Help Desk Analyst

Michael P. Lucchesi Jr.

**** ***** **. ***** ****, AR 71602 (870) 413 - 0473 ***********@*****.***

IT professional with experience in software, hardware, networking and database technologies, as well as healthcare IT and Medicare IT services. A proven leader by senior management of a high profile federal government contract for excellence in training new team members, ensuring new queries are defect free, researching new and improved methods to increase productivity, and taking on new challenges and requests from the client and management as needed.

Experience

General Dynamics Information Technology

Columbia, MD

August 2011 – January 2016

Resolve tickets using Remedy trouble ticking system assigned to Tier 3 from the lower tiers following them to their resolution for all aspects of the DECC (Development Environment consolidation contract) contract.

Provide medical record data to providers from the CMS database using PL/SQL developer

Explain to providers why there may be differences between their records and what is in the CMS (Centers for Medicare and Medicaid Services) database when their records do not match

When requested by the provider releases the medical record data found in the CMS database in accordance with HIPPA guidelines

Performs quality assurance checks on medical record data leaving the premises to ensure only authorized data is leaving the property

Work with the clients to report bugs to the development staff when new releases go into production

Work with the development staff for workarounds for clients when bugs do exist

Monitor tickets that were escalated to the internal development group to ensure bug fixes went in, then follow up with the end user

Create weekly reports for management for the ticket assigned to Tier 3 and tickets escalated for bug fixes

Iowa Foundation for Medical Care

Elkridge, MD

August 2008 – August 2011

Provide level 2 support for end users

Provide medical record data for Tier 3 from the CMS database using PL/SQL

Received incoming calls and emails from end users of CMS programs

Subject matter expert and point of reference for level 1 technicians

Track tickets using Remedy trouble ticketing system

Wrote procedures and updated documents when updates were needed

Educated end users how to use in house software from www.qualitynet.org including password resets, account management and submitting data in order to meet federally mandated deadlines

Educated end users how to follow the HIPPA rules and regulations when handling and transmitting patient medical record data

Education

Associates of Information Services Technology

College of Southern MD, La Plata, MD

2007

Associates of information technology including operating systems concepts, program design and development, system analysis and design, introduction to database design, computer security, cyber ethics, LAN/WAN technologies. Transcript of coursework available upon request.

IT Internship

Jr. Computer Administrator Six Flags America, Bowie MD

2004

Worked under the supervision of the senior computer administrator for Six Flags America learning technologies such as server administration, deskside support duties, Active Directory, LAN/WLAN implementation, IP telephony services, point of sale equipment implementation, disk imaging/reimaging and proper storage/shipping of IT hardware.

Thomas Stone High Vetch School

Cisco Certified Network Associate

Assess the appropriate application of switches, routers and routing protocols in the design of a wide area network.

Apply design rules to implement a secure packet switch network.

Configure interfaces, routing and routed protocols, and security measures on a Cisco router.

Troubleshoot WAN/LAN networks.

Skills and Abilities

Microsoft Office, Microsoft Windows XP, 7, 8 and 8.1, PL/SQL Developer, SQL, Remedy Ticketing system, HP ALM ticketing system, Networking, Trouble shooting hardware/software, Active directory, Norton Ghost, Norton Antivirus, PointSec Encryption, Secure Zip, VMware, attention to detail, strong verbal and written communication skills, ability to learn new or in house software quickly, ability to work independently or on a team in a high stress environment.

References

Provided upon Request

Contact this candidate