Philip Skaggs Email & Phone Number

11100 Euclid Ave, Cleveland, Oh

IT&S Business Applications Analyst II August 2012 - PresentPrimary Support for company-wide Telecommunication Notification Systems application, Everbridge.Provide secondary assistance and technical support to department.IT&S Knowledgebase Administrator October 2010 - December 2014Maintain the knowledge database used by the service desk team and additional IT Team members. Maintain databases accuracy by networking with Application teams to validate data. Assist with calls as Service Desk Agent during outages/unexpected high-call volumes as needed.

Project assigned for Windows 7 Migration analyst January 2015 - October 2015assist with implementing University Hospitals locations computers desktops and laptops from Windows XP to Windows 7. Completed assignment on project, returned to permanent position, IT Business applications Analyst II.

IT&S Knowledgebase Administrator October 2010 – August 2012IT&S Service Desk Knowledgebase Administrator – Contractor May 2010 – October 2010Maintain the knowledge database used by the service desk team. Maintain databases accuracy by networking with Application teams to validate data. Assist with calls as Service Desk Agent during outages/unexpected high-call volumes as needed.

• Create and maintain troubleshooting documentation database, during role as Knowledgebase Administrator.• Analysis for knowledgebase design and direction with leadership and Management.• Provide customer support in a call center environment, as needed, on medical software via phone and Internet.• Assist clients with password resets, hardware/service issues, or application questions and document issue with steps towards resolution.

Develop and maintain the creation of the IT Knowledgebase. Communicate with department upon changes made to the knowledgebase database.Train coworker and inform application leads on steps towards creating documents to add to the knowledgebase.

Intermediate level position to answer technology and computer questions in an internal help desk environment. Solved and analyzed customer problems with Lotus Notes, MVS mainframe, internal based applications, and hardware accessories in a timely and accurate manner. Created/Updated over 75 documentations used in the Support Center's knowledge management database.

Verify and sort customer documents for the postal mail process in a time sensitive and fast paced department. Responsible for operating equipment in a team environment and ensuring mail was processed and delivered accurately.

Provide customer support in a call center environment on internally developed transportation software via phone and Internet. Assist clients with questions/issues and document problem resolutions.

Monitor applications, document system outages and application changes. Communicate relevant information to process owners in a timely manner.

• Develop Mail Services website in HTML for Department while processing mail for University in Mail Services.

Bba, Computer Information Systems

Activities and Societies: MISA - Management & Information Systems Association

Education record