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WILLIAM HOFMEISTER

Cedar Rapids, ***** IA

ad4kqq@r.postjobfree.com / 319-***-****

SUMMARY

Results-driven Tier 2 Application Support Analyst with an MBA in Project Management and extensive experience in optimizing Claims systems, including Xcelys, Facets, and IDX. Proven ability to enhance team skills through the creation of impactful training materials and dynamic video content. Adept at managing knowledge bases, streamlining support processes, and resolving escalated tickets in ServiceNow, significantly improving user satisfaction. Recognized Subject Matter Expert in F5 VPN, ODBC, and Macintosh/Apple technologies. Backed by a solid track record of delivering effective solutions, I bring a blend of technical expertise and strategic vision to drive continuous improvement in IT support and system functionality. SKILLS

Data Analysis

Network Administration

Customer Support

Disaster Recovery

User Training

Operating Systems: Windows 95/98/2000/XP/XP Pro/NT Incident Management

Information Security

Troubleshooting and Diagnostics

Client Relations

Technical Writing

Security Protocols

Application Development

Software Installation

EXPERIENCE

Tier 2 Application Support Analyst / Innova Solutions - Cedar Rapids 10/2022 - Current Proficiently managed and resolved complex issues in Claims systems (Xcelys, Facets, IDX), ensuring high system performance and user satisfaction.

Led the creation and maintenance of training videos and materials, significantly enhancing team skills and knowledge transfer. Spearheaded the development and continuous updating of knowledge base articles, optimizing the support process and information accessibility.

Utilized content creation and training video skills to produce all training videos for Optum in my current role, employing Camtasia for effective presentation.

Successfully triaged and prioritized escalated support tickets in ServiceNow, delivering effective solutions Subject Matter Expert in F5 VPN, ODBC, and Macintosh/Apple. Tier 2 Technical Support Analyst / AEGON GLOBAL TECHNOLOGY - Cedar Rapids 03/2018 - 10/2022 Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues. Processed service requests and served as an escalation point for issues with the Help Desk's scope. Supported internal Aegon/Transamerica employees and workstations with an application portfolio of over 2,000 unique applications.

Administered critical issues by identifying high impact outages while coordinating technical support with Tier 3 support teams Displayed strong telephone etiquette and effectively handled difficult calls. Technical Support Analyst / AEGON GLOBAL TECHNOLOGY - Cedar Rapids, Iowa 05/2015 - 03/2018 Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues. Administered critical issues by identifying high impact outages while coordinating technical support with Tier 3 support teams. Drafted and distributed appropriate communication and initiated transfer of SWAT process when applicable. Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service. Researched solutions to complex technical problems by accessing available information resources such as online databases or websites.

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Contractor - Tier 1 Technical Support Analyst / TEK Systems Global Services - Cedar Rapids 05/2014 - 05/2015 Delivered local and remote Tier 1 IT support for hardware and software to company personnel. Served as the first point of contact for incoming technical service calls and emails. Maintained up-to-date case documentation for future reference. Followed up with customers through various communication channels like email and chat for feedback or additional information required for resolution.

Researched solutions to complex technical problems by accessing available information resources such as online databases or websites.

EDUCATION AND TRAINING

MBA in Project Management 03/2014

Kaplan University - Cedar Rapids, IA

Bachelor of Science in Information Security and Forensics 11/2011 Kaplan University - Cedar Rapids, IA

Associate of Applied Science in Information Technology - Network Administrator 10/2010 Kaplan University - Cedar Rapids, IA

REFERENCES

Available upon request

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