• Provides 2nd tier support for essential applications, including Facets, NetworX, Macess EXP & Entrendex/Formworks, BMC Scheduler, EDM, Essette, PlanetPress, Rate Manager, TFS and Tableau.• Effectively gathers technical requirements to resolve complex user escalations using a combination of troubleshooting, tracking errors, and contacting vendors to implement solutions.• Analyzes all business requirements and objectives to resolve ongoing issues, improve efficiency, and implement… Show more • Provides 2nd tier support for essential applications, including Facets, NetworX, Macess EXP & Entrendex/Formworks, BMC Scheduler, EDM, Essette, PlanetPress, Rate Manager, TFS and Tableau.• Effectively gathers technical requirements to resolve complex user escalations using a combination of troubleshooting, tracking errors, and contacting vendors to implement solutions.• Analyzes all business requirements and objectives to resolve ongoing issues, improve efficiency, and implement system enhancements.• Communicates the status of support tickets and incidents to business units, insurance companies, and insurance holders.• Conducts regular maintenance, such as installing upgrades, monthly Windows security patches, and periodic updates.• Collaborates with the Development, Database, and Networking Teams to resolve production issues. • Follows up with internal teams to track issues, formulate resolutions, and monitor solutions.• Coordinates testing procedures to verify proper system integrations before releasing to end users.• Monitors system functionality to ensure optimal system performance and reliability.• Upholds confidentiality and privacy in accordance with the company’s Confidentiality Security Agreement and HIPPA regulations.• Generates and maintains technical documentation for system configuration, data flow, backups, and recovery.KEY ACHIEVEMENTS:✶ 2021: Received a Bravo Award for discovery and remediation of a Log4j security issue✶ 2020: Bravo Award for preparing over 20 laptops for remote work environments.✶ 2020: Bravo Award for Amazing Collaboration from the Director of Clinical Analytics, in recognition of superior customer service, research, outreach, and friendly attitude.✶ 2019: Bravo Award for successful Salesforce Implementation, consisting of the smooth conversion of all data from Onyx into the more robust Salesforce CRM.✶ 2019: Bravo Award for Outstanding Performance for exceptional coverage during an outage. Show less

Tied to the Department of Revenue for the State, the Office of IT supported the internal-facing website, which functioned as a critical hub for managers by managers to serve the public properly.• Performed 2nd-tier support for the ComCash, Remittance Processing, and TeamMate applications.• Designed and implemented custom applications to streamline critical functions, such as Tax Class Registrations. Created interfaces between multiple applications.• Assisted with maintaining graphic… Show more Tied to the Department of Revenue for the State, the Office of IT supported the internal-facing website, which functioned as a critical hub for managers by managers to serve the public properly.• Performed 2nd-tier support for the ComCash, Remittance Processing, and TeamMate applications.• Designed and implemented custom applications to streamline critical functions, such as Tax Class Registrations. Created interfaces between multiple applications.• Assisted with maintaining graphic design elements for external-facing projects for the general public. Edited, managed, and published all manner of jpegs and other images. Show less