Production RPA monitoring and automation support specialist @ HaloMD, part of MPOWERHealth

Freelance content consultant for The Blockchain Academy LLC

Provided support for queries for video-surveillance systems, PC & mobile software, and hardware. -Responded to phone and e-mail requests for troubleshooting and configuration assistance. -Trained end-users of all technical levels regarding our online/offline surveillance systems. -Continuously reviewed documentation and archived incidents to diagnose recurring issues. -Helped end-users install & troubleshoot software on Windows/MacOS/iOS/Android.

Provided both technical and customer support for the Istation software for educators & end-users. -Resolved incidents via phone/e-mail regarding connectivity and account management. -Documented all incidents and escalated complex and priority issues to respective teams. -Composed clear and concise documentation with gathered data using Salesforce. -Met monthly department goals for contacts-per-day, quality, and customer satisfaction. quality, knowledge and customer satisfaction.

Assisted with CVS/Omnicare pharmacy warehouses’ migration of local and networked systems. -Prepared networked workstations, print/fax machines, and local servers for migration. -Processes included backing up data and upgrading hardware as needed per user/system. -Restored images after network switch-over and assisted end-users 1:1 upon first login. -Traveled weekly to different US cities as needed and complied with travel regulations.

♣ Reviewed technical solution articles for accuracy and completeness, and gave feedback to the authors.♣ Understood and used sphere of influence extending outside of the department .♣ Participated in and lead conference calls with customers/ audience and articulated accordingly.♣ Participated in eServices content creation (self-service) and maintenance such as Chat, Knowledge-Base content, Support forums, etc.♣ Validated technical information and issues early warning and disseminated information as needed.♣ Interfaced directly with customers at different stages of problem resolution process including understanding issues customers faced, communicating plans for resolution, explaining developments, and conveying resolution.♣ Assessed when it was necessary to engage or escalate to more senior resources to resolve more complex issues.♣ Managed own schedule of cases, which included determining priority levels and negotiating and setting expectations with customers.♣ 24X7X365 organization operations.♣ Received training and lab hands-on experience with VMware technologies. Such as setting up a nested lab with vSphere 6.0, ESXi, (vCenter, Unisphere suite, etc). ♣ Basic training and hands on experience with DellEMC/EMC/VCE technologies such as vBlock components and software.♣ Customer base from a wide range of clients and international audience.

Worked closely with business and technical units across the company to create, modify, or terminate user access to various computer systems and applications. Performed routine analysis of employee access to ensure it is commensurate with the user's job responsibilities and that the access within and across applications does not result in any segregation of duties conflicts. Utilized company processes to maintain consistency of access controls for all applications.Created, modified, and removed user access to the following:♣ Active Directory♣ Microsoft Exchange♣ Cisco Jabber Administrator♣ WebEx Connect/Meeting Administrator♣ McKesson Paragon, McKesson (Horizon) Patient Folder, and other McKesson products.♣ Citrix Administrator (for troubleshooting sessions)♣ Monitored and analyzed changes to the firm's application inventories that impact current access control procedures.♣ Executed, on a regular basis, audit procedures for the company’s applications to verify that application access is accurate and remove access if no longer required. Submitted final reports quarterly or monthly depending on the type of procedure.♣ Created/updated procedures to ensure accuracy of access control creation and maintenance processes.♣ Processed and documented requests through Service-Now system.♣ Troubleshooting of cases and determining if it is an access-related issue or escalate to the appropriate team (knowledge of POB ticketing system, working with Anthelio Service Desk)♣ Remote access support to end-users’ workstations for gathering of information about application issues as well as troubleshooting.♣ Remote access to critical-system servers for troubleshooting and re-start of services, or the servers, as needed per documentation.♣ Covered during holiday working both Access Analyst and Triage Analyst.

♣ Hardware and software troubleshooting♣ Application support: CTI, MRI, Microsoft Office, Service-Now, Active Directory /ARS, Bomgar, LogMeIn, Cisco Anyconnect, eVault, Microsoft Communicator, Altiris, McAfee Endpoint Encryption, Citrix Applications, Service Insight, Procure to Pay (P2P), CollectPlus, JDEdwards, PeopleSoft, Cisco-Outlook integrated voicemail♣ User access support for CBRE network websites: CBRE Marketplace (super-user rights), CBRE Navigator, myCBRE, myHR (administrator access within Active Directory), Outlook Web Access♣ Mobile Support: iOS, AndroidOS, BlackBerry (phone/tablet)♣ Service-Now ticketing system knowledge♣ Service Desk/call-center hybrid, corporate environment with broad range of global calls/emails (Americas, Europe, Asia)♣ Work together with and escalations to Network Operations Infrastructure team and the Product Support team, as well as Field Technicians

Information Technology Support and Services. Network Administration.♣ Make sure office is running, prioritize any immediate troubleshooting for the billing and clerical staff as well as downstairs medical clinic partner (printer, login, network problems).♣ Server reboots (Domain & Email controllers) and maintenance through KVM in storage room (Windows Server 2003, 2007, and 2012)♣ Print server reboots and IP configurations.♣ Exchange Management Console – Helping new users join the network and configuring them with a workstation username/password as well with a working email in the mail server.♣ User creation and management through Active Directory.♣ Task Management through Task Manager and Resource Monitor.♣ Network troubleshooting through cmd.exe (command prompt).♣ Providing over-the-phone troubleshooting for Doctors (clients) with APRIMA and MyWay.♣ Creating and filing of tickets, and escalation to third-party if proprietary issue.♣ Customer service experience a TOP priority.

♣ Sold product at the Dallas Galleria Mall in the store ZARA, and helped customers with any questions they had to the best of my knowledge and ability. ♣ Answered phone calls with customer inquiries. ♣ Had the paid duty of "Lights Maintenance" for ZARA. ♣ In charge of closing when in evening shifts. ♣ Worked early morning shifts twice a week to work with new arrivals shipment unpacking and back-stocking before store opening.♣ Received Stock-Room Supervisor training.

♣ In charge of keeping track of and processing items from the storage room to the sales floor. Assisting the Visual Team with opening and closing procedures of the store.♣ Setting up and maintaining sales floor planograms (“floorsets”) to make sure they are in accordance with company standards.♣ Customer service: Making sure that the customer has a pleasant experience from the moment he, or she, steps into our store, and helping with any inquires about our products or procedures.

♣ Assisted the bartender to keep the bar steadily running through the day, made sure beer/liquor/kegs were always stocked and properly cooled, kept track and checked accuracy of incoming liquor and beer orders. ♣ Maintained bar clean and presentable. ♣ Helped to close the bar at the end of every day, and was a trusted key-holder of the establishment in case of emergencies and for convenience.♣ Took food orders on the telephone, as well as orders from regular customers at the actual bar. ♣ Served everything from our food and drink menu except for mixed drinks, which the bartender took care of. ♣ Helped run food from the kitchen to the tables during busy days.♣ Greeted and conversed with customers. ♣ Did many side tasks such as keeping our storage room clean and organized, setting up one of our two bars for private parties/ weddings, kept our fireplace running during winter days, and took care of the pool tables as well as our dart boards.