SHARAUN DAVIS

**** *. *** **., **********, PA ***10 CELL: (717) 551 - 9672

Email: aczqmf@r.postjobfree.com

CAREER OBJECTIVE

Solutions focused professional, seeking to benefit an organization with my technical and strong problem solving, and customer service skills. Skilled at building relationships with diverse individuals, quickly able to identify root causes of issues, direct users to lasting resolutions, and bridge gaps with none technical persons. Well versed with a variety of operating systems, applications, and proven ability to master new tools, while working to meet project deadlines.

CORE QUALIFICATIONS

Problem diagnoses

Phone, and online chat support

Client relationship management

Root cause analysis

Rapid ticket response and resolution times.

End-user training and support

Incident management

System Implementation

APPLICATIONS and HARDWARE

Service Now, HEAT, Remedy, and Lotus Notes

HMS/Medhost

Kronos

BigFix

Citrix

PWEB

Abbott

Casamba

Avaya

LTRAX

DUO

Oracle

Cisco AnyConnect

MS Exchange

Norton/MacAfee Anti-virus

Active Directory

HP and Ricoh printers and scanners

Leveno laptops

IOS tablets and IPhone

Windows Vista, XP, 7, 8, 10, Mac OS

All Scripts

WOW (Work on Wheels)

EPIC

Microsoft 365 and Windows applications

PROFESSIONAL EXPERIENCE

Select Medical (Contract) – Harrisburg, PA, Help Desk Analyst II

January 2017 – February 2017

Provide level two help desk support for medical professionals and Internal employees in specialized hospital, rehabilitative and outpatient care.

Assist end users with various technical issues such as: VPN and connectivity issues, wireless network and server issues, installing printers, mapping and clearing print jobs and restarting production. Hardware replacement, checking for product warranties, and password resets.

Create, and followed up on tickets created in Service Now to vendors.

Used BigFix to connect to user's remotely to gather information to include in trouble tickets.

Walked user's through the (UAR User Acceptance Request) self-service process on intranet.

Update medical staff credentials in Medhost to allow access to patients HIPPA information, disburse pharmacy meds, to update clinical, patient labels, billing, ICD9 & 10 codes, and census inquires.

Tre Com System – PCG Consulting (Contract) – Camp Hill, PA, Help Desk Support

February 2016 – July 2016

Assist medical professionals and PA Department of Education with questions pertaining to the School Access program, EasyTrac, PA claiming system, annual cost reconciliation, and random time moment studies.

Manage user’s permissions for programs proprietary system.

Educated callers on eligible services that could be reimbursed, claims and reporting, monthly management reports, cost settlement and reconciliation, and recording RMTS (Random Time Moment Studies). Assigned to multiple school districts to Web X base train their new hire’s using Cisco Web Ex.

Update assigned districts knowledge base, and FAQ’s using SharePoint.

Import monthly claim and expense reports into Excel, and post results on LAN or SharePoint for all assigned districts.

Used Active Directory to set rights, restrictions, change passwords and assign users to workstations and groups.

Maintaining and repairing computer equipment, including installing, upgrading hard drives and operating systems.

Monitoring email for outages or work stoppage related issues, and escalate to the desktop/networking team when needed.

Create supporting documentation for processes, and create time lines for business meetings.

Produce standard monthly, quarterly, and annual metrics reports for internal program monitoring and client statistical reporting.

MODIS – Deloitte Consulting (Contract) – Camp Hill, PA, Help Desk Analyst I/II

August 2013 – February 2016

Provide Tier I and II technical support to state and government COMPASS users via direct phone, email, retrieving and responding to voice mail and chat.

Assist end users in a browser proprietary system environment.

Performed preventative maintenance, including checking and cleaning of workstations, printers, and peripherals, including but not limited to the detection and removal of viruses and malware.

Troubleshoot various help desk issues such as: firewalls, creating and deleting user accounts, installing and adding printers, capturing printer ports, mapping network drives, creating icons, and connectivity issues.

Administered and maintained email user accounts. Managed end user accounts, permissions, access rights, and storage allocations using Active Directory.

Remotely connected to users using Go to Assist, Ghost and Citrix.

Used Mirage to image hard drives, and data transfers.

Used REXX, and Excel during the batch testing process, and resubmit failed files.

Involved in System online batch integration and regression testing.

Performed the re-imaging of desktops and laptops, as needed, and deploy new equipment to end users.

Microsoft Office 365 provisioning and managing experience.

Repaired laptops by swapping out RAM, hard drives, and repairing LCD Screens.

Evaluated documented resolutions, and analyzed trends for ways to prevent future problems.

Involved in UAT (User Acceptance Testing) testing for users'. Showed the ability to identify, log, categorize, and prioritize incident requests based on the business impact and urgency.

Track and route incidents using Used Service Now, TFS, and ATS. Proven ability to link repeat and similar incidents, and escalate to the appropriate support group.

Applied my knowledge in Service Now to run and view reports, export data, run queries, and create templates.

Inform management of recurring problems, and create research tickets for future bugs.

Backup daily production and store results on the LAN used for reports, testing, upgrades, and project deadlines.

Create and update manuals and FAQ’s as new issues immerged.

Update knowledge base and compare issue tracker with known bugs.

Participated in Windows XP to Windows 7 migration and equipment Refresh project of 2,000 laptops and desktops by utilizing Microsoft SCCM for deploying.

EDUCATION

American Public University - Bachelor of Science - Computer Information Systems – Graduation Yr. 2020. Also In pursuit of obtaining my MCP, MCSE, and MCSA certifications.

References and additional work history available upon request

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