Priscilla Herrera Email and Phone Number

-Support for several UMG applications the serve the digital supply chain-Provided first and second line resolution, problem solving and second line resolution-Used SQL to query databases for troubleshooting, analysis and reporting issues-Manipulated data using SQL to troubleshoot database issues-Troubleshooted and resolved application issues escalated from end users-Conduct user acceptance testing to ensure that developed sytems satisfy the needs functional requirements -Communicated frequently with quality assurance team regarding test cases and functionality requirements-Analyze application data to assess performance and uncover problems

-Troubleshot and resolved application issues escalated from end users-Increased knowledge and allowed for quicker turnaround on incoming requests by providing process and procedure documentation for colleagues and business users for software applications being supported, which led to better understanding of application and functionality-Provided first and second line resolution, problem solving and second line resolution-Trained new support team members, preparing them to address technical issues with Universal Music Group's digital supply chain applications.-Used SQL to query databases for troubleshooting, analysis and reporting purposes-Created several knowledge base documents using Confluence-Manipulated metadata-Handled all Long Form Video issues, including adding closed captions and subtitles to metadata -Daily interactions with DevOps, BAs and Platform Engineers to escalate, test and resolved issues beyond Supports scope. -Participated in monthly on-call rotations with emphasis during outages, maintenance and overnight technical issues.-Applied manual workarounds, maintaining system up-time and functionality-Trained on coming Level 1 support team members -Created tickets using Jira-monitored application performance using Splunk

-Perform software installations and configurations across internal computers.-Provide daily technical support for management software, network, peripheral devices, e-mail connectivity and system maintenance.-Manage transfers and conversions of DICOM data into applications and export transformed files for use in other applications.-Generate standardized electronic templates for streamlined imports into applications for staff.-Responsible for entering detailed patient demographic data into software.-Trained employees on CT software.-Assist in surgical procedures in our fully accredited Surgical Center while following OR protocols and aseptic techniques.-Provide Anesthesia assistance with use of IV medications while monitoring airways and vitals of patients while assisting in the prevention and treatment of medical emergencies.-Orthognathic coordinator: responsible for making sure I follow patient from first visit until the final phase of recovery, serving as a liaison between orthodontist and surgeon. -Assuring team support and ensuring that office protocols are being met and maintained.