Customer Service and Application Support

Nita Shah

Cumming, GA *****

www.linkedin.com/in/nita-shah-91010267

***********@*****.*** 770-***-****

Application Support Engineer

Customer-Focused, Deliver Innovative Problem Solving

Proactive and dependable professional. Deliver strategic vision, technical excellence and meticulous follow-through. Manage stakeholder expectations, identify issues and provide resolution. Communicate complex processes and address business challenges with pioneering solutions. Adept at delegating and achieving bottom-line results. Build and maintain relationships with internal and external stakeholders, earning trust and respect.

Areas of Expertise:

Citrix Xen Application & Networking Unix Operating Commands SQL Queries

Troubleshooting Team Training Microsoft Windows

Professional Experience

MCKESSON CORP / EIS, Alpharetta, GA 2016 – 2017

Citrix Support Administrator

Managed virtual infrastructure including VMware vSphere, VMware View. Provided inputs to modify and update standard operating procedures and work instructions. Followed escalation and hand-over processes. Evaluated custom analysis using in-house utility program. Worked on Horizon Patient Folder agents, STAR interfaces, Paragon products and documentation practices.

Delivered Citrix applications via StoreFront, allowing customer direct access.

Demonstrated expertise in remote administration of large server networks, checking servers in farm were up, allowing successful login and rebooting when server down.

Created and maintained Citrix policies and load balancing rules, confirming 3rd party URL, checking access policies and adding URL once validated.

Worked on several published applications issues, developing hands-on troubleshooting experience and identifying issue of application icon not being launched.

Upgraded Paragon applications on Citrix provisioning servers, creating images for product upgrades, patches on master target and delivering to XenApp servers.

MCKESSON CORP, Alpharetta, GA 2013 – 2016

Application Support Analyst, Paragon 2013 – 2016

Served as Paragon product specialist. Demonstrated expertise in Paragon Order Management, Radiology and Laboratory. Resolved customers’ issues integrated with CPOE, Patient Management, Interface (HL7).

Directed case logged by customer with description not viewed in final report in lab, resolving by checking patient account visit identification details, confirming finalization and generating report.

Tested application built for in-house environments, using SQL queries and obtaining data.

MCKESSON CORP (Continued)

Support Analyst, Help Desk L3 2006 – 2013

Served key role for AT&T MDNS, MPLS and EVL customers. Trained off-shore team to take customer calls and troubleshoot basic networking issues. Added IP host addresses on Care Bridge network.

Managed virtual connections, confirmed IP address and checked protocol used, directing customer to proper access (SSH versus RDP) and ensuring addresses not assigned to servers.

Configured VPN tunnels for customers and resolved connectivity issues, conducting pings, tracing routes, checking last hop where connection failed and reducing time from 2-3 days to 1 day.

Worked on Horizon Patient Folder and Remote System Administration application cases from BEM (tool generating alerts for customer and assigning level of priority), determining issue and resolving before user affected.

Professional Development

Certification of Completion, Cisco Certified Network Administrator (CCNA), ATG Institution of Technology, Atlanta, GA

McKesson Corp, Alpharetta, GA

Citrix Training

Pathways Health Scheduling, Horizon Patient Folder, web-based

Certified Support Professional

Awards

McKesson Corp, Alpharetta, GA

Pinnacle Awards for 2000, 2001 and 2002

Pillar of Support certificates from external and internal customers for achieving excellence

Recognition Letters from Customers for quick turnaround time in resolving issues

Education

Bachelor of Science (BSc), Maharaja Sayajirao University, Baroda, India.

ACP (Associate’s Degree), Computer Science, Computer Training School, Nairobi, Kenya

Completion of CCNA (Cisco Certified Network Administrator) course, ATG Institution of Technology, Atlanta GA

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