**** *. ******* **. *******, WA PH** ***** 717-***-**** acu044@r.postjobfree.com

INFORMATION TECHNOLOGY SUPPORT

TECHNICAL SKILLS

PLATFORMS: Windows, Macintosh, Microsoft Network Operating systems NETWORKING: TCP/IP, ETHERNET, VPN, DHCP, DNS, Active Directory LANGUAGES: HTML, SQL

APPLICATIONS: MS Office, McAfee/Norton Virus Protection Utilities, Norton Firewall, Oracle Financial Management Highly motivated, organized and effective IT professional with more than 10 years of progressive experience in developing and implementing IT solutions to meet changing needs and priorities at all organizationsl levels. Analytical problem-solver, able to quickly identify and troubleshoot technical challenges and maintain complex hardware and software systems. Personable, energetic communicator and presenter, able to design effective presentations to meet the needs of diverse technical and business audiences. Skilled in translating across all functions to maximize understanding. Experienced in collaborating with business leaders to develop and execute technological strategies and solutions to improve processes and reduce costs. Core competencies include:

• Systems Administration • Operations/Process Improvement • Project Scheduling

• Contingency Planning • Team Leadership • IT Assessment

• Cost Benefits Analysis • Budget Managment • Customer Relationships PROFESSIONAL EXPERIENCE

BUSINESS TECHNOLOGY CONSULTANT/PROJECT MANAGER 1/2015 PRESENT (WORKING REMOTELY FROM SEATTLE) Humana, Inc. New York, NY

• Assess and present IT solutions to business leaders of finance and billing departments of in-home care division of one of the largest publicly-traded healthcare companies in the US.

• Lead weekly meetings regarding the integration of proposed resolutions

• Assisted the development and design of a custom web-based database application used to capture clinical data in the field, track sales leads and referrals, perform resource scheduling, produce internal and client billing, and generate key business analytical reports. This application provides a standardized platform to replace paper based systems of the home care companies acquired by Humana.

• Creation and maintenance of software project calendar and allocation of resources to ensure timely project completion. TECHNOLOGY ANALYST 9/2013 1/2015

SeniorBridge New York, NY

• High Level Application/Software Support to approximately 13,000 nationwide internal and external users

• Supported the hardware, networking, PC, and hand held device needs of approximately 500 users in Corporate and satellite offices

• PO acquisition and invoice reconciliation of IT and telecom vendor contracts for corporate and satellite offices andresolution of billing and payment issues related thereto

• ‘White-glove’ IT support for in-house and visiting corporate executives

• Reduced clinical documentation time by 30% per month by implementing a mobile application platform which allows remote clinicians to access and update member data.

• Consistently achieved 98% or better end user satisfaction scores by maintaining a high availability and high communication levels for all issues and projects I was responsible for.

• Solely responsible for clean-up and transfer of approximately 150GB of data in original SeniorBridge shared drives to new Humana servers due to acquistion of company. This clean up involved the creation of a new file structure and Active Directory access groups for these new folders. Upon completion of the data transfer, held several training sessions for all users on accessing new files and new file structure. Dissemination of training materials personally created for the project to all users.

• Consistently received internal rewards and recognition for the exceptional level of work and support provided to our customer base and constantly sought out by peers for technical and troubleshooting support, and general problem solving. SOFTWARE SUPPORT SPECIALIST 2/2010 9/2013

Wintec Group, Inc., New York, NY

• Installation of Maximizer CRM on client servers and workstations

• Support of software, including patching, customization, and technical issues

• Handled escalation of issues to vendor and coordinated testing and resolution with the client and vendor

• Scripted and presented webinars to clients on a quarterly basis and also when new software updates are launched.

• Managed client accounts in regard to updating software and informed of upcoming billing or maintenance renewals

• Trained clients’ employees on basic and advanced aspects of our software product

• Networked on behalf of company as a means to meet and engage new clients HELPDESK REPRESENTATIVE 3/2007 2/2010

Comcast Cable Communications, Inc., York, PA

• Utilized the Remedy ticketing system to handle and resolve customer issues

• Processed tickets in queue for all advanced product services. Queues are comprised of issues unable to be handled by the CAE or issues requiring additional system access unavailable to the CAE. Escalate customer issue tickets to the proper engineering level and ensure resolution with customer upon return of ticket

• Assisted management in leading effort that led to our regional Help Desk and Call Center being ranked #1 in the nation across all metrics for Comcast.

• Received and handled customer escalations as needed EDUCATION

CONTINUING STUDIES 9/2004-12/2004

Penn State University York Campus, York, PA

• Information Technology

UNDERGRADUATE STUDIES 8/1993-12/1995

Goucher College, Baltimore, MD

• Communications and Literature

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