Knowledge Manager Active Directory

AVNEET KAUR

OBJECTIVE

Experienced IT Professional with excellent management/supervision experience seeking a role as Operations Manager

SKILLS SUMMARY

• 10 years of solid work experience in application of Computer and IT technologies.

• More than 5 years of people and account management experience. Managed a team of 18 analysts and continually met the project/customer requirements of healthcare clients (NY Health & Hospitals, New England Baptist Hospital, Southern New Hampshire Hospital, Covenant Care, Walsh College, Dignity Health, RWJ Barnabas Health).

• More than 5-year of work experience in Healthcare IT solutions: EPIC, Meditech, Citrix, AD (Active Directory), MFA (Multi Factor Authentication), different remote tools like Bomgar, GoToAssist, Dameware, different ticketing system like Service-Now, Remedy and Service-Focus etc.

• More than 5 years’ experience in the installation, configuration and maintenance of network, software, computer hardware and peripheral devices.

• Experienced in Oracle applications, database technology, Fusion Middleware and Microsoft.

• M.S. in Information Technology with outstanding academic records. EXPERIENCE PROFILE

IT Supervisor, CareTech Solutions/HTC, Troy, MI (Oct 2017 – Current) Responsibilities:

• Collaborated with Healthcare clients/customers and developed strategies and solutions of high business value. Major Clients managed: NY Health & Hospitals, New England Baptist Hospital.

• Manage customer issues through the ITSM tiers.

• Monitored utilization and productivity of a local and remote support team and recommend changes in staffing levels.

• Ensuring that all processes used by the service desk team are thoroughly documented, consistently audited, and continuously improved.

Lake Orion, MI 48360 ● Phone: 248-***-**** ● e-mail: **********@*****.**.**

• Conducted Audits of Customer tickets are updated and routed as per defined service management procedures.

• Distributed and balanced the workload among Service Desk staff to assure timely completion of assignments.

• Developed and updated the training material for the support staff.

• Worked with Knowledge manager to create knowledge articles.

• Trained, coached, and mentored Service Desk Analysts. Developed teams to manage and evaluate project risks and issues.

• Lead Talent Acquisition/hiring Service Desk Analysts by conducting Job fairs and holding job interviews.

• Manage the time effectively while setting the tone of the team through modeling and leadership.

IT Analyst, CareTech Solutions/HTC, Troy, MI (May 2016 – Sept 2017) Assistant Professor (Computer Science), Khalsa College, India (July 2008 – Aug 2010) Computer Lecturer (Computer Science), TSGGSK College, India (July 2005 – Nov 2008) EDUCATION

• Master of Science in Information Technology, Punjab Technical University, Jalandhar, Punjab, India; (Sep 2003- Sep 2004)

• Diploma in Computer Applications, Punjab Technical University, Jalandhar, Punjab, India; (Sep 2001- Mar 2003)

Work Status:

Green Card Holder. No Visa Sponsorship required to work. Permission to work for any employer.

REFERENCES

Available upon request

Contact this candidate