Franklin Anakoro

Qualifications

• * years of recent experience managing 3 Tier client-server architecture, web based and desktop applications with the ability to facilitate implementations, upgrades, on prem to cloud migrations and cross application interface configuration • Knowledge of Windows Server OS, SAAS, SQL Server, Network Security protocols, Information Security requirements (TLS and Port requirements) and networking skills • Bachelors of Science in Business Administration - Management Information Systems – University of Houston • ITIL 2011 Foundations Certification • Hands-on experience with Microsoft SQL and Azure, SharePoint Online M365; working knowledge of Microsoft .NET framework and Python Scripting • Good understanding of Agile practices • Exceptional communication, presentation, and interpersonal skills with an ability to extract, translate and communicate meaningful information at all levels.

PROFESSIONALEXPERIENCE

HOUSTON METHODIST Mar 2018 – Aug 2023

Sr. Applications Analyst (FTE)

Cross-collaborate with interdisciplinary departments to gain a better understanding of the global needs to facilitate better service outcomes. I.e. Scheduling presentations from interdependent IT groups and shadowing personnel to learn about the tools, services, and policies within the service portfolio.

Managed escalations from triage to closure. Including 70+ client facing applications for the Corporate business and medical ancillary systems. Included but not limited to Building Automation Systems, Security Control Systems (CCTV/Badge Access), Medical Device Integration (Pneumatic Tube Systems), Document Control Systems, Robotic Process Automation, etc.

Sat on a weekly Change Advisory Board (CAB) for all application changes. Also communicated Emergency change requests in the event of an escalated break fix need.

Scope of defined duties included Service Now Incident Management, Application Server Maintenance (Security Patching and app Validation), Administrative Duties(status updates/top of mind)and investigating new ways to facilitate innovation with respect to application upgrades and or sunsetting of legacy applications.

Lead projects related to support and IT initiatives through research, testing, project development and rollout plans, scoping, cost accounting, warranty agreements and SLAs, scheduling tasks and agreed upon timelines. Communicating and facilitating the needs of all the stake holders involved.

Maintained compliance standards form a PPI and IT security perspective.

Worked diligently to reduce deployment redundancies and implemented automated processes wherever applicable.

Promoted continual improvement which includes but not limited to:

oInvestigation process improvement tools and processes from the ITSM infrastructure library.

oIntroducing best practices for utilizing IT services for clinical staff.

oConducted health checks with client resource for disaster recovery and preparedness.

LIVE NATION ENTERTAINMENT Mar 2016 – Mar 2018

IT Applications Analyst (FTE) Overnight Schedule (Asia Pacific Support)

Lead the Help Desk team to maintain the highest-level performance metrics. Instilled and promoted a customer service culture.

Supported a predominately Mac environment and maintained inventory and imaging of hired computers, phones, and hardware.

Managed account provisioning, on-boarding, and off-boarding of new employees.

Created and enforced company policies for computer usage and information security.

Participated on a 24x7 emergency on-call support schedule.

Provided administrative support to the following software services:

o Active Directory user groups and services o Zendesk/OKTA/JIRA and Confluence of Workday/Kronos/Trend Micro Enterprise/Splunk o Office 365/Exchange Admin console

Provided production support for JIRA and Confluence, including performance tuning and scaling.

Created and maintained Confluence spaces and permission schemes, workflows, screen schemes, custom fields, permissions, and notification schemes.

Implemented integrations between JIRA, Confluence and other SDLC applications

M.D. ANDERSON CANCER CENTER Nov 2015 –Mar 2016

Epic Support Technician (Consultant)

The Epic Technical Dress Rehearsal (TDR) is a planning, staging, and testing event in which the TDR Project Team identified 30,000 assets, workstations, network printers and zebra label/armband printers within the UT MD Anderson Hospital System. Coordinated with EPIC Build Analysts, mapped associated devices as per departments and tested 17,000 Workstations/Thin Clients within EPIC Hyperspace: o Server-side networked printer and Zebra Label/Armband testing. o Camera and Topaz signature pad testing. o Wired and wireless scanner label script testing.

o OTX Medication script testing.

Coordinated with department heads/Clinical Shift Mangers/Charge Nurses to facilitate successful testing environments during high production times. i.e. high patient volume.

Followed HIPAA regulations wherever necessary.

Followed dress code policies within ORs, and Nursing PODs with isolated patient rooms. i.e. dawned scrubs, shoe covers and protective head scarfs.

Configured VMWare Horizon View client for EPIC PRD – test and ensure interoperability between workstations/printers and Partners Epic system in production environment.

Responsible for workstation and printer mapping problem resolution.

Identified cause of failure and Escalating issues accordingly.

Discussed testing strategies with One Connect project management to improve processes.

MATTRESS FIRM Oct 2014 –Nov 2015

Level 2 System Support Analyst (Consultant)

Offered Level 2 application and desktop support to 2000+ retail stores in the US market.

Support included, but not limited to:

oConfiguring Fortinet and Cisco Meraki routers (Meraki Cloud & Forti Manager).

oTroubleshooting HP, Xerox, and Brother Printers. o Imaging workstations, Active Directory Users and Group policy management. o Built and managed Microsoft Azure Remote Desktop Session Virtualization Retail POS Terminals.

oSupport software/web-apps included: SQL 2008 Database Management, UltraVNC, Remote Client configuration management tool, SCCM 2012 R2, PowerShell 3.0, Exchange 2013 management tools.

Responded to inbound E-mails immediately and investigated tickets via Help STAR 2010 SQL service desk ticketing system. 25 tickets daily, aside from projects, as per our minimum requirement.

Migrated Emails from IMAP Servers to Exchange Online Mailboxes.

Implemented Microsoft Dynamics AX Retail POS to 2000+ stores and was strategic in the migration/ conversion of 600+ stores in the Chicago, Miami, Tuscan, Pittsburgh, and California Markets.

BAKER HUGHES July 2013 –Oct 2014

Level 1 Service Desk Analyst (Consultant)

Offered first-line support to 60,000 employees in more than 80 countries. Direct questions were addressed using telephone calls, online chat, E-mails, and remote access repair services.

Documented detailed information such as customer’s name, phone numbers, location, asset tags, screen shots or any sequence of steps used by the end user to determine the customer’s issue.

Handled VIP requests with care and expert level attentiveness; expedited accordingly and followed up to make sure issues were resolved in a timely fashion.

Offered next level triage service/agent transfer to avoid wasting time by "attempting to solve symptoms instead of the problem." Escalated incidents according to proper protocols and procedures.

Resolved and closed incidents/service requests as per help desk procedures & allocated timelines. (30-40 incident interactions a day, 15-minute AHT-Average Handle Time and 90% daily ASA-Average Speed of Answer under 30 seconds)

Implemented the migration of CA Technologies’ OTP security software across the network – Northern/Western Hemisphere. Supported CISCO AnyConnect Mobility client on a Microsoft Windows XP/Windows 7 & and iOS environment.

Supported users directly through Active Directory, which included password reset, Admin privilege request, SMTP email address support/ SIP Microsoft Office Communicator accounts.

SCCM and software packaging/push operations.

Telecom & Mobility support i.e. Blackberry enterprise/exchange server activation/ iPhone/iPad and Windows 8 phone Email activation. Cisco VoIP voicemail and user support.

Created Outlook mailboxes and supported AT&T audio and video web conferencing. Mapped networked printers (HP, Xerox) and modified access to networked drives.

FORT BEND INDEPENDENT SCHOOL DISTRICT July 2010–June 2013

Level 1 User Support Analyst

Supported 10,000 employees in 74 Schools with 6 administrative locations. User issues were rectified using Active Directory in a networked Microsoft Windows XP/ Windows 7 environment which included password authentication and administrative privileges.

Software and OS push operations through Altiris/Ghost.

Configured iPhones, iPads, Amazon Nook readers, MiFi portable hotspots and Blackberry’s.

IMAC- Install, Move, Add and Change user access to Microsoft Exchange servers and Blackberry Enterprise servers.

Provided technical support, maintenance and installation of desktops and tablets and or peripheral devices found in classrooms such as projectors, KVM switches, scanners, printers, copiers, and cisco VoIP phones.

Fixed terminated networked uplinks via toner to patch panel rack configuration.

Mapped network drives/ printers and VoIP voicemail setups.

Installed and maintained software by means of enterprise management push tools, remote access tools or via on-site dispatch; data migration/ configured proprietary FBISD software. Created detailed reports for Senior User Analysts on the status of each room/school visited

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