Desktop Support Business Systems

PAUL SORRA

**** ****** ***** **, ******** CITY, MD 21042 • 443-***-**** • ******@*****.***•

LINKEDIN URL: WWW.LINKEDIN.COM/IN/PAULSORRA

Desktop Support Analyst

Desktop Support Administration / Business Analysis / Business Systems Analysis / Healthcare Services / Financial Services / Pharmaceutical Services / IT Services I have been able to leverage my dual education in MIS and Business Administration throughout my career by using technology to create efficiencies for both executive staff needs and for business process improvements. I am a resourceful problem solver with combined technical knowledge and business acumen to deliver concrete results. SELECTED HIGHLIGHTS

- Provided desk side/remote support and training to the Business Division (>50 users) on hardware, software, email, break-fix, remote configuration and OS issues on both Windows XP and Windows 7 machines (STScI).

- Led the planning, documenting, and researching for a Document Management System for the Business Division, and recommended efficiencies to current process flows (STScI).

- Successfully balance roles as Desktop Support Administrator, Database Administrator, Network Analyst, and as a Systems Analyst being entrusted to wear “multiple hats”(RLS).

- Increased efficiency by analyzing and making necessary changes to current process flows and business systems (RLS).

- Led the planning, documenting, and researching for a new forecasting/budgeting system (UnitedHealth Group).

- Proactively created database and reports through MS Access to streamline department operations, which enabled department to meet quarterly deadlines with 4 months to spare in all of 2003, thus saving time and resources by 33% (AdvancePCS). CAREER HISTORY

RLS Project Consulting, LLC, Columbia, Maryland

Senior Financial Analyst, September 2012-Present

• Create financial models in Excel to analyze expense trends.

• Expedite recommendations in regards to cutting costs with internal expenditures and overhead with CFO and CEO.

• Lead a team of 3 analysts for multi-stage projects.

• Prepare company financial statements.

Space Telescope Science Institute, Baltimore, Maryland Business Systems Analyst/Support, May 2012-September 2012

• Provided hands on and remote desktop support and training to all Business Division staff (>50 users) on all hardware, software, email, break-fix, remote connectivity (Desktop and Smart phones) and OS issues (Windows XP/Windows 7 Desktops and Laptops).

• Created end user instructions for new hardware and software for Business Division staff.

• Liaison between the Business Division and IT Division to help coordinate business system upgrades, testing, and patches.

• Managed the Planning, User Requirements document, and Research for a Document Management System (DMS) for the Business Division.

• Analyzed process/data flows and recommended efficiencies. RLS Project Consulting, LLC, Columbia, Maryland

Desktop Support Administrator, October 2006-April 2012

• Desktop Support Administrator for all end users (>150) on the Windows XP/Windows 7 platforms regarding desk side and remote support on all MS Office applications, hardware, software, OS, email, break-fix, remote connectivity, network (Printer issues emphasized), and server issues.

• Managed new/current user accounts, distribution groups, and group policy management through Active Directory/MS Exchange 2010.

• Managed the installation of Windows Server 2008, automation of tasks (backups/restores, defrag, malware scans, etc.), oversaw system performance and troubleshooting through built in and third party tools.

• Managed full system builds and rebuilds, hardware and software installations and upgrades.

• Rebuilt end user computers transitioning the OS from XP to 7 and deploying.

• Interfaced with vendors regarding systems/parts procurement.

• Managed technical documentation regarding system upgrade protocols.

• Managed documentation for all technical issues/actions taken toward resolution.

• Created end user instructional documents for hardware/software use, and initial account setups.

• Trained end users in many software applications and hardware use.

• Analyzed process flows and business systems and made recommendations that increased efficiency. Coventry Health Care, Bethesda, Maryland

Senior Business Analyst, Medicare Part D, May 2006-August 2006 (Position relocated to PA)

• Project Manager in collecting the necessary data from 11 reporting modules to ultimately report to the Centers for Medicare and Medicaid (CMS), which was vital to continuing partnership with CMS.

• Extensive Data Analytics/Trending in Medicare Part D Enrollment, Disenrollment, and Cancellations from Part D product, AdvantraRx, to identify areas to improve AdvantraRx.

• Coordinated with IT to ultimately streamline reporting processes to Distribution Partners and to CMS. Magellan Health Systems, Columbia, Maryland

Manager of Financial Operations - SBU, February 2006-March 2006

• Managed the corporate financial reporting, budgeting, variance analysis, and accuracy of payouts to Magellan.

• Managed the improvement of all financial processes currently installed.

• Recommended the use of Hyperion Enterprise as their forecasting and budgeting tool, which is being used today. UnitedHealth Group, Woodlawn, Maryland

Senior Financial Analyst, December 2004-December 2005

• Managed the planning, user requirements gathering, and research for a new Enterprise Finance System.

• Oversaw the financial reporting and analysis of 2 books of business totaling over $800M.

• Supervised 3 analysts

RLS Project Consulting, LLC, Columbia, Maryland

Financial Analyst, March 2004-March 2005

• Cut operational expenditures by 45% in 3 months.

• Created financial models through Excel to specifically analyze expense trends and expedited recommendations in regards to cutting costs with internal expenditures.

AdvancePCS, Hunt Valley, Maryland

Financial Specialist, July 2001-February 2004

• Used MS Access extensively to create user reports to streamline division operations, which was the main factor in meeting quarterly operational deadlines with 4 months to spare in all of 2003, saving time and resources by 33%.

• Managed over 14 drug manufacture accounts totaling approximately $84M/quarter in client rebates.

• Point person for contract evaluation (Formulary services contracts with AdvancePCS and drug manufacturers), interpretation, and eventual implementation in the rebate billing system.

• Extensive analysis of trends and variations in rebates from quarter to quarter to identify changes in client rebates.

• Part of support group and eventual head of the maintenance of and successful completion of SAS 70 audits.

• Managed all Financial Reporting for the Rebate Operations Group, which was disseminated among the entire organization. EDUCATION / CERTIFICATIONS / TECHNICAL TRAINING / ACTIVITIES UNIVERSITY OF DELAWARE, NEWARK, DELAWARE – Bachelor’s of Science in Business Administration – MIS/Operations Management CompTIA A+ Certification, 8/2007

CompTIA Network+ Certification, 8/2007

Google IT Support Professional Certificate, 10/2022 Platforms: DOS, Windows XP, Windows Vista, Windows 7, Windows 8 Pro, Apple iOS, Word Processing: MS Word, WordPerfect, Spreadsheet: Excel, Lotus 1-2-3, Presentation: MS PowerPoint, Database: MS Access, PeopleSoft FS, PeopleSoft HR, Programming: Visual Basic, VBA, Project Planning: MS Project, SDLC, Servers: MS Exchange Server 2010, Windows Server 2008, SCCM, Active Directory, Network Management, Finance: QuickBooks, Quicken, Hyperion Essbase, Lawson, Cognos, Crystal Reports, System Support: LANdesk, Internet

Coach, Northwood Baseball League (12-14 yr. age group) Volunteer, Fuel Fund of Maryland,

Member, APICS (American Production and Inventory Control Society), Member, MIS Honor Society

Contact this candidate