Alana Keno Email & Phone Number

El Segundo, California, United States

Hollywood, California, United States

• Worked with clients/stakeholders to understand and translate their business needs into actionable reports and then built those reports using SQL
• Manually QA tested in ARC GIS PRO and Decisions platform to troubleshoot/discover defects, test enhancements, and to roll out new versions to our users

• Led remote and in-person demos, trainings, implementations, and second level support for clients at over 50+ different medical offices for Kaiser’s NextGen Dashboard patient queueing system
• Gathered and identified specific business requirements, workflows and data, and configured an environment tailored to their needs
• Wrote and executed SQL queries in our database for custom reports and to thoroughly investigate client issues
• Created training documentation and recorded, edited… Show more
• Created training documentation and recorded, edited and produced detailed instructional training/tutorial videos for end users
• Collaborated with product teams, business teams, and technical teams to improve and enhance our product to best suite business’s requirements Show less

Sherman Oaks, California

• Troubleshot, documented, tested, and resolved user issues and requests over the phone and through Zendesk ticketing system
• Led daily meetings to communicate, present, escalate, and assigned high priority issues to the appropriate team
• Conducted QA tests and inspected enhancements and identified production and non-production bugs
• Utilized my knowledge of SQL to build custom reports from our database for leadership and clients
• Adapted and excelled in a fast paced, high… Show more
• Adapted and excelled in a fast paced, high stressed, dynamic environment Show less

United States

• Collected and documented fundamental information as well as assembled, tracked and prepared VoIP technology for numerous building wide deployments
• Deployed VoIP technology to clients which entailed installing Aastra 6867i phones and headsets, collecting outdated equipment, activating internet jacks, troubleshooting phone and internet issues and training users on.
• Analyzed, verified and updated building floor plans with network information
• Assisted… Show more
• Assisted Network field technicians with acceptance (network jack) testing and fiber testing Show less

United States

• Provided first and second tier technical support to faculty, staff, and students with varying degrees of technical expertise over the phone, in person, and through ServiceNow ticketing system
• Created detailed internal and client facing knowledge base articles and assisted in reconstructing and redesigning our website
• Troubleshot and resolved Mac, Windows, software, application, security and network related issues in a timely matter