Craig Joyner Email & Phone Number

Clayton, NC, US

Pleasanton, California, US

• Responsible for managing and analyzing Service Level Agreements (SLAs) and contracts with vendors, ensuring compliance, verifying adherence to contract terms, and strengthening vendor negotiations.
• Responsible for escalation point for major technical problems.
• Identify problems, devise, and deliver proactive solutions to enhance quality of service and to prevent future problems. As required, analyze and highlight incident trends.
• Supports the implementation of regional and global IT projects. Increased involvement with local IT and business initiatives. Provides related incident resolution supporting service transition.
• Create and maintain knowledge documents, usage guides and FAQs for both IT and business team members. Develop and deliver user training.
• Promotes user adherence to the organization’s IT policies.

New York, NY, US

• Demonstrate expertise in all activities associated with providing end user support analysis, diagnosis, and resolution of complex desktop, server and peripheral problems for end-users; recommending and implementing.
• Process access requests submitted by end-users through ServiceNow
• Set up Windows in Active Directory and successfully install most applications through downloads and packages.
• Advanced knowledge in PC Hardware, Anti-Virus software, Desktop management software Patch management (Patchlink), MS Exchange, Windows, Windows 2008/2012 server.
• Strong experience in VPN, RDS (Remote Desktop Services), Microsoft Azure Active Directory, PowerShell, ServiceNow, JumpCloud Admin, JIRA Admin, Google Admin, Slack Admin, Sharepoint Admin, MS Office 365, and MSI.
• Provide technical solutions for remediation and repair. Perform post-implementation level support, identifying root cause with strategic solutions to problems.

Noida, Uttar Pradesh, IN

• Provides first level support via telephone for PCs, standard and proprietary software/applications, network connectivity.
• Created and implemented company policies and procedures, documented hardware and software maintenance policies. Created several company documents for IT troubleshooting.
• User account creation for Active Directory, Exchange Mailboxes, Distribution lists Remote desktop connectivity applications RADMIN· VPN and remote dial-in users. Support for laptop, desktops, and printers, iphone and.
• Adhering to workflow and service level expectations between teams to resolve issues in a timely manner.
• Ensuring proper documentation, timely follow-up, appropriate escalation, and resolution of reported issues.
• Performing support and maintenance either remotely or at the customer’s location to resolve problems using basic troubleshooting and technical skills.

Boston, MA, US

• Perform onsite clinical compliance auditing and analysis of documentation of medical records in various settings (hospital, home health, physician practice) for the State of NC, Department of Health and Human Services.
• Compliance with federal and state regulations pertaining to but not limited to federal healthcare program requirements, coding and documentation and clinical trials billing.
• Assist with HIPAA Security Risk Assessments including remote and on-site elements
• Validate clinical data used to support medical necessity of billed services.
• Ensure proper delivery of appropriate confidential documentation to office of DHHS
• Evaluate and approve or reject North Carolina State Medical Facilities based on Auditing and Compliance standards.

• Assist GM with accounting activities such as accounts payable/receivable and payroll, also processing various city permits and inspections.
• Compile reports including closing ratios, renewal percentages, and average sale amounts
• Manage dispatch board in Successware 21 to schedule effectively and maximize productivity
• Dispatch assets to all calls to ensure maximum scheduling efficiency without compromising client satisfaction.

• Conducted regular patrols to deter incidents and ensure the safety of the premises.
• Provided direct customer service and responded promptly to any security-related issues.
• Collaborated with team members to maintain a secure environment.

Boston, MA, US

• Responsible for high volume transaction processing through a Ceris HRIS database.
• Updates include but not limited to change in personal information, job type/title, salary, and hire errors. Experience in Active Directory and Windows Administration.
• Job required strong customer service skills, research & resolution, data analysis, and managing a range of computer help desk support not limited to Outlook troubleshooting.
• Worked with Benefits Specialist to ensure timely delivery of Employee Confidential Personnel and Benefits updates to Human ResourceProvided front line HR support on general HR issues to employees, managers and.
• Help Desk support troubleshooting, documenting, analyzing, and drawing conclusions on workforce and HR operations data and information. Experience in Active Directory administration.
• Employee Immigration documentation updates of I-9, Visa expirations, and work authorization.