Jesse Inoncillo, Mba Email & Phone Number

Manage a team of Application Support Developers.Project lead on the Proactive Usage Dashboard, a PowerBI tool to measure metrics of the RQI1Stop platform based on MySQL and SQL Server databases.L3 support for the Veteran's Health Administration.Overseeing project planning, execution, and delivery for Root Cause Analysis for hot customers on the RQI1Stop and NRP platforms.Collaborating with L1 Support and System Analyst teams to identify issues and provide a pathway to resolution with the Laerdal Bangalore technical teams.Enhancing team productivity and efficiency by defining processes and identifying areas of improvement.

-Coordinate with managers and users to identify ongoing issues on the RQI1Stop Platform-Work with global development team to reach a solution suitable for clients-Participate in UAT for new and upcoming releases to the RQI1Stop Platform-Collaborate with Technical Support teams to develop alternative solutions for customers-Validate workflow processes and procedures with upper management-Analyze and trend incoming issues to determine prioritization and optimize development timelines

-Work closely with the support team to track bugs and trend upcoming and ongoing issues on the RQI1Stop platform.-Work with international development teams to monitor identified issues.-Work with external reps as well as customers and IT to troubleshoot advanced issues with platform integration.-Run reports to monitor the inbound and outbound volume of the support team.-Onboard new team members into support role.-Assess and improve operational processes for optimization and standardization.

-Troubleshoot issues with RQI equipment, such as laptops, carts, manikins, RQI software, and Learning Management Systems -Provide support to customers over phone and e-mail-Create and maintain service tickets for all interactions, through to closure-Work with global teams to provide best solutions to customers-Work closely with customers to ensure success by tracking issues, potential bugs, and trending issues-Maintain an internal database of knowledge shared among team members-Review resumes and interview potential candidates -Provide training to new members-Support and mentor existing members-Contribute to changes in standardized processes including updates to CRMs such as SalesForce and 8x8-Work with external parties to install new products and features

-Troubleshoot issues with computers, networks, and medical simulation devices with customers as well as external representatives.-Provide support over phone and e-mail.-Repair customer computers and Laerdal devices.-Test and debug Laerdal hardware and software.-Maintain positive relationships with customers and external representatives.-Collaborate with team members to provide solutions to reach customer satisfaction.-Work to stay up to date on latest technologies provided by company, as well as changes in Windows -OS that may affect hardware and software.-Prepared and trained new members for phone support-Create reports in Excel to track customer licenses-Work with escalations team to resolve customer issues

-Developed and maintained Magento eCommerce and WordPress websites for clients, providing extra functionality based on clients’ needs.-Provided support and resolved website-related issues via ZenDesk ticket support system and phone support.-Created time-based estimates for clients and developed project timelines relative to other team members.-Wrote blog posts in the latest technology surrounding the Magento community.-Walked clients through the use of Magento and WordPress software, both in-person and remotely.-Implemented Google applications, such as Analytics, AdWords, etc., on Magento websites in order to boost search engine rankings

-Maintained databases for small businesses. -Used MySQL and phpMyAdmin to upload thousands of products for an online catalog. -Created and edited graphics using Photoshop to meet clients’ needs. -Alternatively, created portfolio websites for artists using HTML, CSS, and Graphic Design Skils, ensuring cross-browser compatibility.

Newburgh

-Developed custom shopping cart websites for Tedd Cycle customers who did not have an online presence. Created initial Zencart or Magento website and then customized the site to match the customer’s logo and chosen colors. Imported Tedd Cycle inventory files (30,000 skus * 2000 Categories) into the eCommerce store and set up customer’s desired payment gateway. Gave customers initial tutorial on their chosen shopping cart. Provided additional support when needed.-Developed custom graphics for internal use as well as on customer’s behalf. Created webpages, logos, postcards, print advertisements, and animated GIFs.-Created and modified IBM iSeries menus to give staff access to specific functionality within the mainframe system.-Provided help desk support and resolved common connectivity, user access, and file/print sharing issues.-Installed and Configured Windows 2008 Standard and CentOS Linux Servers. Installed Webs and Database Servers.-Applied Windows Updates to workstations and servers. Created Windows Server shares and granted permission to users as needed.

-SuperUser for Cerner Powerchart healthcare application.-Trained Physicians on Powerchart and provided tech support for the application to Putnam and Vassar Brothers Hospitals

-Taught basic HTML and Visual Basic programming.-Prepared students for exams and quizzes.

-Participated in door-to-door information gathering and surveying for Assemblyman Frank Skartados.

Master Of Business Administration - Mba

Bachelor Of Arts (B.A.)