Contractor for Insight GlobalPerformed Application Configuration, Management, and Troubleshooting of modified COTS programs and in house programs. Created new reporting via Power BI, ServiceNow, and Excel for upper management.Used Power Automate for the running and emailing of the reports I created.

Performed Incident , Problem, and Change Management for the COTS and proprietary applicationsCreated knowledge base articles.

Performed software support for Windows applications and hardware Support for PCs, printers, and thermal printers.Supported the vehicle mounted computers in the warehouse and the handheld scanners, and the wired and wireless network.Updated the software for the entry cameras which recorded temperature and images during COVID.First level support and coordinator of the vendor when major work on the computers, printers, computerized door locks and Kronos for time keeping was needed.Trained end users how to use the Workforce system to get their pay and other HR information.

Support of single user computers, software, and printers. This was hardware, software, and training.

Performed ServiceNow configuration for incident and problem modules. I created the processes and documentation required for Major Incident Management.Taught and monitored the outsourced helpdesk on my supported applications. I provided a next level support for the team.

Drive compliance with AD Migration, Windows 10 Migration, Removal of Non-Standard Software. Computer Imaging. Manual AD migration. Use Windows PowerShell to resolve issues. Trained new hires. ServiceNow process team SME. Review team processes, document and suggest modifications for better customer satisfaction.

• Contributed to the development, tests, support and deployment tasks for software applications and phases including external and internal applications, as well as process improvement activities• Provided freedom and support so individuals and teams are free to innovate and experiment thereby finding ‘out of the box’ solutions• Led weekly cross-functional team meetings to assist with the flow of information within the team, translating where necessary to ensure everyone was on the same page• Led definition and documentation of procedures from the ground up• Troubleshot issues to determine root cause and the corrective course of action, provided data to prioritize fixes and communicated to the appropriate audiences• Worked with the business, operations, product owners and development teams to prioritize fixes• Provided input and feedback into the roadmap of digital products thereby ensuring the customers’ and business’ requirements were kept to the forefront• Experience with Agile and acceptance test driven development• Built and maintained relationships with the business and technical teams to ensure that their ongoing needs and issues are understood• Experienced working with Scrum teams• Some ability to read / navigate code and manipulate files• Ability to write user stories in Jira and Version 1• Assisted in yearly internal audits• Assisted in yearly disaster recovery exercises

• Deploy upgrades and fixes for COTS applications• Work closely with BAs and LOB to identify requirements for next generations of the product• Interface with vendors to quickly resolve issues• Maintain and update custom code for internally created applications• Liaison for SharePoint implementation for department• Create and perform change requests• Coordinate and oversee MSSQL database changes • Ensure optimal performance levels

• Application Administrator• Team leader of application migration support• Act as liaison between end user and IS personnel to ensure timely assistance• Creation and maintenance of knowledge documentation• Mine SQL using Crystal 10 and Excel for metrics and reports• Team trainer• Troubleshoot over 240 applications including Kronos, Crystal, MS Office, Blackberrys

• 3rd level support for 3 types of proprietary software for Dialysis (RenlStar, diProton, and Clinical Vision). Troubleshoot installations on SCO Unix, Windows, and AIX systems. Printer installation and troubleshooting. • Troubleshooting proprietary version of Report Manager reports (Borland Delphi). • Modified code written in proprietary language• Troubleshooting ADT, lab and dialysis machine interfaces. • Query and troubleshooting SQL database.

• Build and maintain SharePoint Portal including document management, search and workflow processes• Member of cross-functional team to address: process enhancements and implementation of new projects• Led weekly status meetings with acquisition to ensure a smooth transition

• Sales, implementation, and support of terminals, proprietary software for the quick lube industry, and peripherals (electraLube Plus, eLube 2000, and eLube). • Trainer• Created all documentation