IT Application Support Specialist Technical Support

Jason Rodger Jones

*** ****** **, **********, ** 26505 {phone upon request}**********@*****.***

PROFESSIONAL PROFILE

Seasoned IT professional with excellent Soft skills and comprehensive business/technical skill-set in the Healthcare industry. Expertise in Enterprise Application Integration, Process Improvement, Workflow Design, Project Management, Customer Service, and Technical Writing. Creative problem solving mindset with the ability to translate technical jargon into easily understandable language and concepts. Possess strong analytical skills, a deep understanding of IT infrastructure, ecosystems and excellent communication abilities. PROFESSIONAL EXPERIENCE

InnovAge (Total Longterm Care Solutions) March 2012 to June 2024 IT Application Specialist III

As an IT Application Specialist III, my role revolved around advanced technical support and management of software applications within our organization. Some of my accomplishments included saving the company $120,000 by switching our driver devices from Samsung A7 tablets to an iOS app to be used on their company phones, essentially going from 2 devices down to 1 for the drivers to carry and good stewardship on various other projects. Key responsibilities included:

Application Management: Oversaw the implementation, maintenance, and upgrading of software applications to ensure they have met organizational needs.

Technical Support: Providing high-level support for application-related issues, troubleshooting, and resolving technical problems.

System Integration: Ensuring seamless integration of applications with existing systems and optimizing interoperability.

User Training and Support: Conducting training sessions for end-users and creating documentation to assist in the effective use of applications.

Collaboration: Working with various departments to understand their application requirements and tailoring solutions to meet these needs.

Performance Monitoring: Regularly monitoring application performance and implementing improvements to enhance efficiency and user experience.

Security Management: Ensuring that applications adhere to security protocols and handling sensitive data appropriately.

Project Management: Leading or participating in project teams for application-related initiatives, ensuring projects are completed on time and within budget.

Vendor Management: Coordinating with software vendors for support, upgrades, and new implementations. Technical Proficiencies:

Scheduling and Timekeeping: • eRSP Scheduling, Kronos, Tempus Timekeeping IT Service Management:

•Remedy Force, Service Now, Dameware Healthcare and Claims Management: Plexis Claims Manager (PCM), Plexis Quantum Choice, Amp$ Software, EncoderPlus, SolAce, Virtual Examiner Document and Content Management: KnowledgeLake, Ephesoft, SharePoint (2010, 2016 on prem), LanSweeper Training and Education Software: Relias • ERP and Financial Systems: Dynamics SL, ReQlogic Transportation Management: Novus TMS, DriverMate, NovusMED (iOS, Android) Data and File Management: SQL, Limagito FileMover, FileZilla, KeyPass, Lan Sweeper Office and Collaboration Tools: Office365, AD Lockout Tool Business Intelligence: BI360

Exempla Healthcare

Customer Relationship Mgmt Supervisor (CRM), Denver CO Mar 2008-Feb 2010

● Supervision

Managed 8 - 14 desktop personnel, including contract assets to support a 500+ bed hospital, including 3 on campus and 12 off campus clinics.

Employee coaching, hiring, firing and completion/ delivery of annual written performance reviews.

● Customer Relationship Management

Maintain, develop and improve processes through inter-department communication, meetings and various methods of cross training.

Interface with Medical staff of all levels, as well as Hospital Administration and management to promote open communication in order to meet all Hospital IT needs.

● Inventory Management

Management of inventory for a 3,500+ device Hospital, including some Durable Medical Equipment (DME)

eProcurement and capital equipment orders via Purchase Orders (PO) of $100K on average

● Project Management

Managed multiple resources across differing IT disciplines and groups.

Ability to liaison between management, clients and technical personnel.

Ability to create and implement technical and operational plans and strategies.

● System Analysis

Only Administrator for HelpDesk Expert Tool (HEAT) system. With experience also in Remedy, SalesForce and Servicenow.

■ Database management.

■ Design changes, analysis and implementation.

■ User Provisioning.

■ System Analysis of the following applications:

Local Area Network (LAN) Administrator, Denver CO Oct 05-Mar 08

HEAT Administrator in charge of updating, maintaining, and troubleshooting issues with the HEAT ticketing system. Responsible for database table and form design as well as setting up Business Rules for automatic notification to multiple support groups.

Installation, integration, and support of Heat Plus Knowledge (HPK) knowledgebase.

Perform network administrative duties using MS Active Directory, Veritas Storage Central, DNS1, and MS Exchange 2003.

Develop Crystal Reports version 10 reports for all measurable IT statistics and metrics.

User provisioning duties including the creation, deletion, and moving/modification of Users, Security Groups

(Access Control Lists), Distribution Lists and Network Resources.

Manage network printers and print queues on multiple print servers. Responsible for IP reservations, adding new network printers, troubleshooting printer and print spooler issues. Customer Support Analyst, Denver CO Feb 05-Oct 05

Provide technical support and troubleshooting for multiple medical facilities regarding common and medical applications, AMR systems including Epic, network systems and protocols, and telephony issues including Voice over IP.

Perform user provisioning pertaining to the setup and creation of user accounts, granting and modification of system access, and other duties inherent to an IT security role.

Knowledgeable and experienced technical expert using several industry applications such as MS Active Directory, Terminal Services, Server and Office products, Bind View, HEAT, Cisco ACD, LAN Desk, Citrix MetaFrame, and Medical AMR systems EPIC and Meditech. Education

Bachelor of Business Administration/M.I.S. Associates June 2002

California State University, Fullerton, California.

Graduated in August 2004

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