Customer Service Manager
Resume:
Gabriel Paniagua
**** ***** *** ** *****, CA ****0 **********@***.*** 909-***-****
I.T. Business Systems Analyst
I.T. BSA with 10+ years of Industry experience and expertise in
Requirement gathering, Process Flow, Process Modeling, Systems Support in
the area of Project lifecycles, Implementations & Software/Hardware
Deployments.
Core Competencies
. Business Process Management
. Business Methodologies
. Project Management
. Supply Chain Procurement
. SDLC Development
. Mobile Device Management
. Mobile Development
. Procurement/Provisioning
. Hardware Implementations
. Software Implementations
. JAD Development
. Development Testing
. Requirement/Data Gathering
. Technology Awareness
. Technical Designs/Docs
Hardware: Mobile Handhelds, Servers, Desktops, Laptops, Routers, Switches,
Scanners, Printers, Zebra Label Printers, BT Printers, Lexmark
Printers, Motorola AP's,
Software: Windows 95/98/2000/XP/7/8, Server 2003/2008, Windows Mobile
5/6/7, Microsoft Office Suite, IBM/People Soft SOTI Mobi Control,
Air-beam, AS400, IBM Rational Team Concert, Workbench, Remedy
Systems, Net Architecture, BAAN, XML, VMware, AtPar, SQL, ABSSolute
Route Accounting, HL7 Development Framework, HL7 v3, XML Encoding
Syntax, Patient Administration Systems (PAS), Electronic Practice
Management (EPM) systems, Laboratory Information Systems (LIS),
Electronic Medical Record (EMR), Electronic Health Systems (EHR)
systems,EPIC.
Network: TCP/IP, Ethernet, FDDI, VPN, SSH, Secured, DNS, DHCP, VLANS,
Cloud Virtualization, Citrix/XenApp, LAN/WAN, Wireless Network, RF
infrastructure,
Tools: LAN Manager, ISS Real Secure, Ethereal, SuperScan, Cisco
products/hardware, Dell workstations/clients, PDA/Blackberry, Solar
Winds, Citrix Solutions, Thin clients, Active sync, Wi-Fi networks,
tools, Air beam clients, FTP servers, clients, Exchange,
MC50,70,75,90 90, Star Team, Remedy Ticket System, Lotus Notes,
Crystal Reports
Professional Experience
Diverse Lynx (Consultant for Kaiser Permanente)
March 2013 to 2014
Business Systems Analyst
0. Managed OneLink Projects for Mobile Deployments across Kaiser
Permanente's Infrastructure
0. Managed Project Vendors/Business Partners in coordination of meeting
Business objectives and goals
0. Manage Teams in Development Groups to achieve application results
within Framework of Pre-Deployment task
0. Manager Customer Service ticket inflow from clients, vendors and end
users through Remedy ticketing system
0. Managed groups of 5-10 team members in multiple environments to achieve
Company deadlines.
0. Manage / Support Infrastructure of Enterprise Mobile Devices through
SOTI Mobi Control Management Console
0. Manage / Support SOTI Mobi Control Layered Non-Production Environments
for Business users
0. Manage & Organize with Business/I.T. Partners to develop solutions in
Deployments across Project Roadmap
0. Manager Customer Service ticket inflow from clients, vendors and end
users through Remedy ticketing system
0. Design/Build Kaiser Permanente's Mobile Infrastructure throughout
Pharmacies & Material Warehouses
0. Design/Configure the initial configurations for Wi-Fi usage on Mobile
Devices in Kaiser Permanente's locations
0. Design Technical Designs/Documentation to help support
Hardware/Software process upgrades
0. Provide Level III Mobile Handheld Support for Kaiser Permanente's
Production Environment
0. Provide Level III PeopleSoft ERP Application Support for Kaiser
Permanente's Production Environment
0. Provide Mobile Management capabilities on a Win-Mobile based rugged
Client MC70 & MC75 based device
0. Created XML Files for Data Mapping/Printer Mapping and Location
Configurations for cross functional use
0. Create Deploy bar-code symbologies, both 1D and 2D in warehouse for
distribution/inventory locations
0. Support Cloud Servers for Mobile Device Data testing in Non-Production
Environments
0. Supported end users through Remedy Business Methodology Ticket system
0. Test with Deployment teams to ensure timely procurement, provisioning
of Project's Hardware peripherals
0. Test with Development/UAT teams to ensure proper enhancements meet
company deadlines
0. Gathered Required Documentation to help support Business Requirements
0. Analyze arising enterprise issues from user and troubleshoot / train to
eliminate user downtime
0. Supported Joint Application Development with Client/End User in
Application/System Development
0. Design and implement operational and system enhancements to ensure
production standards
0. Provide Leadership for cross-functional linked teams to address
Business or Systems issues
0. Acts as primary Liaison between Business user and Development team/End
user Customer
ATR International : (Consultant for Kaiser Permanente)
February 2011 to March 2013
Business Systems Analyst
0. Managed OneLink Projects for Mobile Deployments across Kaiser
Permanente's Infrastructure
0. Managed Project Vendors/Business Partners in coordination of meeting
Business objectives and goals
0. Manager Customer Service ticket inflow from clients, vendors and end
users through Remedy ticketing system
0. Managed groups of 5-10 team members in multiple environments to achieve
Company deadlines
0. Manage / Support Infrastructure of Enterprise Mobile Devices through
SOTI Mobi Control Management Console
0. Manage / Support SOTI Mobi Control Layered Non-Production Environments
for Business users
0. Manage & Organize with Business/I.T. Partners to develop solutions in
Deployments across Project Roadmap
0. Design/Build Kaiser Permanente's Mobile Infrastructure throughout
Pharmacies & Material Warehouses
0. Design/Configure the initial configurations for Wi-Fi usage on Mobile
Devices in Kaiser Permanente's locations
0. Design Technical Designs/Documentation to help support
Hardware/Software process upgrades
0. Provide Level III Mobile Handheld Support for Kaiser Permanente's
Production Environment
0. Provide Level III PeopleSoft ERP Application Support for Kaiser
Permanente's Production Environment
0. Provide mobile management capabilities on a Win-Mobile based rugged
Client MC70 & MC75 based device
0. Created XML Files for Data Mapping/Printer Mapping and Location
Configurations for cross functional use
0. Create Deploy bar-code symbologies, both 1D and 2D in warehouse for
distribution/inventory locations
0. Support Cloud Servers for Mobile Device Data testing in Non-Production
Environments
0. Supported end users through Remedy Business Methodology Ticket system
0. Test with Deployment teams to ensure timely procurement, provisioning
of Project's Hardware peripherals
0. Test with Development/UAT teams to ensure proper enhancements meet
company deadlines
0. Gathered Required Documentation to help support Business Requirements
0. Analyze arising enterprise issues from user and troubleshoot / train to
eliminate user downtime
0. Supported Joint Application Development with Client/End User in
Application/System Development
0. Design and implement operational and system enhancements to ensure
production standards
0. Provide Leadership for cross-functional linked teams to address
Business or Systems issues
0. Acts as primary Liaison between Business user and Development team/End
user Customer
Prudential Overall Supply: Systems Analyst
May 2005 to January 2011
. Built VMware Servers, Client work stations to help test and support end
user though out Plants locations
. Manage & Support Company's Enterprise Mobility MC70 & MC75 Handhelds
. Manage & supported all Voice and Data Plans through AT&T Enterprise care
throughout the company
. Manage and Install I.T. Hardware for ABS Implementation, Handhelds,
Cradles, Workstations, etc
. Developed New Mobile Application Strategies on Company Handhelds,
Windows Mobile Platforms
. Support enterprise users on software issues from ERP applications on
mobile devices to Workstations
. Support the Implementation of the ABSSolute Route Accounting Application
. Document Business/I.T. requirements to better support project
deployments
. Gathered Required Documentation to help support Business Requirements
. Support local I.T. with test devices on VMWare Servers in Prod/Non Prod
Environments
. Utilized SOTI Mobi Control Management Application to manage Handhelds
and remote programming
. Installed & Support Motorola Enterprise Access Points over Company
Infrastructure
. Work with Development/UAT teams to ensure proper enhancements meet
company deadlines
. Train CSR/Management Personnel on the ABSSolute Route Accounting
Application.
. Supported Joint Application Development with Client/End User in
Application/System Development
Lowes Home Improvement: Manager/Sales Analyst
January 2000 to May 2005
. Manage and oversee Department of 10+ personnel to achieve sales goals
and daily merchandise sales.
. Coordinate all department purchase through in house system on remote thin
clients.
. Manage and maintain Corporate Inventory Replenishment sheet to meet
annual profits and margins.
. Assist in the coordination of new software features involving program to
track and monitor daily shrink values
. Gathered Required Documentation to help support Business Requirements.
Education & Credentials
Bachelor of Science: Information Systems Security Westwood College
(Graduated)
Network Training @ Cisco Network Academy
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