Kevin Blanco Email & Phone Number

Greater New York City Area

• Provide high-level support to various business units by interpreting, understanding and responding to user needs; handling 6-8 projects at anytime.• Analyze requests for system changes and enhancements before submitting to development; determine whether requests were possible or necessary, if/how changes would affect the business unit or other company functions, research alternative solutions. • Review functional specifications and facilitate user acceptance testing.• Collaborate with software vendors and other departments for development and client support.• Ensure adherence of Service Level Agreements. • Train and mentor junior staff members; manage and review project deliverables as needed. Notable Projects:• Lead/SME on the implementation and adoption of Interactive Intelligence, a new phone system to monitor queues, calls, and client activity. o Worked with vendors and project management to meet the business units’ needs and obtained all required deliverables. o Reviewed all requirements with vendors and held them accountable for their deliverables.o Trained all staff on the system, tested prior to going live, and provided first tier support for over 150 users. • Lead and liaison for new partnerships and managed service organizations.o Collaborated with the partners and other departments in obtaining all necessary deliverables with quick turn-around. o Achieved quick turn-around by updating the request tickets, sending follow-up emails, and escalating issues to upper management when SLA’s were not met. o Ensured security requirements were identified and met to protect HIPAA information of non-partner members. o Sole support for partnership clients to guarantee accuracy and quickness of issue resolution. o Distributed issues to the proper IT department by correctly diagnosing the problems and had critical issues resolved in less than 2 hours.

Greater New York City Area

Set-up and ran computer information system at cruise dock to handle and process customer data, excelled in differing computer systems for different cruise lines