Provided application functionality and technical assistance to 1500+ employees for integrated clinical suites of applications. Responsible for end-user on-boarding procedures and training.Consulted with business unit management and personnel on business needs and objectives, current operational procedures, process requirements, data scope and usage of applications.Collaborated closely with project management staff, to deliver application-related projects on time and within budgeted parameters.Four(4) year employee inclusion team member, facilitating all corporate wide employee involvement, team building and culture activities.

Introduced automation for the process of updating user profile, by implementing in VBScript code for Heat, that quickly performed user information searches on Excel files and alerted the tech, if found. The process improvement decreased the time to clear users by 30% and eliminated need for manual looks for the 4000+ employees supported.Selected by leadership as the IT Liaison Lead, supporting all audio/visual and Tech Support for the Annual Business Leadership Conferences; Supported 300+ attendants, CEO’s, CNO, Directors of Pharmacies and Business Development heads.Managed incoming service support requests via telephone and email, for end-user devices and applications.Record, track, and document the service desk request problem- solving processes.Prioritized and escalated (when required) service requests to the appropriately experienced technician.

Provided Level II technical support for various pre-defined suites of applications; responsible for setup and maintenance of end-user devices and application assistanceMonitored daily backup of server(s) and troubleshooting of basic network problems; Partnered with Network Administrator to help provide solutions for complex network problems.Worked with Information System team members in troubleshooting complex application issues and activating alternate procedures during routine or emergency down time.Created and manage user groups, access grants, creating VPN accounts and printer configuration management and troubleshooting (remote and local)

Provided first level support via the telephone and incident queue for Enterprise products.Utilized tools and documentation to resolve technical issues or reproducing problem cases.Responded to client cases/field inquiries in a timely, effective manner by answering known questions and reproducing with straightforward technical problems.

Provided second level support for all desktop hardware problems throughout the companyAssisted the Technical Support Specialist I with installation, configuration and maintenance of desktop computers.Created, maintained the corporate Information Technology intranet using state of the art tools including (ASP, HTML, JSP, JavaScript, Java, Photoshop, Paintshop, Swish, etc.)

Performed basic hardware troubleshooting and problem solving and Interact with all areas of Information Technology and other departments as necessaryCreate, maintain and support corporate Information Technology intranet using state of the art tools including (ASP, Html, JSP, JavaScript, Java, Photoshop, Paintshop, Swish, etc.).Developed interactive forms, policy and procedures dashboard, tutorials, and course assessments.