IT Systems Analyst II

Rodger Miller

***********@*****.*** 305-***-****

Senior IT Specialist

A highly skilled Certified IT Professional with 14+ years of IT industry experience, coupled with proven leadership qualities, impeccable business acumen and strong strategic vision and planning capabilities to constantly challenge and transform daily operations into robust, streamlined and efficient productivity and workflow. Data-driven team player with a mindset for extreme attention to detail, while maintaining focus on industry trends and emerging innovations to implement solutions for generating positive impacts to the operations, while improving efficiency and processes, reducing costs, and increasing overall customer satisfaction. Adept at helping implement or deploy various new systems, while ensuring fully integrated team member training on systems and new processes.

Core Competencies:

Research & Statistical Analysis Reporting Team Leadership Continuous & Process Improvement

Data Interpretation & Visualization Project Management Testing Leadership Recommendations

Systems Analysis & Design Programming Database Design Network Architecture & Administration

Web Technologies & Application Development, Implementation & Maintenance IT & Network Security

System Development Life Cycle Support Management Customer Needs Assessment

Professional Experience

Nicklaus Children’s Health System Miami, FL 2007-Present

IT Systems Analyst II

Reduced overall incident rates 30% by implementing effective solutions and utilizing root cause analysis methodologies to identify problems for timely mitigation.

Eliminated workflow downtime by diagnosing and resolving advanced technical scenarios through the application of various methodologies and solutions.

Obtained extensive exposure and supported various healthcare IT (HIT) systems, such as Cerner’s electronic health record (EHR) and other systems within an enterprise environment of over 5000 employees.

Tested and configured various applications and systems to prepare for implementation across the organization.

Configured data aggregation resources to gather, produce and analyze statistical and metrical information and reporting.

Appointed to member of the Change Committee, helping team to oversee all system-wide changes that may impact end users within the production environment.

Created knowledge resolution articles, process models, workflows and diagrams while also training staff on various systems to help improve productivity.

Performed rigorous testing and hosted various in-services to other team members in preparation for new systems and processes.

The Answer Group North Lauderdale, FL 2004-2006

Tier 2 Technical Support Supervisor (2005-2006)

Earned promotion into a supervisory role in January of 2006 for constantly demonstrating excellence in customer service.

Assisted Bellsouth Fast Access DSL business and residential customers with advanced technical support of Internet-related solutions for various operating systems.

Served as subject matter expert (SME) on difficult technical scenarios by utilizing advanced knowledge to troubleshoot and resolve issues.

Received managerial training and led the daily figures and metrics management of all assigned agents.

Coached and mentored agents on various areas to implement service improvements and enhance customer satisfaction survey ratings.

Technical Support Engineer (2004-2005)

Supported residential Comcast High Speed Internet customers with common Internet- and email-related issues within a fast-paced, high-call volume environment.

Provided excellent customer service and support while resolving issues to drive the customer experience and retention.

Assisted customers with setup and installation of the services, while ensuring proper functionality.

Rodger Miller – Page 2

Education & Certification – continued

Education & Certification

Bachelor of Science Degree in Business Systems Analysis, University of Phoenix, Plantation, FL (2015)

Associates of Arts in Information Technology, University of Phoenix, Plantation, FL (2012)

Network Administration (Technical Certificate), Sheridan Technical, Hollywood, FL (2003)

Certifications: A+ Certification (CompTIA) Microsoft Certified Professional (MCP) Microsoft Certified Technology Specialist (MCTS) Microsoft Certified Solutions Associate (MCSA) Help Desk Institute (HDI) Help Desk Institute Knowledge Centered Support (HDI/KCS)

Technical Aptitude

Microsoft: Windows, Office, Server, Exchange, Active Directory, Visio, Project, IIS, SQL Server, SharePoint

Apple: OSX, iOS

Lawson: Lawson

Oracle: PeopleSoft

Adobe: Photoshop, After Effects, Acrobat, Dream Weaver, Muse

Amcom: e.Notify

Deskalerts: Deskalerts

Workforce Central: Kronos

SAP: Crystal Reports

Ticketing Systems: Oracle, Remedy, SDE, Service Now

Virtualization: Citrix, VMWare, Parallels

Other: Linux, Ubuntu, Android, Bomgar, WebEx

Methodologies: LEAN, Six Sigma, SDLC, BPM, UML, Agile, 5 Whys, Waterfall

Languages: HTML, CSS, Java

Contact this candidate