Jeremiah Killoran

***A Smoke Street, Nottingham, NH 03290

603-***-****

adz3ib@r.postjobfree.com

Objectives

Seeking a position in which I can utilize my current Information Technology skill set while continuing to further advance my experience and knowledge.

Education

Keller Graduate School of Management

Currently Pursuing

M.S. Information and Systems Management

Franklin Pierce University

2005-2009

B.S. Computer Information Technology

McIntosh College

2001-2003

A.S. Network Administration

experience

IT Operations Specialist Experis for Highliner Foods

07/31/2023 – 09/07/2023

• Handled day-to-day support.

• Assisted with Warehouse Management System updates.

• Worked with System Engineers on handheld and forklift computer devices.

• Supported laptops, phones, and servers via web-based applications.

E.g. Connectwise, Remote Desktop, etc.

Operation Analyst II Public Consulting Group

09/23/2019 – 04/07/2023

• Processed and reported on proprietary membership and claim files.

• Analyzed and worked on improving existing procedures and technologies.

• Created and trained on new production schedules.

• Lead projects on system transition from EZ-NET to QicLink.

• Created and updated policies and procedures.

• Analyzed vendor technical specifications and translated them to work with existing and new claim systems.

• Gathered business requirements and worked with the software development team to implement said requirements.

• Determined root cause of failures and worked through them until a resolution was found.

Business Systems Analyst Seaglass IT for WEX Inc

10/2018 – 08/16/2019

• Analyze historical data within ZenDesk, TFS, and FogBugz

• Determine root cause from analysis

• Generate recommendations either through training, automation, and / or documentation to reduce future calls and escalations

• Assist with reviewing current system and recommend transition strategies that align with new and existing projects

• Created an SLA document that is being used to drive changes for escalation groups to better service the business

• Perform other documentation, UAT, analysis requests, and assist with implementation planning during system / software transition(s)

IT Help Desk III LanceSoft for Liberty Mutual

06/2018 – 10/2018

• Created and maintain a new workflow to keep track of conference rooms using SharePoint (MS Flow) and Excel – This allows easy access for management to see the status of their conference rooms and spot problematic trends

• Supported Skype and Outlook

• Worked 3rd level escalated tickets for conference room use / issues

• Maintain and operate audio / video equipment such as: Projectors, Cisco Touch Screens, Polycom Trio phones, sound bars, and associated connections

• Operate and oversea high-profile meetings to ensure a smooth audio / visual experience

• Create / update documentation, training and technical manuals

Senior Technical Support Engineer Vault-Solutions LLC

10/2016 – 04/13/2018

• Provided senior level support for all of their products – Tracked via TFS and ZenDesk.

• Created documentation and training material for their products

• Participated in process improvement workflow changes with developers / engineers

• Using Microsoft Azure, created an environment for one of their top products for their planned Google Test Drive and future enhancements

• Using Microsoft SharePoint and Flow, created a license generating software for their products, along with software development style documentation

• Participated in daily discussions, activities, and planning on process improvements related to: workflow, current and future products, etc.

Technical Analyst Liberty Mutual

10/2014 – 06/23/2016

• Provided second/third level support via phone, e-mail, and IM for Commercial Insurance applications.

• Worked with IT and developers to find a solution to defects found by my investigation as a second/third level technician.

• Created documentation for first level support in order to allow better front-line support.

• Interacted with IT and Developers to further improve communications between business and IT.

Technical Support Analyst Sprague Energy (Adecco)

12/2013 – 02/2014

• Handled overflow technical support calls while the company moved from one building to another.

• Greatly reduced workload for other technicians during the move

• Interacted with multiple departments to ensure top-notch technical support.

• Engaged a Senior Project Manager to present a different, more effective way to request on boarding of new hires.

• Created a front-end application using Java (NetBeans IDE) that connected to a local SQL database to allow them to enter employee information efficiently into their system.

• Worked with management on the Graphical User Interface (GUI) of the application to ensure proper work flow and the training

• Supported Windows XP/7, and Office 2010.

skills

Microsoft Azure / Google Cloud Platform

Windows Server 2003 to 2016

Windows XP to 10

Microsoft Office Suite 2000 to 2016 / Office 365

Exchange Server 2010 to 2016 / Office 365

SQL Server 2008 and 2012

Customer Service / Technical Support

Various ticketing systems such as: Track-IT, HP Service Center, Cherwell, JIRA, and ZenDesk

Contact this candidate