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Project Technical Support

Location:
Chicago, Illinois, United States
Posted:
August 19, 2018

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Resume:

Dedicated, enthusiastic, and results-focused professional with a career history of proven expertise in lifecycle project management from conception to completion, resulting to effective and efficient systems utilization necessary in improving productivity, reducing costs, and achieving overall company goals. Utilize strategic thinking, innovative problem solving, and team leadership to deliver exceptional results.

Demonstrate ability to lead teams for new application development and enhancement projects in academic and business environments.

Extensive experience in resource management and project staffing, performance assessments, capacity and demand planning, deployment strategy, and process development

Proficient in wide array of network cabling, print-outs, packet analyzers, and equipment specifications

Develop effective relationships with business partners, IT staff, and senior management

Used Agile on project related to the construction of the new Cancer center, agile was the best method because this project had aggressive deadlines, and high degree of complexity and hid degree of uniqueness.

Used waterfall on the construction plans of the new Radiation Oncology Department module of Epic. So development project, each of represented a distinct stage of software development, and each stage generally had to be completed for the next stage could begin.

Worked with mobile applications, Canto & Hakio within the project to allow Attending Physicians and Residents to see their patient list and results 24/7/365

Key Strengths

Strategic Planning

Technical and Business Analysis

Leadership and Management

Telecommunications

Information Systems

Data Management

Customer Relations

Multitasking Abilities

Communication Skills

Professional Work Experience

Medix - Blue Cross Blue Shield Illinois Chicago, IL Technical Support May 2018-July 2018

Knowledge of system architecture and application portfolio.

Knowledge of requirements management and/or prototyping (ALM, Jira, RallyDev, Balsamiq, iRise).

Created user stories within JIRA, for testing.

Wrote UATs for testing within Salesforce.

Excel advance user interfaces for tables/charts for testing, (Pivot, Gantt Charts, etc.)

Used Workbench to help create, edit, debug and test applications

Did testing for PEDI, Intake, & Networking for the user base of Salesforce

Ability to simplify & standardize complex concepts and/or processes.

Project management skills

Requirements definition and management.

SDLC, Iterative, Agile, OWF, and /or Scrum development.

Problem solving and/or analytical thinking.

Possess ability to manage workload and manage multiple priorities, as applicable.

Creation of case stories

Testing applications for defects

Develop and maintain process development and optimization programs

Experience with process development, with the ability to learn and understand technical concepts in order to interpret, document and formalize procedures

Identify existing Processes in order to analyze and understand process impacts & outcomes

Demonstrate and provide effective and result oriented process improvement suggestions

Maintain and update documentation of process overviews, details and process flows

Act as main point-of-contact for customers and internal teams in addressing process-related enquiries.

Plan, organize, and monitor pre-implementation deliverables and process improvement initiatives identified by the client

Experience in analysis on business needs and translates use cases into functional, technical, design, system and test requirements

Work with Agile SDLC, based upon the iterative and incremental process models, and focus upon adaptability to changing product requirements and enhancing customer satisfaction through rapid delivery of working product features and client participation.

Demonstrated experience implementing service improvement initiatives and communicating effectively with project team and management

Work with other teams to manage alignment between company processes and business objectives so as to optimize business performance

Communicate with client to assist in developing effective process vision, process strategy and process maturation

Make process design and development recommendations to standardize, improve, or redesign processes to meet business needs.

Modis - Stewart Title Chicago, IL Technical Support Specialist December 2017- May 2018

Working with Service Now

Support of Apple, iOS, and MAC devices

Process analysis and development

Provide Technical Assistance and support, both hardware and software

Experience managing Team of Support Analysts

Coordinating IT projects

Run projects that implement new software and/or technologies

Startup/development of support team(s)

Assist in Installs, Moves, Adds, Change process: examples included but not limited to: Deploying new desktops and ensuring proper data migration when applicable.

Communicate, Verbally and written, technical information to a non-technical audience

Provide guidance on Technology problems and/or questions

Coordinating desktop roll down process (reuse of the best machine in the environments) as needed

General Hardware installation or swaps including peripherals (i.e. monitors, mice, keyboards, etc..)

Maintain and accurately deployed stock inventory information on record Assist in the decommission of old equipment in coordination with the customer(s)

Manage security administration activities for systems

Manage system maintenance and security activities supports the system set up and IT training for customers

Work with customers 3rd party technology vendors and obtain quotes/bid for big deal pricing for future projects for customers while making recommendations

Managing Projects for future expansion and growth

Allstaff - Clausen Miller Chicago, IL

Technical Support Specialist

October 2017-December 2017

Function as a supporting member of the Information Services Department technical team with assigned

Experience with process development, with the ability to learn and understand technical concepts in order to interpret, document and formalize procedures

Support of Apple, iOS, and MAC devices,

Setting up email on Apple, iOS, and MAC devices

Identify existing Processes in order to analyze and understand process impacts & outcomes

Develop and maintain process development and optimization programs

Demonstrate and provide effective and result oriented process improvement suggestions

Maintain and update documentation of process overviews, details and process flows

Act as main point-of-contact for customers and internal teams in addressing process-related enquiries.

Plan, organize, and monitor pre-implementation deliverables and process improvement initiatives identified by the client

Experience in analysis on business needs and translates use cases into functional, technical, design, system and test requirements

Demonstrated experience implementing service improvement initiatives and communicating effectively with project team and management

Work with other teams to manage alignment between company processes and business objectives so as to optimize business performance

Communicate with client to assist in developing effective process vision, process strategy and process maturation

Make process design and development recommendations to standardize, improve, or redesign processes to meet business needs.

Research and resolve issues identified in the processes and systems of a client’s organization.

Design and implement new process in order to improve service delivery and client relationship and to ensure cost-effectiveness.

Contribute in preparing client deliverables (e.g. business documents and presentations) and supporting business management activities (e.g. budget management, invoicing)

Maintain process operational conformance to established quality standards, regulatory & contractual requirements

Presence Health Chicago, IL

Team Lead – Client Services

January2007-July2016

Function as a supporting member of the Information Services Department technical team with assigned responsibility for technical projects for Presence Health and affiliates.

Working with implementation and support of Medicare and Medicaid, within the Epic Ambulatory environment

Work within the Rapid Improvement Team to make changes within departments that gave an immediate impact to production, efficiency, which ultimately improved revenue.

Responsible for task directly related to and including project management: defining, design, development and maintenance of technical project plans, project tracking, budget preparation, eliminating roadblocks, meeting planning and facilitation, status monitoring and reporting, and change management initiatives.

Responsible for all aspects of projects, both small through complex projects, up to and including turnover to operations and support staff; including a post-project support follow-up with end users after project completion.

Identify and suggest solutions for milestones for timely completion of assigned projects by resolving issues that may include technology incompatibilities, problematic working relationships, budget constraints and education deficiencies.

Worked as a key stake holder within the project team on the conversion project from ICD-9 to ICD-10

Work closely with all areas of Information Services to ensure complete, efficient and integrated systems by fostering teamwork and utilizing strong team building practices and measures.

Prepare documentation necessary too articulately and communicate specifications, designs, hardware modifications to appropriate client services support teams that may be affect by application changes.

Act as a departmental resource for the acquisition of all technological devices and software by assisting with the negotiation of favorable purchasing power.

Provides contract monitoring and enforcement. Including participating in vendor management.

Performed support to various applications including but not limited to: PACS, Epic, Windows (multiple OS), Apple iOS, Office (2016 & 365)

Presence Health Chicago, IL

Lead – Client Services

January 2006-January2007

Supervise and monitor all aspects of highly technical projects, including assessments, planning, scheduling, reporting, budgeting, tracking, resource management, issue management, and delivery of assigned tactical project plans

Manage the activity of technical resources to comply with the given project schedule

Provide technical project leadership, design, fiscal accountability and direction to achieve the goals and objectives of the organization

Monitor, coordinate and maintain computer hardware, desktop software, and network connections at the assigned campus and associated off-sites

Work collaboratively with Project Manager of Field Services; provide high level technical support to end users and oversee staff located at hospitals and off-sites

Utilize advance management techniques in managing the inter-relationships of health care services and technology resources encountered during the implementation of technical projects

Accountable for multiple medium to large projects; assist in developing project management standards, creating shared vision of project management standards and objectives

Oversaw upgrades and enhancements; manage changes, troubleshooting, documentation and support services

Provided adequate system capacity, performance, and throughput; coordinate with customers and technical resources regarding project assignments

Support of Apple, iOS, and MAC devices

Handled technical support requests, from desktop issues to complex server or network failures

Maintained continual evaluation of service levels (SLAs) and system performance

Sustained customer relations and quality output for the project team; monitored and checked the progress of projects against established timeline.

Senior Field Service Specialist

October 2001-January 2006

Managed migration of GroupWise to MS Exchange; provided administrative desktop and laptop technical support

Identified setbacks and recommended solutions for timely completion of assigned projects

Resolved issues concerning technology incompatibilities, problematic working relationships, budget constraints, and education deficiencies

Conducted PC application training and assistance for beginner and advanced users

Settled server maintenance issues and implemented back up storage recoveries; provided back up database administration

Developed and maintained technical project plans, project tracking, budget preparation, conference planning and facilitation, status monitoring and reporting, and change management initiatives

Maintained telecommunications and network infrastructure for remote access server for modem pool

Administered multiple UNIX productions systems; provided LAN troubleshooting and support

Education and Certification

Bachelor of Science in Electrical Engineering Technology

Associate of Applied Science in Electrical Engineering Technology

Purdue University West Lafayette, IN

Six Sigma Green Belt DePaul University

MCDST, Microsoft Certified Desktop Professional

Professional Trainings

Global Knowledge Introduction to Business Analysis

Imagistics General Devices Training

FEMA Incident Command Systems, Health Care / Hospitals

TEK I.Q. Business Skills & Time Management

Resurrection Learning Intuit Project Management Methodology

Technical Proficiencies

MS Office 2016 MS Office 365 Windows 10 MS Project Java Netware GroupWise MS Exchange Server UNIX Linux A / S 400 Lotus Notes ARCserve Virtual Server SQL Server MS Visio Microsoft Server Cisco Routers/Switches VPN Crystal Reports Citrix MiniTab PMBOK IDX Misys Meditech Epic DMAIC Co Path Smarterm PACS MUSE Waterfall Agile JIRA SmartSheet Basecamp Heat FootPrints Service Now Xerox WorkCenter ALM RallyDev Balsamiq iRise Apple iOS MAC Salesforce Workbench



Contact this candidate