SUMMARY:

• A results - oriented individual, experienced in delivering technical support within varied spaces.
• I have supported clients within the following spaces: SAP ECC 7.0 - GRC User Provisioning\Access Control; ERP SAP; IT Service Desk\Help Desk Analyst Support\Virtual Service Desk Support; ADUC Provisioning (Windows environments); Confidential EEHR; Epic EMR; Healthcare (HIT); Remote Call Center Support; Virtual Volunteer, through Volunteermatch.org;
• Work at Home Independent Contractor; and accustomed to providing Business and Client Advocacy. Additionally, I have several years experience delivering Client computer operations; LAN; and trouble-shooting support; as well as database support.
• I am client centric, dependable, motivated, and have a professional work ethic and 'Can Do attitude seeking full-time to long term, opportunities to include, 'Work from Home'.
• Possesses excellent integrity, and an aptitude for learning the latest technology and acquiring new skills, as a part of successful cross-functional teams as well as independently.
• Home Office includes: Windows 8\XP Pro; High Speed and reliable Internet
• Quiet and dedicated work space (home office); VoIP capable; fax capabilities; supportive equipment and productivity-ware

TECHNICAL SKILLS:

Hardware\Operating Systems\Applications: Microsoft Client OS: 2008/2007/XP/Vista/2000/NT, Server OS: 2012/2008/2003/2000/ NT, Oracle Database, Microsoft SQL Server\SQL Server Report Builder, Microsoft Office \2010\2007 - Microsoft Exchange\Outlook\OWA; Lotus Notes, Gmail, OpenOffice.org, Active Directory Domain Services: Active Directory RMS\(Active Directory UC, MAC), Internet Explorer\Google Chrome, VMware Workstation, Ghost, Citrix XenApp, Wireless configurations, Home Office Router configurations, LAN, Infrastructure, ERP SAP, Epic 2014, Electronic Health Records (EHR), OpenEMR 4.1, Kronos (time entry\\trouble-shooting), TCP/IP, DNS, DHCP, VPN Client, LogMeIn, LANDesk, Cisco AnyConnect VPN Client, Remedy ITSM, Zendesk, Salesforce.com, ServiceNow ITSM, Skype and AOL Chat, End-User Documentation.

EXPERIENCE:

Confidential, Chicago, Illinois

IT Service Desk Associate Support

Responsibilities:

• Daily support of Enterprise SAP (GRC) Governance, Risk, and Compliance User Role Provisioning to include: SAP NetWeaver Business Client Access Risk Assessment (ECC PROD User - Role - Profile - HR, Level Simulation\\T code - Role management; SAP GUI\\PO Support; general user population and Executive, workflow support - On\Off Boarding
• Report compilation detailing SAP user Roles, Transaction Codes (T Codes), and their descriptions
• Windows 2008\2012 Server ADUC - OU and Security Group administration\Windows Network Account creation \administration, and trouble-shooting - MS Exchange User Provisioning and trouble-shooting: Outlook Client\OWA; proprietary applications support and remote installations
• Classification of incidents and requests to include triage\remediation\work-a round's\escalation
• Windows 7\8; MS Office 2010\2013\365, and et cetera; Cisco AnyConnect VPN client; Remote Control tools: LANDesk\RDP; LAN diagnostics to include network command line utilities - ITSM: Remedy\ServiceNow
• ITIL adherence toward issue remediation for all inbound calls; e-mail; IM\Chat, requests for assistance

Confidential, Chicago, Illinois

Virtual Service Desk Support Analyst

Responsibilities:

• Work-at-Home delivering: Technical Client Support via: Chat, Inbound ACD telephone, and other media contact support for all software and hardware issues
• Windows 7-Microsoft Office 2007\2010\2013\365 (Outlook\OWA, Lync)
• Windows Server 2008 AD: User Management, Role and Security Group administration, via Microsoft (FIM)
• Cisco AnyConnect VPN Client; Thin Clients, Mobile Devices, Citrix XenApp clients, supported
• Proprietary application support - ITIL adherence to issue remediation - Delivering Global Enterprise Support
• Trouble-shooting tools: LogMeIn, Cisco AnyConnect DART Diagnostics, network command line utilities
• Clearly documents interactions, incidents, and resolutions within ticketing system - ServiceNow

Confidential, Chicago, Illinois

SAP SD Technical Support Specialist - Product\\Parts Support

Responsibilities:

• Supporting client internal sales staff and 3rd party vendors with product research, via, inbound calls, e-mail
• SAP Transaction Codes - Windows 7 - Lotus Notes
• Provided client cost savings via: 1) utilizing a foundational tracking method for third party vendor product orders which may, be refined, and imported into: Microsoft Excel - SAP, at a later time - 2) provided overview documentation examples as a guide to perform, the product support role, to facilitate the transition of future product support candidates

Confidential, Chicago, Illinois

Support Service Desk Analyst

Responsibilities:

• 'Go Live' HIT, medical application multi-module support provided to physician population\general staff population via: telephone, e-mail, and et cetera
• Windows 2008 Server: Active Directory (RMS, MAC) - Multi-Site User Account Provisioning
• ServiceNow (CRM) platform used for reporting, tracking, and incident management
• HIPAA Compliance adherence\Medical Terminology

Confidential, Chicago, Illinois

Support Service Desk Analyst

Responsibilities:

• Post 'Go Live' HIT application support provided to hospital and practice end-user population via: telephone, e-mail
• Ancillary Patient Portal Access assistance (e.g.: Epic\MyChart)
• Remedy ARS v8.0, used for incident management and tracking
• HIPAA Compliance adherence\Medical Terminology

Confidential, Chicago, Illinois

Associate Technical Consultant

Responsibilities:

• EEHR\HIT Help Desk Technical Support for: Practice Management end-user population’s on Enterprise Electronic Health Records Application.
• Support delivered via: telephone, e-mail, secure remote desktop protocol (RDP) sessions, IM\Chat, and Virtual Support - HIPAA Compliance training\Medical Terminology
• A general routine involved: supporting Practice staff with daily Work-flows, CPT Codes, ICD 9\10 Codes, Orderable Items Dictionaries, error analysis and resolution, T-SQL statements

Confidential, Chicago, Illinois

Training Track Program Participant

Responsibilities:

• Engaged in Oracle Database/SQL classroom training and hands-on business-based learning internship

Confidential, Chicago, Illinois

User Provisioning Administrator/Applications and Help Desk Support

Responsibilities:

• Created and managed user accounts via Windows 2003 Server Active Directory User Management: Moves\Adds\Changes; RMS
• Created SAP R/3 User Accounts, et cetera, managed incident tracking via Remedy and HP Service Manager 7.0
• Created and managed user accounts via Windows 2003 Server Active Directory User Management: Moves\Adds\Changes; RMS. Microsoft SQL Server 2005 User Account provisioning
• Generated additional value to client by performing ancillary Domino Administrator support and maintaining organizational Notes Storage Facilities, facilitating cost reductions
• Help Desk Analyst - on-site and virtual support for SAP R/3 modules
• Engaged in LAN support activities, including diagnosing client connectivity failures, provided Remote Desktop support, diagnosed Cisco VPN client connectivity issues