix

Networking: Troubleshooting Router and Switch Issues (PING, TraceRoute, IPConfig), VPN’s

Network Protocols: TCP, UDP, IKEv2, PPTP, SSTP, IPSEC, L2TP, EIGRP, OSPF, BGP

Security: Anti-virus (Trend Micro, Norton, McAfee), ACE RSA, IAM, SSL

Databases: SQL Server

PROFESSIONAL EXPERIENCE

Confidential

Network Analyst

Responsibilities:

• Manage the calls coming in to the helpdesk to make sure all issues are resolved to meet the SLA requirements as we support providers, nurses, and staff during go-lives for different hospital systems with Epic. We coordinate communications with users and support staff for project/problem status and follow up through paging, phone calls, and/or through current call tracking software.
• We ensure that the incoming requests and calls are monitored and addressed promptly and provide timely support and coordination of physicians and clinicians in their use of the clinical applications. We strive to continuously improve client satisfaction by providing great service and satisfactory answers and resolution of problems.
• Identifies reoccurring and potential problems, and recommends procedures and controls to correct the problems. - Support Epic and Carepath for nurses and doctors.
• Provides technical support and troubleshoots standard company software via phone, in-person and using advanced remote assistant tools.
• Works with end users to accurately document in work orders, vital diagnosis information and screenshots related to incidents, to aid in problem identification, appropriate prioritization and escalation.
• Assigns appropriate work-order priority and due-dates based off of customer needs, business impact and urgency, in a timely manner.
• Provides frequent updates and documents all communications related to work orders.
• Assigns work orders to the appropriate team, referring to the Application Responsible Party List and Escalation Process List, in a timely manner.
• Initiates and follows the System Outage Notification Process and provides frequent updates to affected teams/departments.
• Utilizes remote control tools in a respectful and confidential manner, in compliance with company policies and procedures.
• Establishes and adheres to internal and external customer service level agreements.
• Follows industry best practices for customer interaction, response times, escalation procedures and resolutions.
• Troubleshoots and resolves break-fix issues of computer software and hardware.
• Clearly communicates to provide status updates and completion information related to work orders and special projects.
• Participates in quarterly cross-training sessions for knowledge transfer.
• Assists with new-hire training for support level skills.
• Provides input and documentation for creation of policies and procedures, related to Customer Support and work order handling, to ensure polices & procedures are in-line with daily practice and service level deliverables.
• Runs weekly reports pertaining to Fixed Assets (computers, printers, docking stations, monitors etc.) and provides updates/metrics to IT Support Desk Manager.
• Manages Active Directory (computer accounts) to ensure systems are in correct OU and removed in a timely manner as applicable
• Maintains strict confidentiality with regard to protected personal information and understands and adheres to Company's Security policies and procedures.

Confidential

Operation Management

Responsibilities:

• Managed business processes that support membership retention goals.This includes, but is not limited to, entering requested benefits into the rating system in a timely and accurate manner and making modifications to benefits in the system as the product strategy changed, in order to ensure timely delivery of final rates.
• Established and maintained relationships with external customers.This includes, but is not limited to responding to customer requests in a timely and accurate manner.
• Demonstrated adequate product knowledge, understanding of rating strategies, and service to effectively respond to broker/client requests.
• Completed all administrative functions associated with supporting the Account Manager.Utilized and updated multiple internal databases and Microsoft Word documents, spreadsheets and power point slides.
• Ensured QA was performed on a sample of scheduled procedures, maintained statistics and reports.
• Performed order management function in the absence of order indexer.
• Oversaw staff performing indexing and/or order maintenance.
• Assisted with development distribution and/or creation of scheduling education materials.
• Provided continuous training and assistance to Access Representatives.
• Followed up on patient and physician complaints promptly.
• Promoted excellent customer service.
• Assisted with the training ofnew employees in all aspects of their assigned job.
• Assisted with the productivity of employees.
• Met deadlines of assigned projects.
• Worked closely with fellow team leads and manager to ensure all procedures and processes were completed in a thorough, efficient, and timely manner.
• Completed daily, weekly, and monthly reports for manager.
• Assisted accounts requiring detail oriented research for Financial Clearance or Insurance Verification/Authorization.
• Performed all duties of Scheduling Access Representative as needed.
• Introductions to co-workers with overview of their functions.
• Reviewed passwords, access requests, and systems needed.

Confidential

Senior Helpdesk Analyst

Responsibilities:

• Identified, evaluated, and prioritized customer issues while utilizing all available technical resources.
• Analyzed customer problems and formulated plans for resolution while escalating unresolved problems to the appropriate support specialists or service resources in order to resolve problems with software, hardware, and connectivity.
• The Morgan Stanley, Piper Jaffray helpdesk and the migration project for the RBS Bank, ABN Amro migration over Europe and US.
• Network Administration (LAN) and support of the Piper Jaffrey network.
• Support for the Stock Exchange in New York.
• Strong knowledge with the CLARIFY CRM ticket system (7yrs).
• For the Morgan Stanley team, I was solely responsible to Mentor and train the new hires with any questions they might have in relation with the account.
• VPN network connectivity and support, gaining experience with Access.
• Manager, Fiber link, SSL VPN, Dameware, GotoMyPC which were used to connect to the network overseas or otherwise.
• ACE RSA server management and maintained the user’s account, disabled, enabled, and reset the tokens as directed.
• Security software (Trend Micro, Norton, McAfee). Update Security patch and services.
• Provided high quality customer service and technical phone support for multiple clients.