Software Support

MAXWELL OCHIENG

Austin, TX.

205-***-**** (Cell)

*********@*****.***

OBJECTIVE

A self-starter business systems analyst with extensive customer experience, seeking to join a team within which, I can positively add value by combining creativity and resourcefulness so as to meet the goals of the team and organization as a whole.

PROFILE:

MySQL Server experience.

Experience using SAP

Experience using Html

Experience using Excel

Strong experience using Crystal reporting & Tableau tools

Strong backend and front end scripting skills.

Strong project management skills.

Ability to multi-task and prioritize issues.

Experience using various ticket systems including Jira, ServiceNow and Remedy.

Great team player and able to work flexible schedules as needed.

Vast experience in configuring and maintaining Desktop and Laptop hardware.

Solid experience in working with Apple computers.

Experience in imaging/deployment of PCs and moving telephones, desktops and network printers.

Share point application experience.

Experience in performing basic training on use of new software, applications, operating systems and hardware.

Experience in inventory and asset management including incident reporting.

PROFESSIONAL EXPERIENCE

Ascension healthcare

Business Solutions Analyst

2014 – To date

Responsible for reviewing, analyzing and improving patient experience

Responsible for running report schedules and canceling conflicting orders

Responsible for examining and analyzing patient experience and orders

Responsible for identifying patient problem areas based on physician interaction, technician interaction and nurse interaction.

Responsible for reviewing GE centricity system for orders with issues

Responsible for providing process improvement feedback to management through a daily report

Responsible for training new staff as well as participate in UAT.

InspectandCloud

Software Development/ Project Lead

October 2015 - Present

Responsible for developing software as well as coordinating software development process –offshore team for InspectandCloud

Responsible for providing software development updates to management

Provide training and mentorship to offshore team from a software development perspective.

Experience in using various development applications including: Cakephp, Git command line, Go Animate, OOP php,

XML, JSON and Jenkins

Computer Sciences Corporation

EBay/PayPal - Contractor

February 2014 – August 2014

Developer

Responsible for providing basic troubleshooting assistance and debugging of internal app.

Develop an internal application using PHP MySQL, jQuery css and html as core languages

Resolve tickets logged.

Support internal management in using internal application build and supported by the team.

Diagnose and troubleshoot basic problems with individual or multiple users in order to maintain proper functioning of the internal app

Resolve issues including contacting and assisting vendors.

Conduct diagnostic reviews and generate error reports as requested by customers in order to identify and correct any problems.

Assist with computer studies, projects, and implementation of policies throughout area of assignment. Assist in the design and development of standardized operational management reports in order to identify issues.

Research, analyze and provide software interpretation of company laid out projections and deviations from projections through charts and graphs.

Computer Sciences Corporation

Farmers Insurance - Contractor

Dec. 2013 - Jan 2014

IT Support

Provided basic troubleshooting assistance.

Resolved PC tickets for logged by the users.

Supported computer users with installation of basic hardware/software and networking components to meet personal computer needs.

Diagnosed and troubleshot basic problems with individual or multiple computer systems in order to maintain proper functioning.

Resolved issues including contacting and assisting vendors.

Conducted diagnostic reviews and generated error reports as requested by customers in order to identify and correct any problems.

Assisted with computer studies, projects, and implementation of policies throughout area of assignment. Assisted in the design and development of standardized operational management reports in order to identify issues or monitor computers.

Researched, analyzed and provided hardware/software quotations, ordering information and other purchasing information to users to assist in ordering needed equipment

Upgraded windows xp to windows 7 in over 700 work stations.

Provided remedial support for the windows 7 upgrade project.

Unisys

Project: Desktop Deployment for the Capital One account - Desktop Support Analyst

December, 2013 - May, 2014

Provided remedial support for Unisys/Capital One windows 7 upgrade project.

Performed software updates for the new hardware.

Provided end-of-day status.

Verified return time and bridge number for the next day for floorwalker duty.

Ensured the worksite was left clean and neat.

Locating new hardware and verify counts with the bridge

Led daily stand-up meetings on the project status.

Ensured all technicians have a printed copy of the latest version of bill specs.

Ensured the technicians have the detailed machine list for the branch.

World Wide Technology, Inc.

Dell – Contractor – Imaging Technician

October, 2013 – January, 2014

Performed Hardware and Software installations.

Deployed server bios and OS (windows 8, windows 7).

Performed QA on the team’s work to make sure quality standards were met.

Performed maintenance to the system servers.

Upgraded windows XP to windows 7 in over 500 computers.

Upgraded windows 7 to windows 8 in over 300 computers.

Tracked issues and provided status updates to senior management through reports

Prepared documentation for shipping and ensured computers were good to go for shipping.

Ecossunn Enterprises

Call-center & Desktop Support Analyst

January, 2005 – August, 2012

Resolved customer tickets based on priority.

Tracked incidents/tickets through Jira, Nservice and ServiceNow applications.

Was part of on-call 24 hour support team providing support to clients.

Applied Patches to fix software related issues affecting customers.

Performed maintenance to the system servers.

Tracked issues and provided status updates to senior management through reports.

Performed software installation & hardware repair.

Created and modified user profiles.

Any Video Entertainment

Technical Support Analyst

January, 2001 – December, 2004

Provided 24 hour call center support for Any Video clients.

Resolved network issues.

Resolved customer issues for Any Video clients.

Owned and resolved tickets while providing excellent customer support to clients.

Provided client training on computer software and hardware use.

Provided multimedia support for our clients.

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EDUCATION

Association of Chartered Certified Accountants July 2012 – to-date

Certification in Accounting & Finance

Institute of Advanced Technology Jan 1998 – Dec 2000

Diploma/Associates degree in Information Technology

References:

References are available upon request.

Contact this candidate