Provide intermediate technical support to users and assist with more complex issues that the level 1 support team cannot resolve. Troubleshooting and Issue Resolution, Escalation Management, Root Cause Analysis, Documentation and Knowledge Management, System and Application Support, Customer Service and Communication, Proactive System Monitoring, Assisting with IT Projects. Technical Skills, Analytical Skills, Customer Service Skills, Time Management, Problem Solving Skills. Ticketing Systems, Remote Support Tools, Monitoring and Diagnostic, Knowledge Base Software, Operating Systems.

Oversee IT Infrastructure, and provide services and support for university. Responsible for ensuring that the technology needs of students, faculty, and staff are met and supporting academic, administrative, and research functions. IT Infrastructure Management, Technical Planning and Strategy, IT Support and Help Desk Management, Cybersecurity and Data Protection, Academic and Research Technology Support, System and Software Management, Project Management and implementation, Team Leadership and Staff Development, Vendor and Budget Management, Policy Development and Compliance. Technical Expertise, Leadership and Management, Strategic Planning, Communication Skills, Problem-Solving Skills.

- Consult with managers to determine the role of the IT system in an organization- Research emerging technologies to decide if installing them can increase the organization’s efficiency and effectiveness- Prepare an analysis of costs and benefits so that management can decide if information systems and computing infrastructure upgrades are financially worthwhile- Devise ways to add new functionality to existing computer systems- Design and develop new systems by choosing and configuring hardware and software- Oversee the installation and configuration of new systems to customize them for the organization- Conduct testing to ensure that the systems work as expected- Train the system’s end users and write instruction manuals

- Manager of software development and implementation, administration and maintenance of end-user accounts, electronic document development, and identification and resolution of operating systems issues.- Handled permissions and access rights, creation of user drives, email accounts, department drives, security and distribution group, and development and maintenance of active directory and Intel advanced customer support. - Dealt with OS/400 and iSeries-based applications, version upgrades of OS/400 and McKesson, and forms mapping, cloud operations, maintenance and integration.- Performed New Product Understanding and Transition Services, Development and Project Management, and support of sales, calls, vendor relations, technical operations, and of complex applications.- Provided support to network administrators with application installation, recommendations, testing, and process improvements, to business users with effective utilization of applications and information technology and to HIM/Medical Records Department with imaging, design of committee forms, and electronic medical record mapping, manipulation and procedures.

Responsible for collecting, processing, and analyzing data to help the organization make informed business decisions. It involves interpreting complex data sets, identifying trends, and creating visualizations to present findings to the administration. Collect, clean, and preprocess data from various sources to ensure data integrity. Analyze large datasets to identify patterns, trends, and insights. Create reports, dashboards, and data visualizations. Collaborate with team members to understand business requirements. Develop and maintain databases, data systems, and data workflows.

Responsible for creating, organizing, maintaining, and updating technical documentation to support the company's products, services, or internal processes and working closely with subject matter experts and technical teams to ensure accurate and clear documentation. Create, edit, and maintain technical documents, collaborate with engineers, product managers, and other SME’s to gather information, Ensure all documentation is accurate, up-to-date, and adheres to company standards and style guides. Organize and manage document repositories, develop and maintain templates, review and proofread documents for clarity.

- Administered and maintained information technology systems including PC and LAN equipment as well as performed operations functions for hardware, software and voice/data network solutions.- Purchased, installed, and maintained life-cycle of PCs, servers and LAN network connectivity equipment.- Contributed towards local administration and operations functions in accordance with standards, policies and procedures.- Coordinated and directed the activities of volunteers and staff in cross-organizational and cross-functional teams; oversaw daily operations of the IT area, including training and development of Information Security policies and procedures.- Monitored the performance of the company’s desktop infrastructure and made suggestions for improving efficiency.- Field tickets and phone support requests in a timely manner.- Be able to answer questions relating to desktops, laptops, tablets, peripherals, mobile devices, software, email, web.- Manage and troubleshoot computer hardware and software.- Maintain open communication with end users and management.- Provides regular status updates/reports to IT Team for documentation or escalation.- Perform other IT-related duties/projects as directed by the IT Team.- Maintain inventory of hardware and supplies.- Install, configure, administer and support desktop hardware and software.- Contributed towards local administration and operations functions in accordance with standards, policies and procedures.

- Developed clear and well-structured analytical plans and analyzed large data-sets in an SQL environment to include analyzing administrative data, insurance, billing claims, and other data-sets.- Created Source to Target Mappings as well as worked with business analyst to gather requirements.- Identified and quantified data issues within the organization and assisted in the development plans to resolve data issues.

- Efficiently managed software development and implementation, administration and maintenance of end-user accounts, electronic document development and identification, and resolution of operating systems issues.; Designed tables, storing procedures, views and functions.- Entered data by using several software applications, compiled, and analyzed data for various data sets, and monitored the validity and integrity of data for quality improvement.- Developed Crystal Reports and wrote applications to interface with SQL databases; wrote and tested code.

- Performed project management in terms of vendor relations, budget manipulation, hardware and software installation and maintenance and technical data mapping.- Delivered support to managers and customers and conducted mortgage technology fraud management.- Identified opportunities and provided innovative solutions focused on improving efficiency of business processes and providing modernization consolidation efforts.

- Investigated and assessed new IT software projects and initiatives to support maintenance and improvement of existing Microsoft Based Systems.- Determined opportunities for the enhancement of business processes efficiency and inspected existing applications for necessary modifications to meet changing user requirements. - Successfully conducted negotiations with clients to collect requested business requirements and established collaboration with development and implementation teams.- Participated in IT-project steering committees to involve in the design phase of new IT software development projects, prepared Business Requirement Documents and vendor relations, and produced technical documentation for existing and new applications.- Delivered assistance with regular on-call Help Desk rotation within CMHP/CHP regions, supported HIM/Medical Records department in imaging, committee forms, and electronic medical record manipulation and procedures.