Paul Grant Email and Phone Number

- Respond to technical support tickets, update tickets, and implement appropriate solutions with supporting documentation.- Perform analysis within call logs, monitor software and databases, and document findings to provide solution(s).- Prioritize and appropriately escalate issues to assure timely problem solutions by: * Conducting fact-finding and analysis of problems; * Determining most effective problem resolution procedures; and * Suggesting, testing, implementing, and evaluating solutions. * Prioritize issues of varying severity and manage solutions of various service levels.- Handle assigned issues and update management and business stakeholders accordingly on a timely basis.- Review user requirements and needs for software and services; perform related research and analysis with information and guidance to users; and coordinate implementation, installation, and training.- Collaborate extensively with operations and vendors to maintain processes and procedures.- Develop effective working relationship with other departments, groups, and personnel interfaced (i.e. Development, Networking, Help Desk, Applications, Operations, etc.).- Coordinate contact with vendors as needed to assist with support activities.- Create and assist in the development of technical diagrams and documentation.- Assist with process configuration, workflow, technical support guide, or user manual.

Responsible for the administration, monitoring, and maintenance of a portfolio of the organization's internal and external applications. Include but not limited to the administration of service accounts, manage maintenance schedules, maintain application documentation, provide user training, and troubleshoot reported problems. As well, as managing, supporting, and enhancing the backend of the City of Greeley's external and internal websites and web applications. This position is responsible for collaboration with City departments to improve their respective application processes, and develop supporting code for current and future city used applications.

-Act as a consultant to clients to maintain proper training programs and system governance-Act as a project manager and consultant for each client to gather, document and define requirements for new training programs and initiatives.-Provide system development support for new client implementations.-Provide initial trouble support to all US clients.-Trouble ticket management

• Implement, integrate, and support CardWizard (FII) systems/users for financial institutions of all sizes.• Remotely access Windows Server and work through a phased approach until there is an entire live production system in place, complete with clients/printers/vendor communications. Leave the bank able to instantly issue live cards to their members.• Lead discovery discussions with customers, training of customers, multi-vendor collaboration, understanding and leading key ceremonies.• Remote and local Database/software implementation and configuration.• Project management.• Troubleshooting across all specialties (networking, database, system admin, software, hardware).

Responsible for the ongoing support of a variety of application platforms and technical solutions in use by CCI to support business functions. Responsibilities relate to the implementation, support, and integration of application platforms with an emphasis on ease of use and streamlined business processes resulting in an outstanding customer experience. This position serves as the organization’s in-house resource for various customer facing and back-end systems. Application Support includes: configuration, administration, security, maintenance, enhancements and upgrades, integration, testing and troubleshooting, documentation, reporting, training, vendor relations, and staff and customer support. This position works with various functional units to analyze and document current business processes and determine areas for improvement (reliability and efficiency). Includes monitoring and updating application processes through the effective use of metrics and measures. • Cloud based application services • Applications integration • Business process technical support• System testing and implementation support• Information taxonomy• Configure, administer, and manage application platforms including association management, marketing automation, document management, CMS, low stakes testing platforms, Citrix GoTo product suite, MS365 product suite.• Work with third party vendors to enhance application functionality through integration utilizing API’s, plug-in modules, and custom code.• Implement, test and administer technical solutions that address CCI business and client needs• Offer solutions that automate and streamline operational processes• Recommend and implement next generation technologies to improve customer facing and back-end processes.• Establish and maintain cooperative and supportive relationships with staff and clients with technology related inquiries including website, database and online store offerings. • Performs related duties as required

• Supported MACES, Xen, Citrix, XP, Windows 7, Active Directory, Lotus notes other applications• Provide Health Care support of business and financial applications• Business partner account creation and active directory access administration across multiple domains Servers and VMware virtual support. • Manage several team's ticket queue, resolving and creating service tickets• Worked with multiple teams, to deploy new solutions and upgrade an existing systems• Created documentation for existing and new application processes• Tested and installed system upgrades in Xen Environments

• Supported Epiphany Cardioserver, Dragon Medical Dictation, Lenel OnGuard security system, HealthWare, Responder 5 nurse call system, Traumabase, OBIX, and nearly 100 other applications• Provided Support for clinical and administrative systems spanning 13 hospitals as well as multiple clinics in three states• Responded to client requests for repairs, systems access, and general support• Worked with multiple teams, internal and external, to deploy a new solutions and upgrade an existing systems• Created documentation for new deployments and new application processes• Tested and installed system upgrades to both client systems and servers• Deployed, managed and maintained systems such as desktop and laptop workstations in an enterprise domain• Maintained medical data interfaces and local and network printers• Troubleshooting and diagnose of hardware and software issues down to OS level problems• Procurement and asset management

• Provided support for SIS (CampusVue), LMS (JESS), CRM (Leads360,Velocify), and E-mail (live.edu)• Researched reported issues and created change, enhancement and support requests as required• Facilitated, documented, and sought stakeholder approval for minor configuration changes• Worked with cross departmental teams to build requirements for larger process improvements and enhancements• Created detailed test plans for user acceptance• Followed accepted change management procedures for documentation, testing, approval, and implementation• Managed system upgrade testing and approval process to ensure new product versions function as required• Ensured application updates did not negatively impact current process

• Managed an Active Directory enviroment, Crystal Reports and SQL server 2005• Help desk support for Macs, Vista and XP work stations• Installed and supported VOIP Phone System, LAN and WAN connections on three campuses• Setup and maintained W2K servers, Terminal server and Virtual server environments• Supported CISCO VPN, Desktop Authority, Net backup, CampusVu, Norton Ghost and Great Plains• Supported and trained college faculty and staff in their use of IT infrastructure• Trained and managed the IT staff and work-study students• Involved as a team member in two NEASC accreditations

• Lead Network support technician• Network deployment and setup• Supported Macs, Linux, Novell, Microsoft Server and Workstation Environments• Emergency network management and disaster recovery• Designed and implement complete network environments for long term and temporary use• Designed, tested and supported custom, high-end, non-linear video editing solutions