| | | 20,000+ Fresh Resumes Monthly | |
|
|
| |
Click here or scroll down to respond to this candidateCandidate's Name
Street Address cell: PHONE NUMBER AVAILABLEEmail address: EMAIL AVAILABLEPROFESSIONAL EXPERIENCEAssureCare - 2020 - 2022Product Support Analyst Communication and escalation specialist for the MedCompass platform supporting a large retail pharmacy and grocery chain in the USA Lead support analyst for iPC modules and platforms Communicate and respond to incidents and alerts from monitoring applications, ensure the proper resources are responding in the timely fashion Analyze and determine escalation and urgency of challenges, to provide the best client experience and address SLA Troubleshoot application issues in clinical and pharmacy software Create process for documenting, and communicating the clients need to developers, configuration teams, implementation teams, database teams and others Worked with product developers and directors to identify the challenges and manage solutions Worked with pharmacists, clinical teams, and technical developers to address gaps in work flow in user interfaces Created and managed documents for known issues and workflows as encountered Use ITSM and performance monitoring software to respond to client challenges, to provide a timely resolution, and assist with solution implementation Monitor caseloads in multiple applications to ensure continuous action and implementation of hot fixes, or releases Provide insight from client perspective for enhancements, alternative design for work flow or user view Contribute to improving the client experienceCDK Global - 2015 - 2020Client Technical Analyst II Troubleshoot computer issues in car dealerships for software, hardware, network, applications, communication, user issues and other challenges Work in ITSM tool to accept work items Analyze IP and trace routes to determine network or systems escalation Determine dispatching and elevation as required Work in specialized environments, applications and systems Verify coverage and provide support for users and dealerships Create and share documentation on resolutions in OneNote for team consumption Major contributor to Community Support Platform when designed / implemented, while encouraging and educating users Received a large number of exceptional reviews by clients, and internal associates Dell / Contract through EnSoftek - 2015Computer Roll Out New computer roll out for EPA Imaging, capturing, restoring, deploying the new laptops and desktops to end users Create documentation for asset and inventory, as well as troubleshooting Analyze application certificates, licenses, for reinstall or processing Escalate hardware or network challenges for timely resolution continued Deskside support for employees and clients at multiple sites Provide personal training on recently deployed systems, while troubleshooting and assisting in process improvements Deploy monitors and external hardware as required updating documentation for assent management Resolve connectivity challenges and remote connectivity issues Reimage and deploy laptops and MiFi devices and accounts Path Forward IT - 2014 - 2015Help Desk Analyst Field inbound calls for numerous companies utilizing Connect Wise for documentation and escalation Create Active Directory accounts, Exchange Server Accounts, Manage email groups, and other administrative responsibilities Audit accounts for rights, groups, access and backups Create documentation for asset and inventory, as well as trouble shooting Troubleshoot using Vmware, ssl\vpn, rdp, screen connect and other remote access applications Troubleshoot printers, virtual servers, internet, intranet, router, pc, thin client, applications, OS and other issues for numerous clients in the medical field Investigate outages, loss of access, disconnects, and other production issues Resolve challenges on scanner, printer, fax and external device issues including mapping, default settings, virtual hosting and user error Investigate and resolve Microsoft Office issues, Java, Flash and Adobe conflicts, and software challenges Respond in a professional, prompt, educational, efficient manner at the user level Review incidents, SLA and other data for process improvement and accuracy Contact center duties as neededATOS / Contract through NSC GLOBAL - 2013 - 2014Help Desk Technician Field inbound calls for numerous companies utilizing various applications for documentation and escalation Diagnose issues on network, resolve VPN and VDI connection issues, password lock-outs and resets, Exchange and Microsoft Office conflicts, Java conflicts, company specific application trouble shooting Map drives and printers Utilize remote access and direct users when possible Escalate documentation to appropriate teams for further diagnosis/resolution when necessary WESTERN & SOUTHERN FINANCIAL GROUP - 2009 - 2013Senior Help Desk Technician Troubleshoot computer technical issues, including network connection, imaging indexing, printer issues, IP address conflict, software updates, system/file access, login and password issue, java conflicts Support field, home office, subsidiary companies via phone and email while utilizing remote access software or instructing the user Provide support to end users for desktop, laptops, and mobile devices Utilize ITSM application for documentation of Help Desk Incidents and Service Requests Respond in a professional, prompt, educational, and efficient manner to users requests Create and provide instructions for users on both off-the-shelf software and company specific applications Create and provide detailed information for knowledgebase articles for future troubleshooting Identified areas of repeat calls and created instructional documentation and presented information to reduce the problems and improve production HDI Certification for Support Center AnalystWESTERN & SOUTHERN FINANCIAL GROUP - 2006 - 2009Client Relationship Center Support Conducted personal history interviews of prospective insurance clients Astutely handled conflicts arising from emotionally responsive applicants Addressed client and agent concerns re: insurability via inbound and outbound calls, emails and letters Cooperated with various departments including compliance, legal, marketing, underwriting Provided inside sales supportHOME DEPOT - 2001-2006Inventory ManagerOpened the store from groundbreaking Determined purchases to fill shelves in 6 of 8 departments for the store Maintain and audit inventory Created layouts for shelving, racking, and merchandising Special Services Associate 3yrsOtt-a-graphics (Entrepreneurial) - 1986 - 2010Owner / Sole Proprietor Built a pre-press production house to serve local printers, advertising agencies, and businesses Generated a successful business through resourcefulness and networking, sales presentations and self-promotion Implement processes and procedures for quality products in budget and on time Managed inventory, finances, human resources, and all aspects of a successful small business Application Knowledge Internet Browsers, Remote Access, TEAMS, Bomgar, SSL/VPN, RDP, AnyConnect, Basic Networking, Azure DevOps, Active Directory, Exchange, WebSense Filtering, DRIVE, Zipwhip products, Monitoring applications, Dynatrace Windows XP-10, Mac OS X and earlier, Printers, Scanners, PC Upgrades, Dell Deployments, Imaging, Capturing, Restoring and Deploying, Conference and Projector Equipment Service Now, Power Help, Remedy, Clarify, Connect Wise, Sharepoint, and other documenting software QuarkXpress, Adobe: Photoshop, Illustrator, Pagemaker, Indesign, Acrobat Microsoft Office: Word, Excel, PowerPoint, Outlook, Outlook Express, Access, OneNote Various Printing, scanning, faxing programs, pre-flight programs, backup systems Phone - communication systems and moreEDUCATIONBowling Green State University (Ohio) B.S. Visual Communications Technology |
