Omar Mirza Email & Phone Number

Detroit, Mi, Us

Plano, Texas, Us

Plano, Texas, Us

-Install, migrate, upgrade, and configure hardware and Tyler software for both on-premise and cloud-hosted customers.-Install and configure databases on Microsoft SQL Server, ensuring optimal performance and security.-Install, configure, and deploy web servers and products to clients.-Configure virtual message switches in RHEL for migrations.-Troubleshoot and resolve issues as they arise.-Provide comprehensive technical training to clients on software installation procedures, tailoring instruction to meet specific needs.-Collaborate with cross-functional teams during various phases to ensure timely and proper deployment of solutions.-Document service work and deployment outcomes, creating detailed reports for use by internal teams and customers.

Plano, Texas, Us

-Provided Swarm/L2 (escalation) support to our Public Safety Support Specialists.-Demonstrated a strong sense of ownership for technical incidents, ensuring prompt coordination and resolution with the Product and Development Team when necessary.-Acted as a technical sponsor for customer upgrades, ensuring seamless transition and optimal functionality.-Delivered remote support to on-site Go-Live resources, facilitating smooth implementation and troubleshooting as needed.-Offered round-the-clock support for critical issues on a rotational basis, guaranteeing uninterrupted service.-Fulfilled Software Support Specialist responsibilities in addition to the aforementioned duties.

Plano, Texas, Us

-Provided comprehensive phone and email support for Tyler's Enterprise Public Safety software solutions.-Contributed to the knowledge base by meticulously documenting interactions and outcomes in Microsoft Dynamics 365 CRM, while actively engaging in the "Tyler Community" customer forum.-Employed thorough troubleshooting techniques for critical software and hardware components, leveraged analysis of Event Viewer, Microsoft SQL Server, and application-specific logging. Proficiently investigated, diagnosed, and resolved intricate technical issues to full resolution.-Fostered efficient internal communication through the proficient use of Slack or Microsoft Teams.-Effectively queried, updated, and deleted SQL data to address customer concerns or deliver requested data/reports.-Utilized SQL Server Profiler as a diagnostic tool for troubleshooting stored procedures.-Conducted system operation and software functionality training sessions for customers and newly hired personnel.-Demonstrated a strong sense of ownership for technical incidents, ensuring prompt coordination and resolution with the Product and Development Team when necessary.-Skillfully replicated complex customer issues to create Jira tickets for thorough review by the Product Team.-Actively participated in bug meetings, collaborating with members of the Product and Development Teams to review and address cases.-Earned selection to the External Testing Team (ETT) for conducting rigorous testing of forthcoming software releases.

-Assisted physicians and nurse practitioners in utilizing the EMR application EPIC.-Collaborated with EPIC support to identify and rectify issues within the EMR system.-Supported network management, laptop configuration, printer maintenance, and fax machine operations.-Coordinated with HIPAA security compliance vendors to develop crucial policies including Security Policy, Internet Usage Policy, and Vendor Management Policy.

Master'S Degree, Computer/Information Technology Administration And Management

Bachelor Of Science - Bs, Health Sciences