Lora Hawkins Email & Phone Number

Lafayette, Indiana Metropolitan Area

Indianapolis, Indiana Area

Research and reported problems with Trizetto/RIMS QicLink system to level 1 and 2 Tier Support. Provided desktop support from user help desk and system requests.Monitor, process, record, document, and report issues from the Trizetto/RIMS QicLink system. Develop and maintain operational manuals and training materials through internal SharePoint site, based on Trizetto/RIMS system procedures and guide lines.Serve as the contract point for operation new procedures and processes. Ensure that all scheduled production jobs are run on a daily, weekly, monthly, and year-end schedule and production output is distributed on time to the users. Continuously confirm accuracy of the system output.Maintain staff schedule. Coordinate and communicate with other internal and external business units to ensure the nightly production jobs are completed on time.

Indianapolis, Indiana

Monitoring Trizetto/RIMS QicLink midrange, Microsoft Windows NT, Novell, and UNIX systems. Supported nightly production schedules, executed and monitored systems backups and restores, and identified systems failures. Executed appropriate problem escalation procedures in a timely manner (by using documented instructions).Responsible for successfully execution and completion of the nightly, monthly, and year-end production and test schedules (utilizing QicLink, Veritas, Backup Express, Novell, VPN, Remote Desktop, and DOS applications) on midrange systems, identification of abends or system malfunctions, and for taking corrective action per recovery or emergency procedures.Act as a liaison between programmers, management, and operations to resolve abends, printer issues, communications/hardware/software, and database issues. Provide information to the on-call support personnel which reduced client down time.Developed, updated, and maintained documentation related to daily, monthly, yearly functions and responsibilities of the mid-range operator in accordance with procedures applicable to operations in the Data Center environment. Trained new shift operators in accordance with these procedures.

Indianapolis, Indiana, United States

Monitor Microsoft NT, Novell NetWare, SQL, UNIX, and Veritas server processes, support production and test schedules, execute system backups, maintained operating records regarding system performance, and identified system failures as a first level of support. Execute problem escalation procedures in a timely manner. Review log files and report errors to appropriate system managers or Information Systems support management. Provide high quality customer service to different departments (Accounting, Tech Support, Database Administration, Print, and Oce) as required by Operations. Acted as a liaison between Accounting, IT Operations, and IT Programming departments, and operators in problem solving for servers, printers, PC situations, and programs as directed.