Primary Responsibilities Include:• Working with various NYUMC IT application and infrastructure teams, vendors/partners and industry partners to keep Medical Center systems running • Facilitate and track Service Restoration activities for outages in a timely fashion• Performing all follow up to track and close any open action items• Provide 24 x 7 support for all NYULMC systems as a member of the team including on-call duties and after-hours maintenance activities.• Proven experience with troubleshooting complex applications • Proven experience and understanding of root cause analysis techniques

COMPUTER SCIENCES CORPORATION New York, NY 10001 Account: Ascension Health – ESS Enhanced Support Services (Level2 Support) Analyze and resolve technical issues• Presently supporting 27 Hospitals, various clinics and private offices• Troubleshoot, analyze and resolve technical issues for numerous health related applications and non health related applications, e.g. Meditech, Cerner, Compass, Midas, Medifax, Bed tracker, Microsoft office, 3m products etc• Research /Analyze and resolve break/fix and installations issues utilizing technical and application tools expertise • Analyze operational problems and quickly determine workable solutions• Resolve 40% of issues escalated from the Help Desk Service Delivery and Service Support standards management• Ensure SLA requirements are met for all tickets.• Assigned ticket to all level 2 agents• Ensure that all tickets are updated on a daily basis Customer Service• Customer-oriented approach to all aspects of work related interactions• Communication skills to ensure ambitious customer service • Function as a liaison between client, managers, end users, internal network & server engineers and application analysts, relying on highly effective communication skills to ensure proactive customer service • Extensive and highly effective client, vendor, management and peer interaction Manage Resources• Communicate updates with client and / or technician in a timely manner until problems are resolved• Coordinate assignment of tickets to desktop technicians if problem could not be remotely resolved