Nathaniel Merrill Email & Phone Number

Eden Prairie, Minnesota, United States

With Optum's peak season stability team.- Develop presentations and documentation regarding ITSM, ITIL, Monitoring, and other best practices- Develop playbooks and checklists for meetings with Service Level Owners, Operations Managers, and Executive Leadership- Review critical infrastructure services for operational readiness- Change Approval Board (CAB).

Plymouth, Minnesota

With Optum's Network, Security, & Identity Services (NSIS) Intelligent Operations, I support the following tools:- Splunk (Reports, Dashboards, Alerts)- CISCO Secure Access Control System (TACACS)- MicroFocus Network Node Manager i (NNMi)- MicroFocus Network Automation (HPNA)- Broadcom Network Flow Analysis (NFA)- SteelCentral Transaction Analyzer- Wireshark

Plymouth, Minnesota

• Role: IT Manager - Remote Site Operations
• Operational manager accountable for Remote Site Networking operations
• Manage 13 network engineers accountable for 24x7x365 network operational support
• Manage 6 network engineers accountable for incident and escalation
• Provide rapid response to critical incidents with Optum's remote site networks
• Ensure compliance to ITIL best practices for incident, change, problem, and event management

Plymouth, Minnesota

• Role: IT Manager with Network Control Center (NCC) and Cyber Defense Support (CDS)
• Facilitated daily operations scrum calls reviewing recent and ongoing high priority issues
• Participated in War Room calls to resolve business-critical incidents
• Responded to escalations from business and technical stakeholders across the enterprise in a global organization
• Drove resolution of high priority, high visibility issues from start to finish
• Developed and implemented comprehensive reporting activities to drive fundamental change

Plymouth, Minnesota, USA

• Role: IT Manager - Platinum Support
• Led daily cross-functional scrum standup meetings with business stakeholders and technology leads
• Fielded network and infrastructure IT escalations from Optum’s Tier0 solutions
• Onboarded solutions into Optum IT’s Tier0 portfolio
• Connected solution owners with support resources across the entire Optum IT organization
• Participated in high-priority incident remediation (War Rooms)

Plymouth, Minnesota

• Role: Supervisor - Technical Support Account Management (TSAM)
• Functional owner with 3 helpdesk supervisory-level direct reports
• Developed a tool & process that saved $1mm in inefficiencies from delayed Nurse Practitioner onboarding
• Led daily & weekly scrum calls with the TSAM team for current projects and escalations
• Implemented an NPS survey program for the TSAM customer base
• Developed custom TSAM implementations for unique lines of business

Plymouth, Minnesota

• Role: Supervisor - Commercial Support
• Supervised a team of Technical Analysts and Sr. Technical Analysts (<16 Analysts)
• Maintained relationships with 16 distinct commercial customers & UHG Alliance Partners
• Accountable for the first line technical support operations of Optum’s commercialization effort
• Accountable for SmartCard proactive contact project (early delivery and under budget)
• Gathered customer requirements and matched service desk capabilities appropriately

Golden Valley, Minnesota

• Role: Commercial Support Team Lead
• Lead the transformation of a 3 person externally facing helpdesk staffed during core US business hours to a robust helpdesk solution supporting UHG's Alliance Partners, 3rd party organizations, and internal to Optum.

Golden Valley, Minnesota

• Role: Clinical Support Center Team Lead
• Lead a Clinical Service Desk (<10 Analysts)
• Collaborated with end users to high level stakeholders, to drive for resolutions within the clinical context for Optum’s patient facing Clinicians
• Supported Mobile Clinicians (Complex Patient Management, Hospice, and Assessment Clinicians)
• Supported multiple eMR(s) (NextGen, SalesForce, AllScripts, and McKesson)
• Supported Collaborative Care (Telehealth technologies, Call Center environments)

Saint Louis Park, Minnesota

• Role: Technical Analyst - Collaborative Care Support Center
• Provided support for multiple Optum ventures supporting patient facing clinicians
• Provided support for the UnitedHealth Group & Cisco "Connected Care" project
• Managed inventory of clinical telemetry devices
• Supported the following EMR applications: McKesson Hospice, NextGen EMR, AllScripts, and CareOne

Saint Louis Park, Minnesota

Role: Corporate Helpdesk Analyst

Hopkins, Minnesota

• Contracted via Synico Staffing
• Worked within Cargill's central IT organization purchasing IT assets from multiple vendors
• Preformed asset management and reporting tasks within Altiris and with extracted data in MS Excel
• Documented tickets in BMC Remedy & processed intakes from customers via a web portal application
• Collaborated with IT & business stakeholders to gather requirements, draft, and execute purchase orders
• Recognized at End User Computing team meeting for proficiency with Excel

Brooklyn Park, Minnesota

• Contracted via TekSystems
• Provided level 1 and 1.5 helpdesk support for various Target Technology Services
• Supported all IT aspects of Target stores, corporate offices, & distribution centers
• Troubleshot technical Issues with end users within the Target Corporation
• Provided initial troubleshooting and documentation of network and server incidents
• Assigned incidents to 2nd and 3rd level application and infrastructure teams

Eagan, Minnesota

Plymouth, Minnesota

Bas, Organizational Administration, 3.3

The Organizational Administration BAS program at Metro State built upon the technical strength of my AAS degree in Network Administration.

Aas, Network Administration\Analyst, 3.3

My education at Hennepin Technical College has provided me with the skills needed to design, manage, troubleshoot and secure a network.

Certificate, 2 Years Of Bible Studies, 3.5