Infrastructure Support Resume Profile

Summary

Professional Summary An innovative and results orientated IT Professional who can embrace challenge and change. Competent in committing to multiple tasks, meeting deadlines while supporting team and organization strategies. Effective communication skills that include proficiency in preparing official correspondence and reports.

EXPERIENCE

Confidential

Program Management Office Project Lead

Create a contractual agreement Memorandum of Understanding between two interdepartmental entities
Successfully developed a Memorandum that was approved by Senior Management to include financial guidelines and parameters between an internal CSC department to monitor and calculate monthly expenditures of services rendered to the vendor, Health Net
Develop and amended Statements of Work SOW to calculate budget and resource allocation for new projects that are outside of scope based on vendor needs
Responsible for Continuous Quality Improvement CQI within the Health Plan program to reduce cost and improve quality of services provided to vendor
Drafted Business Requirements Document BRD for Business Process Reengineering projects for Health Plan program

Confidential IT Operations Supervisor

Technical Writing

Project Management via Microsoft Project

Collaborated with internal and external teams to perform a thorough analysis of all control and validation mechanisms in operational activities
Determined workload and staffing necessary to successfully to support Production Operations initiatives
Participated in senior management meetings to provide insight or recommendations on Production
Processed and analyzed Medicare data using Market Prominence utilities
Interfaced with Center for Medicare and Medicaid Services CMS standard operating procedures to ensure successful client-vendor relationship
Maintained an audit trail of job activities to document productivity
Troubleshoot and analyze issues regarding software, operating systems, and databases
Documented policies and procedures of new processes and instructional documentation
Facilitated batch operational instruction for new contract employees
Coordinated and integrate project activities for Batch Operations
Performed root-cause-analysis to determine why client information is not contained in the system to generate specific documentation
Involved in added responsibilities related to Production Operations i.e. Batch Operations and Input/Output

Confidential

Intern IT Infrastructure Support

Analyzed and provided solutions to various departments of organization involving issues with computers, cell phones, printers, software, and hardware
Resolved problems using Remedy Ticketing System, which organizes tickets in a database according to severity and time frame with which the issue needs to be resolved
Created and restored user profiles for desktop and laptop computers with standard organizational programs and required departmental specifications
Collaborated with fellow employees to perform virus patching and installing software on a wide range of computers
Created a weekly logistical product Excel spreadsheet, to improve time taken for investigation and delivery
TECHNICAL Software Tools: Microsoft Office Suites, UNIX, Nessus,
SKILLS Remedy Ticketing System, Market Prominence, Toad for Oracle, PEGA
Languages: SQL, COBOL, XML, Unix/Linux
ACTIVITIES Monster DLP Leadership Diversity Conference, 2008
Participated in teambuilding to explore and determine leadership strengths and opportunities with the use of Transformative Leadership
Met with various organizations to demonstrate and strengthen leadership qualities

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