Support Specialist It

Steven Emerson

Puyallup, WA ***** 253-***-**** ************@*****.***

APPLICATIONS SUPPORT

Dynamic Service Engineer II at Providence Saint Joseph Health, adept at delivering client-focused service solutions and systematic troubleshooting. Expert in incident management and resource allocation, driving improvements that enhance service delivery and meet KPIs. Proven track record in data interpretation and root cause identification, ensuring reliable and effective production solutions.

CORE COMPETENCIES

Client-Focused Service Delivery Systematic Troubleshooting Incident Management

Resource Allocation Planning Data Interpretation Root Cause Identification

TECHNICAL PROFICIENCIES

CCure800 Lenel Onguard Steris SPM Vocera RightFax Intellispace

PROFESSIONAL EXPERIENCE

Providence Saint Joseph Health, Seattle, WA 01/1998 – 04/2025

Service Engineer II (IS)

Comprehends caregiver, business, and technical requirements. Applied the team's standards and best practices to design high-performance, manageable services. Analyzed the current service delivery system, identifying improvements that enhance service delivery and meet KPIs.

•Performed troubleshooting and engineered solutions for service issues, ensuring minimal disruption.

•Participated in disaster recovery drills and incident response management as needed.

•Used expertise in data analysis to compare actual versus projected capacity requirements, maximizing financial resources.

•Identified and resolved platform, system, deployment, and environmental issues prior to release, ensuring on-time, high-quality launches.

•Conducted triage, applied problem management tools (root cause analysis, trend analysis, postmortems), and implemented solutions.

•Ensured production solutions are reliable, resilient, secure, and continuously monitored.

•Collected key service intelligence metrics (availability data, performance measures, system health, trends).

•Adhered to budget requirements and tracked operational costs.

CERTIFICATIONS

•Nuclear Plant Senior Reactor Operator License (U.S. Nuclear Regulatory Commission)

•Microsoft A+ Certification Microsoft SQL 2000 Certification Novell Netware 5.1 Administration

•IBM Tivoli Storage Manager 4.1 Implementation Certificate

•Microsoft Managing Windows Server Environment

•Microsoft Planning, Implementing, and Maintaining Server 2003 Active Directory

•Lenel OnGuard 5.1.2 Advanced Access Control Certificate

•RightFax Technical Training Certificate

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