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Customer Service Desktop Support

Atlanta, Georgia, United States
June 13, 2019

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Proficient in Risk mitigation strategies, requirements workshops and Plan-driven Methodology. Can take ownership of projects from beginning to end, specializing in completeness and accuracy. Sharp presenter, communicator, and trainer with success in impacting organizational performance and reputation.

Skilled in technical writing for (RFP), (RFI), & (RFQ) for functional and non-functional requirements.


Analytical Thinking and Problem Solving

Project Implementation

Project Management

Effective Communication

System Administration

Accurate and Detail-oriented




Quality Assurance


Technical Writing

Microsoft Project



University of Phoenix, Atlanta, GA

Business Management

GPA: 3.78

Atlanta Technical Institute, Atlanta, GA

Vocational Diploma in Computer Information System

GPA: 3.73

Lorenzo Benn Academy, Atlanta, GA

High School Diploma

GPA: 3.76


ITIL Continual Improvement Certified

Microsoft Certified Professional

A+ Certified Technician

Dell Certified Systems Expert

Accelerated Training: AGILE, SCRUM, Laboratory Information System (LIMS) Active Directory, TCP/IP


Georgia Department of Public Health, Decatur GA

(February 2017- Current)

BA Solution Architect

Perform various designs and testing phase. This will include redesigning laboratory order forms, code audit of LIMS system, LIMS specimen cleaning effort, local code standardization, establishing FTP, and validation.

Conducted interview session, requirements workshops, with Health Care directors, and stakeholders, to develop functional requirements specification (FRS) and transfer those requirements into business solutions, which improved work processes.

Works with Software Developers and collaborates on cross-functional teams in software design and development. Assesses and revises test sequence and scope based upon test results and/or changes in product design. Coordinates component, system, and documentation

Collaborate closely with development managers, project managers, developers, designers, architects, testers, analysts and documenters

Creates documentation such as policies, procedures, workflows and user guides

Conduct interviews and perform analysis in order to create business cases for projects

Provided balanced recommendations and support for all phases of the product / software / application development lifecycle, provided strategic and tactical execution of selected process, procedure and tool implementation recommendations

Provided recommendations and support for all phases of the application development lifecycle, provide strategic and tactical execution of selected recommendations

Define, translate and document detailed system requirements by reviewing source material from internal and client sources. Maintain requirements documents by updating changes, tracking open issues, and notifying internal teams and client of changes

Assist HIE departments and projects teams in overcoming inefficiencies, problems and inconsistencies by coming up with feasible solutions. This reduced direct labor cost by 32%

Work with the project teams on implementing the defined Policies within Access & Identity Management (AIM) solution

Champion the improvement of identity and access management processes, controls and communications related to security policies across stakeholder groups

Develop roadmaps and participate in the standards process for Identity and Access Management (IAM) solutions

Convene colleagues and SMEs to foster a collaborative environment in order to stay informed on changes in the healthcare payer and broader healthcare industries that may impact enterprise strategies

Responsible for development of ITIL based enterprise problem management policies, processes, targeted communication approach and escalation strategy

Performed management level quality checks and oversight of project managers’ adherence to SDLC governance, standards, and expectations.

Conducted PMO level project governance audits of all projects managed by the project management team; audit consisted of quality and audit checks of project charters, monitor adherence to requirements, performance measurement baselines, project plans project workbooks and SDLC and deliverable validation, status reports clarity documentation and compliance, change control, KPI tracking, roadmap assessment;

Assessed, planned Change Management process. Represented weekly Change Advisory Board (CAB) meeting and facilitated stakeholder analysis & impact assessment

Provide appropriate access to and protect the confidentiality and integrity of patient, provider, employee and business information in compliance with organization’s HIPAA policies and procedures

Lead a major integration project of over 2M budget that aims to enhance EDI for Interoperability which impacted 18 Health districts and private entities throughout the State of Georgia.

Establishes liaison relationship with internal/external in order to provide technical solutions. Work principally with the top level management to build consensus on IT investment decisions with executives in IT, Finance and other corporate functions

Formulated flowchart diagrams with Visio and Lucid chart to visually express the workflow content, data validation, and mock-ups when presenting to the executive leadership team.

Develop strategies for integration management and governance

Eaton, Peachtree City, GA

(July 2015- December 2016)

Business Systems Analyst

Performed strong negotiation skills to reach agreement on realistic requirements scope and schedule that align to the Business priorities;

Manage the process that identifies and implements significant Continuous Improvement opportunities to support division and corporate objectives

Secondary support for Configuration Management, Vendor Management, Procurement, Asset and Service Level Management Support SAP Core Model evolutions, Enterprise Standards implementations or roll-outs by providing remote or on-site assistance leadership in all process areas

Document processes and SAP functionality – processes, flowcharts, procedures, work instructions, configurations

Good knowledge of integration with others SAP Core Model modules (scope: FI, CO, SD, CS, PS, PP, QM)

Promote and support the deployment of Service Management processes to all groups interacting with Problem Management, Change Management and Incident Management

Provided expertise on IT-Security policies and guidelines, best practice approaches and solutions for compliance

Collaborated deliverables with QA testing teams, business users (gathering user's requirements to develop necessary Test plans, Test Cases and Test scripts etc.).

Gathering Business and Functional Requirements, Business Requirement Document (BRD developing) Use Cases, conducting Gap Analysis and preparing Training manuals.

Analyze business workflow and system needs for new features and enhancements and assist in data mapping

Expert ability to document business analysis deliverables such as requirements, workflow diagrams, and testing documentation

Coordinated application testing including the maintenance of test scripts and conducting UAT (sessions, to ensure successful deployment

Created drawings, sketches, diagrams, charts, and utilized information mapping to illustrate material and increase end user's understanding of material.

Developed crucial functional requirement specifications, creating detailed use cases and process flow diagrams to support functional specifications

Conducted meticulous GAP analysis while successfully reengineering key business processes to increase operational efficiency and alignment of business unit objectives

Lend Lease, Dunwoody, GA

(September 2014- June 2015)

IT Project Manager

Involved in enhancing and expanding one of the state projects which included (Developing Revenue Models, Interaction and State Model, Scope of Work and Service Provider Prequalification Process, and Identifying Key Performance Indicators (KPIs).

Align with the Project Management Office to develop work plans for change management work streams and related activities

Ensure that Integration architecture is consistent with Application Reference architectures, and infrastructure architecture and standards

Successfully saved 6% of the planned budget through revising critical aspects in the scope and contracts.

Supported the establishment of the Business Development department within the Unit by identifying and developing the detailed activities and process flow & interactions with other departments and units.

Completed business development/proposals for 7 projects which included (financial studies, feasibility studies, return of investments (ROI) and business models).

Provided advice and support regarding the technical aspects of electronic submission build and delivery: i.e. CAD configuration / lifecycle management and conversion to other submission formats to maximize reuse.

Led an operations business team in the development and testing of an online, interactive customer service relationship management (CRM) system that centralized account opening information and improved customer service.

Worked with change management and transition teams to implement training and integrated legacy systems with new systems and processes

Development and maintenance along with organizational change & continuous improvement for SOPs & Written Standards

Kaiser Permanente, Atlanta, GA

(February 2012- September 2014)

Business Analyst

Ensured reported issues were resolved more quickly by documenting and tracking application issues, using Agile Methodology, as well as by participating in scrum meetings, which assisted with prioritization of issues.

Program Manager for key account, Managed Negotiated contracts with outside providers to minimize costs to the company and customers.

Led site wide Continuous Improvement Initiative, including the development of balanced KPI and carrier scorecard, resulting in a gain share revenue increase of 7%.

Applied clients with proper documents to review before a new release goes live through the SDLC process.

Configures IT technology and executes basic changes while following standard operating procedures and change/release management policies

Developed and enforce CM processes, policies and Standard Operating Procedures (SOPs).

Strong understanding of SDLC and Business Analysis practices and good knowledge of Six Sigma, ITIL, CMMi Process.

Proactively managed systems development, implementation and risk via the use of SDLC

Creative documentation as it relates to Executive summaries, team projects, test execution procedures, backup plans, new tester training documents, maintaining test logs, release notes etc.

Hands-on architect and developer of a comprehensive IAM system that addressed the challenges of a very complex development and production environment Supports live applications and sites by sharing on-call support, monitoring Help Desk tickets and designing enhancement and optimization solutions

Actively participate in all phases of the testing lifecycle and performs unit, system, regression and integrated testing tasks and activities

Experience working in SDLC from an integration context

Functional Experience using Epic modules for Cadence, Radiant, Prelude, EpicCare Inpatient Orders / ClinDoc

Dell Corporation, Smyrna, GA

(May 2010- February 2012)

LAN Administrator

Maintained the Microsoft Exchange Servers and resolved any issues regarding the Exchange email systems.

Supported plansto execute LAN (VLAN Management) and WAN management activity.

Used analytical tools, reports and Key Performance Indicators to monitor operational performance.

Installed, configured, and updated Linux machines, with Red Hat

Blue Linx Corporation, Atlanta, GA

(May 2006-April 2010)

Tier II Application Support

Supported Action Request Queues, managed critical migrations, supervised help desk/desktop upgrade projects, led the Information Technology Services crisis management team, and ensured that desktop and LAN problems were resolved quickly and efficiently.

Assisted with the creation and maintenance of the Knowledge Base repository for information sharing.

Provided quality technical support for its user base applications such as Smart, Accorde, Wes and Sales Reporting Tool.

Cox Communications, Dunwoody, GA

(August 2005-Feburary 2006)

HR Functional Analyst

Ensured coverage and support of all critical service management processes: Incident Management, Problem Management, Change Management, Application Enhancements

Assisted user with phone support for PeopleSoft HRMS, applications. (Human Resource, Benefits, FMLA.)

Reduced redundancy of report requests from business users by creating daily, weekly, and monthly reports using SQL Query.

Grady Memorial Hospital, Atlanta, GA

(November 2004- July 2005)

Network Operator

Developed holistic solutions by analyzing client needs and employing critical thinking in the development of specifications and the evolution of design, implementation and test

Developed custom reports in from the EPIC Clarity Database using SQL stored procedures and Crystal Reports.

Formulated procedures for installation and configuration of terminal services on Windows servers.

Inventoried and administered Red Hat Enterprise Linux (RHEL), FreeBSD, and VMware ESXi servers, writing several utilities to manage them simultaneously.

Extensive experience training organizations in HIPAA activities regulations and compliances

International Business Machines, Inc. (IBM) Atlanta, GA

(February 2001- October 2004)

Desktop Support

Provided front-line, second level technical support as part of the IT Operations team to deliver exemplary customer service to clients

Supported a large infrastructure of Sun Enterprise-class servers running Solaris, Providing corporate IS Infrastructure (email, file service, Lotus Notes, etc.) using NIS, NFS, etc.

Installed and configured custom images on IBM desktops\laptops daily

Norrell Corporation, Atlanta, GA

(August 1998-August 2000)

Desktop Support Team Lead

Provided end user support for approximately 1200 Oracle clients running PeopleSoft FPRD &PeopleSoft HPRD

Identified protocol problems and strengths, collected data on customer experience to assist in development of training materials for end users.

Provided on-site technical support for over 1500 user in a large corporate environment.

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