Salar Alemo

Greater Philadelphia (Able to relocate) Phone: 267-***-**** Email: ad2alk@r.postjobfree.com

INFORMATION SYSTEM SKILLS

•Web Technologies and Languages : HTML, CSS, Java Script, XML

•Database Management : SQL Workbench,

•Operating Systems: Windows 7, 8.1, 10, Server 2008, Mac OS, Windows Powershell, command prompt, Linux

EXPERIENCE

City Of Philadelphia

Application Administrator 1 Philadelphia PA

March 2023-Present

Provide application support to internal payment processing staff

Troubleshoot third-party vendor payment applications

Participate in implementation of new processes, interfaces and enhancements to the current system such as maintenance, upgrades and testing

Perform the software testing procedures to evaluate the software

Configure Anydoc application to process incoming mails and forms

Utilize DesignIT application to design and configure forms

Utilize Adobe Pro application to design and manage forms

Work with different departments to gather requirements for form automation process

Nextgen Healthcare Horsham PA

Technical Support Tier 2 November 2021-March 2023

Provide technical support to internal corporate employees.

Troubleshoot hardware and desktop applications

Imaging computers and account creation for new hires

Provided Atlassian product access including Jira, Confluence, bitbucket

Created departmental training documentation.

Provided mentorship to Tier 1 technical support staff

Set up IP Mitel phones for new hires and current employees

Utilized Bomgar remote desktop software to troubleshoot users’ issues.

Worked alongside project managers and developers to improve training documentation in Confluence.

Debugged and troubleshoot Nextgen Application

Veritiv Corp, Exton PA January 2021-November 2021

Application Support

Provided internal application support for corporate and warehouse users

Performed root cause analysis to identify user error significantly impacting order processing for customer service team. Escalated and resolved issue within an hour.

Utilized sql queries to update the status of the order so it will bill correctly

Worked alongside development team to improve quality and efficiency of processes.

Provided feedback that many issues escalated to application support were due to user errors and additional training would reduce operational users’ usage of department resources

IT Helpdesk Analyst December 2019- January 2021

Part of a team that migrated a Fortune 500 company to work from home at the start of the covid pandemic

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware

Install and configure internal soft phone system known as IP Communicator and Cisco Jabber

Assist user with connecting to the VPN using Cisco AnyConnect Secure Mobility Client

Install and configure computer peripherals for users.

Configure outlook, Microsoft Teams and other Office 365 applications

UHS Inc, King of Prussia

Customer Support Coordinator July2018-December 2019

Researched and resolved Customer SupportCenter Tickets

Gathered all necessary information via on-line request form, telephone calls, facsimile, e-mail or in

person.

Escalated and communicated the problem to the appropriate IS staff.

Documented the impact of the problem and signed a priority level and resolution target

time.

Established and maintains regular communications with Acute Care and Corporate users regarding

the description and disposition of user requests for assistance

Homenet Automotive, Exton PA

Inventory Technical Support (ITS ) March 2017- March 2018

Identified issues and related information, obtained and evaluated relevant data, cleaned and submitted data for file ingestion

Developed and conducted training as needed for internal and external customers on the proper and effective use of company hardware, software, and internet-based product and services

Took ownership of customer inquiries, including issues and related information obtaining and evaluating relevant data, and formulating resolutions

Consulted with customers to recommend additional a la carte software features to benefit their business

Comcast Horsham, PA

Care Account Executive 3, Commercial Customer Service September 2015-March 2017

•Provided Technical Support and services to small and medium sized businesses

•Answered inquiries, provide accurate information while troubleshooting and problem solving

•Consulted business owners by articulating product features and benefits and recommend new line of business

•Used Remedy ticketing systems to log and documents customers’ queries and technical issues.

•First Call Resolution 50% higher than average representative score and exceeded call resolution handling time.

•Built and configured phone lines for enterprise customers using virtual phone switches

•Assigned and configured static IP addresses for enterprise customers

Peirce College Philadelphia, PA

Bachelor of Science, Management Information Systems

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