Joel J. Traeger

actcux@r.postjobfree.com 919-***-****

Qualifications

Solutions-driven and team oriented Technical Analyst/Consultant with wide-ranging experience and hands-on expertise in the successful execution of highly effective enterprise solutions and the cost-effective management of advanced client and technical support strategies. Demonstrated ability to effectively evaluate an organization's critical support requirements, identify deficiencies and possible opportunities, as well as cultivate innovative solutions for increasing reliability, availability, and productivity. An extensive understanding of computer hardware and software, including installation, configuration, networking, security, management, troubleshooting, and support.

Technical Skills

Windows XP/7/8 SQL Server Windows Server 2003/2008/2012 TCP/IP VMware EHR Wireshark SaaS Networks Security Firewall IDS/IPS Cisco iOS Router/Switch Configuration and Troubleshooting IIS .NET AD Troubleshooting MS Office Suite Salesforce CRM BMC Remedy (DID) Defense-In-Depth Infrastructure Hardening Client/Server Help Desk Systems Administration Dragon Dictation Winscribe Adobe Securelink RSS PayBase Payment Platform Trend Pegasystems TMO Loan Servicing Fedwire LANdesk Bomgar Zenoss Backtrack 5 IPCop Snort Softphone Education

Durham Technical Community College

AAS Information Systems Security / Computer Systems Networking and Telecommunications Anticipated 2016

Certifications

CompTIA IT A +, Network +, Server +, Security +, Healthcare IT Technician

ITIL® v3 Foundation Certificate in IT Service Management Work History

Alphanumeric Raleigh, NC

Service Desk Specialist June 2015 – Present

Alphacare Team Support Center

Joel J. Traeger

Provide first level IT service desk technical support of the Local Area Network (LAN), Wide Area Network (WAN) and Active Directory (AD) (LDAP) environments.

Serve as the Single Point of Contact (SPOC) for incidents.

Investigate, examine, troubleshoot and solve hardware and software related issues. Support advanced technology such as ESN (Enhanced Security Networks).

Improve employee productivity and customer responsiveness by preserving the availability of essential business applications and supporting streamlined processes.

Desktop related LAN network systems.

Installation and configuration of new software.

Processing software by coordinating user setups, installations and upgrades.

Provide training to end users.

MetLife Durham, NC

Production Management Senior Analyst May 2014 – July 2014 Global Technologies Operations / Enterprise Infrastructure and Architecture

Managed restoration of service calls for high and critical priority incidents. Durham Technical Community College Durham, NC

AV Assistant Technician August 2013 – April 2014

Durham Tech Main Campus / Durham Tech Orange County Campus

Performed critical upgrades and maintenance of 265 classroom Audio Visual Equipment and Networking Infrastructure.

Allscripts Healthcare Solutions Raleigh, NC

Technical Support Consultant January 2012 – July 2013 Enterprise EHR Application Support

Provided critical infrastructure, application, information, and operational security support for over 1,400 providers in 9 hospital systems in over 7 western states.

Installed and configured client and server operating systems, diagnosed application and hardware problems, and performed preventative system and network maintenance.

Assessed the nature of service or system issues and resolved technically sophisticated support problems through independent judgment and advanced problem solving expertise.

Proactively and reactively tracked, updated and documented inbound client support requests and those of internal departments to help diagnose, troubleshoot and resolve highly complex issues by means of sandbox validation, functional and user testing.

Communicated with product design and development in order to improve upon the product design and adhere to best practices of CSI.

Traveled on-site reactively and proactively as needed to resolve persistent and complex client technical issues.

Joel J. Traeger

Stock Building Supply Raleigh, NC

Team Leader April 2004 – April 2011

Centralized Construction Lending Division

Served as cross-functional liaison with Construction Lending to IT in addressing technical issues and continual service improvements.

Managed < 4 direct reports.

Conducted training classes by presenting job-specific, company-specific, and software specific applications.

Recognized, mitigated, and managed financial and data risk.

Played a significant role in long-term planning, including an initiative geared toward operational excellence.

Contributed to more than 10 cross-functional IT projects examples of which included database migrations, SQL server upgrades, and the creation of our national digitized documents database.

Ensured that all technical components of our Business Continuity were planned, coordinated, and executed successfully on a semi-annually basis for SOX compliance.

Reported and documented the results of all tests and exercises, and identified any recommended enhancements to BCP Management.

Other Work History : (1994-2004)

Central Carolina Bank, FSR; RWC Consulting Group, Inc., Consultant; Fleet Bank, N.A.; Call Center Operations; Quality Assurance Coordinator, Senior Information Specialist II. Honors and Recognitions

President’s List at Durham Technical for 3 consecutive semesters achieving above 3.75 GPA

4 the World awarded the 2013 North Carolina Peace Prize form NCPCA

Yellow Belt Six Sigma Training (January 2013)

Awarded by Allscripts for an Outstanding Client Experience (August 2012)

Recipient of The President's Volunteer Service Award - Silver (2012) (200+ Volunteer Hours)

Recipient of The President's Volunteer Service Award - Bronze (2011) (100+ Volunteer Hours)

Completed TQM Total Quality Management Training (1999)

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