TECHNICAL SKILLS

• Microsoft Azure
• N - Able - N-Central
• NetSuite
• SAP SRM
• Developer Support
• PingID
• PingAccess
• PingIdentity
• Okta SSO
• Veeva Vault Admin
• SSO support experience (Duo Mobile, Citrix RSA Tokens)
• MS SQL Server and other databases
• Active Directory (AD) and Exchange
• Atlassian products like JIRA
• Confluence
• IT Glue
• Windows 2003/2008
• Server 2003/2008
• Extensive support/help desk experience
• software support
• Solid OBIEE Application Reporting Analyst experience
• Solid R&D & QA experience
• ConnectWise
• AutoTask ticketing system
• Linux Monitoring Support
• Enterprise Application
• Change Management systems
• Single Sign on experience
• Oracle Access
• SentinelOne Agent
• UAT Test Environments

PROFESSIONAL EXPERIENCE

Confidential

SR IT Analyst/ Project Management

Responsibilities:

• As the key technical service resource within my Good Sam Hospital, my job duties as a Senior Technical Analyst Team Lead was to be responsible for any urgent escalations and or high patientcare request and or repair request of facility - based assets, worked closely with developers and key stackholders regarding end-user infrastructure request and resolution of desktop incidents reported by facility users to the service desk.
• Provided advanced hands-on technical support across a broad range of technical areas.
• Implemented and supported a broad range of facility-based IT&S equipment, including but not limited to network equipment, servers, terminals, personal computers, printers, cabling and other related software products
• Communicated and escalated incidents and requests beyond scope of ability to senior service resources
• My team provided 24x7 on-call support based on division IT staff rotation schedule
• Investigated hardware incident request and performed minor system hardware and communication connection repairs with outside vendors
• Participated in meetings, committees and continuing education to improve individual, departmental and organizational performance
• I continuously demonstrated broad knowledge of technology and solutions to end user's and stakeholders and management
• Proactively managed resources and priority workloads day to dayDemonstrated customer orientation; strength in analytical, math, and reasoning skills
• Drove to assigned sites to complete work
• Experienced in information systems or healthcare-related field
• Over 10 years of broad technical experience

Confidential, San Francisco, CA

SR IT Analyst

Responsibilities:

• Provided help desk support for all company applications, computers systems, telecommunication systems, and A/V equipment.
• Troubleshoot and resolved all IT support issues reported to the help desk.
• Distributed and dispatch incidents to the appropriate support groups as needed.
• Conducted help desk support using documented procedures and available system tools.
• Executed activities relating to the operation and maintenance of computer systems including monitoring, backups, installation, configuration, and operation of new and existing IT equipment.
• Implemented the company’s IT specific policies, procedures, and standards to accomplish assignments and resolve a broad range of issues and problems.
• Performed special assignments and projects as directed. Identify and routinely use the most effective, cost efficient and best business practices to execute processes and continually evaluate their effectiveness and appropriateness
• Exercised independent judgment in planning, organizing, and performing work; monitor performance
• Remained current on developments in IT.
• Provided support for remote users (VPN and other connectivity issues).
• Documented processes and procedures as required.
• Provided a high level of support with a customer first attitude.
• Applied a high sense of urgency to all tasks.
• Communicated effectively in writing, verbally, and fluently in English.
• Provided a high level of problem solving and technical troubleshooting skills.
• Worked independently to meet objectives.
• Communicated technology into business terms with customers at all levels.
• Analyzed information and use logic and process to address work-related issues and problems.

Confidential, Palo Alto, CA

Managed Service Provider (MSP) Agent

Responsibilities:

• My current duties include maintaining support systems and applications, workstations, mobile devices, printers and peripherals; respond to user service requests; and resolve trouble tickets.
• Ensured system security for desktop, mobile and cloud environments.
• Installed operating systems, software, antivirus and patches, and peripherals for users.
• Created help desk documentation with step by step instructions on problem solving techniques.
• Completed quieries within Linux enviroment for end user request
• Resolved technical problems with Local Area Network (LAN), Wide Area Network (WAN), and more.
• Installing, updating, and configuring end-user networking accessories.
• Providedend user access on user-accounts by using Active Directory, Password Safe and Lastpass to troubleshoot and reset passwords.
• Installed monitoring software such as SentinelOne Agent, Solarwinds, Jamf, and Veem.

Confidential, Sunnyvale, CA

IT Analyst / Migration Project Engineer

Responsibilities:

• My IT Analyst responsibilities included prioritizing user requirements, overseeing system upgrades and researching new tools and migration strategies including UAT testing.
• Communicated with stakeholders to understand their requirements for IT project delivery.
• Collaborate with engineers and developers to develop creative solutions for customers, including product fixes
• Developed and analyzed functional specifications.
• Designed efficient IT systems to meet business and technology needs.
• Coordinated with developers to build and implement new technology solutions.
• Integrated multiple in-house applications to fit the needs of different teams.
• Gathered feedback from end users about system performance.
• Planned and oversaw projects (e.g. upgrades, hardware/software installations).
• Installing, updating, and configuring end-user networking accessories.
• Provided advice and technical training.
• Kept abreast of technology trends and developments.

Confidential - Monterey, CA

Senior Project Delivery Analyst

Responsibilities:

• Created and maintained account-level and project-level SharePoint for documentation.
• Served as a liaison between project stakeholders to help facilitate engineering and capital construction projects from concept to completion.
• Researched, analyzed, and interpreted complex data in order to prepare and present findings and recommendations to management in support of capital projects and programs.
• I have collaborated with fellow devlopers, system administrators, engineers and support team members by supporting projects and creating/teaching technical coursework to junior team members
• Utilized SAP SRM to provide oversight for expenditures on assigned programs/projects.
• Installing, updating, and configuring end-user networking accessories.
• Developed and revised departmental program policies, procedures, processes, and guidelines to satisfy company and regulatory requirements.
• Provided key support to management on high profile, multi-million-dollar projects.

Confidential, Sunnyvale, CA

WIN10 Upgarde Lead

Responsibilities:

• Win7 to Win10 Migration Project Coordinator/ Team Lead
• Led a team of 8 experienced support engineers for WIN7 to WIN10 campus wide migration.
• Coordinated development & support of systems including warehouse operations, customer service and accounting functionalities, and performed executive management support.
• Managed a team of 8 technical support agents.
• Supported Linux OS
• Provided security testing for vulnerabilities and created & summarized lifecycle reports.
• Monitored all system alerts and assist to resolve complex issues in system hardware and software.
• Analyzed system for failure and assist to restore files with help of operating system.
• Supervised efficient application of various window patches and security controls.
• Managed and monitored system plans and supervise all activities for plan and unplanned systems.
• Installed and configured various commercial products on window operating systems.
• Supervised system software processor and prepare upgrade strategies for storage.
• Coordinated with various groups and performed troubleshooting on all production problems, evaluated conduct capacity for systems, and provided resolutions.
• Collaborated with networking department and installed necessary hardware to systems.
• Performed research on system technology and provide resolution to complex issues for processes.
• Managed database, monitored trouble tickets and provided appropriate resolution for same.
• Determined support to patch application and timeframe and develop appropriate strategies.
• Developed complex system standards and recommend improvements to enhance performance.
• Followed Computer Systems Validation review and approval of CSV deliverables for systems as per GxP GLP, GCP, GMP, GDP, cGMP FDA Assessment.
• Validated systems used for GMP and Non-GMP purposes.

Confidential - Palo Alto, CA

Oracle SAP SRM & BI Reporting Business Application Analyst/ Team Lead

Responsibilities:

• Confidential School of Medicine, Department of Comparative Medicine - Veterinary Service
• Managed major infrastructure implementations and upgrades for Confidential .
• Led project teams of up to 15 in best-practice project planning, resource allocation, solution development, change control, risk management, delivery, and managed 15 end users for UAT testing and Production testing.
• Defined requirements and business cases for technology developments and maintained Atlassian products like JIRA, Confluence.
• Jira API Tools to auto-move Service Desk tickets of one issue type to a Jira project of another issue type and to extract the list of Jira users with the respective Jira Groups and Project Roles
• Supported end user's within Linux monitoring enviroment
• Provided deployment and technical service for Network Monitoring systems within a Linux enviorment
• Analyzed and documented existing processes and Oracle SAP systems for possible improvements and recommendations for new or revised systems; developed instructional materials, training.
• Participated in the analysis of user needs and the design and implementation of new or modified SAP SRM information systems and provided extensive technical assistance in designing reporting systems, forms and related business tools.
• Participated heavily in user acceptance testing of new systems, upgrades and patching; smoke testing and developed test plans; and provided document results of testing.
• Coordinated with business and technology teams, ascertaining system requirements, such as program functions, output requirements, input data acquisition, and system techniques.
• Participated in problem solving in areas such as system design, input/output requirements and procedural flow between departments and/or business systems.
• Asset and Inventory management systems experience within Oracle.
• Revised application functionalities within BI Financial Reporting System & Oracle.
• Installing, updating, and configuring end-user networking accessories.
• Used Box.com to track, share and revise Manual, UAT Testing updates, migration information and deployment.
• Web Access Management (EAM & Oracle Access Manager, Animal Traxs, Senses etc.
• SSO support DUO - Login sheet, Token, Dial up, SMS text messaging.

Confidential - Palo Alto, CA

ITS-Service Desk/IT Business Analyst

Responsibilities:

• Provided technical support to end users for computer, software, hardware, telecommunication, network, and mobile devices.
• Acted as the first line of response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate tier 2 and/or tier 3 support teams.
• Trouble-shooted issues with the end-user to determine the root cause of the problem.
• Developed user documentation and internal process documentation.
• Performed, scheduled, and monitored system alerts, queues, backups, and recovery activities.
• Installing, updating, and configuring end-user networking accessories.
• Gather asset inventory and software license information and applied security best practices.
• Ensured users, assets or vendors are assigned appropriate resources in Oracle SAP system.
• Ran reports billing and operational reports and performed Web Access Management.