SUMMARY:

Information Technology Professional with solid relationship, business process, and project management experience from organizations. Motivated initiator, working well independently with the versatility to also be a strong collaborative coordinator, and a team player. Also, detail oriented, with a strong background in documentation of training material, technical subjects, business practices and event logistics. Additionally, thirsting for knowledge, ambitious, customer oriented, and innovative; All the while being unswervingly dedicated to quality, efficiency, and brilliance.

COMPUTER SKILLS:

• HTML
• XML
• SQL
• NoSQL
• Perl
• CCL
• C++
• Visual Basic
• Windows/Linux/Cisco command lines
• Agile
• Waterfall
• Confluence
• Op5
• Splunk
• Kibana
• Windows Client/Server
• Mac OS Client
• Linux Client/Server
• Confidential Millennium
• Microsoft Office
• Microsoft Visio
• Dameware
• Go to Assist
• Service Now
• Remedy
• JIRA
• Navigator
• Microsoft Project
• Citrix
• VMWare
• ITIL
• WAN Technologies
• Network Security
• VLAN configuration & sub - networks
• Access Control
• Resource Sharing
• Endpoint management tools
• Deployment Services
• (Windows/Acronis)
• Enterprise Resource Planning
• Testing/Domain/Code Strategy
• Project Timeline/Contract/Scope
• Facilitation (testing/training)
• Data Forensics
• Data Mining
• Data Manipulation
• SaaS
• Cloud printing
• Fat/Thin Clients
• HL7 interfaces
• Database Administration

PROFESSIONAL EXPERIENCE:

Confidential, Philadelphia, PA

Incident Manager

Responsibilities:

• Fostered syndicated partner relations to accomplish enterprise objectives.
• In combination with syndication, cloud, and x1 teams to meet partner goals and deadlines for the purpose of providing value and upholding agreements.
• Also managed partner communications during high severity incidents utilizing Agile, ITIL, and Reliability Engineering methodologies.
• All while ensuring partner impacts and service level agreements by validation utilizing NoSQL, Data mining, Network Monitoring, and certifying asset metadata.
• Decreased incident turnaround time by over 75% through guiding the work efforts and results of associates.
• Improved reference material through creating documentation outlining company directives and operating procedures.
• Increased new hire success rate by producing new hire guides and checklists .

Confidential, Kansas City, KS

Integration Analyst/Integration Architect

Responsibilities:

• Cultivated client relationships to achieve business objectives.
• Partnered with engagement management team to ensure project deliverables and timelines are met in order to deliver value to the client as committed.
• Acted as an escalation point for client and project integration risks.
• Directed the work efforts and results of a team of associates and also developed team goals and managed them for results.
• Created and successfully executed design, system validation, and integration strategies across solutions and venues of care.
• Crafted and enabled the implementation of domain, issue, and change management strategies.
• Supported internal and external client project teams in understanding, designing, and validating integration points across solutions.
• Developed associates through coaching performance, completing performance reviews, goal setting, and development planning.

Technical Solution Analyst/Senior Software Analyst

Confidential

Responsibilities:

• Providing high level incident resolution and application continuation service through Agile, Waterfall, and ITIL processes.
• All the while, efficiently utilizing vast database administration and consulting ability to address the interest of clients, and repair systems.
• Furthermore, advising database administrators of best practices, data model, system enhancements, and defects.
• Amplified request closure rate through providing notable 3 rd tier technical resolution utilizing a combination of Confidential Command Language inquiry, software analysis , and configuration assessment .
• Increased team knowledge on application current/future ability through orchestration of scrums, advising incidents/configurations, and updating/creating team documentation .
• Improved client satisfaction through consultation on possible configurations, optimization of user workflow, and troubleshooting of Confidential Millennium.
• Bettered collective closure rate by in corporation of network engineering knowledge and experience .

Confidential, Philadelphia, PA

Service Desk Analyst

Responsibilities:

• Responded to and diagnosed software problems through discussions with users. Supported over 15 proprietary & financial industry specific applications for over 100 sites.
• Increased user uptime by resolving most calls at first level.
• Enhanced turnaround time by creating Service desk Voicemail-to-Ticket method.
• Heightened user system awareness through providing effective tips to callers with minimal computer experience.

Confidential, Philadelphia, PA

Service Center Intern/Technician

Responsibilities:

• Provided desktop application and hardware support for approximately 2000 students and 150 employees.
• Support for students including MS Office Suite and Peachtree, and for faculty and staff Talisma (CRM software), Google Apps, and Jenzabar (a database driven higher education student information solution).
• Improved endpoint performance by troubleshooting system issues and proactively correcting across nodes.
• Enhanced user education on Information Technology best practices and assured end-user technological ability.
• Improved network resource utilization and security through performing system wide scanning, observance, and then maintenance, guaranteeing optimization.
• Increased student success rate through management of a student notebook purchasing program.
• Formed new and repaired damaged personnel relations via proper execution of soft skills.
• Amplified Help Desk teams’ skills and understanding by means of cross training technicians. Also providing initial experience/improving confidence in the skill of interns, and further researching/implementing more creative methods.
• Customer Service and Sales Related Experience