Jane Lake Email & Phone Number

Provide 1st and 2nd level support for Safety Risk Management Systems (ARIS Suite). Perform initial analysis and applying known workarounds. Follow established Incident Management processes, understand and adhere to Problem Management policies. Ensure that resolutions are consistent with standards and do not introduce additional conflicts. Help identify and implement innovative solutions for customers. Escalate Severity 1, Severity Level 2 and problem tickets to the appropriate level 2 or 3 group. Work with peers to ensure high quality solutions are defined, developed and deployed using consistent technologies and processes.

Provided high quality customer service to user request and incidents received via telephone calls, email, and incident tracking system. Provided support to internal and external users, direct clients such as: physicians, nurses and other healthcare providers. Identified and resolved applications issues and related information systems, such as network, hardware, and software triaging and routing to the next level of support. Administer user’s login access in Healthcare Plans Website, Active Directory and Citrix Delivery Services Console. Open and close service request and service tickets, as well as managed the classification, assignment, tracking, and completion of requests/service tickets.

Present purchase offers to sellers for consideration. Act as an intermediary in negotiations between buyers and sellers, generally representing one or the other. Compare a property with similar properties that have recently sold to determine its competitive market price. Advise clients on market conditions, prices, mortgages, legal requirements and related matters. Promote sales of properties through advertisements, open houses, and participation in multiple listing services. Accompany buyers during visits to and inspections of property, advising them on the suitability and value of the homes they are visiting. Prepare documents such as representation contracts, purchase agreements, closing statements, deeds and leases. Confer with escrow companies, lenders, home inspectors, and pest control operators to ensure that terms and conditions of purchase agreements are met before closing dates. Interview clients to determine what kinds of properties they are seeking. Coordinate property closings, overseeing signing of documents and disbursement of funds.

Responsible for hi-level complexity task/projects in support, enhancement, and maintenance of business application systems (ADS/ADX). Involves in research, problem definition, resolution related to business user's system enterprise, and task/project deliverable. Interviewed the needed parties and wrote analytic evaluation updates. Manage all resources needed to resolve a clients issues including collaborating with other Analysts and Solution Engineers. Document and tracked incidents, problems, issues, and addressed the resolutions back to the person(s) reporting the problem. Provided 24x7 full-fledged support for high severity tickets. HIPAA compliances. Environment: HP-UX Unix/Linux, Window NT, Windows XP desktop environment, ORACLE/Informix Relational DB, Apache Software Foundation, Tomcat, Eclipse, CVS, J AVA, FTP, Action Remedy (AR

Monitor daily continuous/production builds, production changes and releases, validated and performed necessary checks for all deployment of soft wares/product packages. Utilized software test, installation and tracking tools. Provided a management checkpoint for changes and quality assurance. Played the role of a release engineer; including software build and deployments of applications across various platforms. Worked with project teams, developers and users to integrate change management principles; methodologies and the whole change process. Present the project at the change management meeting for approval from change management and other project team. Announce and communicate vetted builds to QA and the documentation team. Responsible for monitoring, enhancing and maintaining applications processes thru Window platforms. Performed Administrative role to ClearQuest bug/tracking, ClearCase source code versions applications, and adding Users in ClearQuest & ClearCase application, as well as software's installations.Environment: HP-UX /Linux, Windows 2000/2003/XP desktop environment, Microsoft SQL Database, IBM-Rational ClearCase and IBM-Rational ClearQuest, Apache Software Foundation, Tomcat, Eclipse, CVS, J AVA, ANT, Perl, VOS/Stratus/IBM System/88, NDM, MVS AIX/ESA, FILEAID, CA Products & SAR Reporting System, IBM Soft wares and Utilities, CHANGEMAN

Performed data files recovery, backup and data restore request for programmers and endusers. Familiar with various scheduling system such as CA7, JOBTRAC and as well asChangeMan Tools software. Performed level 2 problem diagnoses for system, online andscheduling operational processes including Production Job abnormal termination “ABEND” andJCL resolutions. Special Project: Data Center Migration from a customer site to another(EDS) facility and supported operations Disaster Recovery Plans and Drills, as well asY2K. Defined and maintained application reports distribution. Created special formsOVERLAY and JOBSET for MicroFiche.Trained operations personnel on batch monitoring toolsand procedures.Environment: IBM MVS/XA, CICS, TSO/ISPF, JCL, JES2, IBM Utilities, FILE AID, JOBTRAC,VSAM, COMPAREX, SYNCSORT, UCC7/11

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Real State Sales Agent

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