Initial triage and assessment of all Enterprise Application issues and tickets. Resolution of issues, access, permissions, etc. for application issues or escalation of issues to Business Systems Administrators for issues that require higher level engineering. Spearheading implementation of Applications across all departments of the business. Creation and implementation of training modules, sessions, and presentations to assist the business with any and all application additions and upgrades.

Provided day-to-day 1st/2nd tier technical support to employees and executives for network infrastructure and internal desktop systems, software, and hardware.Installed, configured, and troubleshot desktop systems, workstations, server, and network equipment in a heterogenous environment of both Mac and PC.Collaborated in the development of information technology and infrastructure projects and conducted training programs designed to educate the end users about the new technology… Show more Provided day-to-day 1st/2nd tier technical support to employees and executives for network infrastructure and internal desktop systems, software, and hardware.Installed, configured, and troubleshot desktop systems, workstations, server, and network equipment in a heterogenous environment of both Mac and PC.Collaborated in the development of information technology and infrastructure projects and conducted training programs designed to educate the end users about the new technology solutions being implemented.Led the Workstation Vulnerability Team to address workstation vulnerabilities and worked with end users to update, upgrade, and patch vulnerabilities and security risks to ensure a secure environment for the business to operate. Show less

• Assess and present IT solutions to business leaders of finance and billing departments of in-home care division ofone of the largest publicly-traded healthcare companies in the US.• Lead weekly meetings regarding the integration of proposed resolutions• Assisted the development and design of a custom web-based database application used to capture clinical data in the field,track sales leads and referrals, perform resource scheduling, produce internal and client billing, and… Show more • Assess and present IT solutions to business leaders of finance and billing departments of in-home care division ofone of the largest publicly-traded healthcare companies in the US.• Lead weekly meetings regarding the integration of proposed resolutions• Assisted the development and design of a custom web-based database application used to capture clinical data in the field,track sales leads and referrals, perform resource scheduling, produce internal and client billing, and generate key businessanalytical reports. This application provides a standardized platform to replace paper based systems of the home carecompanies acquired by Humana.• Creation and maintenance of software project calendar and allocation of resources to ensure timely project completion. Show less

• High Level Application/Software Support to approximately 13,000 nationwide internal and external users• Supported the hardware, networking, PC, and hand held device needs of approximately 500 users in Corporate and satellite offices• PO acquisition and invoice reconciliation of IT and telecom vendor contracts for corporate and satellite offices and resolution of billing and payment issues related thereto• ‘White-glove’ IT support for in-house and visiting corporate executives•… Show more • High Level Application/Software Support to approximately 13,000 nationwide internal and external users• Supported the hardware, networking, PC, and hand held device needs of approximately 500 users in Corporate and satellite offices• PO acquisition and invoice reconciliation of IT and telecom vendor contracts for corporate and satellite offices and resolution of billing and payment issues related thereto• ‘White-glove’ IT support for in-house and visiting corporate executives• Reduced clinical documentation time by 30% per month by implementing a mobile application platform which allows remote clinicians to access and update member data.• Consistently achieved 98% or better end user satisfaction scores by maintaining a high availability and high communication levels for all issues and projects I was responsible for.• Solely responsible for clean-up and transfer of approximately 150GB of data in original SeniorBridge shared drives to new Humana servers due to acquistion of company. This clean up involved the creation of a new file structure and Active Directory access group s for these new folders. Upon completion of the data transfer, held several training sessionsfor all users on accessing new files and new file structure. Dissemination of training materials personally created for the project• Consistently received internal rewards and recognition for the exceptional level of work and support provided to our customer base and constantly sought out by peers for technical and troubleshooting support, and general problem solving Show less

• Installation of Maximizer CRM on client servers and workstations• Support of software, including patching, customization, and technical issues• Handled escalation of issues to vendor and coordinated testing and resolution with the client and vendor• Scripted and presented webinars to clients on a quarterly basis and also when new software updates are launched• Managed client accounts in regard to updating software and informed of upcoming billing or maintenance renewals •… Show more • Installation of Maximizer CRM on client servers and workstations• Support of software, including patching, customization, and technical issues• Handled escalation of issues to vendor and coordinated testing and resolution with the client and vendor• Scripted and presented webinars to clients on a quarterly basis and also when new software updates are launched• Managed client accounts in regard to updating software and informed of upcoming billing or maintenance renewals • Trained clients’ employees on basic and advanced aspects of our software product• Networked on behalf of company as a means to meet and engage new clients Show less

• Utilized the Remedy ticketing system to handle and resolve customer issues• Processed tickets in queue for all advanced product services. Queues are comprised of issues unable to be handled by the CAE or issues requiring additional system access unavailable to the CAE. Escalate customer issue tickets to the proper engineering level and ensure resolution with customer upon return of ticket• Assisted management in leading effort that led to our regional Help Desk and Call Center being… Show more • Utilized the Remedy ticketing system to handle and resolve customer issues• Processed tickets in queue for all advanced product services. Queues are comprised of issues unable to be handled by the CAE or issues requiring additional system access unavailable to the CAE. Escalate customer issue tickets to the proper engineering level and ensure resolution with customer upon return of ticket• Assisted management in leading effort that led to our regional Help Desk and Call Center being ranked #1 in the nation across all metrics for Comcast.• Received and handled customer escalations as needed Show less