Support Specialist Technical

ALLAN MOJICA PORTADES

Professional Summary

To pursue a highly challenging career in the field of IT where I can apply my knowledge and experience, acquire new skills with a team of professionals and provide value addition work to the organization. Client-facing Application Support Specialist with extensive understanding of root causes for issues and appropriate solutions to problems. Purpose-driven professional with record as strong team player.

Work History

Operations Support Engineer, 03/2017 to 05/2023

CENTENE CORPORATION

●Act as primary contact internally and externally for technical issues with clients'

●Own technical issue triage through resolution in coordination with Product and Development teams

●Generate issue-related reporting, root cause analysis, service level definition, and SLA tracking

●Track and report Technical Support KPIs and progress over time in successfully helping clients'

●Monitor for and escalate issues affecting multiple clients' and ensure it is resolved appropriately

●Serve as escalation point to level 1 and 2 support on technical issues not resolvable via existing knowledge base

●Maintain dynamic FAQ / knowledge base for company-wide reference

Sr. EHR Product Specialist, 11/2015 to 08/2016

ACRENDO SOFTWARE INC

●Install and support AIMED software to provide clients' needs

●Update clients AIMED Application server and workstations

●Identify and escalate situations requiring urgent attention

●Assisted QA in testing future builds

●Assisted clients installing card scanner (CSSN and DocketPort)

●Support PC-based/MAC systems via remote

●Connect via RDP, PC Anywhere, VNC, LogMeIn rescue, GoToMeeting, SimpleHelp

●Provided Tier 1 and Tier 2 level support

●Create tickets coming from support email, load balancing tickets and distributing it among other techs.

Quality Assurance Testing Specialist, 11/2013 to 09/2015

DATA STRATEGIES INC

●Develop test plans and test software continuously

●Assist with software installations, upgrades, and training for clients

●Assist with the implementation of new software to accomplish greater efficiency within the QA process and procedures.

●Recorded findings of inspection process, collaborating with quality team to implement corrective actions

●Fixed identified issues to improve workflows

●Developed and implemented procedures to meet product quality standards

●Performed routine maintenance and calibration on testing equipment

●Interpreted test results by comparing to established specifications and control limits, making recommendations on appropriateness of data for release

Senior Application Support Specialist, 03/2008 to 11/2013

DATA STRATEGIES INC

●Install and support CompuMedic/Elligence/MDSuite software to provide clients needs

●Update clients MDSuite Application server and Transmission server, MOD00

●Managed over 50 customer calls per day.

●Monitor and communicate any issues with clients and technical team

●Assisted QA in testing future builds

●Assisted clients installing card scanner (CSSN and DocketPort)

●Support PC-based CompuMedic/Elligence/MDSuite systems via remote

●Connect via RDP, PC Anywhere, VNC, LogMeIn rescue, GoToMeeting

●Provided Tier 1 and Tier 2 level support

●Create tickets coming from support email, load balancing tickets, and distributing it to

●Tier 2

●Trained new hires on the MDSuite software, creating tickets on EIE, teach new hires searching the knowledge base

●Investigated and resolved technical operational issues of the applications.

●Provided training to end users on new and updated systems and software

Technical Support/IT, 02/2007 to 03/2008

MEDVANTX INC

●Programming MEDVANTX software to provide clients' needs

●Build servers (Linux), configure PCs, program MEDVANTX software, RMA, UPS shipping and IT support for office users

●Troubleshooting hardware and software

●Support PC-based MEDVANTX systems via remote

●Dial up access or VPN.

●Installed application software and upgrades, virus protection, and drivers.

●Tested systems to identify root causes to problems and uncover bugs

●Supported team needs with research and problem-solving abilities

PACS Senior Help Desk, 11/2003 to 02/2007

DR SYSTEMS INC

●Support integrates image and information management solutions for hospitals and medical imaging centers

●Managed over 50 customer calls per day.

●Daily update of open HEAT tickets to include journal entries and email correspondence to customers as to status of open issues

●Support PC-based medical image management systems via remote, dial-up access or VPN

●Configured modalities like US, CT, MR, MM, MG, PET, and NM to connect to DR Systems' workstations.

●Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

●Provided on-call support for critical issues related to DR Systems.

Education

Networking Technology Diploma, 12/2000

United Education Institute - Chula Vista, California

Contact

Phone : 619-***-****

Email : *********@*****.***

Skills

●Organizational Skills

●Continuous Improvement Process

●Customer Satisfaction

●Jira Admin and Jira Service Desk

●Critical Thinking

●Troubleshooting Network Issues

●Scheduled Maintenance

●Workflow Charts

●Knowledge Base

●Quality Improvement

●Customer Care

●Service Calls

●Root Cause Analysis

●Customer Communication and Empathy

●Training Initiatives

●Resolve Technical Problems

●Setup and Installation

Contact this candidate